I have never been so disappointed and frustrated with a Company. In October of 2011 I purchased a Extended Warranty for my 2002 BMW 745LI. When I purchased the warranty I was told by the Sales Person Tavis that the insurance was the closest warranty that I would get next to "bumper to bumper".
That was a LIE! I upheld my responsibilities as specified within the contract. Got all maintenance completed on time - oil changes, services etc. Now here comes the problem.
My car started acting up, the transmission failsafe sign came on and the transmission started slipping. Attempting to not cause further damage I immediately parked my car and called EFG to call in a claim to have my car towed to find out what the problem was. First problem: I was told that although my extended warranty is supposed to cover towing I was told that they could not approve a tow until they knew what was wrong with the vehicle. This in itsel is a confusing. How can I find out what is wrong with the vehicle unless I have it towed to the shop? Okay that wasn't covered I swallowed that deception. Secondly, my car then stopped having power - no start-up or power at all. So now after having the car towed to the shop at my expense - I was then told that I couldn't call in a claim at all because I did not have power to the car. I tried to calmly explain to them that how can I give a diagnosis for what is wrong with the vehicle if they will not preauthorize the repair shop to make the diagnosis. Even better how can you diagnosis a vehicle without power? Really!
Okay, once again I stomached being RIP Off by this company! So I paid for that. The repair shop determined that the power failure was caused by a electrical amplifier was remaining on in the car after the car was stopped causing the battery to drain. I attempted to call that repair in and was told basically, "So Sad/To Bad" because that too was not a covered item. Because the car had no power at all - the fault codes for the transmission that appeared prior to the car going dead and having trouble no longer showed up. I insisted to the repair shop that there was something going on with my transmission and after careful inspection. I was advised that there was a leak in the mechatronic sleeve and transmission pan. Again, I was told that the extended warranty did not cover parts only the entire item (i.e. the transmission) and because no codes were being shown that the transmission could not be called in and the transmission pan and mechatronic sleeve were - Not Covered.
One week later - LOW AND BEHOLD the same transmission failsafe sign comes on. I wasn't even worried-because surely after me paying $2,800 to have the transmission pan and mechatronic sleeve replaced - in order to make sure that I uphold my part of the contract and have any repairs completed immediately that the company would FINALLY uphold their portion of this warranty and replace my transmission. No such luck! The company now states that although the car needs a new transmission that it won't be covered because the failsafe in the transmission was because of a non-covered part. (i.e. the mechatronic sleeve and transmission pan). What a Load of Bull and this company is a RIPOFF to the 1,000th degree. When we called in the claim they sent out a inspector that test drove the car for 10 minutes. Never had the transmission sent out or torn down to determine the actual reason for the failsafe/faulty sign. I attempted to call the company with no response and only told that a supervisor would contact me. I contacted BMW and was told that BMW Transmissions cannot be repaired - only rebuilt or replaced and that they have lifetime transmission fluid. Upon speaking to my mechanic and BMW I was advised that there was no way that the transmission fail was caused by the leak in the transmission pan or mechatronic sleeve. Whereas, BMW's have a sensor that would immediately come up on the dash indicating the transmission oil level low and cannot be turned off. There has never been such a light nor is there, to date. Therefore, the transmission failure has to come from another source.
I've contacted the BBB and filed a complaint and plan to pursue this issue further because I would gladly agree to have the transmission sent away to a 3rd party to determine the actual source of the failure and do not believe that such a problem and/or determination can be made honestly with just a 10 minute test drive and a visual lookover. I understand that times are hard but this company is a RIPOFF THAT TRIES TO SCAPEGOAT THEIR RESPONSIBILITY TO LIVE UP TO THEIR END OF THE CONTRACT AT ALL COST!