ComplaintsforCARCHEX

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  - In initial conversations with Carchex back in 2020, my truck had 70,000 miles and I was quoted a 60 month/100,000 additional mile policy (to cover up to 170K miles). - I was eventually sold (8/7/20) what I was told was a BETTER policy. Told this better policy would have the same coverage of 100,000 additional miles, as well as cover my truck’s air suspension (a key component of the sale). Purchased the policy for $2,503 with 70K miles at time. - The language in contract is misleading, stating 60 months/100,000 miles (which because of prior conversations with representatives who sold me the policy, I understood as 60 months or 170K total miles, or 100K from the time of purchasing coverage). - Fast forward. My truck currently has 104K miles. I had two small warranty items (a lumbar support motor and windshield wiper sprayer motor) that went out in the 95K mile range. I intentionally didn’t claim those right away, figuring I had over a year or 70K + more miles to go until my warranty expired and other warranty items could possibly arise. - I had a few other issues arise in late May of 2024 that I was confident were covered and decided to claim these issues AND the lumbar/windshield motors all at once. - Upon calling and connecting with rep, we discussed that all 4 issues were covered. A day later, I was told my policy had expired at 100,000 miles and I was absolutely shocked. I also found out that air suspension indeed WAS NEVER COVERED under the Titanium Plus plan, which I was absolutely told it was. - Therefore, I paid $2,503 for 30K miles of coverage, which no sane person would do. I was also lied to about the air suspension being covered. It never was. - Because of the misleading nature of the initial sale, and what I interpret as a bait and switch tactic, I am requesting a refund of AT LEAST half of what I paid for this policy. - Carchex has had 3 weeks to give me an answer and is fairly unresponsive. I told them I'm contacting BBB and AGs office.

  

  Business response

  07/03/2024

  Thank you for bringing this to our attention.

  Upon further review we have found that when you bought the policy, you were properly disclosed that this was a expiration plan. The sales representative provided you with the expiration odometer reading of 100,000 miles. Also, on 8/7/24 we emailed you your policy 2 separate times. On the policy it stated what plan you had as well as the expiration odometer miles. As we have properly informed you of the policy information and that the policy is expired there would not be a refund due. 

  Customer Relations. 

  Customer response

  07/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  - I know the conversations I had with the representatives and was told the policy would run 60 months or 100,000 miles from the date of purchase.

  - Carchex has provided me with zero proof of the sales calls in which I was misled into a product that only lasted for 30,000 miles. I will not take their word for it.

  - I will require Carchex to provide me with every recording of sales calls by close of business 7/10.

  - If they don’t provide sales calls or provide refund of $1,250 by 7/10 I will be contacting Marylands Attorney Generals office with eventual plans of taking legal action. This is highway robbery.

  
  Sincerely,
  
  ***** *******

  

  Business response

  07/08/2024

  We have attached the copy of your contract stating the terms. This was uploaded into your customer portal.

  We also have emailed you a copy of the policy a few times since the purchase date.

  Per our records you have accessed the customer portal 4 times since purchasing the coverage.

  CarChex will be more than happy to release a copy of the sales call once a court order has been received. 

  As stated in the previous response CarChex made you aware of the terms before signing you up.

  Therefore since this is expired there will be no further action taken.

  CarChex considers this matter closed.

  Customer Relations.

  Customer response

  07/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  CarChex is completely dodging the reason for this dispute in the first place, which were the sales calls in which I was misled into a product that didn’t cover as long as what I was told and also didn’t cover components I was told were covered. They know they write their contracts with a gray area to which a customer could read it the same way as what they were told by the sales person. 
  

  There is absolutely no reason for me to issue a court order in order for CarChex to release sales calls. They are hiding the sales calls because 1) They either don’t have them and have been lying to me about having reviewed them or 2) They have the calls and the calls are proof of their sales people misleading me into a false product. Saying they will release with a court order is their weak attempt at getting me to give up. 

  CarChex will send all sales calls by 5pm ET this Wednesday, July 10th or I will be in contact with the Maryland AGs consumer division. If CarChex has nothing to hide, they will gladly send the calls. 
  

  It’s no wonder there are thousands of negative reviews about CarChex. I’m one of many who have been screwed by these misleading thieves and it’s time someone actually stands up. 

  Sincerely,
  
  ***** *******

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a service contract in Late April 2024. OnMay 1, I sent a letter of cancellation per contract instructions. I never got a reply nor refund as stated i the contract. Then, a month later, I am billed again for the contract. I a disputing this charge with them. The customer service rep on 6/18/24 said he had my letter of cancellation, but had no clue what to do and put me on hold for 15 minutes. I had expected, per page 14 of the contract, to have all money refunded. That never happened! The new charge a month later (June 2024) was for $129.00. I am i dispute with ***** on this false charge. I warn any one who choses to do business with CARCHEX to realize they are not always as advertised. I finally reached an agreement with the Customer support team. They are supposedly refudning my money within the next 20 days. The reason for all his? I followed the contrat rule for cancellatiom which required it be in writing. The Company did not sent my letter to cancel to the billing Department? Customer support said I should have called in? But thats no what the contract says? Confusing? Sure is. I just would not trust them to handle any claim I might have had

  

  Business response

  06/20/2024

  Thank you for bringing this to our attention.

  Our team has resolved this by refunding you in full. This was completed on 6/19/24.

  Please allow up to 10business days to see the refund. 

  Customer Relations. 

  Customer response

  06/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Contract # *********** On April 5, 2024 I signed up for an extended warranty on my 2014 Dodge Journey with a clear title that I registered in June 2023. Answering all questions honestly, one of the questions was, “Do you have a salvage title?” I answered, “No.” I also had to give them the VIN and mileage. I was told I qualified for coverage. At no point did the sales rep state that there is a surcharge attached to “branded” titles. In Wisconsin, if you have a salvage title, the DMV will always brand it as Salvage no matter how many times the title changes ownership. Again, my title is a ”branded” title but not “salvage”. On May 20, 2024 I noticed my car was driving funny so I took it to a shop from their list of certified shops. I was advised that my engine was going out. But, in my mind there was no need to worry because I just purchased a great warranty, right? When they filed the claim with CarChex, it was denied because there was a reported loss on the title from what CarChex’s system claimed. I got in touch with the previous owner who stated it is not nor has it ever been a salvage title! The rep stated regardless of the sales rep’s non-disclosure, it’s my job to know if my title is salvage and that the DMV and myself were to blame! They refused to refund me my payments I had made and still refused my claim even when I asked if I could pay the newly discovered surcharge. I was told since I didn’t pay the surcharge when I signed up (even though they didn’t tell me about one), I was denied altogether. Stay away from this company. Notable mention: if you ever file a claim, it is done through a completely separate company so be ready to make multiple phone calls to different numbers.

  

  Business response

  06/05/2024

  Thank you for bringing this to our attention.

  CarChex has reached out to the administrator of your contract for further review of your claim.

  Upon further review your claim was adjudicated correctly per the terms of your contract and the denial will stand.

  Nevertheless, CarChex will refund you in full upon execution of a Settlement Agreement and Release. Please email ****@carchex.com if you wish to accept this offer and we will draft the Agreement and email it to you for your electronic signature.

  Customer Relations.

   

  Customer response

  06/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I emailed them as requested but I have not gotten a response from them. I will resolve and close the case once I have received confirmation of my email and an ETA of when I can expect my refund.

  
  Sincerely,
  
  ******* *******

  

  Business response

  06/11/2024

  Please double check the spelling of the email provided as we have not received correspondence from you.

  We are keeping a close eye on the email.

  The email again is ****@carchex.com

  Customer Relations. 

  Customer response

  06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  In my last BBB response, I attached a screenshot of the email I sent which confirms the correct spelling of the email address I sent correspondence to. Your office should have received my correspondence.

  
  Sincerely,
  
  ******* *******

  Customer response

  06/13/2024

  
  Complaint: ********
  
  The document was received. I signed it and sent it back just moments ago. Once I receive a signed copy back from your company and an ETA on when I can expect my refund, I will close out my complaint.

  
  Sincerely,
  
  ******* *******

  

  Business response

  06/17/2024

  Your check was issued on 6/14/24.

  Please check your email to see the additional check information.

  CarChex considers this matter closed. 

  Customer Relations. 

   

  Customer response

  06/17/2024

  This complaint has been resolved as I have received my refund check.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted a claim to fix my transmission with Carchex and my service contract with Carchex was voided due to the installation of a high performance catalytic converter in my vehicle. Now, according to the Magnuson-Moss Warranty Act: a service contract provider cannot void the service contract of your vehicle due to an aftermarket part unless they can prove that the aftermarket part was the cause of or contributed to the failure of the vehicle (15 U.S.C. 2302 (C)). This means that a vehicle's warranty cannot be "voided;" the service contract provider can only deny a claim if the stock part failed due to damage or unreasonable use. In no shape or form did Carchex "prove" that the installation of my high performance aftermarket catalytic converter was the cause of my transmission failing. You cannot void my entire service contract due to the fact that there are other parts of the car (i.e. electronics, suspension, etc.) that can still be covered by the service contract that are not affected by the high performance catalytic converter. Please rectify this situation. My contract #: ***********

  

  Business response

  05/01/2024

  Thank you for bringing this to our attention.

  Since your vehicle is not eligible for coverage due to the modifications we will refund you in full upon execution of a signed settlement agreement.

  If you choose to accept this offer please email ****@carchex.com with your agreeance. 

  We then will draft the signed settlement agreement and send to you for electronic signature. 

  Customer Relations. 

   

  

  Business response

  05/03/2024

  Thank you for bringing this to our attention.
  Since your vehicle is not eligible for coverage due to the modifications we will refund you in full upon execution of a signed settlement agreement.
  If you choose to accept this offer please email ****@carchex.com with your agreeance. 
  We then will draft the signed settlement agreement and send to you for electronic signature.

  
  Customer Relations. 

  
  

  

  Business response

  05/15/2024

  CarChex legal department has reached out to the customer directly to explain the procedure of reviewing and signing his Settlement Agreement through DocuSign.  During our conversation, Mr. *** mentioned he had another contract and we are offering a goodwill refund on that contact as well.  We will update the BBB when the Agreement has been signed. 
  We appreciate your understanding and patience. 

   

  Customer Relations.

  Customer response

  05/24/2024

  
  Complaint: 21631633
  
  I am rejecting this response because: They have offered my a full refund of $2100 but I have hired a lawyer and thus my request is that: I will sign a global release of any and all claims against Carchex and ******** **** ****** (or any other related entity) in exchange for $17,500.
  
  Our (my lawyer and I) position is that Carchex is in violation of the Illinois Consumer Fraud Act as well as the Magnuson-Moss Warranty Act by selling fraudulent extended warranties that are 'voided' when a consumer like my client attempts to have a claim paid for. Both acts provide for actual damages, punitive damages, and attorney's fees and costs.
  
  If we can't get this resolved in the next 14 days, we will be forced to move forward with litigation. Happy to discuss any reasonable counteroffer in the meantime.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had extended car warranty coverage on my 2012 Chrysler 200. Was advised by the company that since I reached the max on the coverage that it has expired. Was also advised that they would refund me my last two payments as a result in the amount of $200.04 + $4 service fee as it was made via *************. It has been over 4 weeks now and my refund was not granted to me. This business has unfair and deceptive practices and I want my refund; RE: *********.

  

  Business response

  04/30/2024

  Thank you for bringing this to our attention. 

  We have looked into this matter and there is not a refund a due.

  We also found no record of a 2 monthly payment and processing fee refund. 

  Though there is not a refund due CarChex is refunding 2 monthly payments out of good faith. 

  Unfortunately, processing fees are non refundable.

  Please allow 7 to 15 business days to see the refund. 

   

  Customer Relations. 

• Initial Complaint

  04/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started a car warranty with carchex through ***** last summer. I was told if I wanted to upgrade my policy to the next level of of coverage that I could do that. As long as I requested the upgrade before my car hit 100,000 miles. Once I decided I was going to keep the car I decided I would go a head and upgrade to the higher level of coverage. I called carchex to get the upgrade. My car was still under the 100,000 miles so the customer service rep said he could still do that. He gave me a quote of 149.99 a month. I told him I was quoted at 129.99 just afew month prior. He said they could still get it for that price. I agreed to the price of 129.99 a month for the upgraded coverage. My bill was currently due. I asked if I needed to go ahead and pay my bill or wait till they send a new bill. He said to go ahead and pay my current bill and the next month my bill will be for the next level of coverage at 129.99 a month. I never thought anymore about it. I have autopay set up and my wife pays all bills that aren't so as far as the representative told me all was done. I took my car in to get a repair 5 months later and carchex would not cover the items under the next level of coverage because they said I never upgraded. I called carchex and told them I did upgrade and the repairs are covered under the level of coverage. They said they did see where I called in to have it done but the representative did not finish the process. And now that my car is 300 miles over the limit they could no longer upgrad my policy. I spoke with a supervisor and she told me she realizes it is not my fault I she can see where I did request it before I hit the disqualifying milage and the representative messed up, but since my car is now over the milage sorry she would not be able to upgrade my coverage. I told her so because her representative messed up when I requested it in time I am the one who is being punished. She said yes her representative messed up but sorry there is nothing I can do

  

  Business response

  04/26/2024

  Thank you for bringing this to our attention. 

  Upon further review it appears that when we sent this request to your administrator they stated there was a cost increase.

  It was a significant increase so in order to upgrade the policy we had to get your approval.

  A representative called you 3 times and was unable to reach you nor leave a message as your voicemail was full. 

  Therefore, since you did not answer to give your approval of the cost increase we had to disregard the request. 

  We will not be able to assist with the claim as you are over the mileage threshold and you had not returned our attempt to get approval on the increase. 

   

  Customer Relations. 

   

   

  Customer response

  04/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was told over the phone by a representative of carchex that the price would be 129.99 a month as I was originally quoted. I was never told anything about expecting a call back to approve anything. I was told that that was all I needed to do. In today's age if I am not expecting a call from someone especially from a number that is not programmed into my phone I do not answer it. I receive at least 3 to 6 spam calls a day so this is why I would not have picked up a call when I was never told I would get a call and need to approve the price. This is not a professional way to do business. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This business will not stop calling me. They call multiple times a day for the past two weeks now... I have reached out explaining that I was not interested via email and would not like further conact but they still keep harrising me with phone calls and emails.

  

  Business response

  04/25/2024

  We have removed you from the mailing list.

  Please allow 7 to 10 business days for this to filter out. 

   

  Customer Relations. 

   

  Customer response

  04/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *

• Initial Complaint

  04/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got extended warranty on my car and I tried to use it. It got denied. I tried disputing and denied again. These people are thief and just want your money I tried calling to cancel and I always get hung up and it never gets canceled. I JUST WANT IT CANCELED ALREADY AND STOP CHARGING MY CARD.

  

  Business response

  04/22/2024

  Thank you for bringing this to our attention. 

  Your automatic payments have been stopped. 

  The type of policy you carry offers a prorated refund but you must call customer service at 800-442-1432 to cancel. 

   

  Customer Relations. 

   

   

   

   

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After receiving past due notices via texts and email on my AutoPay account, I wrote back to cancel the service along with a refund of my last “Un Paid” monthly premium. Never got an answer till they charged my “delinquent” account a 2nd time for the following billing period. I finally found a customer service Tel# where i was transferred to another agent and had to explain again what my call was about. I was told that due to the month to month service and billing?, he could only cancel the service up to next month’s due date. Totally unacceptable.

  

  Business response

  03/22/2024

  Thank you for brining this to our attention.

  We have never received a letter of cancelation from you. 

  The first communication we received was on 03/20/24 which was 5 days past your due date.

  Out of courtesy we will refund you Marchs payment upon execution of a Settlement and Release Agreement. If you wish to accept this offer, please email ****@carchex.com to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.

  Customer Relations. 

  

  Business response

  03/27/2024

  Per your contract you must write a letter.

  We do not accept emails for cancelation. 

  Based off of the attachments you included this was sent during business hours so our team would have been available to take your call. 

  Please see cancellation policy below: 

  YOU may cancel this CONTRACT by contacting the ADMINISTRATOR, in writing, at ***** ****** **** **** ***** **** ********* ** *****

  and submitting a request to cancel the CONTRACT, or as otherwise required by law.

  Though no refund is due Carchex will refund 2 monthly payments out of good will upon execution of a signed settlement agreement. 

  Please email ****@carchex.com to confirm and we will draft the Agreement and email it to you for your electronic signature. Please be sure to include your contract number for faster processing.

  Customer Relations. 

  Customer response

  03/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business, (Refund 2 monthly payments of $109.99 ea), in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  *******************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Won't stop calling me. You'd think after almost 20 declined calls they'd get the hint. Calls up to 3 times a day some as late as 7pm...

  

  Business response

  02/05/2024

  Thank you for bringing this issue to our attention. We do not have a record of calling the telephone number provided in this complaint. However, we will add it to our Do Not Call List. Please let us know if we can be of further assistance. 

   

   

  Best regards,

   

  CARCHEX Customer Service

  Customer response

  02/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Even after this message of adding my number to the do not call list, I still got another phone call. The number calling me is 1-800-********. Upon calling the number back it does in fact state it is CarChex calling. 
  Sincerely,
  
  ******* ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩