The complaint has been investigated and
resolved to the customer's satisfactionResolved Interstate National Dealer Services — failure to honor warranty
resolved to the customer's satisfaction
I have a warranty through Warranty Direct on my 2001 Audi A4. My car is using too much oil (2 quarts in 1000 miles based on Livermore Audi's oil consumption test). WarrantyDirect tells me that all internally lubricated parts are covered by my warranty. They required me to authorize tear-down of the engine on February 9. Livermore Audi has identified worn (not broken) rings and valve guides that are causing the excess oil usage. Warranty Direct has received all of the maintenance records for this vehicle. They required Livermore Audi to send the cylinder head to the machine shop to be torn down. The machine shop has verified that 9 valve guides are beyond tolerance limits. This report has been provided to WarrantyDirect.
Warranty Direct has sent the same adjuster to Livermore Audi twice (March 4 and March 17). The adjuster stayed at the shop for 3 minutes each time. He acknowledged the worn rings on his first visit (verbally) and stated that he did not need to go to see the cylinder head at the machine shop. He then filed a report stated no damage. I contacted Customer Service and eventually had to authorize a second visit to Livermore Audi (at my expense) to see the cylinder head at Livermore Audi (we had it returned from the machine shop). The inspector asked for the machine shop report but left before the faxed copy was received. He then filed the same report stating no damage. My husband was present on March 17 and observed the inadequate inspection and has spoken with the master mechanic.
On Tuesday, March 24, Warranty Direct finally agreed to get the machine shop report faxed to them. Livermore Audi sent it to Ken Valestreri at Warranty Direct (Interstate) in Roseville, CA.
Warranty Direct notified Livermore Audi again today that they are denying the claim. There is clear damage that needs repair. The dealership is willing and eager to testify in court against Warranty Direct.
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