- Report: #1099075
Report - Rebuttal - Arbitrate
Complaint Review: CARCHEX
CARCHEX10950 Gilroy Road Ste D Hunt Valley, Maryland USA
CARCHEX CARCHEX = RIPOFF they will find any way to Weasel their selfs out of paying for "COVERED PARTS". Hunt Valley Maryland
*Author of original report: Retraction
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May 25th, 2013 I purchased my 2007 bmw 335i that was no longer covered by the manufactures warranty, but ran great with zero issues. June 4th, 2013 I hear about Carchex through a youtube video where Pat Goss from the speed channel talks about how great their coverage is, and the "peace of mind" one could have by purchasing an extended warranty from carchex.youtube.com/watch?v=r7uNfrlANu0&feature=c4-overview-vl&list=PLF675580BBFACBFBC
After watching this video and many others I decided to give Carchex a call, and obtain additional information about this phenomenal warranty. I was connected to a young lady by the name of Stephanie Martin, and she proceeded to getting my contact information and emailed me a copy of the contract for my review. I carefully reviewed the contract and decided not to purchase the warranty until I had a chance to read reviews from actual customers. After reading nasty reviews I decided to hold back and continue shopping around for other warranty services. For the next two months Stephanie Martin would bombard me with emails, and calls regarding supposed promotions for purchasing the extended warranty through them. On August 31th, 2013 after reading horrible reviews about other third party extended warranty companies, I picked the least worst out of the companies and purchased a "Powertrain plus Coverage" through carchex. Stephanie Martin explained to me that for the first 30 days of the warranty and 1,000 miles I would not be able to make any claims. I told her I understood and finished up our transaction.
On October 30th, 2013, my car experiences turbo failure according to my mechanic, so I provided him with my information about the extended warranty the car had. Considering that the car had been driven well over 4,000 miles and 2 months had gone by from the date I purchased the extended warranty I figured there would be no questions regarding coverage for a part that they clearly specify if covered with the coverage I purchased. November 1st, 2013 I am asked to approve the tear down of the vehicle which I do, and the shop is asked to submit their diagnose to them for further review. The following week I am asked to submit proof of mileage which i do, and 48 hours later i am asked to submit documentation proving that I own the vehicle. That same day i fax them the registration of the car as well does the shop.
The next day November 8th, 2013 I call carchex to get an update on my claim and they claim that they never got the fax i sent or the fax the shop sent. Keep in mind that the fax number that was provided to me is the same one i used to send in my proof of mileage which they got that same day. At this point my patience is running low due to having more than a WEEK gone by and my car has not been repaired. I once again fax my registration twice and asked the repair shop to do the same, so that there are no more delays in my claim. Towards the end of that day i finally get word from them that an inspector will be at the shop within 48 business hours to evaluate the extent of the repairs needed. November 12th 2013, the inspector finally arrives and takes pictures of the parts that have failed.
Now today November 13th, 2013 I get a call from the adjuster denying my claim. According to their review the turbos had a pre-existing condition that would cause them to fail through their life time. Frustrated and shocked at waiting 2 weeks to hear that the turbos will not be covered i got upset. I asked the adjuster, your contract clearly states that the coverage i purchase would cover the turbochargers if indeed they failed. His smart alec response was that turbochargers do not suddenly fail, therefore it is a part that already was worn out and it is considered a pre-existing condition and therefore it would not be covered according to the contract. that’s when i told him that off course it is a worn part, it is a part that is 6 years old and has a little over 119,000 miles on it. A vehicle of this age and this mileage will obviously have parts that will need to be replaced. The whole point of me of purchasing an extended warranty is to have parts covered if they were to fail since the vehicle is out of warranty. At this point the adjuster offers no sort of accommodation and wants to hang up, I asked to speak to a supervisor and he tells me that one would get in contact with me today. Well its been over 4 hours and it is nearing the end of the day and still no word from the supervisor.
If you ever want to purchase a third party warranty you are MUCH better off saving your money for such repairs. These people are nothing but scam artist, who lack professionalism. This nothing like dealing with ACTUAL professional manufactures warranties who actually care about the customer and aren’t trying weasel their self’s out paying for a part that is clearly covered by their warranty.
I will keep this report updated and if indeed it is determined that they will not do anything about my legit claim I will be seeking legal representation and making a claim through the BBB.
This report was posted on Ripoff Report on 11/13/2013 01:41 PM and is a permanent record located here: http://www.ripoffreport.com/r/CARCHEX/Hunt-Valley-Maryland-21031/CARCHEX-CARCHEX-RIPOFF-they-will-find-any-way-to-Weasel-their-selfs-out-of-paying-for--1099075. 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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