I purchased an extended warranty and upon my first claim which was over 900.00 all but 128.00 was covered even though I was promised the world upon signing. I was so frustrated after enduring over a week of car rentals mostly out of my pocket and lack of coverage I deceided to cancel the policy. After waiting almost a month I finally received a verbal refund amount. To my surprise I paid $2000 for a 100,000 mile warranty or 5 years 15 months ago and my refund is cut in half. I started at my milage of 40,147 and cancelled at 67,000.
My milage used while the warranty was in affect was 27000. Carchex told me the prorate begins at milage ZERO so I used over 50% of the policy. This makes no sence at all and is not in the fine print. They also deduct for any claim they have already paid. So please be careful and Not Choose Carchex for your extended warranty. As side note I have been waiting over a month just for a refund amount and was told it will take another 6-8 weeks for a refund check. You will see Carchex pup up everwhere on the internet, do yourself a favor and run the other for 2 main reasons, 1. They do not pay for covered parts (told by a third party estimator for Carchex and found out the hard way, 2. A refund will take 2-3 months to process.
You may even get a call from the president promising to make it right but it wont happen, take it from experience.
I Have had 09 Civic hybrid at dealer for a week now. Went in for repairs that were approved. Had a brake issue arise when the tech went to test drive repair. Basically the brake pedal went to the floor when depressed. It was not in there for brake issues. Also had brake alarm light go off when brake was depressed. The civic did not generate any error codes so the dealer called Honda. Per a tech bulletin the dealer was told to replace the hydraulic brake pump.
Just to be clear this the Brake Alarm light (RED) not a warning light. This is a serious issue!
Dealer calls me up says can't take car because of this issue, we will call Carchex/Royal administrator to get approval to do repairs. They even put me in a rental no questions asked because of the issue. This issue happened last Friday.
Inspector came out on Monday, were not able to be replicated issue. Because my service advised was out on Monday I was told on Tuesday what happened Monday.
My service advisor, took the opportunity to have it tech retest the issue and the brake alarm light went off. In fact it has gone off every test since. The brake pedal going to the floor board has not been repeated but was documented to have occurred several times prior.
Carchex/Royal is saying that because their inspector did not see anything at the time of his inspection they are denying the claim and no codes are generated (Codes are not generated for every situation on any vehicle let alone Honda.
Dealer calls back Carchex/Royal to advise them the alarm light now goes off all the time (I would think that would be a key indicator of a failing part). Even took a video of it and sent them to the Carchex/Royal.
Dealer advise me that his conversation with the Carchex/Royal support person went pretty much like this
Carchex/Royal rep: “Because we didn’t see anything at the time of the inspection we are denying the claim”
Dealer: “We are consistently getting brake alarm light now so there is an issue and this is what Honda says to do. We are talking about the brakes failing, this could be catastrophic!”
Carchex/Royal rep: (vial comment withheld for now)
I went on the offensive at stated asking for reason! I asked for a supervisor to call me with reason. I did not want to talk with rep.
Almost two days later I get a call from Royal supervisor (name withheld for now). Said this is really a dealer issue so I should call Honda and complain to have the dealer fix it (event left me a voice mail stating such).
So to date one week later we are still a standstill. I am trying to get them to come back out and officially document that the brake alarm is happening so if anything happens if I am forced to drive a non-repaired on the streets due to an issue that Carchex/Royal deem not serious.
This could be you! If I had had the dealer/Honda warranty this would not have been an issue.
000621 is the are the last six number on the Contract for warranty coverage on an 09 Civic Hybrid in Arizona.
The first time I used my "extended waranty" they made the dealer wait 3 days to hear back from them for approval of work. They graaciousily paid $99 of a $400 bill. I paid $100 (my deductable) plus the balance. They did not even pay for labor which the agreed amount is $65 hour.
I bought the "Ultimate" warranty package for 4 yrs covage! No money back after 3 months or 1000 miles. Dont matter which package- its all a RIPOFF!
I am retired and live on Social Security. I dont have extra money to throw away! But because IT had the BBB seal of approval I thougtht I was doing so good! Look further than their page! BBB seal doesn't guarrante anything!
This company has taken my mothers money and now that the car is having trouble is refusing to "approve" work getting done claiming it is préexisting. We are honest people and my mother got this company to get rid of hassles as she gets older. Now, when we call we can't get through to any supervisor or anyone who is willing to listen. They advised her to get a rental while the car has been in the shop. Now on the 4th day they are saying they won't approve the work. NOONE inspected the car prior to her getting the warranty so how on earth do they have the audacity to say it's all preexisting? A water pump breaking especially can't be driven without the car overheating so there is no way it was preexisting. I'm sure some people try and cheat the system, however, my mom is simply trying to get her car working and relied on this warranty company to be there if there was an issue . The inspector Henry is rude and simply wrote off everything as preexisting without listening to the mechanic. As we called the company to speak with someone else or even him or Jason Goldsmith the receptionist was rude and condescending not wanting to give any information. This company can be sure that we will be taking this matter forward in the highest regard.
I purchased a service contract from your company CARCHEX and paid for the upgraded services as required under the contract.
Almost 2 months and 2,200 miles later, my family was being picked up outside the car and asked me about a sound coming from my car (it cannot be heard normally unless you are standing right outside the car). My response was to do as most people would do and take it in to a repair shop, in this case Tire Kingdom. The service manager Chris said the noise was coming from inside the engine and should be looked at immediately to which I requested that he take the information of my extended warranty and called your service center which I later discovered was an administrator for your company whose job it is to deny claims USING THE FINE PRINT IN YOUR AGREEMENTS. According to some previous complaints against your company, this “Administrator” gets owners to commit to disassembling the engine so that they can find an excuse to deny coverage leaving the owner of the vehicle with a damaged useless vehicle that he thought would be honored by a reputable company. When I bought your warranty the fact that the vehicle had over 114,000 miles was fully disclosed and the excuse that because it had a degree of what you refer to as sludge (a residue of oil on the outside of one of the cogs which is commonly present in virtually all vehicles with over 100,000 miles you would stick me with a bill for $2,611.63.
EVERYONE NEEDS TO KNOW THAT YOUR WARRANTY IS NOT WORTH THE PAPER IT IS PRINTED ON BECAUSE YOU CAN DENY ANY AND ALL CLAIMS USING THIS AND OTHER CLAUSES TO DODGE ANY CLAIM THAT IS MADE ON ANY VEHICLE WITH OVER 100,000 MILES (and many with less mileage), EVEN IF IT HAS NO EFFECT TO THE CAUSE OF THE PROBLEM.
I had appealed to your customer service representative to get a copy of the report on my vehicle which my mechanic read prior to faxing it to your affiliate Royal Administration Services, Inc. which stated that this was a valid claim. When my mechanic was called 2 days later by the administrator, he said he didn’t care about any claims the field agent made, he was denying the claim based on the service contract being fairly new (2 months and 2200 miles is not a new service contract as most mechanical warranties are only 30-60 days). When I appealed to Susanne and Sharon and ultimately Jason (CEO) at your customer service I was told that I could go to arbitration which I will agree to, because either you are knowingly not offering an honest service, or you need to get a new administrator to hopefully salvage what little credibility you have left.
After discussing and being threatened with an “Extortion” lawsuit for simply making a complaint stating that my warranty was not honored and disclosing the parties involved, CARCHEX agreed on the phone to payment in full (less only the $100.00 that I was responsible for under the coverage), you sent me a letter to not disclose any issues and offered only $2251.13 of the $2611.63 estimated by the repair facility, Tire Kingdom. This was never agreed to or even discussed.
After signing a full settlement and confidentiality agreement that plainly stated the amount to be paid to cover claims in the amount of $2611.63 within 3 days or the agreement would be invalid, CARCHEX declined to pay because the vehicle was recommended to be rebuilt or replaced due to previously undiagnosed and unknown issues which would result in additional costs of $4000.00, NOT TO CARCHEX, BUT TO ME (AS I ACKNOWLEDGED THAT I WOULD HONOR THE ORIGINAL AGREEMENT OF PAYMENT – UNLESS THEY REFUSED TIMELY PAYMENT ON THE AGREEMENT THAT THEY CREATED AND REQUIRED ME TO SIGN). What this clearly means is that the warranty I purchased was worthless, AND EVEN THEIR PREPARED LEGAL AGREEMENTS ARE WORTHLESS, and that unless someone were to disassemble their entire engine for inspection prior to buying a warranty, the customer will never know if he has coverage!
The only certainty is that you will be intimidated if you object to the company telling you that they will not pay for coverage, leaving you with a loss of $100’s to $1,000’s of dollars in payments for no coverage. I have since seen other similar complaint about these companies and I can tell you “I WILL NEVER DEAL WITH THESE PEOPLE AGAIN!!!”
I usually do not write reviews or complaints, I believe that Karma is the best solution in bad business situations that will correct it self out in “get bad in - get bad out” sort of matter. Nevertheless, this is is one of those instances where one has to stand up and say something.
I have purchased the extended car warranty from Carchex. Before my current warranty expired I did some research and it sounded like I found a good deal. I am the kind of customer that would rather pay a bit more to get exceptional service then pay less and receive average. In this case the price wasn’t cheap but wasn’t expensive compared to the other companies when it came to package deals - 3 years, 4800 miles covered, and just over $6000.
I have to mention that I have an Audi S5 2009, which is a German sport oriented coupe, that I take to certified dealer for the repairs. There I have a certified car advisor that knows the history of my vehicle repairs and takes a great care of me as a valued customer. Granted, this costs pretty penny, but, that’s why I have purchased an extended warranty with the cost of just over $6000. Further more I have been customizing cars for over 10 years now. Therefore one could say that I am not a typical customer that knows nothing of mechanical works.
Right, as I was, before purchasing the warranty I have contacted the Carchex and spoke to their rep. Then let my car advisor speak to them describing the car history and what we would need from the car warranty. The other words we were thorough when it came to coverage and what’s being covered. After the phone call all was determined and compared to the in house dealer warranty by me and my advisor, which turned out to have the same attributes in the package yet was $2000 higher in the price. Making our selection simple - Carchex and their the second from the top package, that Carchex rep just described to us on the phone. In the description of the package Carchex rep assured us that all mentioned by my car advisor mechanical issues will be taken care off if we go with the second to best package. All sounded dandy and I gave my credit number for purchase.
Two months later I have taken my car for service and engine check light. I got more then I expected in the repair estimate, but not to worry - I have a brand new save proof Crachex warranty!
I was wrong. What I did have, in fact, was a bill that wasn’t going to be covered by Carchex. As we found out after my advisor called in the repair to Carchex. Among few things that were wrong and needed fixing was fuel injectors, that previously were malfunctioning and were replaced a year in a half ago. Granted, all eight of them were malfunctioning now. And were costing a lot to repair. Among other repairs was an oil leek with replacement of valve cover and oil pan gasket as well as damaged bottom car cover with exposed positive cable that needed to be replaced: SUB TOTAL$ 6,073.75
None, not even an oil leek was covered by this warranty. This didn’t make any sense, since we went over the details of the arrangement and my advisor was on the phone describing all the possible details needed of coverage as I was standing right next to him listening to the conversation before purchasing this warranty. Among which were fuel injectors, specifically! I phoned in the company and, as I now know from other screwed customers, I was given a run around of transfer calls, office hour closings early and so on. Finally, as my car has been in the shop for close to one week, I have reached the right person in customer department. She assured me, that it was impossible that their rep would promise us the repairs that now are not covered by the warranty. Granted, of course, I insisted that they should double check. Since I wasn’t the one inquiring but rather my certified car advisor, as I was standing next to him listening, who made sure he went over all the possible fixes that we might need before selecting and purchasing the package. Then, to clarify, I made a conference call between the customer service rep and my car advisor, who backed up my story and advocated on his behalf that he did, in fact, went over the fixes that were now not covered somehow. To that we got a series of disagreements from Carchex and promises that they will listen to their recordings of the phone conversations between their rep and my car advisor and will get back to us.
Final chapter. After few days I got in touch with a customer rep who wasn’t sounding very sure for some reason. As it was, she brought bad news - the Carchex would not cover the repairs, however, they were willing to issue me a full refund. Which after two months of services was not much - I was on the monthly payments plan. When I asked why my claim wasn’t covered, the very same story was given - the package does not cover these repairs. When I asked if they listened to the recording of their rep promising us the repairs “that are not covered” by the package -
“Yes, we did”, I heard in reply.
-“And, what did the recording said, can my car advisor and I listen to it?”, I asked.
-”Your advisor - no, you as a customer - can. Please hold” Moments later, after being on hold.
-“We can not release that information”. I was in disbelieve.
-”What do you mean?” I almost raised my voice. “Moments ago you said I can listen to the recording and now you saying I can’t”?
-Yes, the best we can do is to refund your money. We will only release the recording if there is a subpoena to the court”.
I left it at that and said that I will consult my lawyer. Meanwhile I suspended all the payments to these crooks and will take care of my hefty bill myself.
On this note I will like to caution everyone not to do business with this company! Thank you for reading and to Carchex, I think I speak from all of us that been screwed by you, F&^K YOU!
I have purchased the titanium coverage from carchex and recently I have had smoke come out of my exhaust after idle for 5 minutes. I brought the car to shop and the was going through my warranty and the when the adjuster came he denied the coverage for repair.
i have a 2006 bmw 750li
My mechanic said said it's the valve seals. Which under my warranty it covers seals and gaskets. He said because it involves oil consumption it is not covered?! But yet it's a seal. So they basically said i paid 3700 for the warranty for no reason and I'm out of luck because it doesn't cover it. I never felt so cheated in my life. How is it that the only repair I have to do is somehow not covered. In this "amazing coverage of a plan they have" I specifically asked if valve seals are covered before purchasing the warranty because I was informed that the bmw 750li are known for this issue. And they clearly mentioned yes the seals are covered. And now I'm being given the run around.
Ive ce tried contacted many people at carchex and they kept transferring me and putting me on hold and keep saying I'm not covered. This is not the service I paid for when I dished out the money.
My car has been in the shop going on three weeks now because of its need for a transmission. This company is a nightmare. First they have to send an inspector out. They did that the first week. He wrote a report that no one ever got the chance to see. Then after inquiring a week later, he told me that he couldn't start the car? Really? Why didn't you call me and say something? The reason he couldn't start the car is becuase there is a security beep that you get past before completely turning the ignition Genius! Day after day I call the car repair lot - they call Carchex and then I call Carchex and then the car repair lot calls me. Back and forth over and over. Then another inspector goes out after the first inspector fail. Then he tellsl the car lot repair that I must approve repairs after they review the "break down" and dall that jazz. We are slipping into week three at this point. I provide over the phone approval. Then the inspector tells the car repair guy that he is only approving LESS THAN HALF THE COST of the repair. Really? Carchex is wrong for this. You take my premiums monthly for this so-called extended warranty. We've been through multiple hoops and three weeks without a car, a loaner or a rental AT ALL! Only to be told I have to come off of over $1500?? What happepned to my $100.00 deductible?
I wished I would have checked the Ripoff Report before I signed up for this. It's a disaster, but one I know how to deal with that may not be to either the car repairs or Carchex's liking! This is a classic case of bait and switch. They baited me in with this awesome extended warranty and contract listing all of the great things that are covered only to tell me nope, I have to pay a chunk of the repair AND pay them the $100.00 deductible.
In June, I purchased a warranty through this "company", thinking that they were reputable...well, yesterday I found out I was wrong. on this past Friday, my car wouldn't go over 38mph, so I rushed home as soon as possible to call this "company" to see what I needed to do. I spoke with a rep from this "company" to verify what needed to be done. so on Monday (yesterday), my wife and I did exactly what we were told to do, my wife called again to speak with a rep from this "company" to make sure we were doing things the right way. when the mechanic called in to file the claim, he gave all the info of what needed to be done, what the issue was, how long it would take...he was told by the claims rep that he needed our permission to tear the transmission apart and give a more detailed explanation of what's wrong. IMMEDIATELY, that sent up a red flag.
so I jumped on the net and looked up this company (which I should've done in the first place), I then came across this site, and a few others, where there were nothing but horror stories giving the same description of what I was going through, and all of those who did take the next step and have the faulty piece of equipment COMPLETELY torn apart, they're claim was denied, leaving them to pay for the bill. my mechanic, thankfully, had dealt with this "company" before and experienced them leaving their customers high and dry, left owing a bill that the warranty should cover, but finding any excuse not to cover the cost. He informed us not to go any further, which we didn't, and to cancel with this "company". when I called today, they're reluctant to give me back the payment that I just made,
even though they know that they're wrong, and that I never used they're service, but,as the rep stated, because the warranty was "there for me to use", my refund will be pro rated. I will NEVER use this company again, and all those that I've told about this "company" and have signed up, have already been notified of their scam type services and lack of customer service. I mean, even when I tried to cancel, I got the run around for 2 HOURS....transfer after transfer, until finally someone sent me to a voice message that says that the office was closed! I called and left messages all day yesterday with supervisors, COO's...no response up until the time that I'm posting this. they've proven that they're concern is not with the customer, but more so how much money they can get out of the customer! DO NOT DO BUSINESS WITH THIS "COMPANY"!!!!!!
This company is a RIPOFF. Do not waste your money or time. They will gladly take your money but when it comes to a claim they will do everything in their power to deny it. I had purchased a top of the line warranty (SO THEY TOLD ME) but when I took my car into the shop it needed an engine seal to be replaced and they denied my claim. They said they did not pay for seals, i was willing to pay for the seal and they pay for what the policy said it was covered and they denied. When I talked to Mr. Martin the Manager and mentioned that I wanted to cancel because I was lied too, he had the cancellation in my email before we even got off the phone. BAD BUSINESS!!
Beware of purchasing an auto warranty from CarChex! I purchased an expensive CarChex/Royal Administration extended warranty policy for $3,090.00 for a Silver Coverage. Since the purchase I have not had any issues with my BMW 328i 2007 since I take good care of it. However recently, the window regulator of my left rear window has been failing and my window is not going up. But since I purchased a warranty so that I wouldn’t have to worry for this type of failures I was confident that there was nothing to worry about. For reassurance, I went back to my contract agreement which states: “2. GENERAL TERMS The following General Terms are applicable at all times: … B. FAILURE OF COVERED COMPONENTS: We will pay or reimburse You for reasonable costs to repair or replace a Covered Component in the event of a Breakdown. Our amount of authorization may be based on the utilization of new parts, remanufactured parts, or replacement parts of like kind and quality. C. APPROVAL OF COVERED REPAIRS: All Covered Repairs must receive prior authorization by the Administrator. The Administrator may be contacted at (800) 871-0467. … 3. COVERAGE This Contract covers ONLY the components/parts listed below: ... ELECTRICAL: Alternator, voltage regulator, starter motor, starter solenoid, ignition switch, front & rear wiper motors and switches, washer pump and switch, headlamp switch, turn signal switch, rear defroster switch, AC/heater blower speed switch, power window motors, regulators and switches, power door lock actuators and switches.” Since the agreement was clear that it would cover the window regulator, I went and followed the instructions for a claim and brought my car to the shop.
The next day, after the diagnosis, the shop called me to tell me that they received the authorization from the warranty which I thought was good news. However they added that there would be a ~$250 balance since the warranty would not cover the whole cost of the repair. My deductible is $100 and this is all I can afford right now. I got so shocked by the news that I decided to call the administrator to get a better understanding of the situation. When I called Royal, they said I had to talk to Carchex because they are the ones I had the contract/agreement with. When I called CarChex they said that Royal was the administrator they are the ones to negotiate with. Both companies refused to let me talk to a supervisor and continued repeating that they will only cover a certain amount of hours for the job. They tried to make me understand that I should be directing my concerns to my shop instead for charging for more hours. Why would I need to have a warranty if I wanted to deal with the shop? Nowhere is it said in the agreement that a component replacement/repair would be covered to a certain limit. If I knew there was possibility that a covered repair would not cover fully the costs other (minus my deductible) I would have reassessed the need to have a warranty or reassessed where I would bring my car. Now that my car is already at the shop even if I would want to shop around and go to another place I would still have to pay for a $140 diagnosis fee so it would just not make any sense whatsoever.
I tried to negotiate with them saying that in the future I will not go to the same shop and would go to a cheaper one if I have to, and to please be considerate since it is my first time using the service. I even begged them! They started yelling at me as if they were the victim! Can you believe that? They continued repeating that there is nothing else that they will do and would not consider my case. Basically they continued refusing to resolve the situation with me. I am extremely frustrated and feel that I am being ripped off by them. I feel that they have the worst customer service ever and do not know that their client’s satisfaction should be their goal. They are clearly not aware of that. Therefore I would recommend anyone to stay away from them and not to make the same mistake I did. I have been doing research and seeking legal counsel. I prefer losing money through legal/resolution actions rather than letting this go... That is how disappointed I am.
Back in December 2008 I purchased and Extended Auto Warranty from a Carchex representative. I was not allowed to view the terms of the warranty but I was told over the phone that it will cover most all possible problems with my vehicle. I also purchased the upgraded package that provided coverage of ALL seals and gaskets. I ended up paying $1900.00 for this policy.
Over the years I never had a single issue with my car that required me to file a claim. Then in November 2012 my check engine light came on and I immediately brought the car to my mechanic. It was after 5pm on a Friday and he would not be able to do anything for me until Monday. We determined that my car was leaking coolant and so we added coolant and agreed that I would bring my car in the following Monday so he can take a look at it. My car was a 2005 Chevy Equinox and it only had 63,000 miles on it. I took very good care of my car and I obviously didn't put many miles on it.
That Monday when I brought my car into my mechanic he determined that my car was leaking coolant somewhere and we contacted Carchex and Alpha Warranty Services to open a claim. My mechanic told them my car was leaking coolant into the engine because there were never any puddles under my car. Carchex and Alpha Warranty Services told him to perform a complete teardown of my engine to determine the cause of the leak. My mechanic has many years of experience dealing with Warranty companies and he told me that if he tore down the whole engine like they requested they would deny my claim and make me pay for the whole repair which would cost upwards of $3000. He only did a partial teardown and determined I had blown my lower intake gasket. Since I purchased the coverage of all seals and gaskets on my policy I was hopeful that the repairs would be covered. I was wrong.
Carchex and Alpha Warranty Services flat out refused to cover any costs of my repairs (which was only $978.00) because they considered the damage to be caused by overheating. They never offered to send a representative out to inspect the damage, and they never offered a reason as to what caused the overheating. In my mechanics and my opinion the gasket blew and this caused the coolant to leak into the engine, thus causing the overheating. Since my package covered gaskets I should have been covered but I was continually denied over and over again by Carchex and Alpha Warranty Services.
Finally after debating back and forth with a Carchex representative about my claim, Carchex COO Ben Fenlon contacted me directly and told me that during their investigation of my claim they found many improprieties by Alpha Warranty Services and they admitted that they never offered to send an inspector out to view the damage to my vehicle. He also stated that all phone calls to their customer service department are recorded, but somehow they ""lost"" the recordings of some of my phone calls. Due to this he offered to reimburse me half the cost of my repairs. I agreed but then he told me he was going to send me a contract to sign in order to facilitate my reimbursement.
I looked over this contract and they stated that they were willing to pay me for half of my repair bill if I agreed to not disclose the terms of our agreement and waive my right to speak or post on social media about my experience with Carchex. I saw these terms and flat out disagreed. It's my right to spread the word about my experience. Carchex is an absolute ripoff and a scan. I paid $1900 and file one claim for $978 so they still made money off of me. I purchased coverage for gaskets and seals and yet they still deny my claims. Their whole coverage is a scam. They will not cover any damages to your vehicle because they will always use the ""overheating"" excuse to deny peoples claims. This post here has cost me $489. If you don't believe me I will forward you the contract that Ben Fenlon sent me.
I urge all of you to avoid purchasing any extended auto warranty from Carchex and Alpha Warranty Services. They are a complete scam and are not interested at all in helping people.
Carchex Reviews
I purchased an extended warranty and upon my first claim which was over 900.00 all but 128.00 was covered even though I was promised the world upon signing. I was so frustrated after enduring over a week of car rentals mostly out of my pocket and lack of coverage I deceided to cancel the policy. After waiting almost a month I finally received a verbal refund amount. To my surprise I paid $2000 for a 100,000 mile warranty or 5 years 15 months ago and my refund is cut in half. I started at my milage of 40,147 and cancelled at 67,000.
My milage used while the warranty was in affect was 27000. Carchex told me the prorate begins at milage ZERO so I used over 50% of the policy. This makes no sence at all and is not in the fine print. They also deduct for any claim they have already paid. So please be careful and Not Choose Carchex for your extended warranty. As side note I have been waiting over a month just for a refund amount and was told it will take another 6-8 weeks for a refund check. You will see Carchex pup up everwhere on the internet, do yourself a favor and run the other for 2 main reasons, 1. They do not pay for covered parts (told by a third party estimator for Carchex and found out the hard way, 2. A refund will take 2-3 months to process.
You may even get a call from the president promising to make it right but it wont happen, take it from experience.
I Have had 09 Civic hybrid at dealer for a week now. Went in for repairs that were approved. Had a brake issue arise when the tech went to test drive repair. Basically the brake pedal went to the floor when depressed. It was not in there for brake issues. Also had brake alarm light go off when brake was depressed. The civic did not generate any error codes so the dealer called Honda. Per a tech bulletin the dealer was told to replace the hydraulic brake pump.
Just to be clear this the Brake Alarm light (RED) not a warning light. This is a serious issue!
Dealer calls me up says can't take car because of this issue, we will call Carchex/Royal administrator to get approval to do repairs. They even put me in a rental no questions asked because of the issue. This issue happened last Friday.
Inspector came out on Monday, were not able to be replicated issue. Because my service advised was out on Monday I was told on Tuesday what happened Monday.
My service advisor, took the opportunity to have it tech retest the issue and the brake alarm light went off. In fact it has gone off every test since. The brake pedal going to the floor board has not been repeated but was documented to have occurred several times prior.
Carchex/Royal is saying that because their inspector did not see anything at the time of his inspection they are denying the claim and no codes are generated (Codes are not generated for every situation on any vehicle let alone Honda.
Dealer calls back Carchex/Royal to advise them the alarm light now goes off all the time (I would think that would be a key indicator of a failing part). Even took a video of it and sent them to the Carchex/Royal.
Dealer advise me that his conversation with the Carchex/Royal support person went pretty much like this
Carchex/Royal rep: “Because we didn’t see anything at the time of the inspection we are denying the claim”
Dealer: “We are consistently getting brake alarm light now so there is an issue and this is what Honda says to do. We are talking about the brakes failing, this could be catastrophic!”
Carchex/Royal rep: (vial comment withheld for now)
I went on the offensive at stated asking for reason! I asked for a supervisor to call me with reason. I did not want to talk with rep.
Almost two days later I get a call from Royal supervisor (name withheld for now). Said this is really a dealer issue so I should call Honda and complain to have the dealer fix it (event left me a voice mail stating such).
So to date one week later we are still a standstill. I am trying to get them to come back out and officially document that the brake alarm is happening so if anything happens if I am forced to drive a non-repaired on the streets due to an issue that Carchex/Royal deem not serious.
This could be you! If I had had the dealer/Honda warranty this would not have been an issue.
000621 is the are the last six number on the Contract for warranty coverage on an 09 Civic Hybrid in Arizona.
The first time I used my "extended waranty" they made the dealer wait 3 days to hear back from them for approval of work. They graaciousily paid $99 of a $400 bill. I paid $100 (my deductable) plus the balance. They did not even pay for labor which the agreed amount is $65 hour.
I bought the "Ultimate" warranty package for 4 yrs covage! No money back after 3 months or 1000 miles. Dont matter which package- its all a RIPOFF!
I am retired and live on Social Security. I dont have extra money to throw away! But because IT had the BBB seal of approval I thougtht I was doing so good! Look further than their page! BBB seal doesn't guarrante anything!
This company has taken my mothers money and now that the car is having trouble is refusing to "approve" work getting done claiming it is préexisting. We are honest people and my mother got this company to get rid of hassles as she gets older. Now, when we call we can't get through to any supervisor or anyone who is willing to listen. They advised her to get a rental while the car has been in the shop. Now on the 4th day they are saying they won't approve the work. NOONE inspected the car prior to her getting the warranty so how on earth do they have the audacity to say it's all preexisting? A water pump breaking especially can't be driven without the car overheating so there is no way it was preexisting. I'm sure some people try and cheat the system, however, my mom is simply trying to get her car working and relied on this warranty company to be there if there was an issue . The inspector Henry is rude and simply wrote off everything as preexisting without listening to the mechanic. As we called the company to speak with someone else or even him or Jason Goldsmith the receptionist was rude and condescending not wanting to give any information. This company can be sure that we will be taking this matter forward in the highest regard.
I purchased a service contract from your company CARCHEX and paid for the upgraded services as required under the contract.
Almost 2 months and 2,200 miles later, my family was being picked up outside the car and asked me about a sound coming from my car (it cannot be heard normally unless you are standing right outside the car). My response was to do as most people would do and take it in to a repair shop, in this case Tire Kingdom. The service manager Chris said the noise was coming from inside the engine and should be looked at immediately to which I requested that he take the information of my extended warranty and called your service center which I later discovered was an administrator for your company whose job it is to deny claims USING THE FINE PRINT IN YOUR AGREEMENTS. According to some previous complaints against your company, this “Administrator” gets owners to commit to disassembling the engine so that they can find an excuse to deny coverage leaving the owner of the vehicle with a damaged useless vehicle that he thought would be honored by a reputable company. When I bought your warranty the fact that the vehicle had over 114,000 miles was fully disclosed and the excuse that because it had a degree of what you refer to as sludge (a residue of oil on the outside of one of the cogs which is commonly present in virtually all vehicles with over 100,000 miles you would stick me with a bill for $2,611.63.
EVERYONE NEEDS TO KNOW THAT YOUR WARRANTY IS NOT WORTH THE PAPER IT IS PRINTED ON BECAUSE YOU CAN DENY ANY AND ALL CLAIMS USING THIS AND OTHER CLAUSES TO DODGE ANY CLAIM THAT IS MADE ON ANY VEHICLE WITH OVER 100,000 MILES (and many with less mileage), EVEN IF IT HAS NO EFFECT TO THE CAUSE OF THE PROBLEM.
I had appealed to your customer service representative to get a copy of the report on my vehicle which my mechanic read prior to faxing it to your affiliate Royal Administration Services, Inc. which stated that this was a valid claim. When my mechanic was called 2 days later by the administrator, he said he didn’t care about any claims the field agent made, he was denying the claim based on the service contract being fairly new (2 months and 2200 miles is not a new service contract as most mechanical warranties are only 30-60 days). When I appealed to Susanne and Sharon and ultimately Jason (CEO) at your customer service I was told that I could go to arbitration which I will agree to, because either you are knowingly not offering an honest service, or you need to get a new administrator to hopefully salvage what little credibility you have left.
After discussing and being threatened with an “Extortion” lawsuit for simply making a complaint stating that my warranty was not honored and disclosing the parties involved, CARCHEX agreed on the phone to payment in full (less only the $100.00 that I was responsible for under the coverage), you sent me a letter to not disclose any issues and offered only $2251.13 of the $2611.63 estimated by the repair facility, Tire Kingdom. This was never agreed to or even discussed.
After signing a full settlement and confidentiality agreement that plainly stated the amount to be paid to cover claims in the amount of $2611.63 within 3 days or the agreement would be invalid, CARCHEX declined to pay because the vehicle was recommended to be rebuilt or replaced due to previously undiagnosed and unknown issues which would result in additional costs of $4000.00, NOT TO CARCHEX, BUT TO ME (AS I ACKNOWLEDGED THAT I WOULD HONOR THE ORIGINAL AGREEMENT OF PAYMENT – UNLESS THEY REFUSED TIMELY PAYMENT ON THE AGREEMENT THAT THEY CREATED AND REQUIRED ME TO SIGN). What this clearly means is that the warranty I purchased was worthless, AND EVEN THEIR PREPARED LEGAL AGREEMENTS ARE WORTHLESS, and that unless someone were to disassemble their entire engine for inspection prior to buying a warranty, the customer will never know if he has coverage!
The only certainty is that you will be intimidated if you object to the company telling you that they will not pay for coverage, leaving you with a loss of $100’s to $1,000’s of dollars in payments for no coverage. I have since seen other similar complaint about these companies and I can tell you “I WILL NEVER DEAL WITH THESE PEOPLE AGAIN!!!”
I usually do not write reviews or complaints, I believe that Karma is the best solution in bad business situations that will correct it self out in “get bad in - get bad out” sort of matter. Nevertheless, this is is one of those instances where one has to stand up and say something.
I have purchased the extended car warranty from Carchex. Before my current warranty expired I did some research and it sounded like I found a good deal. I am the kind of customer that would rather pay a bit more to get exceptional service then pay less and receive average. In this case the price wasn’t cheap but wasn’t expensive compared to the other companies when it came to package deals - 3 years, 4800 miles covered, and just over $6000.
I have to mention that I have an Audi S5 2009, which is a German sport oriented coupe, that I take to certified dealer for the repairs. There I have a certified car advisor that knows the history of my vehicle repairs and takes a great care of me as a valued customer. Granted, this costs pretty penny, but, that’s why I have purchased an extended warranty with the cost of just over $6000. Further more I have been customizing cars for over 10 years now. Therefore one could say that I am not a typical customer that knows nothing of mechanical works.
Right, as I was, before purchasing the warranty I have contacted the Carchex and spoke to their rep. Then let my car advisor speak to them describing the car history and what we would need from the car warranty. The other words we were thorough when it came to coverage and what’s being covered. After the phone call all was determined and compared to the in house dealer warranty by me and my advisor, which turned out to have the same attributes in the package yet was $2000 higher in the price. Making our selection simple - Carchex and their the second from the top package, that Carchex rep just described to us on the phone. In the description of the package Carchex rep assured us that all mentioned by my car advisor mechanical issues will be taken care off if we go with the second to best package. All sounded dandy and I gave my credit number for purchase.
Two months later I have taken my car for service and engine check light. I got more then I expected in the repair estimate, but not to worry - I have a brand new save proof Crachex warranty!
I was wrong. What I did have, in fact, was a bill that wasn’t going to be covered by Carchex. As we found out after my advisor called in the repair to Carchex. Among few things that were wrong and needed fixing was fuel injectors, that previously were malfunctioning and were replaced a year in a half ago. Granted, all eight of them were malfunctioning now. And were costing a lot to repair. Among other repairs was an oil leek with replacement of valve cover and oil pan gasket as well as damaged bottom car cover with exposed positive cable that needed to be replaced: SUB TOTAL$ 6,073.75
None, not even an oil leek was covered by this warranty. This didn’t make any sense, since we went over the details of the arrangement and my advisor was on the phone describing all the possible details needed of coverage as I was standing right next to him listening to the conversation before purchasing this warranty. Among which were fuel injectors, specifically! I phoned in the company and, as I now know from other screwed customers, I was given a run around of transfer calls, office hour closings early and so on. Finally, as my car has been in the shop for close to one week, I have reached the right person in customer department. She assured me, that it was impossible that their rep would promise us the repairs that now are not covered by the warranty. Granted, of course, I insisted that they should double check. Since I wasn’t the one inquiring but rather my certified car advisor, as I was standing next to him listening, who made sure he went over all the possible fixes that we might need before selecting and purchasing the package. Then, to clarify, I made a conference call between the customer service rep and my car advisor, who backed up my story and advocated on his behalf that he did, in fact, went over the fixes that were now not covered somehow. To that we got a series of disagreements from Carchex and promises that they will listen to their recordings of the phone conversations between their rep and my car advisor and will get back to us.
Final chapter. After few days I got in touch with a customer rep who wasn’t sounding very sure for some reason. As it was, she brought bad news - the Carchex would not cover the repairs, however, they were willing to issue me a full refund. Which after two months of services was not much - I was on the monthly payments plan. When I asked why my claim wasn’t covered, the very same story was given - the package does not cover these repairs. When I asked if they listened to the recording of their rep promising us the repairs “that are not covered” by the package -
“Yes, we did”, I heard in reply.
-“And, what did the recording said, can my car advisor and I listen to it?”, I asked.
-”Your advisor - no, you as a customer - can. Please hold” Moments later, after being on hold.
-“We can not release that information”. I was in disbelieve.
-”What do you mean?” I almost raised my voice. “Moments ago you said I can listen to the recording and now you saying I can’t”?
-Yes, the best we can do is to refund your money. We will only release the recording if there is a subpoena to the court”.
I left it at that and said that I will consult my lawyer. Meanwhile I suspended all the payments to these crooks and will take care of my hefty bill myself.
On this note I will like to caution everyone not to do business with this company! Thank you for reading and to Carchex, I think I speak from all of us that been screwed by you, F&^K YOU!
I have purchased the titanium coverage from carchex and recently I have had smoke come out of my exhaust after idle for 5 minutes. I brought the car to shop and the was going through my warranty and the when the adjuster came he denied the coverage for repair.
i have a 2006 bmw 750li
My mechanic said said it's the valve seals. Which under my warranty it covers seals and gaskets. He said because it involves oil consumption it is not covered?! But yet it's a seal. So they basically said i paid 3700 for the warranty for no reason and I'm out of luck because it doesn't cover it. I never felt so cheated in my life. How is it that the only repair I have to do is somehow not covered. In this "amazing coverage of a plan they have" I specifically asked if valve seals are covered before purchasing the warranty because I was informed that the bmw 750li are known for this issue. And they clearly mentioned yes the seals are covered. And now I'm being given the run around.
Ive ce tried contacted many people at carchex and they kept transferring me and putting me on hold and keep saying I'm not covered. This is not the service I paid for when I dished out the money.
My car has been in the shop going on three weeks now because of its need for a transmission. This company is a nightmare. First they have to send an inspector out. They did that the first week. He wrote a report that no one ever got the chance to see. Then after inquiring a week later, he told me that he couldn't start the car? Really? Why didn't you call me and say something? The reason he couldn't start the car is becuase there is a security beep that you get past before completely turning the ignition Genius! Day after day I call the car repair lot - they call Carchex and then I call Carchex and then the car repair lot calls me. Back and forth over and over. Then another inspector goes out after the first inspector fail. Then he tellsl the car lot repair that I must approve repairs after they review the "break down" and dall that jazz. We are slipping into week three at this point. I provide over the phone approval. Then the inspector tells the car repair guy that he is only approving LESS THAN HALF THE COST of the repair. Really? Carchex is wrong for this. You take my premiums monthly for this so-called extended warranty. We've been through multiple hoops and three weeks without a car, a loaner or a rental AT ALL! Only to be told I have to come off of over $1500?? What happepned to my $100.00 deductible?
I wished I would have checked the Ripoff Report before I signed up for this. It's a disaster, but one I know how to deal with that may not be to either the car repairs or Carchex's liking! This is a classic case of bait and switch. They baited me in with this awesome extended warranty and contract listing all of the great things that are covered only to tell me nope, I have to pay a chunk of the repair AND pay them the $100.00 deductible.
In June, I purchased a warranty through this "company", thinking that they were reputable...well, yesterday I found out I was wrong. on this past Friday, my car wouldn't go over 38mph, so I rushed home as soon as possible to call this "company" to see what I needed to do. I spoke with a rep from this "company" to verify what needed to be done. so on Monday (yesterday), my wife and I did exactly what we were told to do, my wife called again to speak with a rep from this "company" to make sure we were doing things the right way. when the mechanic called in to file the claim, he gave all the info of what needed to be done, what the issue was, how long it would take...he was told by the claims rep that he needed our permission to tear the transmission apart and give a more detailed explanation of what's wrong. IMMEDIATELY, that sent up a red flag.
so I jumped on the net and looked up this company (which I should've done in the first place), I then came across this site, and a few others, where there were nothing but horror stories giving the same description of what I was going through, and all of those who did take the next step and have the faulty piece of equipment COMPLETELY torn apart, they're claim was denied, leaving them to pay for the bill. my mechanic, thankfully, had dealt with this "company" before and experienced them leaving their customers high and dry, left owing a bill that the warranty should cover, but finding any excuse not to cover the cost. He informed us not to go any further, which we didn't, and to cancel with this "company". when I called today, they're reluctant to give me back the payment that I just made,
even though they know that they're wrong, and that I never used they're service, but,as the rep stated, because the warranty was "there for me to use", my refund will be pro rated. I will NEVER use this company again, and all those that I've told about this "company" and have signed up, have already been notified of their scam type services and lack of customer service. I mean, even when I tried to cancel, I got the run around for 2 HOURS....transfer after transfer, until finally someone sent me to a voice message that says that the office was closed! I called and left messages all day yesterday with supervisors, COO's...no response up until the time that I'm posting this. they've proven that they're concern is not with the customer, but more so how much money they can get out of the customer! DO NOT DO BUSINESS WITH THIS "COMPANY"!!!!!!
This company is a RIPOFF. Do not waste your money or time. They will gladly take your money but when it comes to a claim they will do everything in their power to deny it. I had purchased a top of the line warranty (SO THEY TOLD ME) but when I took my car into the shop it needed an engine seal to be replaced and they denied my claim. They said they did not pay for seals, i was willing to pay for the seal and they pay for what the policy said it was covered and they denied. When I talked to Mr. Martin the Manager and mentioned that I wanted to cancel because I was lied too, he had the cancellation in my email before we even got off the phone. BAD BUSINESS!!
Beware of purchasing an auto warranty from CarChex! I purchased an expensive CarChex/Royal Administration extended warranty policy for $3,090.00 for a Silver Coverage. Since the purchase I have not had any issues with my BMW 328i 2007 since I take good care of it. However recently, the window regulator of my left rear window has been failing and my window is not going up. But since I purchased a warranty so that I wouldn’t have to worry for this type of failures I was confident that there was nothing to worry about. For reassurance, I went back to my contract agreement which states: “2. GENERAL TERMS The following General Terms are applicable at all times: … B. FAILURE OF COVERED COMPONENTS: We will pay or reimburse You for reasonable costs to repair or replace a Covered Component in the event of a Breakdown. Our amount of authorization may be based on the utilization of new parts, remanufactured parts, or replacement parts of like kind and quality. C. APPROVAL OF COVERED REPAIRS: All Covered Repairs must receive prior authorization by the Administrator. The Administrator may be contacted at (800) 871-0467. … 3. COVERAGE This Contract covers ONLY the components/parts listed below: ... ELECTRICAL: Alternator, voltage regulator, starter motor, starter solenoid, ignition switch, front & rear wiper motors and switches, washer pump and switch, headlamp switch, turn signal switch, rear defroster switch, AC/heater blower speed switch, power window motors, regulators and switches, power door lock actuators and switches.” Since the agreement was clear that it would cover the window regulator, I went and followed the instructions for a claim and brought my car to the shop.
The next day, after the diagnosis, the shop called me to tell me that they received the authorization from the warranty which I thought was good news. However they added that there would be a ~$250 balance since the warranty would not cover the whole cost of the repair. My deductible is $100 and this is all I can afford right now. I got so shocked by the news that I decided to call the administrator to get a better understanding of the situation. When I called Royal, they said I had to talk to Carchex because they are the ones I had the contract/agreement with. When I called CarChex they said that Royal was the administrator they are the ones to negotiate with. Both companies refused to let me talk to a supervisor and continued repeating that they will only cover a certain amount of hours for the job. They tried to make me understand that I should be directing my concerns to my shop instead for charging for more hours. Why would I need to have a warranty if I wanted to deal with the shop? Nowhere is it said in the agreement that a component replacement/repair would be covered to a certain limit. If I knew there was possibility that a covered repair would not cover fully the costs other (minus my deductible) I would have reassessed the need to have a warranty or reassessed where I would bring my car. Now that my car is already at the shop even if I would want to shop around and go to another place I would still have to pay for a $140 diagnosis fee so it would just not make any sense whatsoever.
I tried to negotiate with them saying that in the future I will not go to the same shop and would go to a cheaper one if I have to, and to please be considerate since it is my first time using the service. I even begged them! They started yelling at me as if they were the victim! Can you believe that? They continued repeating that there is nothing else that they will do and would not consider my case. Basically they continued refusing to resolve the situation with me. I am extremely frustrated and feel that I am being ripped off by them. I feel that they have the worst customer service ever and do not know that their client’s satisfaction should be their goal. They are clearly not aware of that. Therefore I would recommend anyone to stay away from them and not to make the same mistake I did. I have been doing research and seeking legal counsel. I prefer losing money through legal/resolution actions rather than letting this go... That is how disappointed I am.
Back in December 2008 I purchased and Extended Auto Warranty from a Carchex representative. I was not allowed to view the terms of the warranty but I was told over the phone that it will cover most all possible problems with my vehicle. I also purchased the upgraded package that provided coverage of ALL seals and gaskets. I ended up paying $1900.00 for this policy.
Over the years I never had a single issue with my car that required me to file a claim. Then in November 2012 my check engine light came on and I immediately brought the car to my mechanic. It was after 5pm on a Friday and he would not be able to do anything for me until Monday. We determined that my car was leaking coolant and so we added coolant and agreed that I would bring my car in the following Monday so he can take a look at it. My car was a 2005 Chevy Equinox and it only had 63,000 miles on it. I took very good care of my car and I obviously didn't put many miles on it.
That Monday when I brought my car into my mechanic he determined that my car was leaking coolant somewhere and we contacted Carchex and Alpha Warranty Services to open a claim. My mechanic told them my car was leaking coolant into the engine because there were never any puddles under my car. Carchex and Alpha Warranty Services told him to perform a complete teardown of my engine to determine the cause of the leak. My mechanic has many years of experience dealing with Warranty companies and he told me that if he tore down the whole engine like they requested they would deny my claim and make me pay for the whole repair which would cost upwards of $3000. He only did a partial teardown and determined I had blown my lower intake gasket. Since I purchased the coverage of all seals and gaskets on my policy I was hopeful that the repairs would be covered. I was wrong.
Carchex and Alpha Warranty Services flat out refused to cover any costs of my repairs (which was only $978.00) because they considered the damage to be caused by overheating. They never offered to send a representative out to inspect the damage, and they never offered a reason as to what caused the overheating. In my mechanics and my opinion the gasket blew and this caused the coolant to leak into the engine, thus causing the overheating. Since my package covered gaskets I should have been covered but I was continually denied over and over again by Carchex and Alpha Warranty Services.
Finally after debating back and forth with a Carchex representative about my claim, Carchex COO Ben Fenlon contacted me directly and told me that during their investigation of my claim they found many improprieties by Alpha Warranty Services and they admitted that they never offered to send an inspector out to view the damage to my vehicle. He also stated that all phone calls to their customer service department are recorded, but somehow they ""lost"" the recordings of some of my phone calls. Due to this he offered to reimburse me half the cost of my repairs. I agreed but then he told me he was going to send me a contract to sign in order to facilitate my reimbursement.
I looked over this contract and they stated that they were willing to pay me for half of my repair bill if I agreed to not disclose the terms of our agreement and waive my right to speak or post on social media about my experience with Carchex. I saw these terms and flat out disagreed. It's my right to spread the word about my experience. Carchex is an absolute ripoff and a scan. I paid $1900 and file one claim for $978 so they still made money off of me. I purchased coverage for gaskets and seals and yet they still deny my claims. Their whole coverage is a scam. They will not cover any damages to your vehicle because they will always use the ""overheating"" excuse to deny peoples claims. This post here has cost me $489. If you don't believe me I will forward you the contract that Ben Fenlon sent me.
I urge all of you to avoid purchasing any extended auto warranty from Carchex and Alpha Warranty Services. They are a complete scam and are not interested at all in helping people.