Complaints
This profile includes complaints for Enterprise Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 60 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/25/2025
Type: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.
On May 5th, 2025 we took our ***** Silverado to ******** Chevrolet (******, **) for evaluation. ******** advised that the truck needed an engine repair with an estimated cost of $7,880.15.On or about May 23, 2025, the technician said she spoke with **** ****** who informed the most *** would pay was the $500 based on the ******* miles limit of liability clause. According to her if we had further questions to give him a call. I called same Friday, May 23rd and left two messages for a call back regarding the limited coverage being claimed. On June 3, 2025 when I finally spoke with **** ******, I asked if he received my messages, to which he replied Yes, but I didnt feel a need to return your call. Between May 23rd-June 4th, I have made numerous calls speaking to several phone representatives to include ********* *********, **** ****, *****, and ***** Epperling to name a few. I called *************** spoke with *** *******, who sold me the service contract. *** *******, stated that the ******* miles was not applicable to my contract since my odometer reading was at ******* at time of purchase. In second phone call with *** *******, he further stated that ******* ****, his supervisor also stated the ******* limit of liability did not apply to my contract. I have sent letter requesting mediation, which they consider a phone discussion between just us, not a third party mediator according to ***** *. He offered of $1,700 as refund and cancel contract. I would like them to pay the cost of engine repair per terms of contract: 2018 Chevrolet Silverado (VIN: *****************) ******* Odometer reading at time of service contract purchase Purchase Date: May 11, 2024, Purchase price $5,977.00 Term of Service Contract Months 60; Mileage ******* Mandatory Waiting Period 30 days and ***** miles will be added to term of contract $100 Deductible ***** Epperling, would not provide name of legal representative and hung up on me. He was rude and disrespectful!
Business Response
Date: 07/09/2025
July 9, 2025
Better Business Bureau of ************************
Regarding Consumer:
****** ******
************************************************************
Re: BBB Case # ********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the administrator of the referenced Contract. *** has been in contact with Ms. ****** regarding this dispute. Ms. ****** previously purchased a vehicle service contract from *** in which *** paid out the maximum liability of $10,000. On May 11, 2024, Ms.****** placed a call to an affiliate of **** concerning her desire to purchase additional coverage. On this call, Ms. ****** was informed of various service contract options. Ms. ****** elected to purchase a contract carrying a ******* mile or 60-month term. The odometer on the covered vehicle at the time of purchase was ******** Ms. ****** was informed that she would receive the agreement in the mail, that she should review the agreements terms, and that she has 30 days to cancel the agreement for a full refund. Ms. ****** did not cancel the contract.
The contract that Ms. ****** purchased contains a limitation of liability clause, which plainly states:After ******* miles, the max claim limit per occurrence for Essential coverage will be $500. Although Ms. ****** purchased the new service contract covering up to ******* miles from the odometer reading at the time of purchase, the limitation of liability clause applies generally to the vehicles overall odometer readingnot the number of miles driven under the contract. It is plainly stated in the contract that once the vehicles odometer exceeds ******* miles (as is the case here) the maximum amount payable for any covered repair under the Essential coverage tier is $500 per occurrence.
In or around spring of 2025,Ms. ****** took her vehicle to a repair facility for mechanical issues. The repair estimate provided by the facility was $7,880.15. Ms. ****** submitted the repair claim to ***, and *** approved up to $500 worth of coverage per the limitation of liability clause provided in Ms. ******* contract. Ms. ****** disputed this amount. In response, *** conducted numerous phone calls to explain the limitation of liability clause to Ms. ******* As a goodwill gesture, *** additionally offered to cancel the contract and provide a full refund (which exceeds what she is otherwise entitled to receive under the contract). Ms. ****** has rejected all offers in compromise from *** and continues to demand full coverage of the repairs to her vehicle.
*** administers all claims in accordance with the contract language. The limitation of liability clause was applicable to her previous contract and remains applicable to her current contract. As of now, *** is maintaining constant contact through outside legal counsel in an attempt to conduct a mediation with Ms. ******* *** hopes to resolve this issue promptly and amicably.
Sincerely,
***** **********
Sr.Manager, Client Services
EFG CompaniesInitial Complaint
Date:06/18/2025
Type: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.
Warranty was purchased on May 9th, 2025. Purchaser was cold called several times and sold warranty he does not need.Business Response
Date: 06/25/2025
We appreciate you reaching out with your concerns. The customer experience is of our utmost priority to us. We are really taken back on this complaint we DONT call anyone, your father responded to a mail piece that was sent to him direct mail his Policy Refence number on that mail piece is BRI3726654. However this policy has been cancelled and a full refund has been issued back to MC ending in ***************************************************************************************************************** the future.Business Response
Date: 07/01/2025
July 1, 2025
Better Business Bureau of *************************
Regarding Consumer:
****** Blanton
******************************* Apt 2
******************
Re: BBB Case #********
Vehicle Service Contract # ***********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract. Though a response has already been posted for this review by the seller, we wanted to provide the following update from EFG Companies.
After thoroughly reviewing Mr. ******** BBB complaint, we contacted him directly to address his concerns. The service contract in question was purchased by **** ******* on May 5, 2025, and was sold by Palisade Protection Group. *** has agreed to cancel the policy, issue a refund for any collected premiums, and has coordinated with Palisade Protection Group to facilitate the cancellation process.
Mr. ******* has expressed full satisfaction with the resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesInitial Complaint
Date:05/30/2025
Type: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.
A home warranty was issued to my 73 year old sister with mental disabilities. She has a debit card for basic needs and was talked into signing up for a home warranty by phone. Myself and my other sister are the owners of the condominium she resides in and are on the deed, she is NOT. As the owners we manage all repair and maintenance work. When reviewing her account it showed that MEPCO (Account Number *************** had been removing ****** monthly for 5 months total of ******. I conduct all business on the condominium she resides in due to her capabilities and being the owner. I was told to go to the warranty agency and was finally able to obtain a contract number after weeks (***********) but had no success in getting her a refund. I believe an at risk person was taken advantage of and explained this to Mepco and the ****************. Each company told me to go to the other for action. This has gone on for almost a month. I now do not receive calls back on the issue when a message is left. The answering machine says it is for an **** *****, when I previously asked for him no one could connect me with this person. Please see uploaded letter that explains the entire issue. I have contacted the ************************ and will continue to pursue this, however, am requesting any additional assistance I can get for resolution, which is ALL her money REFUNDED!Also, we canceled her first card so a May debit could not be debited but somehow Mepco was able to debit her new card. The banks fraud department has put a hold on the May debit to research how the new card number was obtained. Please help resolve this for my at risk sister.Business Response
Date: 05/29/2025
see attachedBusiness Response
Date: 06/05/2025
June 5, 2025
Better Business Bureau of *************************
Regarding Consumer:
****** Plumb
CO, 80831
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mrs. ****** BBB complaint, we contacted her directly to address her concerns. The service contract in question was purchased by ******* ******* on December 1, 2024, and was sold by ***********. *** has agreed to cancel the policy, issue a refund for any collected premiums, and has coordinated with Technologix to facilitate the cancellation process.
Mrs. ***** has expressed full satisfaction with the resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesCustomer Answer
Date: 06/06/2025
I have reviewed the business response and accept this resolution. I would like to thank ***** ********** for his understanding on this matter and providing this resolution.Initial Complaint
Date:05/29/2025
Type: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.
Purchased a Signature Finish Tire and Wheel Protection Coverage Contract ************ from Enterprise Financial Group EFG on 2/17/2023 when I bought out the lease on my 2021 ***** NX F Sport with ***** miles from ******* *****. On 4/08/25, our daughter drove the car 50 miles to ***** for service, stopping several times to put air in a tire. Service told her the tire was too damaged to repair and had to be replaced before she could drive 50 miles back to my house. I was working and unable to access the contract. ******* had no record of the contract. The tire was replaced. On 4/11/25 which was the first time i had available, i called *** and spoke with "adjuster" *** *******; explained the situation; he said he would waive the preapproval. When I heard nothing after May 1, i called and spoke with two different agents; explained everything again; resubmitted documents; and on May 7, received denial because i didn't get preapproval. This was a very expensive contract and i never filed a claim. All things considered, i think *** should've paid for the tire.Business Response
Date: 06/10/2025
June 10, 2025
Better Business Bureau of *************************
Regarding Consumer:
***** Renzelli
***********************************>**************************;
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mrs. ********* BBB complaint, we reached out to her directly to address her concerns. *** was first notified of the issue on April 11, 2025, involving a problem with one of her tires. At that time, the customer was advised to have the repair facility contact us to initiate a claim.However, Mrs. ******** informed us that the repairs had already been completed on April 8, 2025 without prior authorization, which is a requirement under the terms of her contract.
Despite this,she was asked to provide a copy of her invoice for review, and our adjuster agreed to waive the prior authorization requirement in this case.Unfortunately, the original adjuster failed to document this waiver in the system, leading to an initial denial of the claim.
Upon further review, *** has approved reimbursement for the covered tire and clarified that,moving forward, all claims must be submitted by either the customer or the repair facility before any repairs are completed.
Mrs. ******** has confirmed that she is fully satisfied with this resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesCustomer Answer
Date: 06/10/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:05/27/2025
Type: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.
We paid for an extended warranty for a used vehicle, purchased in April of 2023. The vehicle was recently found to be overheating and it looked like the coolant was leaking, although not on the ground. We took the car to a dealership to have it assessed. The coolant was leaking into the radiator. The dealership called to get the repair approved. The inspector for the MAP warranty arrived on a Wednesday to inspect the issue. The following Tuesday, the dealership reached out to get the report to move forward, since it had been well-beyond the 2 working days promised. The warranty company said they would not cover the expense because there was "stop gap" put in. We have never put anything but coolant in to get it to the shop. The warranty company is making excuses not to cover a covered expepense. They are saying we added a powder? and that we have caused it not to work. We have not done anything of the like and would like the expense covered, as is stated in contract we signed.Business Response
Date: 06/05/2025
June 5, 2025
Better Business Bureau of *************************
Regarding Consumer:
***** ******
**********************************************************************************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mrs. ****** BBB complaint, we contacted her directly to address her concerns. *** was first notified of the issue by #1 ******* ****** on May 20, 2025, regarding an overheating problem. The repair facility reported that the radiator was restricted, and that metal debris was present in the coolant. Due to the nature of the failure, *** assigned a third-party inspection company to assess the damage and condition of the vehicle.
The inspection report concluded that the cooling system had been contaminated, likely due to the use of a substance such as Stop Leak, which may have been previously applied to address a leak and subsequently caused a restriction in the radiator.
As the contract specifically excludes failures caused by contamination, the claim was initially denied.
Following the BBB complaint, *** reached out to #1 ******* ****** to confirm whether they agreed with the inspectors findings. The technician who worked on Mrs. ************* stated that he did not believe a part malfunction caused the metal debris in the cooling system and agreed that a contaminant was the likely cause. While he noted he had not personally seen a cooling system component fail in this way, he acknowledged that such a failure was possible.
As a gesture of goodwill, *** has agreed to reimburse Mrs. ****** for the cost of the radiator replacement. However, since contamination is not a covered condition under the service contract, the cost of flushing the cooling system will remain the customer's responsibility.
Mrs. ****** has confirmed that she is fully satisfied with this resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesCustomer Answer
Date: 06/05/2025
I have reviewed the business response and accept this resolution pending receipt of reimbursement agreed upon on the phone on 6/3/25.Initial Complaint
Date:04/26/2025
Type: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 2020 GMC ****** 1500 broke down on March 11, 2025. I took the truck back the same day it broke down to the dealership that it was purchased from. I purchased a valid warranty on the vehicle as it was purchased in July of 2024. My repair, according to the warranty coverage I purchased, should absolutely be covered by warranty. The warranty company has not been cooperative since the start. My vehicle is currently sitting at the dealership torn down and has been for weeks untouched waiting on an inspector from the warranty company to inspect the vehicle before any repair can be done. The warranty company is requiring the inspection before they will approve repairs, but they are requiring that I pay out of pocket for the inspection. Myself and the dealership have been told numerous times for weeks that the inspector was coming and yet nobody has arrived when they were scheduled to. After contacting the warranty company personally they now say that their inspector was having medical issues, something that was never mentioned before, and they didnt know when the inspector would arrive. I have not once been offered a rental by the dealership or the warranty company leaving me without a reliable vehicle for daily commute and work since March 11, 2025 when the truck broke down.Business Response
Date: 05/12/2025
May 12, 2025
Better Business Bureau of *************************
******* Woolard
******************************************************************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After carefully reviewing Mr. ******** BBB complaint, we reached out to him directly to address his concerns. *** was initially notified by Rivertown Buick GMC on March 17, 2025, of an internal engine issue that required disassembly to determine the cause and extent of the damage. Per the terms of the Service Contract, we instructed the repair facility to obtain the customers authorization for diagnostic testing and to provide a repair estimate before we could move forward with any approval.
The service advisor provided their email address, and EFG responded by sending the adjusters direct contact information, requesting to be notified once the diagnosis was complete and an estimate was available.
On April *******, the shop emailed EFG confirming that the vehicle had been diagnosed and was ready for inspection to verify the failure and assess the damage.
In response to the BBB complaint, Mr. ******* indicated that the service facility had suggested *** was responsible for the delay. We clarified to Mr. ******* that we had only recently received the diagnosis and took immediate steps to expedite the repair process. We also offered rental assistance to support him during the repair period.
Mr. ******* has since confirmed that he is fully satisfied with the resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesInitial Complaint
Date:04/21/2025
Type: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 purchased a extended vehicle service contract with MAP administered by Enterprise Financial Group. Contract # ************ on 5/25/2023. It's a 4 star coverage with a $200 deductible. I called them and was on hold for 45 min before getting a person. I told them that during an oil change it was found that my oil cooler was leaking. After confirming I was still in the time and mileage coverage the person on the phone confirmed that was a cover repair and told me to take it in to any service repair place. I took my Jeep to the dealership. I should only be charged the $200 deductible but instead I am being charged $640 because they said the warranty won't pay the full labor rate, clean up or the full cost of parts. There is nothing in the paperwork that I was given that says it won't pay the labor rate, clean up, or full cost of parts. The dealership says I have to pay for an hour of clean up because the oil leaked into part of the engine that is covering sensors and the warranty doesn't pay for that and it has to be done or warranty covering those parts will be voided. Again the only thing it says in my contract is a $200 deductible. They agree the repair is covered but they won't pay the full labor rate at the dealership that sells the warranty or for clean up of oil due to the failed part the will damage other parts that are covered causing then to not be covered. This is a scam. I paid $2042 for this warranty and they are not covering what was agreed.Business Response
Date: 05/01/2025
May 1, 2025
Better Business Bureau of *************************
Regarding Consumer:
******* ****
**********************;
Choctaw, OK 73020
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After carefully reviewing Ms. ****** BBB complaint, we contacted her directly to address her concerns. *** was initially notified by ***** ******* Dodge on April 21, 2025, regarding a leak from the oil cooler and the left front axle. *** authorized the necessary repairs, including parts and labor, for a total approved amount of $1,327.55.
Following receipt of the BBB complaint, *** contacted ***** ******* Dodge and discovered that the repair facility had charged the customer for additional labor related to engine cleaningservices not covered under the contractas well as exceeding the approved cost for parts.
We informed Ms. **** that her contract does not include coverage for engine cleaning or detailing as part of the repair. However, *** has agreed to assist by reimbursing her for the additional charges incurred.
Ms. **** has expressed that she is fully satisfied with the resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesCustomer Answer
Date: 05/11/2025
I was told I would receive a check for the amount I paid over the $200 deductible ($266.81). I have not received this payment. Can the complaint stay open a little longer to ensure I receive payment before I agree to accepting the response?Initial Complaint
Date:04/17/2025
Type: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 purchased the extended warranty they offered through my bank when I bought my car. My car is in the shop and needing work done. The adjuster is telling the garage one thing and the customer agent is telling me something else. When I asked to speak to the adjuster because stories are not matching up, they told me that I'm not allowed to speak to the adjuster, only the garage can. That is VERY shady and simply unacceptable because I am the owner of the car. That's like a doctor's office telling me I can't hear the report about my own child being sick. That gives an opportunity for the customer to be royally screwed in a situation. I bought this warranty so that if something happens it wouldn't be so stressful. Now, it has become entirely too stressful. I now believe something shady is going on because of the fact that they won't let me talk to the adjuster about my own car. Please look into this matter so that they can do what was promised in the contract and repair my Jeep and cover the cost like the contract said they would for anything mechanical. The adjuster should absolutely talk to the car owner because that is MY car and I have the right to talk to the adjuster about MY car!Business Response
Date: 05/01/2025
May 1, 2025
Better Business Bureau of *************************
****** Frye
4064 PO Box
********************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mr. ***** BBB complaint, we contacted him directly to address his concerns. *** was first notified by Jims Automotive on April *******, regarding an engine-area oil leak and a potential transmission issue indicated by a whining noise. At that time, we instructed the repair facility to obtain the customers authorization to perform diagnostic testing and to provide an estimate before we could proceed with any approval.
Mr. **** contacted our office on April 16, 2025, inquiring why repairs had not yet been authorized. We explained that we were still awaiting a diagnosis and cost estimate from the repair facility. He reached out again on April 17 and April 22 with the same concern and was informed each time that we were still pending the shops diagnostic report and repair estimate.
Following receipt of the BBB complaint, EFG contacted Jims Automotive and was informed that the vehicle had still not been fully diagnosed. The shop indicated a suspected internal transmission failure but had not yet identified the source of the oil leak. To expedite the process, EFG dispatched a third-party inspector to assist with diagnostics.
The inspector determined that the transmission cooler had failed, resulting in coolant contamination within the transmission and subsequent internal damage. The inspection also confirmed a valve cover gasket leak.
Based on these findings, EFG authorized the replacement of the transmission, transmission cooler, and valve cover gasket, with approved repairs totaling $6,342.63.Additionally, EFG provided rental assistance to the customer while the repairs were completed.
Mr. **** has expressed full satisfaction with the resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesInitial Complaint
Date:03/17/2025
Type: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.
Car was taken to ***** ***** **** in ********, OK for repairs under extended warranty with ***. It has been 20 weeks and car is still not fixed. Took 2 months for insurance to approve cam phasers replaced, then notified it needed motor replaced. Took another 2 months for motor to be found and put in car just to find out motor was defective. They closed our claim although nothing had been done to car. Reopened today and waiting on approval for another motor. I need a vehicle to get to my cancer treatments. I've been borrowing a car to make them which is ridiculous. It should not take 20 weeks to get our car fixed.Business Response
Date: 03/31/2025
March 31, 2025
Better Business Bureau of *************************
Regarding Consumer:
******** Smith
5701 W Okmulgee
********, OK 74401
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mrs. ******* BBB complaint, we reached out to her to address her concerns. *** was first notified by ***** ***** **** on November ******, regarding an internal engine failure. *** instructed the shop to obtain the customers authorization to diagnose the vehicle and determine the cause and extent of the damage. On December 20, 2024, ***** ***** **** contacted *** to inform us that the vehicle was ready for inspection to verify the failure. A third-party inspector was then sent to assess the failure and condition of the vehicle.
EFG left multiple messages with the shop from 12/23/2024 to 1/14/2025 which were not returned.
1/15/2025 ***** ***** **** informed EFG that the manufacturers part was on national backorder,and they were unable to find an aftermarket unit. *** contacted several parts vendors, but only used units were available, with multiple vendors confirming that remanufactured units were out of stock. As allowed by the contract, *** purchased a used unit which was delivered on 1/21/2025.
On 2/21/2025 the shop reported an issue with the part received, which subsequently was determined by ***** ***** **** to be an issue related to the vehicles spark plugs, not the part supplied by ***.
*** worked with the shop to expedite the required additional repairs and waived Mrs.Smiths deductible. Mrs. ***** has expressed full satisfaction with this resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesInitial Complaint
Date:01/27/2025
Type: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.
Paid for warranty and 2 months later had an issue with motor and they dont want to pay because , they said car was wrecked under a total loss title and it was not it was a bonded ****** , because it was a lost title.Then they said they would issue me another warrant that would cover under my title but not cover exciting claim. Even though I told them when I purchased warranty it was a bonded title .Business Response
Date: 02/05/2025
February 3,2025
Better Business Bureau of *************************
Regarding Consumer:
****** Hill
1611 PO Box
**********************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mrs. ****** BBB complaint, we reached out to address her concerns. *** first received a call from Lithia Chrysler Jeep Dodge reporting multiple issues with the vehicle. Since this was the first claim on a newly purchased contract, *** conducted a Carfax check to confirm eligibility. The Carfax report indicated that Mrs. Hills vehicle had a branded title due to a total loss on 4/12/2024. The contract specifically excludes salvage, branded and total loss vehicles from coverage eligibility. *** then contacted the seller of the contract, ********************************, and informed them that the vehicle was ineligible for coverage due to the total loss. *** has confirmed that ******************************** issued a full refund to the customer via certified mail on 1/31/2023.
Mrs. **** was unaware that her vehicle had been branded as a total loss by the insurance company. She now understands the reason for the denial and is aware of the refund issued by *********************************
Please feel free to contact our office if you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesCustomer Answer
Date: 02/06/2025
I am rejecting this response because:
Enterprise told me it was a salvage title and the title I have shown is for a bonded title . When I fliled for title this is what I received. What they said they found on car fax wasnt true. They also said I would get a full refund and I still have not received the refund.Business Response
Date: 02/10/2025
February 10,2025
Better Business Bureau of *************************
Regarding Consumer:
****** Hill
1611 PO Box
**********************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mrs. ****** BBB complaint, we reached out to address her concerns. *** was first contacted by Lithia Chrysler Jeep Dodge, who reported multiple issues with the vehicle. As this was the first claim on a newly purchased contract, *** performed a Carfax check to verify eligibility. The Carfax report revealed that Mrs. Hills vehicle had a branded title due to a total loss on 4/12/2024. The contract clearly excludes salvage, branded, and total loss vehicles from coverage eligibility. *** then notified the seller of the contract, ********************************, informing them that the vehicle was ineligible for coverage due to the total loss. *** has confirmed that ******************************** issued a full refund to the customer via certified mail on 1/31/2023.
Mrs. **** was unaware that her vehicle had been branded as a total loss by the insurance company. She now understands the reason for the denial and is aware of the refund issued by *********************************
After our initial response was rejected, *** attempted to contact Mrs. **** again, but the call was disconnected as soon as it was answered. Mrs. **** is correct in stating that the vehicle has a bonded title, which indicates that the original title was either lost or damaged. However, Mrs. **** did not mention when purchasing the contract that the vehicle also has a branded title due to a collision in which the insurance company declared it a total loss. Since the vehicle was deemed a total loss, it is not eligible for coverage under the contracts exclusions section.
Please feel free to contact our office if you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG Companies
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