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Hey guys. I'm making this post to warn all that may have purchased extended warranty from Freedom Warranty. Long story short, they denied my claim based on handwritten maintenance records.
Full story:
I purchased warranty from another member of the forum. Trenton from Highline Autos. Policy was purchase on 12/15/2022 for $4,930 48 months/100k miles 2018 AMG 63s. all was good till September 2024 when My intake manifolds broke. 83k miles. This is a common issue with w213 E63 along with the RMS leak so many of you have experienced. Anyways, I made a claim and emailed Freedom Warranty hand written maintenance receipts I had on had along some computer generated receipts I had from Mercedes Benz dealership. I have other cars plus I was traveling alot so I wasn't paying attention till mid October. I go on website to check status of my claim and see Claim denied. I Emailed Trenton, who then told me that claim was denied because of hand written maintenance records. So about 2 weeks ago my shop sent in digital maintenance records they had for their book keeping. For the pass two weeks, I have tried to challenged the denial. I told them the intake manifolds would of broken regardless of regular maintenance. lets say I blew the engine, then definitely regular maintenance would come into play. Trenton and Jason, Dealer agent from freedom warranty, tried helping my case but to no avail. Final word from Claims department was since I had already sent in the Hand written receipts of regular maintenance, claim will stay denied. I'm sure all future claims will be denied, therefore I went ahead and cancelled the policy. Whatever money I get back from them will be used to fix car.
WARNING TO ALL MEMBERS: DO NOT send hand written receipts to freedom warranty when making the initial claim . Make sure to get computer generated copies. It's in the contract. If you shop doesn't have a system generated receipts, DOsend in hand written copies the day you get regular maintenance done so the have it in there file. I wish that part was told to me clearly But it is in the contract so its 100% my fault for not doing that. Don't make the same mistake I did guys.
@bobblehead It's going to be. The motor has to be dropped to get to the intake manifolds. The manifolds are around $800 for both. But the labor is the real expensive part. I've purchase cast steel intake from GAD Motors from germany because to prevent from this happening again.
When the E53 was in at the dealer for eleven weeks running down an engine noise that probably ran around $10k I was really glad that the car was always serviced at a dealer and had the OEM ELW. No questions were asked. I’m always worried about situations like the OP.
@PeterUbers usually smaller shops don't use a digital system to give you proof of what work was done and at what labor rate.They manually write it by hand.
Last edited by Djcrunchtime; Dec 18, 2024 at 10:57 AM.
@PeterUbers usually smaller shops don't use a digital system to give you proof of what work was done and at what labor rate.They manually write it by hand like this
thank you; so to be clear, if you submitted to freedom each of these handwritten receipts at the moment that you received them from the mechanic on the day that you had the service, then your warranty coverage today would've been honored?
also, that same receipt that you just posted, the handwritten one, if that was somehow typed by the mechanic similar to our Mercedes-Benz dealers do it, then it would've been honored if you just submitted all of them in lump sum?
if this is the case, I wonder what the value is to freedom warranty company for you to submit ongoing receipts versus all of the receipts lump sum when there is a warranty claim.
Last edited by PeterUbers; Dec 18, 2024 at 11:01 AM.
another example of warranty companies are making people jump thru all kinds of hurdles to get their claims validated. They always find a loophole to not pay.
@PeterUbers If I had subitted the handwritten receipts each time I had service then maybe they would of honored coverage. cant say 100% for sure because never got passed this point.
they dont accept hand written receipts in a lump sum because its vulnerable to fraud. For example, a vehicle owner changed the motor oil every 15k miles and OEM maintenance manual requires to do it every 5k miles. Poor maintenance causes motor to break and Vehicle owner decides to put in a claim. Vehicle ower can theoretically make up receipts that vehicle was serviced every 5k miles to help his claim get approved. In my case tho, The intake manifolds are not a considered a maintenance item under 100K miles. They would of failed either way. Freedom Warranty held onto "hand written receipts are not accepted" clause so they wouldn't have to payout on the claim. Sucks, but its the way of the world. To be fair, it is stated in the contract. That's why I decided to warn other forum members about my experience so they learn from it.
I was looking at aftermarket warranties for two A-series cars (not from Highline here) and have decided to roll the dice instead. Found in the fine print, the onerous task of remembering to upload all oil changes and maintenance on the Warranty Companies' schedule, not MB Schedule, put me off. It did not align with MB Service schedule and was a lot more frequent, so for sure we'd mess that up. Plus the warranty on an A-series is about 10% the price of the car, so, yeah. Not really worth it. YOLO! SEND IT! and all that stuff
Another warranty thing I found out . I first contacted Highline that posts here, but because the cars were a HatchBack model never offered in the USA he couldn't cover them. Normally he can warranty cars in Canada too - but only if the model was also offered in the USA. So I was looking at another company, "A-Protect" and that is the one that had too many hoops to jump through to maintain the warranty.
Last edited by I.T. Guy; Dec 18, 2024 at 12:12 PM.
The concept of showing evidence of ongoing upkeep of the maintenance schedule is such a key component of this particular warranty that you're describing. It sounds like you did all the right things you submitted all the right materials and even if you submitted it sequentially as you did the services, it would not guarantee coverage. I guess the question is, what would be their expectation of a reasonable service schedule, would it have to be done at a dealership?
I do agree that the lure of "peace of mind" when buying one of these aftermarket warranties must be carefully balanced against the fine print and the reasonable nature of their requirements in the fine print and whether or not your lifestyle can reasonably meet those expectations in the event that you would actually need significant warranty coverage, or any type of warranty coverage that they promise in the contract.
this is a great thread and really important for anybody considering an aftermarket warranty to read and consider. Ultimately, we have to do everything we can to protect ourselves. The consumer and knowledge is power and reading these threads moves this in that direction. I added this to the sticky
I also wonder how the freedom warranty company differs from the Fidelity warranty company, I've read several threads on here about how Fidelity honored significant warranty claims, including blown engines and I can link to all of those cases and some of them are in the sticky. Also, Fidelity has covered RMS leaks, which is a significant cost. I wonder if those consumers of the Fidelity warranty were able to more easily provide evidence of ongoing maintenance, and in some cases, the Fidelity warranty was purchased on a used car so how does the new owner of the used car show evidence of maintenance from the previous owner other than say... carfax?
Last edited by PeterUbers; Dec 18, 2024 at 12:42 PM.
I do my own maintenance so hopefully this will never be an issue for me, not that I have this particular warranty. I would contend that the warranty company has to show the correlation between your issue being derived due a maintenance issue. “Magnusson Moss warranty act” Does it expressly state in the contract that you may not do your own work or that hand written receipts are not valid? Only in that case can I see them having a defense.
WARNING TO ALL MEMBERS: DO NOT send hand written receipts to freedom warranty when making the initial claim . Make sure to get computer generated copies. It's in the contract. If you shop doesn't have a system generated receipts, DOsend in hand written copies the day you get regular maintenance done so the have it in there file. I wish that part was told to me clearly But it is in the contract so its 100% my fault for not doing that. Don't make the same mistake I did guys.
from his original post. Sounds like it's defensible.
i would be curious like @Baltistyle what the exact verbiage is in the contract.
Last edited by PeterUbers; Dec 18, 2024 at 01:53 PM.
...I guess the question is, what would be their expectation of a reasonable service schedule, would it have to be done at a dealership?...
I can answer this from the CPO perspective
One of the used cars I just bought had 3 months factory warranty left. So I had my dealer run the VIN to extend. Except, they cannot because the VIN shows the car has never seen a dealer except for warranty work. One of the requirements of passing CPO and extending warranty is that it was serviced on schedule AT MERCEDES or they will not extend.
I can answer this from the CPO perspective
One of the used cars I just bought had 3 months factory warranty left. So I had my dealer run the VIN to extend. Except, they cannot because the VIN shows the car has never seen a dealer except for warranty work. One of the requirements of passing CPO and extending warranty is that it was serviced on schedule AT MERCEDES or they will not extend.
good info.
so how can they (freedom) underwrite the warranty? If they can't prove that this used car, which is now in a new owner's hands who wants to buy a freedom warranty coverage plan and cannot show reasonably all of the previous maintenance done or prove that it was done at a reputable, certified mechanic, ...how can they still write for the warranty?
I never like doing this, especially in a public space because the customer and I both know exactly what and why it happened. Below is a time line of events as they happen, I have customers who perform their own DIY maintenance have zero issues when filling claims because of the proper records kept, so this is not something that happens often, in fact in the past 5 years, this is the first time this has happened to me or one of my customers. The screenshots at the end sum up the situation perfectly.
09/24- Claim is filled... sorta, a labor guide has a part circled, zero information on the customer or vehicle, repair facility, contact information, mileage, labor rate, part number or cost, etc.
09/24- I email DJ for maintenance records From the Miami Mercedes-Benz dealership since it does not show oil chances being performed on the Car Fax while at the dealership.
09/27- Dj Provides hands written maintenance records not from Miami Mercedes Mercedes-Benz, but this Independent that filled the claim.
09/28-10/07 Freedom Warranty is requesting the Independent repair facility submit a complete repair order.
10/07-The claim is denied due to present conditions, but by no means dead.
10/07- I tell DJ not to worry about it I'm still working it, I remind DJ that the Independent repair facility has still not submitted a proper repair order.
10/09- Miami Mercedes-Benz repair records are provided, nothing showing maintenance work.
10/10-10/16 A phone call between DJ and I, the Independent repair facility is reluctant to submit the requested digital records for both the repair order and proof of maintenance "because it will take time", I told DJ it is how everyone else does it, and is required.
10/16- DJ says the Independent repair facility says they do everything by hand, and that there are no computer generated maintenance records. 11/13- 6 weeks after the initial proof of maintenance was requested, digital files are being presented by DJ. 11/20- 7 weeks later, a "complete" repair order is presented by DJ as well.
12/06- My dealer manager asked why the digital records weren't presented originally, DJ lies. Freedom Warranty knows he is lying, and the claim remains denied.
Ultimately, I believe these screenshots sum up this situation perfectly.
September 24th
October 16th December 6th
Trenton O. Gibson tgibson@highilne-autos.com
Highline Autos
Direct: 602.909.9216
Office: 480.348.0777
thank you; so to be clear, if you submitted to freedom each of these handwritten receipts at the moment that you received them from the mechanic on the day that you had the service, then your warranty coverage today would've been honored?
also, that same receipt that you just posted, the handwritten one, if that was somehow typed by the mechanic similar to our Mercedes-Benz dealers do it, then it would've been honored if you just submitted all of them in lump sum?
if this is the case, I wonder what the value is to freedom warranty company for you to submit ongoing receipts versus all of the receipts lump sum when there is a warranty claim.
Correct, also correct.
I have DIY customers who keep perfect records and receipts, for proof of their maintenance, absolutely no issues. Here is an example.
"Attached is a Zip folder of his maintenance records, each year is then broken down in an individual folder with the individual records with-in per year. He also has a master sheet with his oil change history, including the order numbers for the oil change kits, oil viscosity and part numbers.... he took my "detailed maintenance records" seriously. "
Hey Trenton. I hold no ill will against you. like I said in the email, I was going to post my experience on the forum to warn other members about the issue with hand written receipts. You were very helpful and always answered my email/calls in a timely matter.
How does a warranty get underwritten on a used car without any proof of adequate maintenance prior to the second owner purchasing the vehicle used and then looking for a ... say.... fidelity warranty?
do warranty companies have special access to the VMI or maintenance records associated with the VIN number that the new owner does not have access to?
Last edited by PeterUbers; Dec 19, 2024 at 09:39 AM.
How does a warranty get underwritten on a used car without any proof of adequate maintenance prior to the second owner purchasing the vehicle used and then looking for a ... say.... fidelity warranty?
do warranty companies have special access to the VMI or maintenance records associated with the VIN number that the new owner does not have access to?
Warranty customers are only responsible for proof of maintenance under their ownership. The first place the warranty company looks is CARFAX, if maintenance history is not there, they request records from the customer.
Hey Trenton. I hold no ill will against you. like I said in the email, I was going to post my experience on the forum to warn other members about the issue with hand written receipts. You were very helpful and always answered my email/calls in a timely matter.
Fidelity is fantastic, but customers still have to maintain their vehicles while under extended warranty coverage, and keep proper records of that maintenance.
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