Warranty Mutual - Heritage - extended car warranty / Non one at Heritage's call center can tell me when I will receive my check, although it's supposedly authorized. it's been 3 months!
I purchased an extended warranty from Heritage via my auto broker when I purchased my new car in 2003 (it's a 2004 model). I paid over $1700.00 for the contract and just in the last few months encountered an issue with my car that fell under this warranty. My dealer contacted them to get an authorization number and find out the coverage amount before having the repair done. In the past they were able have Heritage pay the dealership directly, but this time they were told the customer had to file the claim after the repair was done. I was already annoyed when they wouldn't pay the hourly rate for the dealer to fix the problem and would only pay a lower hourly rate. Keep in mind I purchased the warranty for my brand new car (Lexus) and expected that they would pay the dealer rate for repair, so that's the first problem.
I filed my claim the day after the repair was complete and submitted all of the documentation, that was August 12, 2008 and since then I have called twice to check on the status of my claim check. The first time I called I was told my claim was approved, but they couldn't tell me when it would be processed or when I might expect it(this was Sept. 17, 2008). So I waited patiently for my check. it is now Nov. 13, 2008 and I called again. I was told my claim was approved but they still couldn't tell me how long it would be. I asked how can I escalate this or who can I contact who can tell me when I should get my check. I was told by Otis the customer service rep that there was no one there that could tell me that information because "no on" had contact information for Heritage (so their call center must be 3rd party). I then asked to speak to a manager or the supervisor, I was put on hold then told there was no one there who could take the call, so I asked to be called back. He then told he could put me in for a callback, but that no one there would give me anymore information than he had. I asked several times how to contact someone who could help or could contact Heritage and he spoke over the top of me and told me he had other callers waiting and he could waste time going over the same thing with me. Then he hung up on me! I called back and tried to get a better answer via the dealer line, I was given the same run around from that line also.