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In May of 2008 I purchased a 2001 BMW at Mazda Kia dealership in Reno NV and since the car had a little over 91, 000 miles on it I thought it would be a good idea to purchase an extended warranty. I was told it was a bumper to bumper warranty and I just needed to bring the car into them and I would pay a $75.00 deductable and I would get a rental while my car was gone from me. When my transmission was acting up ( i'll explain in a minute) and the past two mornings on the way to work the car needed to be jumped. I went to the dealership immediatly at that point. They told me go ahead and park it and we will call by mid day to give me the scoop. When I got there I was told its $90 an hour to diagnos my car. I was prepared to pay the $75 and get another car to get back to work. No we dont have any cars now. I had to get a ride from a tech in his own vehicle back to work assuming by the end of the business day I would have an answer or a rental to drive. At just before 5pm I get a call that they could not even jump start my car and the battery was completly dead and the would need to order one because of the uniquness of BMW batteries. Of course this battery was not covered under warranty and day 2 or 3 of them having my car was told we still need to diagnos it and I am still relying on friends to take me to and from work. I decided to rent a car with my money in the hopes it would be reimbursed because thats what my contract said, that I would get a rental. I had to 1. pay for the $200.00 battery, 2. pay about $210.00 for the rental. 3. labor costs. On I believe day 5 they still cant find anything wrong with my car so all charges incured were my responsibility. Now the transmission was one of the big reasons I wanted my car looked at but the battery thing moved that thought forward quicker. I would be driving and all of a sudden (by the way its an automatic transmission) the car would downshift from maybe 4th gear down to 2nd then pop back into the propper gear. I would be on the freeway and this would happen. If I am not mistaken that could cause a bad accident if someone was directly near me. It did not do this all the time and of course they could not get the car to "Act Up" when the dealership had it, but I have several people at different times with me to witness what was happening. At this point I did not want to pay them to figure it out so they wanted me to take my car to a transmission shop to have them diagnos the problem. The problem with that is they wanted $400 to break the whole transmission down and if they couldn't find the problem again the charge was my responsibility. I am a recently divorced single mom and that is just not feasable so I decided to just eat crow and drop the whole process in the hopes my car does not completly fail.
The complaint has been investigated and resolved to the customer’s satisfaction.
My car has been in the shop since 8/30/2021. I just got it back today 09/22/2021. Went into the shop with a transmission problem. The contact person was in contact with the adjuster from PRCO the entire time. She was told to diagnose the transmission problem by breaking it down. I know they told the shop to do that because she called me right after she got off the phone with the warranty company and told me what was said to her and she was instructed to get my permission to do so. I agreed, after the transmission is out, problem diagnosed they did not agree with the findings so they sent an adjustor out to the shop to "inspect what the shop had done. They then tell the shop, they never instructed them to take the transmission out, they would not pay the costs to rebuild the transmission instead they would send a used transmission to them to put into my vehicle. They did not pay the labor for the transmission tear down because according to the adjustor I spoke to "they would not pay for something they did not instruct the shop to do" I got my car back along with a $765.18 bill. The adjustor was a jerk. This was one of the worst warranty companies I have ever dealt with. If you are purchasing a vehicle and PRCO is the warranty company I would advise you not to purchase the warranty.
It surprised us you continue to believe we authorized the diagnosis and teardown when we have a recording of the call that proves otherwise. We explained this to you three times and you are welcome to listen to the call.
For your other comments, our response:
1. We never disagreed with the repair facility's findings. They said it was a transmission failure, and the independent inspector confirmed it.
2. You did not understand what we paid:
a.Diagnosis: We paid 1.6 hours per Mitchell labor guide at their labor rate of $145 per hour or $232.00;
b.Remove & Replace the transmission: We paid 8.4 hours per Mitchell labor guide at their labor rate of
$145 per hour or $1, 290.50.
c. We paid for oil and state sales tax, $81.35, the same as they billed you.
3. For Diagnosis and remove & Replace the transmission, they charged you $1, 522.50, and we paid, as stated above, $1, 522.50. No difference.
4. The total we paid for your transmission repair was $2, 928.85.
The bill you stated you paid was $765.18, but that included your deductible of $100.00, which you agreed to pay when you purchased the Vehicle Service Contract. When you subtract the deductible, the difference is the amount they charged for teardown. As stated above, we have a recording of the call that proves we did not authorize the teardown and we will send you the recording upon written request.
Finally, you note the timing of the repair. We were first contacted by McAuley on 8/18 regarding a transmission repair and we explained our procedures. Since we had not heard from anyone, we sent you a follow-up postcard on 9/3 for you to contact us. We received an estimate on 9/8. We inspected the vehicle on 9/10 and authorized the claim on Monday 9/13, for we are not open on weekends.
If you would like to discuss this further, please contact Benjamin @ [protected].
your definitely in the same position as me i hate this company and there operators’…can’t understand a word these people are saying on the phone they never know what they’re doing currently talking with a lawyer because the dealership sold me this and i paid alll out of pocket for my cars defect because one of the parts wasn’t included in my contract they said “oh unfortunately we can’t cover your tow fee or any other fees for this because this part isn’t included” left me with a 3k repair that nearly costed as much as this crappy warranty that i was forced to get just terrible there’s so many better options if you haven’t found one yet ! i cn definitely help you
lol your company is [censored] PRco i oaid 4000 for my warranty for you business and you don’t even cover AC recovery 😐😐
PRCO sucks balls! Avoid at all costs and pick any other extended warranty