Carchex - Crooks DO NOT BUY FROM CARCHEX! Palm Beach FL Nationwide
I usually do not write reviews or complaints, I believe that Karma is the best solution in bad business situations that will correct it self out in “get bad in - get bad out” sort of matter. Nevertheless, this is is one of those instances where one has to stand up and say something.
I have purchased the extended car warranty from Carchex. Before my current warranty expired I did some research and it sounded like I found a good deal. I am the kind of customer that would rather pay a bit more to get exceptional service then pay less and receive average. In this case the price wasn’t cheap but wasn’t expensive compared to the other companies when it came to package deals - 3 years, 4800 miles covered, and just over $6000.
I have to mention that I have an Audi S5 2009, which is a German sport oriented coupe, that I take to certified dealer for the repairs. There I have a certified car advisor that knows the history of my vehicle repairs and takes a great care of me as a valued customer. Granted, this costs pretty penny, but, that’s why I have purchased an extended warranty with the cost of just over $6000. Further more I have been customizing cars for over 10 years now. Therefore one could say that I am not a typical customer that knows nothing of mechanical works.
Right, as I was, before purchasing the warranty I have contacted the Carchex and spoke to their rep. Then let my car advisor speak to them describing the car history and what we would need from the car warranty. The other words we were thorough when it came to coverage and what’s being covered. After the phone call all was determined and compared to the in house dealer warranty by me and my advisor, which turned out to have the same attributes in the package yet was $2000 higher in the price. Making our selection simple - Carchex and their the second from the top package, that Carchex rep just described to us on the phone. In the description of the package Carchex rep assured us that all mentioned by my car advisor mechanical issues will be taken care off if we go with the second to best package. All sounded dandy and I gave my credit number for purchase.
Two months later I have taken my car for service and engine check light. I got more then I expected in the repair estimate, but not to worry - I have a brand new save proof Crachex warranty!
I was wrong. What I did have, in fact, was a bill that wasn’t going to be covered by Carchex. As we found out after my advisor called in the repair to Carchex. Among few things that were wrong and needed fixing was fuel injectors, that previously were malfunctioning and were replaced a year in a half ago. Granted, all eight of them were malfunctioning now. And were costing a lot to repair. Among other repairs was an oil leek with replacement of valve cover and oil pan gasket as well as damaged bottom car cover with exposed positive cable that needed to be replaced: SUB TOTAL$ 6,073.75
None, not even an oil leek was covered by this warranty. This didn’t make any sense, since we went over the details of the arrangement and my advisor was on the phone describing all the possible details needed of coverage as I was standing right next to him listening to the conversation before purchasing this warranty. Among which were fuel injectors, specifically! I phoned in the company and, as I now know from other screwed customers, I was given a run around of transfer calls, office hour closings early and so on. Finally, as my car has been in the shop for close to one week, I have reached the right person in customer department. She assured me, that it was impossible that their rep would promise us the repairs that now are not covered by the warranty. Granted, of course, I insisted that they should double check. Since I wasn’t the one inquiring but rather my certified car advisor, as I was standing next to him listening, who made sure he went over all the possible fixes that we might need before selecting and purchasing the package. Then, to clarify, I made a conference call between the customer service rep and my car advisor, who backed up my story and advocated on his behalf that he did, in fact, went over the fixes that were now not covered somehow. To that we got a series of disagreements from Carchex and promises that they will listen to their recordings of the phone conversations between their rep and my car advisor and will get back to us.
Final chapter. After few days I got in touch with a customer rep who wasn’t sounding very sure for some reason. As it was, she brought bad news - the Carchex would not cover the repairs, however, they were willing to issue me a full refund. Which after two months of services was not much - I was on the monthly payments plan. When I asked why my claim wasn’t covered, the very same story was given - the package does not cover these repairs. When I asked if they listened to the recording of their rep promising us the repairs “that are not covered” by the package -
“Yes, we did”, I heard in reply.
-“And, what did the recording said, can my car advisor and I listen to it?”, I asked.
-”Your advisor - no, you as a customer - can. Please hold” Moments later, after being on hold.
-“We can not release that information”. I was in disbelieve.
-”What do you mean?” I almost raised my voice. “Moments ago you said I can listen to the recording and now you saying I can’t”?
-Yes, the best we can do is to refund your money. We will only release the recording if there is a subpoena to the court”.
I left it at that and said that I will consult my lawyer. Meanwhile I suspended all the payments to these crooks and will take care of my hefty bill myself.
On this note I will like to caution everyone not to do business with this company! Thank you for reading and to Carchex, I think I speak from all of us that been screwed by you, F&^K YOU!