Report: #1411880

Complaint Review: Carchex

  • Submitted: Tue, November 14, 2017
  • Updated: Tue, November 14, 2017
  • Reported By: J FIKEJS — MCHENRY Illinois United States
  • Carchex
    118 Shawan Rd, Suite 210
    Baltimore, Maryland
    United States

Carchex Royal Administration Refusing To Pay For Repairs Baltimore Maryland

*Author of original report: Excuses For Not Covering Repairs

*UPDATE Employee: CARCHEX is not a Scam

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I purchased the Titanium extended warranty Package on 01/17/2017. I was told by rep that this was the best package they offerred and is compared to a "bumper to bumper" warranty with very few exclusions. I have a copy of the transcript for proof of our conversation.  I have taken my car to the dealership for repairs 3x this year and each and every time they refuse the repairs.

My car is currently at the dealership for coolant leak, passenger front seat stopped working (electric) and for struts/compressor replacment. This warranty should be covering all repairs less $100 deductible.  They are refusing to repair the seat, stating that there is liquid spilled that caused damage.  Although, I did not spill anything to cause seat to stop working.  They are also refusing to pay for the compressor that makes my air suspension work properly. They said that the codes state overheating of the compressor and they claim that my contract states they will not replace any parts that have been overheated. [continued below]....

.....  The dealership is replacing the relay and the compressor. I was told that when the relay goes bad, the compressor will run continuously and therefore overheat and burn up motor.

NO WAY should this be my fault, the consumer BUT they are refusing to pay for the repairs and the dealer wants $2700 to repair the compressor alone because they are refusing to pay.  There were NO LIGHTS on dash stating anything wrong and no way that I could have taken the vehicle to the dealer any sooner.  I noticed the problem and took it in right away.  I spoke with someone at carchex in the retention dept.  She told me "sharon" in their claims dept would get back to me but I should email her the copy of the estimate so she could review, which I had done right away. It's been over 24hrs and Ive received no email back and no call back.  My vehicle is still sitting at the facility waiting for these people to get back to me.  I tried and call their customer service number and it keeps going to voicemail.  They also take no responsibility, they point you to "royal administration" even though CARCHEX sold me the policy and take my money every month, THEY WILL NOT HELP ME!!!


The first two claims this year they REFUSED to pay and I had to pay for the work myself. This 3rd claim being denied put me over the edge.

THEY ARE CROOKS!! And they make you jump through hoops in order to cancel as well.

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#1 Author of original report

Excuses For Not Covering Repairs


 No offense but your response dances around the FACTS!!. Carchex and Royal Administration are not backing the warranty they sell. You take the consumers money and refuse to pay for repairs. You point fingers at the consumer, when indeed these repairs should be covered by Carchex/Royal Administration! My compressor overheated due to AGE and end of life of the compressor.

My dash NEVER through off lights regarding anything going on with my suspension. The only light that came in was in regards to the coolant. I was also told that when the relay goes bad, the compressor will run endlessly which will cause the compressor to overheat and burn out. Go figure, the dealer is replacing relay as well. You continuously BRAG about what your company paid?! It’s an Audi A8. Nothing is cheap to replace.

The reason for the extended warranty!!!! End of story, your putting the blame on ME in regards to a compressor failing that I had zero control over. A part that was QUOTED to be covered. BEWARE consumers. Read ALL the other complaints regarding this extended warranty company!!! You know what they say about something that’s too good to be true?! DONT GET SCAMMED!!! No longer anonymous;)

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#2 UPDATE Employee

CARCHEX is not a Scam

AUTHOR: CARCHEX - (United States)

Ms. Fikejs,

Thank you for your anonymous review. In review of your policy, you have had (3) claims filed with (2) claims approved for $3,441.98 since you purchased your coverage on 1/17/2017. To date you have paid (10) Payments totaling $1796.70. To say we are a scam is not accurate when we have paid out almost twice what you have paid in and been very upfront about how our coverage works.

At the time of purchase, you did a live chat with one of our Vehicle Protection Specialists. Thank you for providing a transcript of this chat. In the chat, you asked many questions and conferred with your husband. Your representative accurately advised you your coverage is exclusionary coverage which means everything is covered except a small list of exclusions. After the representative answered your questions about labor rates and whether your preferred Audi dealer would accept the coverage, you advised our representative you were reviewing the exclusions. After answering your additional questions, our Vehicle Protection Specialist summed up your purchase and specifically advised you to review the coverage again to ensure it meets your needs. A hard copy and digital copy of the contract were sent to you for review with a 30 day money back guarantee.

As for your current concerns for the partial claim denial, I will be happy to address your concerns. Your claim was called in on 11/7/2017 with your repair shop requesting $8,648.80 for several repairs. Your repair shop reported your concerns as "coolant light was on, passenger front seat wont move, suspension lights were coming on and not working correctly."

Based on the request for multiple repairs, your Audi A8 was inspected by an 3rd party ASE certified inspector on behalf of Royal Administration. The inspector verified the codes shown for your suspension and noted "The suspension compressor is running, and takes a long time to build pressure. This is due to the compressor having been excessively overheated. DTC code 1770 level pump temp, and 1577 level pump shut off due to temp." A picture of the codes and diagnostics done by your repair shop was documented and provided in the inspection report. Based on this detailed information, your compressor claim was denied due to the cause of failure being from overheating. Overheating is clearly listed in the exclusions of your coverage.

For your seat motor, the inspector documented contamination as the cause of failure and noted "The module below the seat, has a sticky substance in the connections, with spillage on the forward seat cushion, the module is shorted internally." Unfortunately, this is not a mechanical failure and not covered under the policy.

We understand it is frustrating having unexpected repair costs and CARCHEX has offered to review your maintenance records and estimate to see if there is anything further we can do to help. However, as disapointing as this may be, the claim has been adjudicated properly within the terms of your agreement.


Jason Nierwienski

CARCHEX Customer Service Manager

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