Phoenix Extended Care Reviews

Later in the week, when the mechanic explained that the engine did not suffer a blown head gasket (The warranty clearly states that head gaskets are covered.), the inspector sent out by Wynn's stated that the part that caused the engine to seize was not covered under the warranty. Wynn's blames the failure on an existing condition that should have been disclosed by the dealer and that the part that caused the failure was "rusted". (The part is aluminum, which does not rust?) Again, Wynn's does not want to accept responsibility and pay for the repairs, even though I paid $1,800.00 for their warranty at the time I purchased my vehicle.

I called my dealership and told them what happened and continued on my vacation. 3 weeks later, I still have no vehicle and Wynn’s will not cover all the charges. I’ve had a rental for all this time, which has now accumulated to $1,000.00. The dealership did what Wynn’s wanted them to do, but what was done on the vehicle is all covered by the warranty but yet they won’t pay the $1,200.00. I have been to everyone involved and in my opinion; the dealership that sold the warranty is also responsible.

So, not only am I out of rental expenses already, I am also behind on my own bills because of this. They expect me to pay the $1,200.00, not happening. This warranty company is a joke and the dealership that sold me the vehicle and the warranty is also a joke. I am not done fighting this. Someone will pay if I have to pay. I’m tired of these companies taking advantage of customers that trust them.

I called administrator to ask for the coverage and they told me that since the repairs were already done, they would not reimburse me. It's true. It says on the contract to call before repairs are done, but it's not like I spend my leisure time memorizing their contract. I think it's a rip off. I have all the necessary paperwork to prove it was a legitimate claim. I have Diamond Level Coverage and they treat me like crap. Stay away from Wynn's!

So I am complaining about both companies, Payless Car Dealer and Winn's Extended Care. The car has some problem and I do believe Carfax can lie also. If someone would contact, I would appreciate it. This is on 2007 Chevy Impala, the right wheel, above or around there, there is clicky noise. The airconditioning does not work, the windshield washer and water does not come out, radio sometimes makes real loud noisy and I have taken it back twice to the dealer. They don't care, I need someone's help.

The dealer took the heads off and sent them into get checked and resurfaced, when this was done they found the cam on the left side and had froze. They want to repair the car with warn out part but because they are not broken, they will not replace non damaged parts, that is what they have said to me and the dealer.

Well, warn out is damaged when it come to a motor. They only want to pay for half of the labor, and want me to cover the other half. They do not want to pay for anything, on the right side, due to nothing was found wrong on the right side, even though they told the dealer to pull the head and have it checked. The dealer had to break off the coil to get the head out and they said I have to cover that because it was operational, well, due to the cam being froze, on the left side of the mechanic, I had no choice but to break it off to get the head off.

They don't want to cover any oil for the job. And they don't want to cover any rocker shafts. This company just wants to do repair half way so when it breaks again, they don't have to cover it, or hoping that the car will be out of warranty by then(mine runs out in Feb 1, 2012). I have been without my car for over two weeks and counting. They are only covering 1668 of a 2852 dollar repair. The warranty company would not return my phone calls; let you talk to the adjusters or anything when you do call. All they tell you is, "Have you read your contract or I can put you into the supervisor's voicemail, as they are not available at this time."

The lower control arm is listed under covered items. They claimed the ball joint is not covered. But the ball joint and lower control arm are all one piece. No ball joint is listed by Ford Motor Company and there are no exceptions or limitations listed under lower control arm coverage, so they denied my claim.

During the next couple of days, they refused the repair and told me to go ahead with any complaints I had as no one had stopped their business practices yet and they knew how to deal with that sort of complaint. I told them time and time again that I was along a highway with 2 small children. They refused the tow also. The calls I made were put on hold and when they put me on hold, it hangs up after a half hour. An hour of waiting, then they just stop answering. I come to find out that they only appeared to have one person running it all. It is all a scam. I have all the receipts to prove it all and the people I worked with and all.

The part that needed repair (DGR valve $118) was declared not covered by the insurance, therefore, they said they would not cover diagnosis or labor either. I called the insurance and told them that this was not logical since the diagnosis was the first step for a repair and that this is not what they told me the day before Phil told me that he understood but that the policy was that if they didn't approve a repair, they would not pay for diagnosis. To me this is a scam and an abuse of the customer. This is outrageous.

An official claim was filed against this company at the Division of Consumer Services in Florida. If you had similar problems with this company, please fill out a complaint against them. When I called to let them know I had filled out a complaint, they just said, "Do it!"

It has almost been a month and no one knows what is going on. They keep telling me that they will call me; they still have not called me and they hang-up on me when I call them. I am out over $900.00 at this time and don't know what to do now.

They contacted Wynn's to get everything covered and Wynn's turned everything down. I had to pay $422.00 to get the intake gaskets replaced just so we could drive our Tahoe. To get the heat fixed, it is going to cost me $557.56. I called Wynn's and spoke with them and asked why they were not going to cover anything. They told me, "The intake gaskets are a routine maintenance issues and they are supposed to be changed every so often.” I told them to show me in the vehicle manual or anywhere that you are supposed to change intake gaskets within so many miles. They said, “We are not going to cover it and that is the bottom line" As far as the heat goes they told me that they do not cover the heater but if it was the A/C, they would cover it. I found out through Credit Acceptance that they do not require you to buy an extended warranty. I also found out that Tommy's is getting a kick back on all the warranties that they sell and that is why they tell you that you have to buy one. I really do not know what to do, but I wish someone would lead me in the right direction. I do not want to see anyone else taken advantage of.

Phoenix American denied the repair. First, we were told that because Ford had changed the design of the motor assembly, the repair was an "upgrade," and the contract excluded upgrades. We discussed that for a while, and Phoenix American stopped arguing that point, as I stated that this was not an upgrade, just a restoration to the previous state of function.

Phoenix American then stated that because the gear track was attached to the frame of the vehicle, this would be considered a repair of the frame, also an excluded service. They did not stick with that line of reasoning very long.

The above discussions were with junior level telephone reps. We then graduated to Jared, who identified his self as a mechanic at Phoenix American and told us that it was a very complicated system with lots of cables and sensors and motors and that we could not understand the system. At that point, Phoenix American agreed to replace the motor but not the rest of the system, but the Ford service manager told us that the motor would malfunction very soon, because the entire system was faulty, and in any event, the motors were not available individually.

We then contacted the state Attorney General for assistance in getting Phoenix American to live up to the terms of our contract. We traded a series of letters through the Attorney General's office.

Phoenix American's first response to the Attorney General was to state that we would have to return the vehicle to the Ford dealer to "effect further diagnosis" and then call in an independent inspector to report his findings. We did this, at additional expense and loss of use of the vehicle for 3 more days. The independent inspector stated that the assembly had to be replaced for the seat to function properly (i.e., that the Ford dealer's evaluation had been correct).

"If the dealership wants to replace the motor and the seat track, they would need to remove them to carry out the repair they want to perform. When the motor and seat track are removed, Ford should be able to identify the cause of failure. As such, our claims department is bewildered by the fact that the dealership does not want to do this. Our claims department maintains the position that Mr. X's claim cannot be authorized until a component failure has been confirmed."

Removing the motor and seat track to determine the "cause of failure" would cost $700 and another day, at least, of loss of use; and it is not necessary, as the dealer has already determined exactly what the problem is and what needs to be done to remedy it. Phoenix American's own independent inspector is in agreement with the expert opinion expressed by the dealer service manager.

I don't think that any reasonable person would be "bewildered" by our reluctance to spend more time and money jumping through Phoenix American's hoops, only to have them find another excuse not to live up to their contract. We respectfully request that anyone who can help us with this matter contact us through this website. Thank you.

However, if I did have a warranty that would expire soon, I can see how it would be easy to be deceived by them and tricked into a phony renewal. I believe that this company has other aliases based on similar past phone calls I've received. I would like to see these manipulative, deceptive businesses put out of business before they harm more consumers.

Wynn's was contacted, and gave the mechanic such a hard time, that he refused to work on my car any further. I took it to another shop, and they also reported that Wynn's was uncooperative and demanding me to spend hundreds of dollars for further diagnostics. I finally got the shop and a rep from Wynn's, Raymond, on the phone on a three way call, and Wynn's wouldn't authorize anything at all, until I agreed to pay for an even further break down of the motor. Out of duress I agreed. Wynn's then decided to send out an adjuster, who is on their payroll, to examine the motor. He arrived, took off the thermostat, tested it and determined that it was faulty, and therefore I had no coverage for any repairs.

When I asked Ed at the shop how they could justify the fact that the car didn't have an overheat issue, after I added water to the radiator. He told me he had no proof that I didn't let it overheat, and refused to do any more work on my vehicle. I am now liable for over $400 to this shop for diagnostics required by Wynn's, and have a financed vehicle that won't run, and the repairs they are suggesting are more than the value of the vehicle. I am being told by both Wynn's and the shop, that because I cannot prove that the car didn't overheat, that there is no coverage on my warranty. I am seeing issues all over the internet with this vehicle having similar issues, as well as the shop, told me they had access to a "bible" that told them this was an ongoing issue with Dodge 4.7L engines.

Because of Wynn's failure to look further into the complaint, I now have a vehicle that will not run. I still owe $7,700 on the car, after owning it for only 14 months. I have no job, money for a new car, and purchased the warranty, because I knew I had credit issues from foreclosure of my home recently, and wouldn't be able to pay for costly, detrimental damage on a used vehicle. I now am a single mother of four small children, one of whom is autistic and needs special care, with no job, savings or ability to purchase another vehicle, and must let this one go to be repossessed, if this is not dealt with. I purchased the car on a sub prime loan, to try to repair my credit and insure the safe transportation of my children, and I am now in a much worse position than I was, before the purchase of the car and the warranty.

All this was explained to Phoenix but they still denied the claim. We even had someone at Phoenix tell us that the technician never called and discussed the problem with our truck but my husband was standing next to the man when he talked to Phoenix. We have had many conversations with various people and they all lie and now they refuse to talk to us. One of the people we talked to was Juliet and she was completely rude. I can't remember the names of the other people because we were completely frustrated and did not document them. My husband left a message with one of the supervisors, didn't know what her name was, but she called over 24 hrs later and was an ice queen. We've talked to Supervisors and they tell you no conversation was reflected in the notes and so forth.

This is the second time we've had to use our warranty which they received their $2000 + for but it is always a fight. They have denied our claim and we want this situation reviewed because it is unfair when the regulator and motor are all dead and the motor is a covered expense.

On February 16, 2007, I brought the vehicle into the Burlington Lincoln Mercury Service Department because the transmission had slipped and the vehicle could not go beyond 25 - 35 miles per hour.

The dealership gave me a estimate of approximatel $2,100. At this time, I was under the assumption that the vehicle was covered under the bumper to bumper warranty. I was told that although I did meet the 3 year mark, I had exceeded the 36,000 miles mark. I explained that I had only driven the vehicle for about 33,000 and that at the time of purchase the vehicle had 4,200 miles on it. I was told that the warranty started at the time of usage. The dealer never informed me that 4,200 miles of my bumper to bumper warranty was used by them. This was material information which would have alter my decision to purchase the vehicle.

I also had an extended warranty (5 yrs., 60,000 miles) from Phoenix American Warranty Company Inc. The AutoPlus Deluxe Coverage states that the transmission is covered for transmission case, transaxle case, transfer case, and their internal parts, torque convertor, vaccum modulators, cooler and metal cooler lines, and transmission mounts. I notified the warranty company and have been in contact with them.

However, as of February 26, 2007, the warranty stated that they have found nothing wrong with the transmission. Again, the vehicle transmission slips repeatedly and the vehicle cannot be driven over 25-35 mph. The vehicle is a hazard on the roadways.

Presently, the warranty company is disputing the claim and has stated that there is nothing wrong with the transmission. Therefore, I am desperately seeking your assistance in the resolution of this matter. Thank you.

The repair center also said that my filters were soaked with coolant and had in fact turned orange and yellow, they went as far as to have another technician come to look at my engine to assess damages so to not make any mistakes on assessing damages. The other technician said that the damages were so extensive that my engine problems could not have been caused by water only. I have had my car for 6 months and this car was delivered to me in this condition.

I called Wynn's again to asked that they send someone else out to do an assessment. They told me that it would cost me and that I needed to have the repair facility to call and make that request. I did just that and when the repair facility called to request for them to send someone else Wynn's said they had no record of my request and they were declining to send anyone and declining my coverage. I was also asked to approve for the repair facility to tear my engine apart to find out what the problem was after Wynn's informed the repair facility to do so, so that they would not be liable for cost. Now I have a car that was alleged to have had engine damage upon delivery and now that the engine has locked and Wynn's know that these damages are from more than water they are refusing to cover the damages that are described in their contract that fall under the extended damages of my car.

However, the repair shop wanted the money up front (maybe they knew something I didn't). I wouldn't agree, so I had the car towed to the Jeep dealer that sold me the Jeep and the contract to me (there was no deductible if they did the work). After they took it apart, Wynn's sent an inspector out. Now they refuse to repair it, saying it was clearly making noise and that I should have taken it in for repair earlier. Then, two hours later, they said they would pay $400.00.

I am a 53 year old professional who drives 9 miles to work each day. This Jeep had not even been in 4-wheel drive in the past year. When it quit, it just quit. No noise, no smoke, no nothing. Wynn's took my $1,750.00 and gave me the driveshaft. Phone calls did no good. They even refused to put their decision in writing. The car dealer mechanics don't understand how Wynn's can look at the transmission for two minutes and has been trying really hard, but Wynn's doesn't care.

AVOID THESE PREDATORS AT ALL COST.

After the oil seals were pulled off, they found that the left axle bearing was worn. They contacted Wynns and apparently it was covered.
2 days later, the mechanic calls me and tells me that the bearing had spun inside the axle housing, causing irrepairable damage to the housing ($1800, less tons of labor) and that Wynns denied the repair!

Why did I buy this $1800 warranty???

The dealer told me that the claim was denied due to the "continued operation of the failed part". I had NO indication of any failed rear axle part. No vibration, noise, leaks (til the dealer noticed a slight dribble), etc. The dealer drove the vehicle and also did not notice any indication of failure. I double checked the manual that says that the rear differential only requires service at 100k miles. And at that, its only a fluid change.

I spoke to the arrogant customer service rep at Wynns asking why it was not covered if there was absolutely no indication of failure? Because you continued to operate the vehicle after the part failed Again, I told him that there was no indication of any failed part, and that it was a mechanical breakdown, and therefore should be covered under my bumper to bumper extended warranty. Well, its already been denied! was his abrupt reply. I then asked to speak with the person who denied the claim.

After being on hold and getting the run around for at least 30 minutes, I spoke with Eva A. (customer service rep) who was at least polite and professional, but continued to repeat that it was an exclusion due to continued operation of the vehicle after failure. I wasnt getting anywhere, so I asked to speak with her supervisor and that I intended to take this further. She stated that she would give the report to her supervisor and that he would call me back.

Of course, it was about 24 hrs before he called (Frank Saenz, 800-922-4392 x168). I explained the situation yet again. This guy was completely arrogant and condescending. He again told me it was an exclusion in their agreement. Again I explained that there was no indication of failure. I asked if he took apart his vehicles rear differential and axles to check his bearings on a weekly basis to see if they were damaged. No reply. I asked him what the hell I bought this warranty for if it didnt cover failures. I cant answer that.

He stated that only the original failed part was covered, nothing else. I said, So, if I had a blowout on the freeway, you would cover the tire, but not the damaged rim because I drove it off of the freeway to the side of the road? Thats correct. he says, If your radiator hose blew and the engine overheated and blew up, only the hose would be covered. I explained that you would have several indications in that situation. Temperature gauge, warning light, etc, and that you would know to shut the engine down before failure. No, the engine could blow right then. he says. I then asked, So if the engine continues to operate beyond the failure of the said part for even a split second, this is still continued use beyond failure ? Yes. That is absolutely ridiculous! I told him, now seething with anger.

What a scam! This tells me that they must use this exclusion to deny ALL their large claims, and is a great piece of money inducing fine print for this wonderful company.
I asked to see this in MY contract and he pointed me to a small sentence under Exclusions.
Damage to the vehicle caused by continued operation after a breakdown of a covered part. I told him that it was a very vague statement and that this warranty was sold to me under the misrepresentation that it was a bumper to bumper warranty. Well sir, Im holding a contract that YOU signed, stating that you understand the terms!

When pressured to buy the warranty originally, the dealer (Shellworth Chevrolet, Vacaville, CA, from whom my combined family has purchased 10 vehicles!) asked me if I knew how much a computer, or an engine costs, and assured me that it would all be covered under this warranty.

From the information given by the Wynns rep,, I can see how they could get out of almost any claim. For example if a spark plugs tip broke off in an engines cylinder and caused the engine to blow, Wynns would only replace the spark plug!! You tell me if ANYONE would buy this policy if this were known upfront.
As it stands now, I am contacting any and all agencies, watchdog groups, etc. to spread the word of this legal thievery that is taking place. I also plan to ask the dealer for a refund for the policy, which I dont believe will be honored.
The Ford dealer (Ron Dupratt Ford, Dixon, CA) has been great. They have kept me informed every step of the way and have told me worse horror stories about Wynns than my own. They offered for me to store the vehicle on the lot while I get this worked out, or find a cheaper used part in case they do not pay the claim.

There also is the issue of why the part failed in the first place. Seems to be a design or build flaw by Ford. This type of failure is almost unheard of with todays technology. But thats a different issue.