Legal Question in Consumer Law in Pennsylvania

I'm dealing with a car warranty company outside of the dealer's warranty (the company is located in Missouri and the call center is in Texas) My question is how long are they required to keep a record of phone conversations/questions/complaints. This company is refusing to honor an agreement to cover repairs for our car even when we produced service records that they told us over the phone would be in compliance with our contract. The company told us that they do not have a record of that call and they do have any phone records prior to March of this year. What is our next step?


Asked on 6/23/10, 6:11 pm

1 Answer from Attorneys
Rachel Hunter

Forget what they told you. What matters is what the written warranty says. What does the written warranty say?

If you have proof (the service records), stop calling and start writing. Calls, as you may have learned, do not exist if the company develops amnesia. A letter creates a paper trail that cannot be ignored.

For a fee, I will be happy to send a letter on your behalf to someone with authority, not some no-name person in customer service.

And I did research on the law and I was not able to find anything. There do not seem to be any requirements. Businesses do not have to record a conversation or keep it. The company must have an internal policy, but they are not going to share it with you absent a lawsuit and we are not at that stage yet. The issue is not what was said anyway, but whether you meet the terms of the warranty.

Feel free to contact me if you wish to discuss this matter and would like my assistance.

Rachel Hunter

Attorney at Law

[email protected]

(678)-687-9693

Admitted in GA, PA & NC

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Answered on 6/24/10, 3:14 pm


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