Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My truck broke down on 4/14/2025. I called Carchex to get the issue taken care of. After having to find a shop because their system said the closest one was over an hour away, i get the truck towed to a shop, literally 2 miles away. The shop, Carchex, and I spent 3 weeks back and forth trying to get a diagnostic completed. Carchex kept telling the shop to stop and telling me that they were waiting for the shop to finish. The shop also told me that once Carchex finally told them to finish the diagnostic, they were told to keep digging and digging, taking the engine more and more apart. I had to agree to a $5000 teardown, which should've been covered under my warranty. The shop told me what the issues were, but Carchex wanted them to keep digging and then low and behold, after they finish the diagnostic, my warranty magically doesn't cover any of the repairs. There is a bad seat valve on the left side of the engine that somehow caused the lifters on the right side to go bad?? That's not how it works. Today, 5/5/2025 Carchex says that the seat valve isn't covered at all. That's fine I guess, but it didn't cause the other issues. What's the point in paying for a warranty when they will insist on whatever the issue is, it's not covered. Now I'm stuck with over $5k in a diagnostic charge, and a broken truck still. The total repair is over $13k. Would like it to be fixed still or at least refunding the amount I spent on a warranty company who refused to fix the truck.

  

  Business Response

  Date: 05/08/2025

  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 ***-Certified Master Mechanic.  Based upon all available information and documentation and pursuant to the terms and exclusions of your contract, it was found that your claim is under review. The claims team will be in contact with you if additional information is needed as well as when a claim decision is made. 

  If you wish to contact them first you may call them at 800-*********

  Customer Relations. 

  Customer Answer

  Date: 05/14/2025

  I have escalated the denial with Carchex. They called me and said they are reviewing the case and have so far decided to cover 20% of the cost of tear down. Even though their contract says they are responsible for the tear down. The teardown cost was over $5k. They have yet to cover anything else and are clearly putting blame on anything they can to deny the coverage. 

• Initial Complaint

  Date:02/12/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted the company via email asking them to cancel my policy, and no response. The contract number is ***********. I became a customer January 9, 2025. The company is very pushy with their sales tactics, and doesn’t understand a hardship.

  

  Business Response

  Date: 02/13/2025

  Thank you for bringing this to our attention.

  We have looked into this matter and you had agreed to keep the policy with a discount.

  Due to your agreeance to keep the policy this is why the policy was not cancelled.

  Nevertheless, CarChex will refund your  2 monthly payments and cancel the policy.

  Please, allow 5 to 7 business days to see the refund. 

   

  Customer Relations. 

  Customer Answer

  Date: 02/13/2025

  
  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

  Date:02/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tell carchex to take me off their mailing list. Missing return address on mailer also suggests marketing scam.

  

  Business Response

  Date: 02/13/2025

  Thank you for bringing this to our attention.

  We need the customer ID number on the mailer so we can remove you.

  Please, send the ID number via email to ****@carchex.com.

  Once we have received this we will remove you for the mailing list.

  Customer Relations.

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a deposit on an extended warranty that had money back guarantee. I had to cancel car purchase as transmission was defective on delivery & notified Carchex immediately that I did not have the car & never took delivery. See fax ok code. They didn’t refund deposit closed ticket I had created for refund as “resolved” then billed me a monthly payment, I contacted again they said they’d refund, charged again! Total of $463 for deposit & 2 mos on car I never got. They acknowledged receipt of my cancelled in October since & said they would refund back in December. It’s been over a month & still no refund. I want it next day, bank check or wire. They said mail could take 20 business days days which is ridiculous & it’s been even more. They have known for MONTHS and have not refunded me as they seem to be stealing from me despite knowing I don’t have this car. They close help tickets resolved when not & lied about sending the refund. It’s been over four months!

  

  Business Response

  Date: 01/23/2025

  Thank you for bringing this to our attention.

  It appears you spoke with a supervisor today who has submitted the refund.

  Please allow 3 to 7 business days to see the refund.

  Customer Relations.

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This warranty company has been prolonging the process of my vehicle to be fixed i never received a call back i only got to speak with the adjuster one time and no more after that he authorized the fixing on my vehicle but then required more pictures after the breakdown they stated my oil pan was covered opened a claim set up rental and didnt fix the issue i was having concerning a rental the rideshire is the onlything listed on the warranty to recieved 7 to 14 days but the rental doesnt have a set amount of days you have people with nasty attitudes who havent even read the policy themselves so they are not knowledgeble of what applies and what doesnt then you autorized and told the shop to do a further breakdown saying you going to pay for the repair of the leak but didnt extend my rental the warranty states that if and when autorized to breakdown they will cover the rental they want the contract to say what they want it to say but its not the way it reads. not to mention this is the holidays so its making it take longer for my vehicle to fix the repair facilty was constantly calling my car was in the shop waiting to hear from them for a week before we could even get a response to get the process started and get my rental set up which they set it up this is crazy i am needing an answer i need management they are not going off the agreement but making up their own rules they look for anything because they really dont be wanting to get vehicle fixed then you prolonged it by the shop not being about to get in touch with adjuster this is wild i need to speak to management then they told me they was escalating my concerns on the rental to have it extended they give you then run around when trying to talk to them and they only read notes not policy

  

  Business Response

  Date: 01/07/2025

  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. Nothing further will be authorized on this claim. If you have any additional questions please contact claims at 800-531-1925. 

  Customer Relations. 

• Initial Complaint

  Date:12/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have auto coverage for break downs towing etc. on Sunday November 17th I had an issue where I was over 3 and half hours away from home and couldn’t get ahold of the provider. I read they reimburse for towing. So I couldn’t get ahold of any towing company in show low az that would tow me to phx az under 1k dollars. My father in law suggested I get a car trailer from U-Haul and he would come up and tow me back. I paid the 179 to U-Haul which included the insurance as well. We all got home safely. I submitted the claim online to get reimbursement and called a week later in which the guy told me yes they will cover it and it’s in processing to get a check sent out. Called back this past Friday and spent 30 mins with no answer and no return call. I then called today and got a lady that said I was not getting a refund because I didn’t hire a licensed towing agency. I feel I was mislead and that the company was not available on Sunday when I needed help. Asked to speak with a supervisor and the lady said one would call in 24-48 business hours.

  

  Business Response

  Date: 12/20/2024

  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 has refunded you $125 for the truck and trailer. Per your contract that is the max pay out. Nothing further will be authorized. 

  Customer Relations.

• Initial Complaint

  Date:12/09/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became a member and it was stated that I can cancel within the first month and I'll get a complete refund. After trying to contact them to cancel within 2 weeks, I have been unable to reach anyone. I've been put on hold for hours and then hung up on. I've been trying to contact them for longer than a week without any success.

  

  Business Response

  Date: 12/10/2024

  Thank you for bringing this to our attention.

  We looked into this matter and it appears you have spoken with a representative who has cancelled your policy.

  You will be receiving the funds back to your card in 3 to 7 business days.

  We are sorry to lose you as a customer.

   

  Customer Relations. 

  Customer Answer

  Date: 12/10/2024

  
  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

  Date:11/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against CARCHEX, a company that sells used car extended warranties. I purchased two policies from them on August 30, 2024 and then cancelled them in September 2024. I sent the termination notices per the terms of the contract, which entitle me to a refund against the payments made. After many attempts to contact them I have not received a refund, or any response to my inquiries. I tried to reach them again today via their website, since I have not received any reponse to my emails, but it appears their customer support website does not allow for contact per the screenshots I have provided. I have outlined the details of this matter in the document uploaded named "BBB Complaint Against CARCHEX".

  

  Business Response

  Date: 11/08/2024

  Thank you for bringing this to our attention.

  After reviewing your polices you had cancelled during a renewal period as well as outside the 30 day from sale refund period. 

  You sent in the request to cancel on October 1st, 2024. We cancelled the same day and you had coverage until the day before the next due date.

  Therefore, there is no refund due and no further charges have been charged to the card on file. 

  Customer Relations. 

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own the 2013 GMC Sierra 3500 from policy #***********. I was told when I bought the plan in March 2024 that there was “Nothing to read or sign.” In late July I needed a repair. I checked on the website and it told me to refer to my contract. I called CarChex and requested it. Although I was made aware of some limitations when I talked with the salesperson, the warranty was significantly misrepresented in every way. I am requesting a full cancellation and refund of this policy minus the cancelation fee given these circumstances. I have made this request over Email and phone with no success, their last email reply was Aug. 22nd. I made no claims, and have driven less than 1,000 miles past the waiting period at the time of my first cancellation request. I was told there is no way to get any refund. I paid $1189.93 into this plan over 7 $169.99 payments. I called my bank and they were able to get back 4 payments totaling $679.96 but were unable to help with the first three payments given they are outside their claim window. I would like to get the last $509.97 back, minus the cancellation fee if absolutely necessary. Although I'm stuck with $2500 in repairs, Carchex customer service has been respectful to me despite the plan being much less helpful than I expected.

  

  Business Response

  Date: 10/01/2024

  Thank you for bringing this to our attention and allowing CarChex the opportunity to respond.

  Per the terms of your contract there would not be a refund due as you have significantly surpassed the 30 day refund period. 

  You have made 5 monthly payments and 2 payments have been charged back.

  In efforts to resolve this matter CarChex will refund the remaining 3 monthly payments upon execution of a Settlement Agreement and Release. If you wish to accept this offer please email ****@carchex.com so we may draft your agreement and email it to you for your electronic signature. 

   

  Customer Relations. 

  Customer Answer

  Date: 11/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Well... The check is for $509.97. About $340 less then I was offered.

  

  Business Response

  Date: 11/04/2024

  Thank you for bringing this to our attention.

  We see there was an error in the payments department.

  A check with the remaining amount will be issued ASAP.

  We apologize for the error.

   

  Customer Relations. 

• Initial Complaint

  Date:09/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got this car warranty to get my car fixed they when I got the car warranty need to be fixed they declined car check won't not refund my money and I believe this is fraudulent for look out for all consumers to protect people like car check from taking people's harder money that's why I want a file a to complaint against the company.

  

  Business Response

  Date: 10/01/2024

  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. 

  Your claim was denied to the cause of failure being excessive rust/corrosion. Rust/ corrosion is an exclusion per your contract terms. You can find the exclusions on page 2 of your contract. We have also attached a copy of the contract.  

  Nevertheless, in efforts to resolve this matter CarChex will refund 5 monthly payments upon execution of a Settlement and Release Agreement. If you wish to accept this offer please email ****@carshield.com so we may draft your agreement and email it to you for your electronic signature.

   

  Customer Relations. 

  Customer Answer

  Date: 10/01/2024

  
  

  Yes. I expect settlement offer

  
  

  

  Business Response

  Date: 10/02/2024

  We will draft the agreement and will be sending it to your email for your electronic signature. 

  Customer Relations.