Help Me Hank: Repair Roadblock
The highway from Pennsylvania home to Lawrence Mass. -- the wind was howling, the kids were howling and Gladys Medina's minivan started to act funny…
Gladys Medina, Car Owner
"It took us three days to get it back here because we had to drive it ten minutes, stop, ten minutes, stop."
It was as miserable as it gets…
"We're all freezing, trying to get from one point to the other without getting hit or anything on the highway."
She didn't know what was wrong with the van, she didn't know how to fix it, but she did know who was gonna pay. She had purchased an extended car warranty in the mid-level the company called "silver".
"The gold was too much, the bronze not enough so I purchased the silver, it would have covered exactly what I needed."
The repair shop told her it was the fuel pump and according to her warranty that was covered.
"It really did sound good."
Here's what sounded bad -- her copy of the warranty said she had the silver package, O.K. But when the warranty company faxed her their paperwork -- it was different!
"Well I double checked it with mine to make sure I wasn't going crazy."
It said she had the low-end "bronze" package and the fuel pump wasn't covered. She compared again, someone clearly had changed her coverage, but no one would say who.
"Nobody wanted to take the blame, nobody helped me. They were each blaming the other."
She was out the car, out the thousand dollars on repairs and completely at a loss.
"I was very upset. Very upset."
That's when she called Help Me Hank.
"I've seen it tons of times on TV, I've seen the results she can get for people."
With two sets of paperwork in hand, we called the company and told them they can't just change someone’s coverage and they agreed.
Now the family bus is ready for the next family road trip.
"And you know, it's a big weight off my shoulders, because I have my coverage."
This time the plans are for a sunnier destination.
"Well, we're planning to go to Florida but we'll see."
Another great example of how critical it is to keep copies of your receipts! In a dispute you may have no recourse without them. If you’re fighting a consumer battle, maybe I can help!