• Report: #1132563

Complaint Review: Carchex warranty

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  • Submitted: Fri, March 21, 2014
  • Updated: Fri, March 28, 2014

  • Reported By: Lisa Taylor — Pittsburgh Pennsylvania
Carchex warranty
10950 Gilroy Road Hunt Valley, Maryland USA

Carchex warranty WARNING DO NOT USE CARCHEX THEY ARE CROOKS!!!! Hunt Valley Maryland

*UPDATE Employee: Facts about the claim

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I have a carchex warranty and it means nothing!!!!!! I have a 2006 Equinox that is making a tapping noise. I took it to the dealership and they determined it was the lifters and they also found I have a leak in the coolant system which both are covered in the warranty. Well before the mechanics took anything apart they had to confirm i was covered. Carchex is suppose to send out an inspector to make sure the claim is legit. Well after weeks of not sending anyone out someone at carchex told the dealership it was ok to take the engine apart I would be covered. After Carchex gave the ok the dealership took apart the engine and then the inspector decided to come out and deny the claim because he says my lifters haven't clasped yet. Eventhough the engine is tapping still and the dealership told him the lifters are bad they still denied the claim. AND  NOW     they want me to pay the bill from them taking the whole engine apart even though they are the ones who authorized it. When I brought this to their attention they told me their administration would never authorized that but I know they did cause everytime I called to check  on the progress carchex kept telling me everything looks good. But when it came time to pay up they basically changed their mind. I had several conversation with carchex and they kept telling ne everything is ok. Now that my car is ready all the sudden I gotta come up with $1200. This is unbelievable and I wish I would've never looked twice at this warranty. This is definately one of my biggest regrets ever.  if my lifters clasp my engine will blow. 

This report was posted on Ripoff Report on 03/21/2014 02:52 PM and is a permanent record located here: http://www.ripoffreport.com/r/Carchex-warranty/Hunt-Valley-Maryland-21031/Carchex-warranty-WARNING-DO-NOT-USE-CARCHEX-THEY-ARE-CROOKS-Hunt-Valley-Maryland-1132563. 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

Facts about the claim

AUTHOR: Brian - ()

My name is Brian Delman and I am the Customer Support Manager at CARCHEX. First I would like to thank you for the opportunity to reply.

 First let me begin with an explanation of the events that occurred on this claim.

 On 2/24/14 at 12:39pm: The customer contacted the contract administrator, United Service Protection Corp, and advised that she was having problems with the engine lifters. She was advised at that time the engine lifters ARE listed for coverage; however, the repair facility would have to complete a diagnosis and report their findings.

 2/24/14 at 1:22pm: The repair facility contacted United Service Protection Corp. They advised that there was an engine noise but had not yet diagnosed the cause of the noise.

 03/14/14 at 12:14pm: The repair facility called back in to advise that the engine was making a ticking noise because “the engine’s valve lifters were failed and had collapsed”. This was stated multiple times to the claims adjuster. At this time, the shop was advised that the customer would have to authorize additional diagnostic time to verify the failure. Should there be a verified covered failure; the appropriate diagnostic charges would be included in the claim. The repair facility was advised to call back once the diagnostics were complete. A vehicle inspection was ordered through a third party Inspection Company to inspect and verify the failures to the vehicle.

 03/17/14 at 10:29am: The inspection report results were called in to the Administrator. The inspector reported that there was no verifiable evidence of failed or collapsed lifters. It was also discovered that there was a moderate amount of sludge and varnish.

 Based on the fact that the repair facility has not been able to properly diagnose the issue or demonstrate a failure, no claim has been authorized at this time.  The claim has not been denied; however, benefits of the contract cannot be provided unless there is an actual failure, or part that is worn beyond factory tolerance levels. There was evidence of a leaking valve cover which was covered by the contract. Should the repair facility find the cause of the lifter noise they should contact United Service Protection Corp to continue the claim.

 As always, the CEO of CARCHEX, Jason Goldsmith, makes his information readily available on our website and every email that is sent out. If you are ever in need of assistance, you can reach him at CEO@CARCHEX.com or 1-877-227-2439 ext 1449.



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