Consumer complaint received 2018-01-06
Company: WELLS FARGO & COMPANY
State: MA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
In XXXX XXXX I purchased a XXXX XXXX XXXX at XXXX XXXX in XXXX Massachusetts the car had 50,000 miles on the odometer, I financed the car through Wells Fargo Dealer Services with the loan I purchased an extended warranty through their subsidiary XXXX XXXX for {$2000.00}. I was told that my car used a lot of oil when I brought it in for oil changes the oil was always very low and often the service light on the dash would come on before it was even due for an oil change. In XXXX XXXX I brought the car in to XXXX XXXX XXXX have the problem evaluated, XXXX XXXX XXXX told me that they would provide me with a rental car while my car was in for repair. XXXX in the service department called warranty solutions and advised them of the problem. Warranty solutions told XXXX that my vehicle would need to first go through an oil consumption test to prove that it used too much oil, they would also need all my service records to see that I had changed the oil when scheduled. I sent the service records. The car failed the oil consumption test. Warranty solutions then told XXXX that the engine should be broken down to the point of failure. XXXX called and told me that I would need to pay {$2000.00} to have this done but the warranty would pay for it once it was approved and they would not need to charge my credit card. After they broke down the engine XXXX called me to tell me that warranty solutions had told him that they would not cover the repair or my rental He said he was surprised and that I needed to call warranty solutions myself and maybe I could straighten it out I asked XXXX what reason did they give you? XXXX said they said it was excessive carbon in the engine but when their adjuster came out and looked at your car he said that there was not excessive carbon and our service technician agrees.I called XXXX XXXX I spoke to XXXX and He told me that they had not denied the claim and that they had requested specs on the rings to confirm that there was excessive wear and that the technician was " being a tool '' and would not give them the specs. I sent XXXX a text message as he had instructed me to do because he only works part time but he can correspond with me as he is in charge of my repair case.I told him that they just needed to send the specs on the rings and they would cover it. The next day I called XXXX XXXX and spoke to XXXX I asked if they had received the specs. They informed me that they did not get the specs but they did not need them they were not covering the repair because an update on these parts was never done. I responded an update on the pistons and rings? you mean there was a recall on my engine that was never done? XXXX said not a recall an update. I said I do n't understand how can an update on the engine not be a recall? XXXX stated well it was just an update it never got done regardless we are not covering your repairs and you are responsible for the charges to repair your vehicle. I called XXXX XXXX XXXX I asked for XXXX they said he was n't in.I asked to speak to the service manager, they put me on hold and when they came back they said the service manager was not available.I then received a text message from another number telling me that I would have to pay for the repairs or turn in my rental. I asked for documentation on this update that was never performed per their service technician I asked them to call me no response yet. Please help A Timeline :XX/XX/XXXXpurchase of XXXX XXXX XXXX 50,000 miles and purchase of warranty costing XXXX XX/XX/XXXX-XX/XX/XXXX scheduled oil changes XX/XX/XXXXBrought car to Rt XXXX XXXX service citing excessive oil consumption and asking of they take the warranty. They stated yes we have done work for them on previous occasions and took my car in for an oil consumption test after calling XXXX XXXX. My oil was changed new oil filter was installed and I was instructed to drive 1100 miles then return the car for evaluation.I was also instructed to fax over my service records to XXXX XXXX. XX/XX/XXXX my service engine light came on and I called XXXX XXXX XXXX to ask if I should come in and have my oil checked they said no you need to wait the entire 1100 miles as advised. XX/XX/XXXX My car had the XXXX miles necessary to evaluate oil consumption so I called XXXX XXXX XXXX I was given an appointment to drop off my car. XX/XX/XXXX I dropped of my car and was asked for a credit card to secure the engine breakdown until XXXX XXXX approved my claim. XX/XX/XXXX I spoke with XXXX who told me that I had to pay for the repairs because XXXX XXXX   denied the claim. XX/XX/XXXX I called XXXX XXXX I spoke with XXXX, I was told they only needed specs on the pistons and that they had not denied my claim. I had read through the warranty contract and referred to exclusion 22 which would deny a claim for excessive carbon and explained my car did not have that as the adjuster said I referred to the parts that must exceed wear tolerances. I was told this is why they need the specs. this made sense to me but I also referred to the coverage on page 3 which says " all internally lubricated parts contained within the engine ''

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation