I own a 1999 Dodge Durango that was purchased new from Wilson Automotive in Jackson, TN. When I purchased my vehicle I purchased an extended warranty. I thought I was purchasing a manufacturers warranty, but later found out that the dealership formerly known as Wilson Automotive in Jackson, TN had sold me an "after-market" warranty issued by First Extended Service Corporation (FXSC).
After the dealership Wilson Automotive was sold, I was informed that the former owner of the dealership Sidney Wilson owned an interest in First Extended Service Corporation. My story begins on January 18, 2002. I was traveling to Charlotte, NC from Tennessee when my SUV started making a loud roaring sound. I immediately stopped in the nearest town to Charlotte and called FXSC and asked what I needed to do. I was told to take the vehicle to the nearest authorized repair facility and have them call.
I did not arrive in Charlotte until after 6:00 P.M., but was able to find a Dodge dealership that had a service department opened on Saturday. When we took the SUV to the dealership Saturday morning, they called FXSC to inquire about a rental car.
The dealership was told that FXSC would not cover a rental vehicle on a week-end. Needless to say, we were stuck with renting a vehicle. Monday morning we met with our service advisor at the dealership. He called FXSC to tell them what the problem was with the car. He was told to look for a used rear-end with about the same miles on it as my vehicle. The advisor explained to FXSC that we were stranded in Charlotte until our vehicle was repaired and that we had been there since Friday. The FXSC person told him "Well, isn't that too bad." When we were told about this we immediately called FXSC and got nowhere with the customer service representatives and requested that I speak to a manager.
I was forwarded to a voice mail system and left a very detailed message for Alisha Willis. When I did not hear from her before the close of business that day, I e-mailed FXSC and requested that someone get in touch with me.
On Tuesday morning, when I still had not heard from anyone at FXSC, I called once again and spoke with a Customer Service Rep. named Darren. I explained to Darren about our situation. He said that a manager had over-rode the previous decision to find a used rear-end for replacement, and apologized for all our misfortune and their handling of the situation. He explained that the dealership had 3 estimates they could provide and 3 means of fixing the problem. These 3 estimates and means were new, remanufactured, or used. He said they could do whatever was the most expeditious to get us on our way, and that I should have our service rep call him and he would walk him through the process for obtaining an authorization number.
Our rep called FXSC and was told they did not know a Darren nor did they have a telephone extension for him. Our rep called us back and we then called Darren at his extension and asked that he call our rep. Darren called our rep and walked him through the process and told him what he had originally explained to us. Our rep then proceeded to get the parts necessary to repair the vehicle.
When the parts arrived Wednesday morning, our rep called FXSC and gave them a ball park estimate. They told him to call back when he had an exact figure. He called back prior to the work being completed and spoke with an FXSC rep named Tommy. Our service rep explained our situation to Tommy and he said to get the vehicle fixed and get us out of there. Prior to ending the conversation, Tommy said that he would need to get the authorization number from a manager because the repair was over $800.00. He said he would get this number and call the service rep back immediately, or at the latest the following morning. In the meantime, FXSC had told the dealership that we would pay for the repairs and they would reimburse us.
When the dealership rep did not hear from Tommy prior to closing, we paid the repair bill. The next morning when the service rep tried to contact FXSC to get the authorization number and speak with Tommy he was told that the repairs were never authorized and that Tommy was not there.
FXSC then told the dealership rep they would send an adjuster out. The dealership rep explained that this was not necessary because the vehicle had been repaired as authorized and was gone.
After, repeatedly trying to find this Tommy person we were told that "he had been in a car wreck, was not there, and did not authorize the repairs." We were told to send the repair bill to the P.O. Box in Dallas, Texas and a review board would review the bill and determine whether or not we were going to be reimbursed.
In the meantime, we have left several messages for the Adjuster's manager Keith Hammock, and for Teresa Ferguson in the legal department.
We have yet to hear from anyone in a management position or legal position to make a decision about the handling of this matter or to rectify the matter. It seems that this corporation is merely a running shell game.
In addition to the cost of the repairs, we were forced to lease a vehicle to the tune or $169.97, and incur additional hotels fees in excess of $200.00. My original service agreement only stipulates that I will have to pay a $50.00 deductible and that the repairing facility will be paid by FXSC or the selling dealership.
I was forced to pay for the repairs because the selling dealership has been sold and the credit card that paid for the repairs in no longer available, and the repairing facility would not accept a voucher from FXSC. Sincerly,
Kimberly Price-Hinote, CLA Click here to read other Rip Off Reports on First Extended Service Corporation