Headstart Warranty Group complaints

This customer has complained to numerous agencies across the country. It doesn't change the facts of the claim. We were contacted on 12-13-2023 @ 1147 by Mastria GMC to start a claim. The complaints given to us are it was towed in for no start. The cause of failure was unclear. He stated that they knew the engine was contaminated with coolant & oil intermix but did not know why. They said "it needs an engine: We assigned an independent 3rd party inspector to perform an inspection on the vehicle. The vehicle was inspected and confirmed the engine oil was contaminated with engine coolant. The inspector stated that teardown of the engine was needed to obtain the cause of failure. The adjuster explained to the repair facility that per the contract the customer would have to submit any maintenance receipts and authorize teardown for cause & extent of damages. We made an exception for maintenance receipts as we utilized a Carfax report with maintenance receipts on that. With regards to overheating we went with what the contract holder stated in the BBB complaint. " I spoke to the advisor at Cadillacs she advised me that they don’t know for sure that the car was overheated." The contract holder seems to not want to go by the terms of the contract. There has not been contact with the claims department nor customer service since 2-13-24 @ 1117. The contract holder was also given instructions by the supervisor of customer service on 2-6-24 @1754. We cannot speak also of any communication given that the claim was approved etc. That was never the case. We as an admin company have never stated anything was authorized. We all know this contract holder and the situation well. We must go by the terms & conditions of the contract. On page 5 under AGREEMENT HOLDER RESPONSIBILITIES is outlined what the contract holder must do. In that section there is letter h. Pay the applicable deductible (if any) and all charges for service not covered by the Agreement. NOTE: You are responsible for authorizing inspection or tear down of Your Vehicle by the Repair Facility to determine the cause of Failure. If the Failure is not covered under this Agreement, You will be responsible for these costs. We also explained to the customer that we could even bypass tear down if the repair facility could utilize a Borescope. We cannot tell the repair facility to do these things as the customer must authorize this as the contract states. As you can see we have tried in numerous cases to assist the contract holder. We have bypassed sending in maintenance receipts by using what's in Carfax. We are trying to get around tear down by having the repair facility utilize a borescope to speed up the process and cut down costs. For all of this we have been met with non stop multiple BBB complaints, Martha's Vineyard and Nantucket Local Consumer Program (MVNLCP) Working in Cooperation with Massachusetts AGO. Each company agrees with our positions. It's a legal & binding contract. This is a simple process performed daily as we adjudicate 250-285 claims per day. We are/were not involved in the selling process of said contract. We are a 3rd party administration company.

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There are no lies. We must go by the contract. We also did not sell the contract. We are a 3rd party administration company. This contract holder does not want to go by the clear terms & conditions of the contract. We adjudicate 250 + claims per day. No issues like this.

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