ComplaintsforCARCHEX

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My deceased father purchased the extendend warranty. The car was totaled, he died, but before the car was totaled, I gave them my credit card to keep the coverage and make automatic payments from, but then the car was sold and I've repeated asked them not to make anymore payments and cancel the coverage/policy, but they will not and just ignore me.

  Customer response

  09/09/2024

  This can be canceled or withdrawn.  The business finally responded and handled my account appropriately.

  

  Business response

  09/09/2024

  Based on the name and email address provided in your review, we are unable to locate your contract. Please email ****@carchex.com with your contract number so that we can properly address your concerns.

  Customer Relations. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My service Service Contract Number: ********* I am a private customer. My car in question is a 2017 Genesis G90 purchased second hand near San Francisco from a major dealer. A good family vehicle. I purchased the after-market warranty from CarChex under "Titanium Coverage" tier, their lowest liability, highest warranty tier, with $200 out of pocket. The coverage is active until 02/2026. In February, 2024, I had a case of warranty. The car has been services in Huynday and later Genesis of Kirkland dealerships, as available in Seattle area. Several things went not as expected from the contract. 1. CarChex refused to pay the entire cost of the repairs. My out-of-pocket ended up being so far over $1000. They claimed that the dealer wanted more than national average for this repair. There is no other dealer in a radius of hundreds of miles and I have no indication that they overcharged. 2. The employees of CarChex claimed that the initial assessment of ~$370 was covered, yet they refused to pay it. I lost count of the number of phone calls, emails and more emails to get my warranty honored by them. 3. The dealer also became frustrated by how slow the communication was and how hard they are too reach. CarChex has not answered a single email I have ever sent to their employees after their initial outreach. I have at this point exhausted any means of reaching a satisfactory resolution and am hence turning to you for assistance.

  

  Business response

  09/09/2024

  Thank you for bringing your concerns to our attention and for the opportunity to respond. ******** **** ****** ("***") administers repair claims brought under vehicle service contracts (“contract”) sold by Carchex. 
  The claim at issue related to your complaint was reviewed by an *** Senior Legal Claims Specialist (“Specialist”), who is an ASE-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, the Specialist determined the claim was adjudicated correctly. The out of pocket costs are the contract holders responsibility. Nothing further will be authorized on your claim. If you have any additional questions please contact claims at 800-********.

  Customer Relations. 

  Customer response

  09/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1. Out of pocket cost is supposed to be $200, not in excess of $1000 as is the case today.

  2. On three separate occasions, representatives from CarChex and ********* assured me that the initial assessment fee of the work required was also reimbursable to me under my policy and provided me with a number to call to obtain that reimbursement. Yet, when I called it, the person there assured me that is of the scope of the contract and gave me an email to which to send my concerns. I did so and never heard back. No justification has been provided as to why it was rejected.

  3. None of my emails with the supporting documentation to the above issues have ever been responded to. When I spoke on the issue in item 2 above, the information was missing from the file and when I resent it to the email address given, it was also ignored as noted above.

  4. I enclosed here the said bill that the company has repeated ignored. The expert technician will recognize the cost item that is due to be reimbursed.

  So I am not of the impression that my contract was fully honored. Rather, my sense is that an arbitrary decision was made as to how much they will pay and that is it. The entire practice of ignoring messages and not following up is indicative of a very poor customer service and some intrinsic issue with how a follow up is discouraged systematically to prevent customers from getting their rightful payments. FYI, I draw my comparisons from other major insurance companies I have had experience working with as a customer. It is very different over there.
  

  
  Sincerely,
  
  ****** ******

  

  Business response

  09/10/2024

  The claim currently has authorization for over $4000.

  This authorization has exceed what you have paid into the policy. 

  We stand by our adjudication.

  If you have any additional concerns you may follow up with claims at 800-********.

   

  Customer Relations.

  Customer response

  09/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  It says no where in the policy that the amount to be paid on a claim has a ceiling of any kind nor that this ceiling is dictated by the amount paid into the policy.

  Respectfully, your response makes no sense.

  I am referring you back to my original points and expect corrective action on your part to honor the policy.

  Also, my policy is valid for an additional roughly 18 months, so does your response imply that you are no longer offering me any coverage for this vehicle going forward? That would be an obvious breach of contract too.
  

  
  Sincerely,
  
  ****** ******

  

  Business response

  09/11/2024

  We are standing by our adjudication. 
  There will not be a REFUND as we have paid out more in claims than you have into the policy.
  There will not be anything additional paid out on this current claim as we have verified and authorized what is covered by the contract. 
  As stated in the previous response the customer is responsible for any out of pocket expenses. 
  The claims team will be happy to break down the authorization as well as the payment for your current claim. 
  If you have contract specific questions such as what you have mentioned you may contact customer service at 800-********.
  Carchex considers this matter closed. 

   

  
  Customer Relations 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been paying $232 per month for this warranty insurance happily. I took my BMW to *** **** *** to get fixed because the car would not start. I was informed after *** **** filed the claim that they do not use ********** **** ****** at thier facility. They said they do use ********* which is a the parent company of Carchex. Then, I was informed that Carchex would not cover the charges over $5000. Which I was unawre of. After *** **** reviewed my car for damages, I was told that a substance had been put in the fuel tank so then it now became Vandalism issue so I contact my car insurance ***** who said they would pick up the claim in full due to the nature of the issue. I contacted Carchex August 7, 2024 August 8 20247 and August 9 2024, on the August 9th call when I found out that the car would be handled by ***** I told Carchex that I would no longer be needing their coverage because the vehicle was totaled and ***** is taking care of it. Today, I got an text from my bank stating that Carchex charged my account $232.52 for warranty. I immediatly contacted Carchex to ask why the charged my account when they were aware the car was totaled and that i no longer needed the warranty insurance. At that time, I was informed by "John" a representative from Carchex that I would not be refunded for the $232.52 because I did not call them in time to cancel the coverage. I explained to him that the contract has me due on the 26th of the month I contacted them on August 9, 2024 which was 17 (seventeen) days prior to the next bill becoming due. John told me i would not be refunded and that I could add another car to the contract to make up the cost of the $232.52. I told him I would not be needing the insurance at all and that I had purchased a brand new car which comes with a warranty and did not need. John told me I would still not get a refund. I asked for Supervisor he said the supervisor would be able to help either. I asked for corporate number & email and was refused.

  

  Business response

  08/26/2024

  Thank you for bringing this to our attention.

  We are having trouble locating your account please email your contract number to ****@carchex.com. 

  Customer Relations. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In August of 2023, I contacted CarChex regarding a claim that has been denied and I felt based on the contract it should have been covered. I requested an escalation of this claim. I then spoke with a representative that was extremely rude to me as she explained that they would not be covering the claim. There was certainly more professional way to discuss this with a customer. I informed her that if the policy was not going to pay what it was intended to pay, then I didn't want it anymore and please cancel my policy. This was in August of 2023. In preparing for my taxes, I pulled my bank account statements today and noticed that I was still being charged monthly for the policy I requested to cancel last year. I called CarChex to have them review the cancelled policy and refund the unauthorized payments. I was told that they would cancel the policy however when I spoke with claims last year to request a cancellation, they should have sent me to customer service to formally cancel the policy. Unfortunately due to their employee not following proper protocol, I have been charged $1,439.88 after my requested cancellation date. I explained to the customer service supervisor, Jordan employee ID#******, that the customer should not be impacted by their employees mistake. As a customer I did my part, I called, I cancelled and they can confirm that the call did happen to their claim office. A customer would have no idea who has the authority to cancel or not to cancel, this would have been up to the their employee to properly handle the cancellation process. I am requesting a full refund of the charges that we taken from me without authorization. Jordan was very rude and patronizing during our call as well.

  

  Business response

  08/08/2024

  Thank you for bringing this to our attention.

  Upon further review we did not locate the alleged call in reference to cancelation. 

  We can not refund you for a year as there is no record of cancelation.

  Nevertheless, out of good faith Carchex will refund your last 6 monthly payments upon execution of a signed settlement release agreement. 

  If you wish to accept this offer please email [email protected] that you are in agreement so we may draft the agreement and email it to you for your electronic signature. 

  Customer Relations. 

   

• Initial Complaint

  08/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I completed their website form looking for a quote. They immediately began calling me every half-hour or so until I picked up. I listened to the price quote that the sales agent gave me, and politely told him I'm not ready to commit to theirs or any related service, just gathering information. He did not accept no for an answer and started offering discounts, which kind of undermines their credibility because I expect an accurate quote, not something that is negotiable. I ended up having to hang up on him because I couldn't get him to accept my refusal and say goodbye. Then, they called back the next day as if I didn't make myself clear. And again today, three days after I first requested the quote. Plus they're sending me spam emails. Very hard sell, and if there were any chance I'd do business with them before, they have ruined it. Avoid if you don't want to be harassed.

  

  Business response

  08/08/2024

  Thank you for bringing this to our attention.

  We will take a look into this matter and handle internally as needed.

  We have placed you on our do not contact list.

  We are sorry to hear this was your experience.

   

  Customer Relations.

  Customer response

  08/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  08/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paid amount 719.20 Date of transaction: 01/20/2024 I purchased warranty for a car repair for my Hyundai Elantra 2018. The company will not honor the full repair, only portion. It took them over 2 weeks to get back to me, meanwhile I had to pay for a car rental. Hyundai dealership requested to change the whole engine. The warranty company only offered to pay for portion of the repair regarding the head gasket. Which doesn’t fix the problem with the car. Their excuse for not upholding their part of the repair, is no where covered in the contract. In the beginning they called me, and agreed to change and pay for a new engine. A week later, they called back and changed their story. The manger said no and they would only be willing to pay for a portion of the repair. The dealership is in a disagreement on the request for the repair from the warranty department. The Hyundai dealership said they have never worked with a warranty company that only offered to pay a portion of the work. The warranty department offered 1,900 to work on car but only to fix the head gasket which is not repairable nor does it cover the labor. From June 7th 2024 till now 7/6/2024 I have Had to pay out of pocket for a rental car. I have all the documents to prove my out of pocket cost. The warranty department only offered to cover 7 days of rental car but that decision wasn’t even made clear until 3 weeks after my car was taken into the shop. I can provide all the documentation needed if necessary. My car is currently still at the dealership.

  

  Business response

  08/12/2024

  Thank you for bringing this to our attention. 

  Upon further review your claim has been adjudicated correctly per the terms of your contract.

  Your administrator has authorized $1,728.85 for your current claim.

  Carchex will void the claim authorization and refund you in full upon execution of a signed settlement release agreement. 

  Please let us know how you would like to proceed. 

  Customer Relations. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hi, I believe I spoke with either Jamal or his direct supervisor at the time when I called to inquire about cancelling our Carchex extended warranty for our Honda. My fiancé at the time was on the call with me. I asked if we would get a full refund since we had never used the coverage. I was told by the representative “I don’t see why you wouldn’t receive a full refund”. Based on that we cancelled our policy and only received about 1/2 the expected refund. I called to find out what happened and was told the refund we received was based on how long we had the policy even though it was never used. I said we only cancelled based on what we were told over the phone, & they said that is not how the contract works. I requested an investigation and requested they listen to the phone calls to see what we were told…they said they would listen to the phone call and get back to me. Over a month goes by of me checking in via email (no response) & leaving voicemails (no response). Turns out eventually I get through to someone and that person is no longer with the company. I requested the new person I’m talking to look into the phone call (Jerry, or J. E******) and he says he will & will get back to me in 24 hours. It’s been a month. When I email him (3 times) there is no response. When I call him number and ext. it goes to someone named Nick. I have no idea what going on over there but I’m not getting any help on my own. They just don’t respond. The total paid was almost $2,000 and I received around an $800 refund. I hope you can help, thank you so much. Policy number *********

  

  Business response

  08/08/2024

  Thank you for bringing this to our attention.

  Upon further review per the terms of your contract you are owed prorated refund which was refunded to you thus far. 

  Please see the below cancelation procedure per your contract.

  F. Refund Calculation:
  If this Policy is cancelled within the first sixty (60) days from the effective date
  and no Claims have been filed, We will refund the entire Policy charge paid. If
  this Policy is cancelled after the first sixty (60) days or a Claim has been filed,
  We will refund an amount of the Policy charge according to the pro-rata method
  reflecting the greater of the days in force or the miles driven based on the term of
  the plan selected and the date coverage begins, less a fifty dollar ($50.00)
  administrative fee. In the event of cancellation, the lienholder, if any, will be
  named on a cancellation refund check as their interest may appear.

  Therefore, you were refunded correctly per the terms of your contract. 

  We also have attached a copy of the contract for your records. 

  Customer Relations.

  

  Business response

  08/12/2024

  Though you have received the correct refund, Carchex will refund in full out of good faith.

  Please allow 5 to 7 business days to receive the difference.

  Carchex considers this matter closed. 

  Customer Relations. 

   

  Customer response

  08/17/2024

  Hi, we did receive the check from Carchex and we deposited it with no issues. We appreciate your help with this so very much. We were literally getting nowhere with Carchex directly and did not get this finally resolved until the Better Business Bureau stepped in. Thank you!!

• Initial Complaint

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I’ve been shopping around for an aftermarket car warranty and it’s been a tough ordeal. I finally wound up speaking to a Trevor W**** who is a salesman for the company known as Carchex. I was not informed that many namebrand car dealerships nationwide will not except carchex for warranty coverage for claims Now as of today, July 25, my policy is not activated yet until August 1. I post dated the payment until August 1 when I get paid with my VA check. So my car warranty known as the premium plus policy is not active nor activated until August 1 when they take the money out. I don’t want any hassles and I want this to be a simple process. All I want simply is for Travis W*** the salesman or anybody else in customer service or whatever department to quickly cancel this policy before it activates on August 1st at Carchex. This company is affiliated with the same administrator that *** ****** is affiliated with. I called up every Ford dealership and my neck of the woods all four of them, and none of them will accept **** ******, or carchex extended warranties. The reason I was told was due to the administrators, lack of paying out claims The administrator is ******** ***** ******. Therefore, before my account gets money drawn out of it and becomes activated on August 1, I want this policy to be canceled immediately by Carchex before it activates on August 1. That’s all.

  

  Business response

  07/26/2024

  Thank you for bringing this to our attention.

  We went to cancel the post date and noticed you had previously spoken with a representative who cancelled this out for you.

  We are sorry to lose you as a customer.

  Customer Relations. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased car repair insurance coverage for 112.90/month on 9/20/2023. Had a $900 dollar car repair last month for covered repairs to CV strut and sway bar and they refuse to pay the claim stating first that it was two repairs, then that the mechanic never called to get pre-approval which is a lie because he and I called numerous time. Then when I cancelled my coverage because of them refusing to pay legitimate claims they refused to refund me for the charge that had just posted (over the weekend) for the upcoming month when I cancelled coverage on the Monday following the charge. People need to know that this company is terrible and is scamming people out of their hard earned money!!

  

  Business response

  07/25/2024

  Thank you for bringing this to our attention. 

  As noted on the first three pages of your vehicle service contract, ******** **** ****** (***) is the administrator of your vehicle service contract and has FULL authority over repair procedures, approvals, denials and payments.  We have contacted them to obtain information on the repair claim you have referenced. Upon further review the sway bar links were failing. Per the terms of your contract sway bar links are not eligible for coverage. 

  Nevertheless, Carchex will refund your last 6 payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ****@carchex.com to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.

   

  Customer Relations

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a policy with CarChex purchased on 12/29/2018. I need to discuss policy coverage of a repair. The phone number when I log in to my policy does not work. I have spend countless hours with literally 8 different phone numbers today and many more last week. Most all phone numbers get me to *** ****** which seems to be a company under CarChex. They cannot help so they say they are sending me to CarChex. If I am not cycled back to a *** ****** number or person which continues to happen, and I actually get to a CarChex person, they say that they are phone triage and that I am in the wrong place because apparently CarChex was bought or did some shell game with their company so that if you were what they are terming as a "legacy" or "term side" customer, then they cannot help. They are always nice and apologetic with good intentions to help it seems. Only every time I transfer or wait on eternal hold I get to someone in customer service who tries but cannot get me to someone with CarChex or anyone who can give a determination of coverage for the issue. Last week I was transferred to a line that said "due to weather related claims we are experiencing higher than normal call volume...if someone does not answer in 15 minutes please leave a voicemail and someone will get back with you or you can email us at [email protected] and someone will respond to your email." I have left a voicemail and sent an email on 7/5/24 at 2:59pm after having fought threw earlier in the day and left a voicemail. And no one can answer the million dollar question of how a repair shop is supposed to even file a claim little alone get paid for work if they cannot get a hold of someone with CarChex??? The last person said she physically went to the room where there is only (1) person dealing with all these TERM CUSTOMERS. She put my name/info on his desk and he supposed to call me back...1 person RIDICULOUS! Policy=*********. LEAD ID#*******

  

  Business response

  07/15/2024

  Thank you for bringing this to our attention,

  We have contacted the claims team and they have confirmed access to your account.

  Your service provider can call in a claim at 800-*********

  Customer Relations. 

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩