Partial payments

I purchased the ultimate coverage. Aug 11,2014 my audi went into shop, they paid 1950.88 of 2635.14 bill. I was told audi labor rate was hire then the average, some gaskets weren't covered, etc... So I had 684.26 out if pocket. I too was told everything is covered just like manufactor warranty. My car is now back at Audi with a different repair, and now they want to pay about 1/2 of the repair, wants Audi to use after market parts.... Something's not right. They take days to get back with any sort of approval. Audi has been great through out this process by providing me with a loaner car, and speaking with warranty auto protect. I ask for the person name when I call, I called back and was told no such person works there. What's going on ??? I paid in full for this coverage. Customer service is horrible.

Would love to hear from them.