• Report: #836688

Complaint Review: CarChex (Auto Warranty Seller)

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  • Submitted: Thu, February 09, 2012
  • Updated: Mon, February 13, 2012

  • Reported By: JCB — Dublin Ohio United States of America
CarChex (Auto Warranty Seller)
10950 Gilroy Road, Suite D Internet United States of America

CarChex (Auto Warranty Seller) Royal Administration Services -- Waste of money. Misrepresents what they sell vs what they provide. Internet

*REBUTTAL Owner of company: Let's find a resolution. Please contact me ASAP

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Beware of purchasing an auto warranty from CarChex.  I paid top-dollar for an extended warranty policy ($2,300 for 36 months) and never had much need of their services.  I take good care of my car.  However, when I did have to go in for a replacement intake gasket, they were pathetic in making good on their promises.

When I bought the warranty, I was told that 'it covered everything but paint' and that there was a $100 deductible per covered job.  However, what they don't tell you is that they will only cover so many hours per job and that it is up to you to find out how many hours per job they are willing to cover and then 'shop around' for a garage that can do the work in that amount of time.  Someone needs to tell them that it's pretty hard to shop around when you have a broken car and that you don't have a lot of time to get back on the road.

My complaint came in the form of them shorting me on the number of hours they expected the service to be performed.  After I got the car worked on, the garage was billing me for 3.5 hours and CarChex would only pay for 2.3 hours.  When I tried to get this evaluated, I was told that the company is separated into the selling company (CarChex) and the administrative side (Royal Administration Services). 

When a problem like this arises and you contact Royal, they tell you over and over that there's nothing they can do, because they use standard service tables to determine a required time for the job.  When you ask them to put you through to sales, they tell you that that's a different company and that they just service the contract.  It's a built-in way to eliminate any accountability.  You are simply stuck between the repair provider and Royal (CarChex disappears), and they don't work with one another to resolve any problems.  It's all on you, and they don't listen to you once they have your money.

Further, they will only cover/reimburse on second-hand or refurbished part dollar amounts.

Bottom line, if you buy an auto warranty, choose a company that administers what it sells and is more honest from the start.  Otherwise, a company like CarChex will simply do what they want to you in terms of poor service and let you twist between the players they've set up in their own 'blame game.'  If you take decent care of your care, you'll actually be ahead in dollar terms by using Groupon specials (or something similar).

This report was posted on Ripoff Report on 02/09/2012 04:11 PM and is a permanent record located here: http://www.ripoffreport.com/r/CarChex-Auto-Warranty-Seller/internet/CarChex-Auto-Warranty-Seller-Royal-Administration-Services-Waste-of-money-Misrepres-836688. 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 REBUTTAL Owner of company

Let's find a resolution. Please contact me ASAP

AUTHOR: Jason - (U.S.A.)

My name is Jason Goldsmith and I am the Co-Founder and CEO of CARCHEX. Its very disappointing to hear about the negative experience reported about CARCHEX on this site. Our brand promise is Customer Experience Above All and if this claim is accurate then we did not deliver on that promise. While your issue should have been addressed through our dedicated customer service department it appears for whatever reason it was not. I am a bit confused however why I am hearing about your complaint for the first time through this posting since my direct contact information is made easily accessible to each of our customers and potential customers for the exact purpose of being able to speak directly to me in order to help resolve any open issue or provide suggestions on how we can improve our customer experience. If you have an issue or complaint you or any of our customers can reach out to me directly at CEO@CARCHEX.COM or by phone at 1-877-CARCHEX Ext. 1449. I will respond to each issue in a timely manner.

Royal Administration determines its labor times by using nationally recognized labor guides to establish the hours afforded per repair. These are the same guides used by repair facilities to determine the amount of hours to charge. Usually these times line up perfectly. If the repair facility goes above and beyond the labor guides, they are typically overcharging for the repair. If you would please provide your contract number,  I would be more than happy to review the repair and what Royal has paid for the repair.  It also sounds like you may not have gotten the repair approved prior to the vehicle being fixed which is very clear in the contract and very clearly communicated at time of contract purchase.  Either way this sounds like something I can help you with and am happy to do so if you provide your contract number in this forum or contact me directly.

My goal with this post is first and foremost to resolve your issue and secondly to remind any CARCHEX customer that you have another outlet to resolve any dissatisfaction you may have with CARCHEX. You can always contact me and I promise to do everything I can to help you reach a satisfactory resolution to your issue and deliver on our brand promise. If I dont keep that promise you can always let everyone know by posting your experience on this site.

Sadly most people dont take the time to post online about the positive experiences they have with a company but fortunately for us many of our customers have. I would ask you to check some of these testimonials located at http://www.carchex.com/about-us/warranty-testimonials where real customers have thoughtfully taken the time to send us videos about their excellent experience with CARCHEX and theyre certainly not the only ones who think CARCHEX lives up to its brand promise. As of today we have almost 33,000 Fans/Likes on Facebook. Thats more fans then all of our competition combined. Lastly as you educate yourself about vehicle service contracts you may want to check out our site dedicated to exposing the real scams to look out for in this industry at http://www.carchexscamalerts.com.

Im sure some people will continue to use this type of forum to anonymously bash CARCHEX but I hope that most people who read this will contact me directly to actually receive a fair resolution to an issue they may have had and engage in a dialogue.

Thank you for reading my post and again please contact me with any questions, comments or issues at CEO@CARCHEX.COM or 1-877-CARCHEX Ext. 1449.
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