Alex was amazing with helping me get my Auto Warranty cover. I am still in the probationary period of my warranty so I don’t really know how the warranty works. I don’t have anything going on at the moment so I’m just happy that the car is now covered under warranty for if anything that’s happened I’m safe thank you so much. I appreciate it.
The second claim I filed was earlier this year for a starter issue. I called in, spoke with Joseph from claims, and he was extremely helpful and polite. He made sure the shop had everything they needed and followed up to check on the progress. I really appreciated that the communication was clear the whole way through. There were no surprises or arguments, just a smooth process.
The shop found out it was the thermostat and the water pump that needed to be replaced. They called SOS directly and that’s when I spoke with Marcus from the claims department. He was straightforward and didn’t drag anything out. He asked a few basic questions, confirmed the repair details with the mechanic, and said he’d call back shortly. I thought I’d be waiting all day but he called back in like an hour saying everything was approved. No hassle, no back and forth, no “let me put you on hold and transfer you to five different people.” Just done. What really surprised me is that SOS paid the shop directly over the phone. I didn’t have to pay thousands upfront or argue or submit receipts or chase down anybody. I only paid my deductible and that was it. The mechanic even said they wish more warranty companies were this easy to deal with. Also want to mention Alyssa, the rep who originally helped me when I first enrolled. I called her after the repair just to let her know how it went and she actually remembered who I was. She wasn’t rushed or annoyed or robotic. Just real help from a real person. That honestly matters to me. The whole experience made me feel way more confident driving my car now. I don’t have to get scared every time a warning light turns on. For me it’s really the peace of mind more than anything. I’m glad I chose SOS, especially after seeing how smoothly they handled my situation.
Another thing I want to mention is my direct representative, Ricardo. Whenever I have a question about my plan or coverage, he has always been patient and takes the time to explain things in a way that makes sense. You can tell he actually cares about the customer experience.
The first issue I had was with my air conditioning system during a road trip in the middle of summer. I took it to a nearby shop, told them I had SOS, and they handled it from there. The shop called SOS, gave them the diagnosis, and the claim was approved the same day. I only had to pay my deductible and the work was done without stress or delays. That experience alone made me feel confident that I chose the right company.
After paying $8,000 for an engine on our 2015 Chevy Equinox with just over 100,000 miles, I began looking for an extended warranty. After researching different extended warranty companies I settled on SOS. I needed some work done and none of it was covered under the warranty. They covered a couple hoses out of "good faith" apparently. I then had an issue with an engine that was replaced before I purchased the SOS warranty. The new engine failed just after the mechanics one year labor warranty expired so the mechanic put a claim in with SOS. At first they had a representative come to the shop and approve the labor but later wanted service records and began negotiating with the mechanic over what they would pay. They covered some labor, parts were covered under the manufacturer warranty, and I paid the difference.
Then I had another issue that turned out to be the transmission (after multiple mechanics and finally the dealer finding the problem). Because the initial assessment shows a component inside the transmission, SOS said they don't cover it. After getting dealership prices, we took the car to another mechanic with the diagnosis who began working with SOS. Again, they requested service records and then told the mechanic the problem was negligence on our part because we did not get it repaired at the dealer (even though the problem was there before the dealer??). Apparently SOS thinks it broke more between taking it from the dealer to the other mechanic. Just an excuse not to pay out.
Good luck getting a hold of anyone. You call and wait to talk to someone who takes your information and tells you a representative will call back the next business day. Haven't received a call yet so they must still be closed, since last week.
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