• Report: #897852

Complaint Review: CARCHEX

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  • Submitted: Thu, June 14, 2012
  • Updated: Sat, June 16, 2012

  • Reported By: BYERS12 — BALTIMORE Maryland United States of America
10950 Gilroy Road, Suite D Hunt Valley, Maryland United States of America


*Author of original report: Thank Goodness, BBB, Ripoff Report, Carchex and EFG

*UPDATE Employee: Resolution of your claim

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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!

This report was posted on Ripoff Report on 06/14/2012 09:30 PM and is a permanent record located here: http://www.ripoffreport.com/r/CARCHEX/Hunt-Valley-Maryland-21031/CARCHEX-ENTERPRISE-FINANCIAL-GROUP-EXTENDED-WARRANTY-RIP-OFF-COMPANY-Hunt-Valley-Marylan-897852. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

Thank Goodness, BBB, Ripoff Report, Carchex and EFG


I would like to update my previous complaint. I do not know if the company's change of heart was because of my report report. I was contacted by the company and was assisted.  Carchex and EFG Financial have agreed to honor my contract and pay for the new transmission needed for my car.

I'm thankful to Brian from Carchex for his understanding ear and excellent customer service.  I'm also thankful to Ronnie from EFG Financial for re-evaluating my claim and taking a 2nd look at my issues with a fair and honest view.


 Ripoff Report, Carchex, EFG Financial and MD BBB for your assistance with resolving my issues and acting as a mediator at this very frustrating time.

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#2 UPDATE Employee

Resolution of your claim

AUTHOR: EFG_CustomerService - (United States of America)

My name is Alex and I am the VSC Claims Director for Enterprise Financial Group. I have researched your claim and your experience. As you may know, we record all phone calls and interactions with our customers and the repair shops Ive both listened to and read the background information. Bottom line, its my job to ensure all of our customers have a positive experience.  After speaking to the team leader, I learned that the investigation into your claim actually started earlier this week when the issue of the inspector arose at EFG, and as you are hopefully aware, your claim has been approved. And, we stand by our offer from our second phone call with you to cover your towing expense.  At EFG, we have worked for more than 35 years to do right by our clients and our customers. If you have more questions or need more information, please call the number you have for claims at EFG.

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