• Report: #975872

Complaint Review: EMRP Major Guard

  • Submitted: Thu, November 29, 2012
  • Updated: Tue, December 04, 2012

  • Reported By: Ed — Palm Springs California U.S.A.
EMRP Major Guard
300 Galleria Officentre, Ste 200 Southfield, Michigan United States of America

EMRP Major Guard Automobile Extended Warranty Poor Customer Service Southfield, Michigan

*UPDATE Employee: Customer Service Issue with Extended Warranty Company

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I discovered this week that I made a very big mistake two years ago when I allowed myself to be talked into buying an Enterprise extended warranty (EMRP Major Guard Automotive Extended Warranty administered by General Motors).  I knew I shouldnt have done it then and Im doubly sure Ill never buy another one.  Heres why. A couple of days ago, my Toyota dealership discovered that the water pump on my 2009 Camry was leaking and that a rear strut was broken.  My service writer called Enterprise Extended Warranty for authorization to effect repairs. No problem for the water pump, but no dice for the strut.  The Enterprise Warranty rep refused because he said the strut is a wear-and-tear item, which it is NOT.  It took six hours of phone calls back and forth between me, the Toyota dealership and the Enterprise Used Car dealership where I bought the car to get the matter resolved.  The exasperating part of it is that, had the Enterprise warranty rep bothered to listen to the Toyota dealerships description of the problem and had he taken a minute or two to check the Toyota parts diagram he would have immediately seen that the strut is not a wear-and-tear part and that it IS covered by the extended warranty. The warranty was sold to me as a bumper-to-bumper plan not unlike a new car warranty.  So, I expect the company to come through when necessary and not play games.   I guess I was wrong about that, too.  The Enterprise rep refused to listen to anyone until the Enterprise Used Car dealership sales manger where I bought my car called and insisted that he check the parts diagram.  The repair was then approved.   All that frustration, time, and effort could have been avoided had it not been for an obstinate individual at Enterprise Warranty.   But thats not all.  During the ordeal I called Travis Walker, a district manager of sorts at Enterprise.  He was less than helpful.  It was immediately clear to me that he had little, if any, interest in helping to resolve the problem.  I also placed a call to Enterprise Warranty regional manager, Ron Wang, and left a message detailing my problem.  Mr. Wang apparently couldnt be bothered even to return the call.  EMRP Major Guard claims that customer service is very important to them.  I don't believe that.  So heres the deal.  I MAY buy cars from Enterprise in future, but under no circumstances will I purchase an Enterprise extended warranty.  Enterprise Extended Warranty has proven to me beyond any doubt whatsoever that doing so would be a major mistake.

This report was posted on Ripoff Report on 11/29/2012 09:09 PM and is a permanent record located here: http://www.ripoffreport.com/r/EMRP-Major-Guard/Southfield-Michigan-48034/EMRP-Major-Guard-Automobile-Extended-Warranty-Poor-Customer-Service-Southfield-Michigan-975872. 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 UPDATE Employee

Customer Service Issue with Extended Warranty Company

AUTHOR: Enterprise Car Sales - (United States of America)

Hello, Thank you for sharing your experience, and I'm sorry to hear that you have had some issues with your extended warranty plan through Major Guard Automotive Extended Warranty. We would like to get some additional information regarding the issues you outlined, and address these with our corporate management. Please reach out to me at csbusdev@erac.com. Thanks - Keri.
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