Complaints

This profile includes complaints for Enterprise Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Enterprise Financial Group, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Enterprise Financial Group, Inc.

  122 W John Carpenter Fwy Fl 6TH Irving, TX 75039-2010

  
• 

  Enterprise Financial Group, Inc.

  PO Box 167667 Irving, TX 75016-7667

  

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:09/15/2023

  Type:Service or Repair 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.

  bought a ****** in 2019 paid 699 to insure wheels and tires. went out for a ride roads were rough hit a pot hole and bolts on hub snapped off. ****** came off the rear tire and hub thank god i didnt go down. the chrome on rear wheel is flaked off .hat wheel is now discontinued. didnt have a chance to talk to mechanic until today. they told him wont be coverd so what did i pay for a bunch of b.s.

  

  Business Response

  Date: 09/26/2023

  Better Business Bureau of Metropolitan ******, Inc.                                           
  
  September 26, 2023
  
  
  Regarding Consumer:
  *********************
  ********************************************
  *******, ** 56145
  
  Re:BBB Case # ********
  
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  After researching Mr. ******* BBB complaint, we reached out to him to discuss his stated issues.  EFG was initially contacted by ****** Cycle Repair reporting damage to a wheel and tire caused by loose bolts, which would not be covered under Mr. ******* road hazard policy.  **************** explained in our recent discussion with him that when the bike was originally towed, he had not been able to speak to the repair shop to relate the fact that a road hazard had caused the damage.  As such, he disagreed with the denial that attributed the damage as being caused by loose bolts. Based on this new information as to cause of damage, EFG will cover the claim as road hazards are covered under his service contract and is sending **************** a reimbursement check for the covered repairs.   
  
  *************** has indicated that he is completely satisfied with this resolution.
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *******************************
  Sr.Manager, Client Services
  EFG Companies

  Customer Answer

  Date: 10/02/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair 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.

  On 03/23/2023 purchased from *********** ( ***************************************************************) and added an extended warranty administrated by EFG companies. Contract Number ************ .Policy was canceled on 07/18/2023 and acknowledged by the company. Since them Ive been waiting for a refund. I contacted the company multiple times and they always drop the call while im waiting or transfer to an ****************** I have been paying interest for something that should have been refunded already.

  

  Business Response

  Date: 09/07/2023

  Better Business Bureau of Metropolitan ******, Inc.                                           
  
  September 7, 2023
  
  Regarding Consumer:
  ******************************************************
  ****************************** A2
  *******, ** 10704               
  
  Re:BBB Case # ********
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  After researching ****************** BBB complaint, we reached out to him to discuss his stated issues on multiple occasions, leaving several messages.EFG was finally able to reach **************** on 9/7/2023 and were informed that *************** had been out of the country, so he could not respond. EFG has explained that *********** is the seller of the contract and is responsible for any customer refunds. EFG has confirmed that *********** issued a refund totaling $2,748.95 on 8/29/2023. EFG has provided a copy of the refund check to the customer.
  
  We believe this issue has been resolved to ****************** satisfaction.
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *******************************
  Sr.Manager, Client Services
  EFG Companies

• Initial Complaint

  Date:07/25/2023

  Type:Billing 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.

  Purchased a MAP VSC when I purchased my 2015 **** used from a ****** Dealership. Purchased 3 star coverage. Had a breakdown, the parts seem to be covered under the contract. I take it to the repair shop, they interface with MAP and while most of the parts are covered, they aren't all completely covered. Understandable. I get a final bill of $1900, of which MAP will only cover $635. I contacted MAP for a detailed breakdown of their coverage, as I'm not sure why I'm still on the hook fore $1200. They won't release any documentation. The lovely agent on the phone tells me that MAP will only cover 2 hours of the total 8 hours of labor, but can't give me specific breakdowns. I was told there was no recourse. There was no one else to talk to about my concerns. It's the final decision and out of their hands. The discrepency in labor times, plus not all parts being covered leaves an enormous bill. What's the point of getting a warranty if the end costs that I'm expected to pay are nearly the same as the cost of the warranty itself? I expected more ownership on MAP's part. This is a ridiculous amount to be paid while having coverage. This is a shady practice.

  

  Business Response

  Date: 08/04/2023

  
  Better Business Bureau of Metropolitan ******, Inc.                                           
  
  August 4, 2023
  
  
  Regarding Consumer:
  ***********************************
  ****************************************** 01970
  
  Re:BBB Case # ********
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.

  
  After researching ****************** BBB complaint, we reached out to him to discuss his stated issues on multiple occasions, leaving messages with no return call. Mullys Auto repair contacted EFG on 7/14/2023 reporting failed struts, sway bar links and front lower ball joints. EFG authorized the claim for the struts and sway bar links as they are covered components under the vehicle service contract.The ball joints are not covered components listed under the vehicle service contract, so we were unable to assist. The additional charges paid by the customer are related to the ball joint repair, which are not covered under the service contract.  
  
  EFG welcomes **************** to give us a call as we are more than willing to review the claim and resolve any issues while working within the parameters of the contract.
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *******************************
  Sr.Manager, Client Services
  EFG Companies

• Initial Complaint

  Date:07/07/2023

  Type:Product 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 contacted EFG back on May 4th, via email at: ************** requesting an additional refund check be sent to me for a rental car that I rented in December of 2022. (my vehicle was getting an engine install at the time) This refund check was to be for $410.00. *****, from EFG, emailed me back stating, "Thank you for this information, we will get the refund for the rest of the rental sent to you. The refund check will be for $410.00" I verified my address with "*****." (they had sent me a previous refund check a few months prior but had not sent the full amount that was due to me due to their error. They also mailed it to the incorrect address so that refund check was delayed in getting to me) ***I made a call on June 13th and spoke to a csr named "Beka" who stated that this 2nd refund check was ALSO mailed to the wrong address. I verified my home address once again and she said that she would make sure it would be mailed to me in a week. Today, 6/26/23, I spoke to a csr named "*****." She said she did not have any notations on my account about what occurred nor what "****" had said to me. She said she needed to escalate this to **************** and that they would call me back. I tried to explain to "*****" what occurred but she said she could not do anything other than send to upper management. I am frustrated as this $410.00 is owed to me and nothing seems to occur when I call in. I have tried to email "*****" back at ************** multiple times and have received no response. Today is June 26th, and I have still not received the refund check.

  Customer Answer

  Date: 07/07/2023

  I finally received my refund check in the mail. Please close this dispute. Thank you !!

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair 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.

  This is a car warranty plan for after your original complaint expires. The ** in my car stopped working. I had forgotten I had this service and decided to use it. So I contacted them they told me to find someone who can put a compressor in and have them call him. Mind you this is the first time Im using this warranty place. The place I was going to have it fixed said they wanted him to tell them what parts and the insurance company would mail them and they wanted him to carry a warranty on them. He said he cant do third party. I called a few other places and the dealer and the dealer said GL with that plus I ne er heard of this. Shipping parts so someone else can guarantee them. This is a scam.

  

  Business Response

  Date: 06/28/2023

  Better Business Bureau of Metropolitan ******, Inc.                                                                   

  June 27, 2023
  
  
  Regarding Consumer:

  ***********************
  891 **************************************.
  ******,** 75901
  
  
  Re: BBB Case # ********
  
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  
  After receipt of this complaint, EFG attempted on two different occasions to discuss claim details with ******************. On both occasions, ****************** indicated she was not willing to discuss anything and disconnected the call.
  
  ****************** indicated within her complaint that her desired resolution is a full refund for her *************** Contract. EFG can confirm that *************** Contract #*********** was canceled on June 27, 2023, per this request. A refund check in the amount of $2854.00 was mailed to Ms. ******** home address on June 27, 2023.
  
  We sincerely that hope ****************** finds this refund to be a satisfactory resolution.
  
  Please do not hesitate to contact our office with any further questions. 
  
  
  Sincerely,
  
  *********************
  Sr. Manager, Client Services
  EFG Companies

  
  

  Customer Answer

  Date: 06/29/2023

  I have reviewed the business response and accept this resolution. 
  

  Thank you!

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair 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.

  My transmission went out and Im out of town. The car is at the shop now and under warranty with them and they are dragging their feet about fixing it. Its been 2 weeks now and Im without a car. They are not forthcoming with me about what needs to be done. The adjuster came out last week and told the repair shop Aamco transmission in ******************* they would tell them what to do next and never did. I keep getting the run around. The warranty company # is *************. I desperately need help please. I paid $3995 upfront for the warranty. They need to let the shop know what to do! Im spending money by being stuck in Dc.

  Customer Answer

  Date: 06/15/2023

  The company has agreed to pay for the repairs. Thank you very much.

  

  Business Response

  Date: 06/21/2023

  Better Business Bureau of Metropolitan ******, Inc.                                                       
  
  June 19, 2023
  
  Regarding Consumer:  
  ****************************
  *********************************************************
  
  Re: BBB Case #********
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  
  EFG has reached out to **************** to discuss his stated issues. **************** was informed that his claim was authorized on Monday, June 19, 2023.
  
  **************** has indicated that he is completely satisfied with this resolution.
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *****************
  Client Services Auditor Adjuster
  EFG Companies

  Customer Answer

  Date: 06/22/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/24/2023

  Type:Product 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 purchased this contract from a GMC dealership and was told they were the best for any electrical issues in a modern vehicle. The first electrical problem determined from a GMC dealership, and it was instantly denied. When I called and spoke to ***** about canceling, she would not help me and is trying to make me go to the dealership for a refund. She did not even try to find out the issue which tells me I have been scammed. I want a refund effective 24 January 2023. I have zero confidence I will hear anything from the F&I guy at the dealership who is complicit in the scam!

  

  Business Response

  Date: 01/31/2023

  Contact Name and Title: *********************** VP Mktg
  Contact Phone: **********
  Contact Email: ******************
  Better Business Bureau of Metropolitan ******, ****
  
  January 31, 2023
  
  
  Regarding Consumer:
  *********************
  *******************************************************, ** 40121
  
  
  Re: BBB Case # ********
  
  
  To Whom It May ********
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. ("EFG") as the Administrator of the referenced Contract.
  After researching ******************** BBB complaint, we reached out to him to discuss his stated issues. The failures reported by the customer were initially reported as physical damage by the shop, which is excluded from coverage. After further investigation, we found that there was no outside influence causing physical damage. EFG has agreed to authorize the covered repairs needed.
  
  **************** has indicated that he is completely satisfied with this resolution.
  
  Please do not hesitate to contact our office with any further questions.
  Sincerely,
  
  *******************************
  Sr. Manager, Client Services
  EFG Companies
  
  See Attachment/File: ****** - case ********- BBB update.doc

  Customer Answer

  Date: 02/01/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  EFG made good on the claim and even waived the deductible. They even went above and beyond, and the customer relations agent gave me his personal number in case I have any other issues.

• Initial Complaint

  Date:11/23/2022

  Type:Service or Repair 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 bought a warranty from Sterling MCcall Hyundai for my Genesis. Was told it would cover everything besides wear and tear damage. We had a claim regarding the steering wheel sensor (heptic steering) since it is not listed as a part under a broad work as Steering. Enterprise Financial Group would not cover it. We also have a leak in the oil which is leaking to the brake and that is not covered. One buys a warranty and hopes that some part or piece would be covered but its all fraud. When you need it they have a specific word or actual cause of failure which probably is many things. I am deeply upset regarding how you are sold the "Platinum" product and when you go to use it 3 years later and its basically a worthless piece of fraud. I even asked if they could help with even some portion and they just said no. There was not other way.
  

  

  Business Response

  Date: 03/06/2023

  Business Response /* (1000, 5, 2022/12/02) */
  Better Business Bureau of Metropolitan Dallas, Inc.
  
  December 1, 2022
  
  
  Regarding Consumer:
  ******* ******
  ********************************** XXXXX
  
  
  Re: BBB Case #XXXXXXXX
  
  
  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 researching Mrs. ******'s BBB complaint, we contacted her to discuss her post. The failures reported by the shop were not covered components under the customer's vehicle service contract. EFG has explained the policy terms and sent a copy of the contract to the customer. EFG has worked with the contract seller to assist the customer with the current repairs needed.
  
  Mrs. ****** has indicated that she is completely satisfied with this resolution.
  
  Please do not hesitate to contact our office with any further questions.
  Sincerely,
  
  Chris P*********
  Sr. Manager, Client Services
  EFG Companies

• Initial Complaint

  Date:08/22/2022

  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 have been waiting for my reimbursement check for 12 days now and we still have not received the check. I have called over 5 times and none was able to help you. I am still awaiting on my check and noone called me nor seem to care. Horrible customer service.
  

  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Contact Name and Title: ***** ****** VP Mktg
  Contact Phone: XXXXXXXXXX
  Contact Email: *******@efgusa.com
  Better Business Bureau of Metropolitan Dallas, Inc.
  
  August 29, 2022
  
  
  Regarding Consumer:
  ******* *****
  4649 Devonshire Drive
  Grand Prairie, TX XXXXX
  
  
  Re: BBB Case #XXXXXXXX
  
  
  To Whom It May Concern:
  
  We (Enterprise Financial Group) are responding as the Administrator/Obligor of this contract, as listed under "definitions" in the service contract.
  
  EFG has reached out to Mr. ***** to discuss his questions. EFG has agreed to expedite Mr. *****' rental reimbursement by sending a check overnight via FedEx.
  
  On August 24, 2022, Mr. ***** was provided the FedEx tracking information, which shows that the check was delivered to his residence on August 25, 2022.
  
  We certainly hope Mr. ***** finds this to be a satisfactory resolution.
  
  Please do not hesitate to contact our office with any further questions.
  Sincerely,
  
  Scott Knapp
  Sr. Manager, Client Services
  EFG Companies

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair 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.

  In October of 2021 I bought a 2015 Jeep Wrangler. There were no issues with the Jeep at the time of purchase, which I was told by the finance department at the dealership that the MAP warranty serviced by EFG would cover any repairs that may arise. On July 21, 2022, I took the Jeep to a mechanic in Norman, Ok to check on an issue about the Jeep running hot. The first thing that the shop did was to do a block test that failed immediately. I was told that the head gaskets were bad. The shop called EFG and the adjuster, Carlotta Thorstenson, did not want to authorize a cylinder head removal to diagnose the issue even though the cylinder heads and cylinder block are clearly covered by the warranty. After hearing this from the shop I called and spoke to Carlotta Thorstenson in which she stated that she had previously worked for Jeep and that "Jeep engine blocks just don't fail." I then told her thanks for the personal opinion but I beg to differ. Carlotta Thorstenson then stated that the issue could be a bad water pump in which I reminded her that it had failed a block test which indicated an internal leak and not a water pump issue. She then agreed that the engine needed to be torn down and diagnosed and a third party adjuster would be called to inspect. Once the adjuster came out to the shop to inspect the heads, he performed a leak bypass **** and found that 4 out of the 6 cylinders were leaking coolant into the block. The shop contacted EFG and explained that an engine replacement would be the best way to correct the issue. EFG would only replace the heads. Once the heads were replaced and Jeep test driven it over heated again. New engine needed. 2nd adjuster was sent out on 8/16/22 and after calling today, 8/19/22, no decision has been made. I AM NOT HAPPY! EFG. needs to stop dragging their feet and do what their service contract states. At this point they need also pay for a month's payment, waive the deductible, and pay storage fees at the shop

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Contact Name and Title: ***** ******, VP Mktg
  Contact Phone: XXX-XXX-XXXX
  Contact Email: *******@efgusa.com
  Better Business Bureau of Metropolitan Dallas, Inc.
  
  August 25, 2022
  
  
  Regarding Consumer:
  ***** ******
  1424 Jami Drive
  Norman, OK. XXXXX
  
  
  Re: BBB Case #XXXXXXXX
  
  
  To Whom It May Concern:
  
  We (Enterprise Financial Group) are responding as the Administrator/Obligor of this contract, as listed under "definitions" in the service contract.
  
  After researching Mr. ******'s BBB complaint, we reached out to him to discuss his stated issues. Mr. ****** was informed that his claim had already been authorized on Friday, August 19, 2022.
  
  Mr. ****** has indicated that he is completely satisfied with this resolution.
  
  Please do not hesitate to contact our office with any further questions.
  Sincerely,
  
  Scott Knapp
  Sr. Manager, Client Services
  EFG Companies