Report: #914077

Complaint Review: Carchex

  • Submitted: Wed, July 18, 2012
  • Updated: Thu, July 19, 2012
  • Reported By: DB — Mesa Arizona United States of America
  • Carchex

    United States of America

Carchex Pro Long Plus Carchex major disappointment and a waste of money! Do not buy their product! Internet

*REBUTTAL Owner of company: Response to Mr. Benally's False Claims

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We have a 2003 Acura TL that we purchased 3 yrs ago and also purchased the $1700 Carchex warranty after doing some research. After talking to the salesman about the warranty he sold me on it. All I needed to do was maintain my service records while having the car. That was doable.

Last week the transmission went out and I faxed in all the required paperwork to the company and was denied due to some input error on the mileage at the garage. Which was clearly a typo and was still denied. Pro long plus sent an ivestigator to the shop to check out the shop's computer database to see of the work was done proper. Which it was and the investigator told the shop supervisor that this is clearly a typo and should be going thru. Instead the matter got worse and now it went from having the wrong mileage to having no oil changes done in more than 6 months. What a crock, because the invoices clearly show the correct dates of oil changes. So I was denied again.

I found this website and read another complaint where the Carchex CEO (supposedly) left his contact info. I told him my problem and was told they would look into it.I went as far as telling him I am willing to pay $1000 towards the repair if the rest was covered. All they did was go by what prolong plus had said and that was having improper service records. I was also told "I will be an advocate for you" and "I'm on your side". All that was done was a second investigation by carchex and pro long plus. The result was "I can help offset the cost of the $2500 repair with a $300 check that will be sent out asap". Thats chump change for this company. $300! What a slap in the face. "I'm on your side". I told them they can keep their money.

Bottom line is this company will find any small reason to not pay anything for any problems that may happen to your vehicle. Not only does the paperwork have to be spotless and inspected. But there also has to be an inspection done on the repair itself. Which could take any where from 5-7 business days. So there is no guarantee that anything will be fixed with on your vehicle with this warranty. Having all paperwork there and inspections done will not get your car repaired.

Do not I repeat DO NOT buy this product it's a ripoff and they are not there for the customer. They are there to rip people off. If you are still in the money back period. Please get your money back now. Instead of paying $1700 for a warranty that is worthless and then being offered a $300 slap in the face check for a repair that costs $2500. So with that math when you could get denied for a $300 claim they will say here is $5 to help you out with the repairs.

A total waste of money and time so DO NOT BUY!!!

This report was posted on Ripoff Report on 07/18/2012 05:15 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Owner of company

Response to Mr. Benally's False Claims

AUTHOR: Jason - (U.S.A.)

Mr. Benally,

Im sorry that you were not happy about CARCHEX trying to help you in this case but I believe readers of this post will see CARCHEX was not in any way responsible for your claims denial nor was CARCHEX trying to prevent you from having a claim paid. To be clear, had we in any way been responsible CARCHEX would have stepped in and paid your claim in full.

However your claims in your post are simply false and you have given me no other choice but to expose you for making blatant false claims. Further, I think readers of this post will agree that based on the actual facts that we have collected and documented that the oil change service center or you may have tried to defraud Pro Long and CARCHEX by submitting bogus oil change invoices.  Now I want to be clear. I am not making this claim as fact but based on the what you have provided and our research we cannot access this situation any other way than assuming that this was your intent and there is no evidence at this point to give you the benefit of the doubt but instead evidence to support our concern. Just as troubling, it seems in retaliation for not getting your way you have purposely slandered CARCHEX and tried to cause us harm. You have given us no choice but to explore this matter legally to prevent you from slandering CARCHEX in the future and to pursue possible fraud. 

Here are the actual facts, not the convenient fiction you have created. The shop that performs your oil changes had no good explanation for the oil change invoice discrepancies.  The adjuster from Pro Long that you mention who visited the shop inspected the invoicing system and did not report to Pro Long that it was an input error but reported that the shop had no valid explanation for why the invoices and dates made no sense. Again, not as you claim that the adjuster believed the shops story.  CARCHEX also called the shop on your behalf to ask them about this invoicing issue and they again had no reasonable explanation for these errors.  As with all our calls, that call was recorded.  On this call the shop owner reports not the mileage that he claimed to be an error originally, or the mileage he later claimed to be a correction, but a third mileage that didnt match up with any invoice that you provided CARCHEX.  Then he goes on to talk in circles about another later invoice that was a lower mileage than an earlier dated invoice again just claiming it was somehow an error but of course could provide not support.
Mr. Benally, as I stated when we spoke last before you hung up on me, Im happy to let you listen to this puzzling and concerning call with me if you like.  The only thing clear here as you state in your false claims is that you and your oil change facility didnt follow the clear requirements of your contract.  The oil change facility and you provided invoices that made no sense and had no justifiable explanation and most importantly of all is that the possible errors in invoicing made by your shop or the lack of you actually performing the required maintenance as per your contract caused your claim denial, not Pro Long and not CARCHEX.

You seem to have lashed out because you feel that CARCHEX should just pay for your repair, right or wrong and regardless of any contract terms because you feel we have the means to do so.  You ignore the fact that you did not follow the terms of your contract.  CARCHEX offered you $300 of good will to help with your repair because I personally felt bad for your circumstance and we value all of our customers but you stated angrily on the phone to me that CARCHEX can afford to pay more so CARCHEX should pay more.  Then you asked if we would pay $1000 instead of $300 and I explained why that wasnt appropriate in the case. I then politely explained based on your story that the oil change shop you used caused this problem and that if they were willing to step up to help you and take some responsibility for their  (what they claim to be) error which ultimately  caused your claim denial that CARCHEX would match any good will money they provided.  Of course the shop declined to help.  Yet even though the shop owner who you agree caused your problem would not help and even though Pro Long correctly denied your claim, CARCHEX offered financial assistance only to be yelled at, hung up on and ultimately slandered. 

As stated earlier, I am not making this claim of fraud as fact but based on the actual facts we do have we unable to access this situation any other way than the way we have.  If you have any actual evidence that you followed the contract terms then we will happily force Pro Long to pay your claim but at this point you have provided nothing factual to support your claims.  I am truly sorry you are not happy with CARCHEX and that we were unable to bring this to a satisfactory resolution but it certainly wasnt for lack of trying.

If you wish to discuss this further I am always available to any customer to address concerns.

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