Complaint Review: Liberty Automotive Protection - Nationwide

4 Years ago I bought a cadillac Escalade and I needed a warranty because it was out of factory

warranty. I found a dealer that could sell me a warranty and I had previously had Zurich Auto

Warranty. I figured they were all like Zurich. I found out very quickily that they are very much

not. I purchased a warranty for almost $4,000 from Dealer Services (now called Liberty Automotive

Protection), I drove the car and it was fantastic for a while and then I took it in one day and

the michanic said I needed a new drive shaft because this one had failed.

Of course I took it to another michanic who confirmed what the first said. I had them call Dealer Services to set it up

and have it fixed. The next day the auto repair place told me to call my warranty company because

they wanted to go over some things with me. I called and what happened next was literally the

most insulting and horrible thing i've ever experienced with a company in my life. They tell me

that the only way they will consider paying for the repairs is if I can send them all of the maintnance documentation.

They needed record of everytime that I went to have the car serviced.

Fine! I called to every place and told them to fax me everything. I forwarded it to the warranty

company. Now let me give you a little info on the car. I bought it with 70k miles and of course,

I don't know what was going on with the car before I owned it and niether did the warranty

company, yet they signed up to cover the car.

So when they asked for documentation of the service i've had on the car, I had all neccessary service done while the car was with me. When the

warranty called me about the documentation, the first thing out of the customer service agent's

mouth was, "It doesn't look like you've been mantaining the transmission fluid." I said, "No I

haven't had those fluids flushed. When do they need to be flushed?" He replied, (I'm not even

kidding you!) "Every 15k miles." Of course I was worried.

Very worried, actually. They said, "Well your repair place can take it apart and see where the point of failure is and we can go

from there." I took that as, let's pay for them to look into it but I didn't want to assume so I

asked, "Who pays for that?" They said, "Well we do if we decide that the point of failure is not

your fault" So I asked the obvious question, "What happens if you determine it's my fault?" He

said, "Well you'll be responsible for the labor of taking it apart, the labor of having them put

it back together as well as the time you've had the rental car."

The rental car alone could be hundreds of dollars with that kind of work and time. Not to mention that the labor was around

$120 an hour! That's without parts! When he was explaining this it was like he was purposely

trying to scare the life out of me.

In that moment I thought, wow - I could end up paying for almost what the warranty cost me in the first place. I elected to not have the car fixed which was the result of the claims rep scaring me so bad and I didn't exactly have thousands of dollars

on me, that's why I bough the warranty.

Then a few months went by and the car seemed completely

fine until it started to make a rumbling noise. I figured maybe the drive shaft was okay and it

was all a coinsidence. When I took it back due to some rumbling, they said "your drive shaft is

going out" and during that conversation I asked "How often do you flush the fuid, every 15k miles

right? He said, "no, it's 50k" and of course I am immediately shocked that this rep was either

didn't know and give me false information or did it deliberatly.

I called the warranty company again and when I talkd to some horrible woman in the claims dept she almost sounded happy that I didn't have the repairs done the first time because she happily explained that because I didn't have the car fixed in the first place that they weren't going to fix it then. Here's where things get interesting, the first michanic said that the drive shaft failed and the second, months later, said the same thing. So it's been failed!

Things can't fail MORE! The michanic didn't say that as a result of the drive shaft that something ELSE was failing. They didn't say that at all!

Yet she kept repeating herself that they wouldn't cover it because I didn't have it fixed in the

first place. That's like if a window breaks and the frame is still in tact then months from then the window is not more broken!

It had to be replaced in it's entirety since the beginning. It didn't break more!! So she was ecstatic to tell me that they wont fix it, well, they probably wont fix it (She changed her story.) She even goes so far as to say "Well there is probably more

stuff effected so we wont be paying for any repairs on this."

This gave me the destinct impression that it's their job to continue to try to scare you into not having your car fixed. So

then in the middle of explaining the logistics with her and even giving her my window analogy,

she cuts me off and says "It's clear that I can't explain this to your satisfaction so let me get

a supervisor for you." and she puts me on hold without even asking me if it's okay.

Supervisor gets on the phone and is ALL attitude from the very beginning. Horribly unprofessional! I

mentioned that the female rep said "they probably wont fix it" and I asked him "So is it a no or

what?" And he said, "No, you can take it in and have it looked at and we determine that the point

of failure is your fault then... (you know the rest)."

If I may bore you with some details, I had all the money it took to buy the car and make sure it was covered if it needed anything. I was

going through a really rough time where I couldn't afford for anything to go wrong in my life

when this drive shaft issue came up. When I bought the car, my financial situation was great and

at this point I didn't need money because if something happend to my mode of transportation then

I had paid already to have it covered. So now this little issue with the warranty company was

literally about to cause a problem with my livelyhood!

I wouldn't be able to get to work! Almost 4000 dollars and for absolutely nothing! They weaseled their way out of paying for several things

but I accepted their reasoning on that because when I bought the warranty, the salesmen said it

covered EVERTHING! In fact I got the more expensive one, the one above what would be considered

"PowerTrain." Like a bumper to bumper. The "powertrain" was like $2,600 but again, I didn't want

added stress down the road. It turned out, that's not what I was sold.

So now the car still needs this work done and I drive to work on a hope and a prayer that I can still care for those that

depend on me while this company rejoices in the fact that I can't do anything about them telling

me they wont fix the car. Just to have it looked at, out of my pocket, cost me more than $500

because I had it looked at by more than one place. What these people are doing is horrible, vial,

dusgusting and not to sound dramatic but when you mess with my livelyhood, you're evil. So when

you call them, the automated system doesn't say the company name, if you ask for the company

name, they changed it but they don't tell you that.

You have to ask so first few minutes is very confusing. Basically Palmer Admin is the administration company for Liberty Automotive Protection

but they use to be called Dealer Services. Conveniently confusing right? So 16 days ago marks the

day they were able to get out of paying for ANY REPAIR on my car indefinitely for my contract.

All of that money and I not once felt like they were there for me.

I honestly felt like they were only against me. What's interesting is that they say they changed their name because there were

other companies that were using like-names and were doing bad things and didn't want to be

associated with them. Way I see it, THEY are the ones doing bad things and changed their name to

hide from it on consumer reviews. So when you look up their old name, you wont find anything

recent because that's not what they go by these days. Convenient huh?

This was awful experience. It was somewhat emotional because I've been taken advantage of before and it was realy hurtful.

Now I know somebody from there will read this and they try really hard to prove that you had the

wrong company in the first place (name jumping) so here's my contract number DSIOX511029.

I

happen to find the ownder of the company (or maybe he's the CEO)'s phone number and I called and

left a message for him to call me back to see if maybe he would have a heart and level with me in

SOME way! ANY way at all would have made this experience less horrible. Never got a call back.