We are a BBB-accredited auto repair facility in Colorado. We had a customer come in with a Subaru with an overheating problem. A local Subaru dealership had told him the head gaskets were leaking. We verified this and contacted his "Value Guard" warranty company - Phoenix American. They reqauired that we send the heads out to a specialty shop to verify that the heads were warped. The specialty shop we chose in one of the best in the Denver area, and they not only VERIFIED IN WRITING that the heads were warped, they gave the actual measurements of the warpage. Phoenix America tried to argue that they weren't "warped enough", when everyone in this industry knows that: 1. any warp is too warped and 2. this is a common failing in certain Subarus. The water pump was also failing. Both things were EXPLICITLY covered under the warranty. No only were we treated rudely by Phoenix American, but they did everything they could to slither out of their warranty obligation. Finally, complaints by phone and in writing to higher-up management by us, the customer and his family, and the dealer that had originally sold the vehicle to him resulted in them paying HALF of the cost of the repair. The original dealer himself paid a large portion of it because he was so embarrassed by Phoenix America's behavior. As a 30-year auto repair shop, we've dealt with a lot of warranty companies. Certainly some are better than others, but we have never encountered a company as bad as this one. Not only did they do everything they could to get out of the warranty obligation, but they dragged the process out for OVER A MONTH while the customer went without his vehicle.
Phoenix American Warranty Company, Inc. Reviews
We are a BBB-accredited auto repair facility in Colorado. We had a customer come in with a Subaru with an overheating problem. A local Subaru dealership had told him the head gaskets were leaking. We verified this and contacted his "Value Guard" warranty company - Phoenix American. They reqauired that we send the heads out to a specialty shop to verify that the heads were warped. The specialty shop we chose in one of the best in the Denver area, and they not only VERIFIED IN WRITING that the heads were warped, they gave the actual measurements of the warpage. Phoenix America tried to argue that they weren't "warped enough", when everyone in this industry knows that: 1. any warp is too warped and 2. this is a common failing in certain Subarus. The water pump was also failing. Both things were EXPLICITLY covered under the warranty. No only were we treated rudely by Phoenix American, but they did everything they could to slither out of their warranty obligation. Finally, complaints by phone and in writing to higher-up management by us, the customer and his family, and the dealer that had originally sold the vehicle to him resulted in them paying HALF of the cost of the repair. The original dealer himself paid a large portion of it because he was so embarrassed by Phoenix America's behavior. As a 30-year auto repair shop, we've dealt with a lot of warranty companies. Certainly some are better than others, but we have never encountered a company as bad as this one. Not only did they do everything they could to get out of the warranty obligation, but they dragged the process out for OVER A MONTH while the customer went without his vehicle.