Dell Financial (AKA: Auto Save, Charter Warranty) My warranty was purchased through, Bimmers & Benz of North America. I made initial contact with Dell Financial (Charter Warranty) claims department, spoke wit Rick and Andrew on or about 16 October 2006. At this time my vehicle was physically at a BMW dealership, being looked at due to a vehicle problem. The mechanic at the BMW Dealership informed me that I would need my engine replaced (Long Block). My vehicle had been taken apart. I had two separate BMW dealers look at the vehicle, and both stated i need the engine replaced.
Since the vehicle was taken apart, I called Dell Financial (Charter Warranty) while at the dealership with assistance of a BMW representative. Myself and a BMW associate spoke with Rick of the claims department, Rick stated that they would not honor the warranty.
Due to returning from Iraq serving a year long tour, preparing for Retirement, and relocating my family, was hard. Trying to work with Dell Financial (Charter Financial) has been very stressful.
Supporting Documents faxed to Rick:
6 June 2007 Military Orders and Vehicle Storage paperwork were faxed:
11 June 2007 Maintenance Records were faxed:
I was informed by Rick that I would be getting a call within a couple of days once the staff review the record. No one ever called back.
8 June 2007: The afternoon of 8 June 07, I called to speak with Rick, Andrew said he was off. I asked Andrew can he assist with the status of my paperwork. Andrew in a very rude, loud, and boisterous, tone said Ma'am how long have you had this issue, I informed Andrew that I had been working with him (Andrew) Rick, and Jeff since October. Andrew went on to say Rick handles his own files. Andrew asked me, have you seen his (Rick) desk.
Somehow Andrew came up with my file, Andrew was screaming over the phone, saying I don't give a damn what's wrong with your car and he wasn't going to do anything about it. He went on to say that as so much that nothing will be taken care of. I tried to explain that my vehicle is still under extended warranty.
I asked if I could speak with a Manager/Owner. Andrew said the owner was Bob Adam at extension 30, and his extension was 15. Andrew stated that he run the shop, and opens the mail for him. I asked for last names, Andrew stated they were not authorized to provide last name, and that they could ony give the boss last name per his guidance. I left a message on the answering machine for Bob, 8 June, to datte, I have not received a call.
I went on to ask, who was Bob's boss so that I could find out who is REALLY!!! the insurer on the Warranty I paid for that is not being honored. MY CAR IS TOO EXPENSIVE FOR ME TO FIX. AFTER RETIRING I JUST WANT TO ENJOY MY VEHICLE.
"To repair my vehicle cost approximately 18,000 dollars per the BMW Dealers. I don't know where to go from here I DESPERATELY NEED YOUR HELP.
Denise
Clinton, Maryland
U.S.A.