“I’m not doing work for free.”
Having an extended warranty can provide peace of mind for car owners when a repair is needed. Well, that’s not always the case, unfortunately, as warranty companies will find reasons to decline claims.
In a TikTok with over 14,700 views as of this writing, mechanic Rob (@that_mechanic_guymn) showcases his phone call with a warranty company and how he is fighting for a customer.
The mechanic calls Cars Protection Plus about a recent claim submitted for a 2018 Ford F-150. Rob immediately demands that the warranty company cover the timing belt since the truck has been rattling consistently. The mechanic says he has sent in a video of the chain rattling and confronts the company for asking him to proceed to work for free.
“I don’t turn wrenches without getting paid. If you are the one requesting it, guess what? You’re the one paying me. The customer isn’t. It is your responsibility because you want us to tear it down to that point,” he vents.
The spicy delivery begins as Rob continues to accuse the warranty company of not wanting to replace the worn timing belt components.
“They’re rattling, and it’s the chains of slapping those tensioners. Guess what is going to happen? The guides are going to fail,” he explains.
He believes there is no reason to tear down the truck completely just for a claims approval and reemphasizes the importance of replacing the timing belt.
“You guys are going to have to replace the [expletive] engine if you don’t do this. Plain and simple,” he says.
Ben hits the vape while listening to the customer service rep explain why they need more photos of the timing belt.
“I’m a certified mechanic, are you?” Ben interjects.
He rattles off some of his certifications and mentions that Ford suggests a timing chain guide tensioner replacement for any consistent rattle for more than 30 seconds after startup.
“Listen, you’re gonna go ahead and get the job approved. Get our components approved,” Ben demands.
The warranty provider holds the line and only approves moving forward with the phasers, stating that the timing component can be addressed when another photo is submitted. Rob reminds the service rep that his customer hasn’t been with a vehicle for weeks because of this claim process.
“My customer has been without a vehicle for weeks because you guys are too lazy to do your job,” he yells.
The mechanic continues to fight for the customer and believes the warranty company is the one needing to pay.
“We sit here and fight for you to get your warranty coverage with your aftermarket warranties. It is absolutely like pulling freaking teeth. They only want to replace one part of the timing belt,” Ben shares.
The mechanic is baffled by the decision to only replace the phasers and not the chain, crank pulley, tensioners, or guides. Rubbing his head, he can’t believe the ordeal of getting these components replaced when everything is worn down.
“Just know we do a lot more for you guys than what you think. … I’ve been fighting three weeks with this company to even get them to approve anything for this customer,” Ben reveals.
Viewers in the comments section were admiring Ben’s commitment to fighting for the customer.
“Trust me, we greatly appreciate you,” one TikTok commenter wrote.
“After market warranty suck,” a second commented.
Other viewers shared the difficulties of dealing with warranty companies.
“I have an advisor that will spend hours at a time fighting for our customers because we all know the service contract companies are only willing to pay the very minimum,” one shared.
“I understand the vehicles got high mileage but a lot of warranty companies won’t cover parts if there’s no actual failure to them,” another revealed.
Some viewers went to throw jabs at Rob for his assertive tone with the car warranty company.
“Obviously fired up but you don’t get anything accomplished talking to people like that,” one shared.
“Really…. why did they pay for the whole job now then?” Rob replied.
“Yeah and you’re waiting on hold talking on the phone and not getting paid,” one commented.
“That’s why I make them call me back and bill them 1 hour time for phone calls (parts ordering dealing with them etc,),” Rob shared.
While one viewer didn’t understand why the mechanic was making the call.
“I’m surprised you guys don’t have your advisors call the extended warranties,” one wrote.
“I’m the owner. I do have employees but it’s either myself or my wife who handles the service advisor part when it comes to these calls I handle it,” Rob revealed.
One thing car owners want is reliability. Having your vehicle visit the shop frequently is irritating and can put a dent in the wallet. Even replacing a key fob has turned into a surprisingly expensive cost.
With this, extended and aftermarket warranties have become an option for car buyers seeking peace of mind when repair bills come up. Extended warranties are offered by the dealership, whereas aftermarket warranties are provided by third parties, MarketWatch reports.
However, these warranties can be complex and not as straightforward as marketed, Kelley Blue Book (KBB) reports. While some companies offer reliable aftermarket warranties, many scammers have entered this field of business. So, buying an extended or aftermarket warranty can be a roll of the dice.
Customers will often believe that everything will be covered whenever a repair bill comes up, but it can be complicated. Some warranties can vary from powertrain coverage, bumper-to-bumper, comprehensive stated-component, medium stated-component, or powertrain plus, MarketWatch reports.
Many warranty plans will exclude coverage for normal wear-and-tear parts, cosmetic issues, routine maintenance, sensors, preexisting issues, or existing manufacturer defects. The majority of these plans will require customers to maintain regular maintenance such as oil changes and addressing warning lights promptly. If the customer does not maintain the vehicle properly and fails to have maintenance records, then there may be issues getting a repair approved when needed.
Each time a repair is needed, the mechanic will have to go through the warranty company before fixing the issue. The warranty company will need photos, videos, inspections, diagnostic reports, and maintenance documentation before deciding if coverage will be provided. This process can take days and even weeks to get the claim approved.
On top of that, not all parts may be covered for repair, such as the timing belt example Rob shared. Customers may still need to pay for taxes, shop fees, diagnostic charges, deductibles, fluids, and non-covered related parts for the repair at their own expense.
While having a warranty can offer coverage for major repairs, including engines, electrical systems, air conditioning, transmission, and drive axles, it may not be as comprehensive as you think. According to KBB, for modern cars, it rarely makes sense to justify the warranty cost. Luxury or sports cars can be a different story, as repairs can be quite expensive and a warranty may save the car owner money.
Understanding the fine print is essential when deciding if an aftermarket warranty is worth the investment.
Motor1 has contacted Rob via TikTok direct message and commented on the post. Car Connection Plus has been contacted via website submission form and email. This post will be updated if either party replies.
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