Extended Warranty company - Trying to get them to honor our contract
NWescapee said
02:35 PM Nov 6, 2015
I really feel like we're getting the run around right now from our extended warranty company. One of our sealed bearings, which is covered on our plan, failed, so we need a new axle, etc. I knew the tire and wheel wouldn't be covered, although I was hopeful since it was collateral damage and we had just replaced the tires 4 months ago, but I wasn't holding my breath.
However, I never realized how hard I was going to have to fight to get the axle / bearings to be covered. The company even sent an inspector out to photograph and document the issue and one would think that during his time crawling around under the rig and taking pictures of everything, that it would have been clear that the bearing failed. The Warranty company then called Lippert who said they don't make sealed bearings and the warranty company denied our claim. What????
Since then I've gone back to our Manufacturer, got the actual build sheet for our RV, gave the serial number to a customer service rep at Lippert who sent me an email confirming that our axle was manufactured with sealed bearings and sent all of that plus the DRV Brochure from 2010 which clearly states sealed bearings in 2 locations in the brochure to the warranty company.
My frustration right now is why didn't the warranty company ask Lippert if they made sealed bearings in 2010? Who cares if they no longer make them, why not ask the right questions based on the actual RV in question? The warranty company has been less than pleasant to deal with, they really act like they don't want to talk to me, as the contract holder. However, our repair shop basically has told us they also aren't exactly easy to deal with either, when they call.
So now, we're waiting for the final outcome from the warranty company.
I will say this is the 5th time we submitted a claim in the past 3 years since having this warranty, fridge circuit board was partially paid, but there were some parts they didn't cover, replacement cooling unit was mostly covered, denied claim for a repair that they said was all component parts and therefore not covered, and a small partial payment for a hydraulic issue that we ended up footing most of the bill on.
It's been challenging dealing with them as they are of course not wanting to pay out any claims and this specific claim will put them in a money losing position with 2 years left on our contract. However, that's a risk they take with issuing extended warranties and for them to deny a claim without doing their homework seems ludicrous.
TRAILERKING said
03:25 PM Nov 6, 2015
NWescapee wrote:
I knew the tire and wheel wouldn't be covered, although I was hopeful since it was collateral damage and we had just replaced the tires 4 months ago, but I wasn't holding my breath.
Why would you think the tire and wheel assembly shouldn't be covered? It was damaged as a result of the failed bearing. Right?
-- Edited by TRAILERKING on Friday 6th of November 2015 03:26:04 PM
NWescapee said
04:09 PM Nov 6, 2015
TrailerKing - unfortunately while it's collateral damage from the failed bearing, it's an exclusion from our contract and there was an option on the warranty that we could have paid for to have it covered, but we didn't select that option. Next time I'll know.
TRAILERKING said
05:58 PM Nov 6, 2015
That's too bad..............
That always worries me about WARRANTIES, all the fine print, and then denying claims.
Barbaraok said
07:57 PM Nov 6, 2015
Now you know why we self-insure and set up a repair fund when we first purchased our rig.
Barb
NWescapee said
05:54 PM Nov 9, 2015
Good news, our repair shop just called and said the Extended Warranty company had finally come through with the needed approval.
One comment, I had called the administrative office today and it's obvious the admin office and the claims departments do not communicate well, I was told it was under review and would take another 7-10 business days which caused my stress level to go way up as we started trying to think about alternative plans that would allow us to meet our family and work obligations while leaving the RV behind awaiting approval / repair. Big sigh of relief that all those alternate scenarios won't be needed.
Barbaraok said
08:32 PM Nov 9, 2015
Glad to hear things are moving - remember to document everything as you go along. Hope you finally get to the Valley of the Sun so we can have a chance to meet face-to-face after such a long time chatting over the 'net.
Barb
cherylbrv said
10:02 AM Nov 10, 2015
I'm so sorry to hear about these horrible problems you're dealing with. Sending <<<cyber hugs>>>.
BTW, may I ask who your warranty is with?
NWescapee said
11:11 AM Nov 10, 2015
Our warranty is with Interstate Star, purchased through Wholesale Warranties. Howard did contact Wholesale Warranties on our behalf, so maybe his influence helped a bit.
I really feel like we're getting the run around right now from our extended warranty company. One of our sealed bearings, which is covered on our plan, failed, so we need a new axle, etc. I knew the tire and wheel wouldn't be covered, although I was hopeful since it was collateral damage and we had just replaced the tires 4 months ago, but I wasn't holding my breath.
However, I never realized how hard I was going to have to fight to get the axle / bearings to be covered. The company even sent an inspector out to photograph and document the issue and one would think that during his time crawling around under the rig and taking pictures of everything, that it would have been clear that the bearing failed. The Warranty company then called Lippert who said they don't make sealed bearings and the warranty company denied our claim. What????
Since then I've gone back to our Manufacturer, got the actual build sheet for our RV, gave the serial number to a customer service rep at Lippert who sent me an email confirming that our axle was manufactured with sealed bearings and sent all of that plus the DRV Brochure from 2010 which clearly states sealed bearings in 2 locations in the brochure to the warranty company.
My frustration right now is why didn't the warranty company ask Lippert if they made sealed bearings in 2010? Who cares if they no longer make them, why not ask the right questions based on the actual RV in question? The warranty company has been less than pleasant to deal with, they really act like they don't want to talk to me, as the contract holder. However, our repair shop basically has told us they also aren't exactly easy to deal with either, when they call.
So now, we're waiting for the final outcome from the warranty company.
I will say this is the 5th time we submitted a claim in the past 3 years since having this warranty, fridge circuit board was partially paid, but there were some parts they didn't cover, replacement cooling unit was mostly covered, denied claim for a repair that they said was all component parts and therefore not covered, and a small partial payment for a hydraulic issue that we ended up footing most of the bill on.
It's been challenging dealing with them as they are of course not wanting to pay out any claims and this specific claim will put them in a money losing position with 2 years left on our contract. However, that's a risk they take with issuing extended warranties and for them to deny a claim without doing their homework seems ludicrous.
Why would you think the tire and wheel assembly shouldn't be covered? It was damaged as a result of the failed bearing. Right?
-- Edited by TRAILERKING on Friday 6th of November 2015 03:26:04 PM
That always worries me about WARRANTIES, all the fine print, and then denying claims.
Barb
One comment, I had called the administrative office today and it's obvious the admin office and the claims departments do not communicate well, I was told it was under review and would take another 7-10 business days which caused my stress level to go way up as we started trying to think about alternative plans that would allow us to meet our family and work obligations while leaving the RV behind awaiting approval / repair. Big sigh of relief that all those alternate scenarios won't be needed.
Barb
BTW, may I ask who your warranty is with?