And now they want their money back for repair 1 and 2?

 

No, Freedom Warranty is not looking to collect money back from anyone.

Trenton O. Gibson
tgibson@highline-autos.com
Highline Autos
Direct: 602.909.9216
Office: 480.348.0777

 

So they paid for repair 1, 2 and 3?

Can OP confirm this? It would be good to get the whole story from the person that own the car and has been experiencing this problem.

 

Freedom Warranty had approved Repair Order #1 and #2, funds were allocated and sat uncollected by the dealer service center.

I've been working with every party on this warranty claim since June 2nd, and can see the Repair Orders #1 #2 #3 and #4 (#1 & #2 combined for approx. $1K more???).

Customer has received a 254.42% return on his initial investment of the warranty.
Customer has paid approx. 56% of the total cost of the warranty so far.

Timeline of Events:

04/01 - Repair Order #1 (Oil Pressure Sender) Submitted by Service Advisor #1 - ($926) Approved

04/11 - Repair Order #2 (Oil Pressure Regulator) Submitted by Service Advisor #1 - ($1,155) Approved

04/12 - 06/02 Service Advisor is no longer with the dealership and Service Advisor #2 has taken over.

06/02 - Repair Oder #3 (Oil Pump) Submitted by Service Advisor #2 - Freedom Warranty has some questions. ($10,463) - a breakdown is in this thread already, aprrox. $7,500 was actually for the Oil Pump.

06/05 - It is brought to my attention I have an upset customer with a claim denial for something I see as already having funds allocated and resolved. (this thread is made)

06/05 - 6/07 Shifting through the multiple repair orders, service advisor contacts, and the customer’s story.

06/06 - An email chain between myself, the customer and Service Advisor #2, and my Freedom Warranty dealer manager is established.

06/06 - Both the customer and I email the Service Advisor #2 that we need an established timeline and repair process showing protocols by Porsche were being followed that explained the time between repair orders, and multiple separate repair orders.

06/06 - I get a call from Service Advisor #3, he is unsure why he needs to explain the repair process/diagnostics to anyone, including the warranty company.

06/09 - Repair Order #4 Submitted by Service Advisor #2, which is just Repair Order #1 & #2 on a single repair order for approximately $1,000 more.

06/10-06/14 - Freedom Warranty reaches out to dispatch twice, for an independent adjuster to take a look at the vehicle and repair request being made to finally get this customer’s car fixed and back on the road.

06/17 - Independent adjuster performs inspection and determines yes, the oil pump does need to be replaced to fix this issue and get the customer’s vehicle back on the road.

06/21 - Freedom Warranty approves $6,884.74 for the Oil Pump to get the customer back on the road. I email Service Advisor #2 that Repair Order #4 is approx $1,000 more than what Repair Order #1 & #2 were originally sent to Freedom Warranty, and that needs to be readjusted.

“Section 7: Claims Procedure
3. We will not cover misdiagnosis or repairs done for process of elimination purposes to reach correct diagnosis.”

I’m satisfied with my involvement in helping this customer from when the claim was dead at $2,082, to receiving $6,884.74 in repairs for the largest of the three Repair Orders, an Oil Pump for approx. $7,500, the difference being tax and shop supplies.

Trenton O. Gibson
tgibson@highline-autos.com
Highline Autos
Direct: 602.909.9216
Office: 480.348.0777

 

I have read with great interest this thread as I have stumbled upon it while researching aftermarket warranties for a soon to be purchased Mercedes S550 for which I am considering warranty and was subsequently directed to this thread as OP has also started similar title on MB World.
I am a long time Porsche owner and Rennlist member, but only recently signed up on MB World in my quest for S550.

I was considering contacting Trent for a discussion regarding my upcoming purchase. However, after reading this thread in its entirety, I’m not convinced an aftermarket warranty makes sound financial sense.

If the members will oblige, I have few observations and questions:

1. I believe that Trent has done a yeoman's job in his effort to achieve a satisfactory resolution for the customer.
2. I am skeptical of the dealers processes for this repair particularly with respect to the time line between repair 2 and 3. Something doesn’t seem quite right there. Just sayin’
3. The Math

Repair 1: $926
Repair 2: $1,155.
Total:$2,081
Next is repair 3: After negotiation, Freedom agreed to pay $6,884
In lieu of the $2,081?


Who’s paying the $2,081?

Customer?
Why not the dealer because they mis-diagnosed?
Freedom originally agreed to pay the $2,081. Why aren’t they honoring their original obligation?

I’m assuming the customer is now on the hook for the $2,081.
Add the cost of the warranty: $4,200
Total: $6,281

It seems that if the customer simply did not purchase the warranty, he’d be in a similar (~$2k delta) financial position as he is currently- but without the added stress and aggravation of dealing with Freedom.
And who knows, perhaps without the third party Freedom, maybe the repair bill wouldn’t have been run up to the level it is currently.

I look forward to further comments and discussion.

Also, convince me that I should purchase an aftermarket warranty.

 

I appreciate the acknowledgment to my efforts getting the best outcome for my warranty customer.

06/21 I had a phone call with Service Advisor #2 saying that if I got him the $6,884 (pre $100 deductible) as soon as possible, he'd work on an agreeable outcome with the customer for the remainder. Service Advisor #2 said he was taking heat from his boss about the customer being in their loaner car the whole time, and were ready to come to a conclusion with all parties and move on.

Without the warranty, the customer would have been on the hook for some sort of combination of Repair Order #1, #2, +$1,000 (#4), #3. approx... $10K.

Trenton O. Gibson
tgibson@highline-autos.com
Highline Autos
Direct: 602.909.9216
Office: 480.348.0777

 

currently I am on the hook for the work Freedom approved, the dealership performed, and now Freedom refused to pay. Nothing in the contract allows Freedom to approve and then not pay the claim, but that is a separate issue.

as of right now the math is about even (cost of warranty + out of pocket) versus out of pocket no warranty. If I had gone with a reputable company like Fidelity maybe different.

several comments have been made about the repair process. Since this issue was related to the engine and oil I chose the dealership for the repair knowing they wouldn't be the cheapest but would be the most knowledgeable and a blown engine is morse expensive then all these combined. The dealership had techs from Germany live on calls as they diagnosed and worked on the issue due to complexity, no indy shop can do that. Also why the repair has taken so long.

 

Warranty companies can be a pain but in the end it saved you approximately $4,000.

 

Lost in the noise floor: since when does an oil pump cost $7,500?! An oil pump is a pretty simple thing. This dealership seems... questionable.

 

The part is only like 3k, the rest is labor due to the pumps location. When it was looking like it wasn’t going to be covered I called the main local indy for Porches out here and they were actually higher, so the pricing is actually competitive.

 

They approved 1 and 2, the dealership made the repairs. Then 3 was submitted and denied, then after fighting they approved repair three, but then refused to pay for repairs 1 and 2. So now I am stuck with repairs made that were approved and then later denied after the work was performed.

 

Everyone that is over the age of 15 knows if you are buying a car, warranty, etc it’s a contract. I understand calling something “fine print” if it’s one of the credit card contracts that’s 30 pages in 6pt font that I understand. Most auto warranty contracts are between 5-10 pages and some of those pages are state specific on how to cancel so only one of the states apply to you. Other than that the contract is usually in sections saying what is covered, what isn’t covered and what voids the contract in pretty black and white easy language. I wouldn’t call it slimy or fine print if a customer is just too lazy to read the contract. If a car isn’t serviced including oil changes I wouldn’t think a warranty company would cover an issue they will say it’s owner neglect. So if it says clearly the contract is void if you don’t get an oil change within 30 days be a big boy and take responsibility for not reading the contract and doing what is necessary to be covered. The customer failed to follow the service terms and then blames others when he’s not covered. It’s just typical behavior of people wanting to blame anyone else but themselves.

 

How dare you!!!!!!! What's important is everyone opinion, what they read on Facebook and forums, what they hope for, what they need. Contracts, accountability, due diligence, what country are you from??????

 

That is just BS, do you work for a ****y unscrupulous company?
Placing unnecessary gotcha requirements without even regard to if they are needed, what's next? Change your coolant one week after buying warranty? Get transmission oil in 24 hrs?
That requirement is just so they can deny repairs and if you genuinely think that it's perfectly reasonable please call me I have an investment opportunity for you...
Jk my investment opportunities are actually good but don't reply to that Nigerian price!
​​​​​​

 

It's been a couple months and both parties have moved on since, not sure the topic needs to be debated or dug up any further.

Trenton O. Gibson
tgibson@highline-autos.com
Highline Autos
Direct: 602.909.9216
Office: 480.348.0777