ComplaintsforCARCHEX

• Initial Complaint

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called to purchase an extended warranty on Dec 14 2021. Purchase was successful, but supposedly VP of company made an executive decision to cancel the plan as of Dec 17. I was not notified of this until January 12th 2022 when I called to ask why I haven't received my next months bill or explanation of benefits package. When I called in I was told I needed to speak with the cancellation department and was transferred only to be hung up on after 15 minutes of waiting on hold. Called back two more times on January 12th with the system hanging up on me after 15 mins of being on hold. Called 3 times of the period of the day January 13th with the same outcome. Called original sales rep on January 14th to explain the situation again. Was hung up on as soon as he "transferred" me. Called back to the main contact number to be hung up on again from the system. My main complaint is not being able to talk to someone in the department that needs to issue my refund. The people I have spoke with during the entire process have been extremely kind and understanding which I have no quarrel with what so ever. I just which to talk to someone to hopefully receive my initial payment back via refund.

  

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/18) */ Thank you for bringing this issue to our attention. During review of your application, it was discovered that this vehicle was a police interceptor, which is a non eligible vehicle. We apologize for the inconvenience. The funds were not taken for this transaction and the hold should have been released on your account. Best regards, CARCHEX Customer Service

• Initial Complaint

  01/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This person who signed me up for the account did not do a good job at asking questions and figuring out what would be best for me as a customer. They just wanted a sale. I HAD A ISSUE WITH MY SUSPENSION SYSTEM WHICH I THOUGHT FOR SURE HAD TO BE INCLUDED IN MY WARRANTY. THIS IS MICHIGAN. THERE'S TERRIBLE POTHOLES AND ROADS EVERYWHERE. THE SALESPERSON WOULDN'T HAVE SIGNED ME UP FOR A WARRANTY WITHOUT SUSPENSION, ESPECIALLY SINCE I DRIVE A COUPE. HOWEVER HE DID NOT. Since I am not getting the support from the warranty on my suspension issue, I no longer feel like I need the warranty with them since I won't be able to drive because I can't afford the repairs so what's the point of having a warranty on a car that I can't drive now until I scrape up $1,000 from somewhere. they failed to educate customer on what I should or shouldn't need. When I spoke to someone at car checks before they hung up on me they said that it should have been my responsibility to tell the salesperson about the roads here. But that's not who sales work you have to ask questions to figure out what's the best sale that's a good salesperson. Nonetheless I want to cancel . However I have been trying to conttact them for the past three days. I've left four voicemails two emails and have gotten no response back from them. But they do continue to charge my account l.

  

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2022/01/06) */ Thank you for bringing this issue to our attention. With the recent surge in covid, our customer service team has experienced some staffing difficulties. We apologize that you had difficulty reaching us. It looks like we reached out to you and left a message on 1/3. Someone will reach out again to you today. Best regards, CARCHEX Customer Service Team Consumer Response /* (3000, 7, 2022/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one has reached out yet Consumer Response /* (2001, 12, 2022/01/13) */ Refund has been finally issued.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company advertisement is very misleading. I place an order for an inspection with them on a vehicle that was sold on the day of the inspection. They refused to give me a refund, claiming because their inspector was in route to the dealership and the vehicle was sold. Problem I have with that is the vehicle was sold yesterday and before the inspector goes out to a dealership why wouldn't you check and see if the vehicle still available. How do I know if the inspector ever was in route to the dealership like they said and they refused to give me a refund because of it. Any good business would call dealership to make sure the vehicle is still available for inspection before and inspector goes out to that dealership.

  

  Business response

  01/18/2022

  Business Response /* (1000, 7, 2022/01/14) */ Thank you for bringing this issue to our attention. In researching this, we were able to speak with the customer and provide a full refund on 1/7/22. We apologize for any inconvenience this may have caused. Best regards, CARCHEX Customer Service Consumer Response /* (2000, 9, 2022/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A few months ago I entered into an agreement with carchex for vehicle extended warranty protection. Upon requiring their services they did not pay enough to take care of the claim amount. As a result I wanted to go ahead and cancel the policy only to find out that they require a mailed written notice in order to cancel. This is the corner stone of my complaint. The company does a great job of burying things like this in the details of the contract and pushing consumers to sign only to find out later what they could have or should have seen. It is not standard industry practice for any business in the modern era to require a written mailed letter stating that you want to cancel a service. Furthermore carchex has no issue Entering an agreement telephonically yet when the consumer is trying to cancel the plan there are unnecessary hoops designed solely to hinder and dissuade consumers from canceling this service. This is not what is to be expected of a company with this high of a rating on the Better Business Bureau, in no event have I or anyone I've ever met been forced to send a letter to cancel a service only to be reimbursed 45 to 60 days afterwards

  

  Business response

  01/21/2022

  Business Response /* (1000, 7, 2022/01/14) */ Thank you for bringing this issue to our attention. The requirement for written confirmation of request to cancel is not set by CARCHEX but by the Adminstrator and Insurers of the contract. We are happy to expedite your refund but we will need the written request provided to us. Best regards, CARCHEX Customer Service Consumer Response /* (3000, 9, 2022/01/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from the business because I have already complied with their overly and unnecessarily complicated cancellation procedures. Enclosed is a receipt from my certified mail communication to them in the format they Unnecessarily require. Also I find it personally interesting that they are passing the buck onto the servicer/underwriter. The servicer/underwriter does not require the commencement of an agreement via writing so why would they require the cessation of the service/agreement in writing that makes no sense on top of the fact that I am not sending it to the servicer/underwriter I am sending it to carchex. They are playing a shell game with canceling the service/agreement. The business has failed to acknowledge any of the core issues surrounding my complaint: 1. No business starts a agreement via telephone only to require a cancellation in writing. 2. The business has not reimbursed me for the expense in mailing them the written communication that is required to cancel this policy. 3. The business has continued to attempt to bill me despite my cancellation. 4. The business in forcing customers to work through the above issues, has deliberately made deceptive business practices a core facet of their operation. Again in no business in 2021 or 2022 that operates in a legitimate manner starts in agreement or starts a service or product via telephone or Web only to require a mailed cancellation notice. 5. The business hasn't even canceled the policy/agreement/service. Nor has refunded me in erroneously billing me. I am completely open and available to speaking to the business and encourage them to see that their business practices(concerning cancellation) are deceptive and do not fall in line with normal business practices in the modern era. Business Response /* (4000, 11, 2022/01/18) */ While we appreciate your position, it truly is not our policy. If you would like to email the letter to speed up the process, you can email your request to [email protected]. We will be sure to expedite upon receipt. Best regards, CARCHEX Customer Service Consumer Response /* (4200, 13, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, the business refuses to acknowledge or process the fact that their policies are wrong. Enron had a policy of deceiving his customers and that did not mean that it was the right thing to do or legal. The business has refused to really offer any real means to address my concerns, as I have already abided by their policy and they have not even addressed that. I have sent a copy of the certified mail receipt indicating that I had sent the written request that they require to their address provided by their representatives. I strongly in the encourage this business to be more open and transparent and easier to deal with instead of acting in an Enron like cloak and dagger fly by night type business practice. What I would like to see are my four points that I had addressed earlier instead of a wordy nonsensical reply that does nothing to address the key concerns that I have leveraged here. Today I'm gonna go ahead and file an FTC complaint as well because of these deceptive and overly complex business practices designed to slow down and or prevent the consumer from ending a business relationship with the business. I will go ahead and close yet another picture of the certified mail receipt so hopefully this time the business will acknowledge and actually speak to the core concerns of my complaint.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried calling the cancellation department off & on for 6 hours over the past two days. Actually got through to them once & the gentleman that I spoke to transferred me to customer service. They said he shouldn't have done that as he was likely avoiding my call. I have always gotten great customer service from Carchex until I was read to cancel my warranty. As for why I wish to cancel...the plan administrator basically told me that the rental coverage was virtually nonexistent & they they probably shouldn't even offer it as it is so poor. I took my vehicle to a dealership yesterday to have a diagnostic done on my 2017 Chevy Traverse. It came back as the torque converter needs replaced. The folks at the admin took all the info & gave a time line indicating that a decision wouldn't be made until the week after next if then. In the meantime for me not to drive my vehicle with no rental. I have a job I have to be at just like everyone else so that isn't an option. So I had to use my vehicle to get back home & to work. So considering that they haven't even contacted me about anything since the dealership called them yesterday...I just would like to cancel & I'll find a way to pay for the repair myself. I have already contacted paylink & they said they would no longer attempt to send any bills but to continue reaching out to Carchex. It blows my mind how I can get through to sales immediately but can't get through to cancellations.I'd really like for my vehicle to just be repaired. When I originally purchased my warranty....the agent told me that in the event of my vehicle needing repair...that Carchex would fix my vehicle & put me in a rental. I was completely mislead & very disgusted.

  

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2022/01/06) */ Thank you for bringing this issue to our attention. With the recent surge in covid illnesses, our customer service teams have been stretched thin. It looks like we were able to speak with you on 12/30 and sent you the information needed to be able to cancel. Please let us know if we can be of further assistance. Best Regards, CARCHEX Customer Service

• Initial Complaint

  12/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been calling for 1 week to cancel my contract before the 30 day grace period and I've been getting the run around. I keep getting transferred to a dept that keeps me on hold for hours. I have sent a letter to the company and blocked my card so that no more payments will be taken out

  

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/12/10) */ Thank you for brining this issue to our attention. It looks like you spoke with someone in our cancellations department on 12/9/2021 and they provided you with the cancellation instructions. Please let us know if we can be of further assistance. Best regards, CARCHEX Customer Service

• Initial Complaint

  12/07/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Got the policy to help me just in case I was gonna need it to repair parts if my car broke which it did after waiting 30 days and the mileage required I was told then my car not covered when the guy selling me the policy assured me I was buying the best they have to offer which cover everything but again was lied to I want a full refund not wait and see what type of money if I get any back was reading upon complaints and reviews if I knew and seen them would never buy policy with them worst experience of my life

  

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/09) */ Thank you for bringing this to our attention. We have since cancelled out the coverage. The customer has chargedback their payments and we will not be disputing the chargeback. Please let us know if you need anything further. Best regards, CARCHEX Customer Service Consumer Response /* (3000, 7, 2021/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) So when can I expect a refund it's been 2 months now Business Response /* (4000, 9, 2021/12/10) */ Because you charged back the payments with your banking institution, you would need to follow up with them. CARCHEX did not dispute them so they would be returning your funds. Best regards, CARCHEX Customer Service Consumer Response /* (4200, 11, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's a lie they denied my claims for reimbursement further more I call you guys and the answer I got was to wait to see if I would get a refund I doubt you guys want to do the right thing just refund me my money I was told to go to my bank before that's why we here it's simple

• Initial Complaint

  12/01/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Car Chex is not sending me my refund back.

  

  Business response

  12/16/2021

  Business Response /* (1000, 7, 2021/12/09) */ Thank you for bringing this issue to our attention. In review, we have received your request for cancellation. The initial payment was refunded back to the card and your first monthly payment will be going out to you in the form of a check. Please let us know if we can be of further assistance. Best, CARCHEX Customer Service

• Initial Complaint

  11/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When I was purchasing my extended warranty with this company they told me that once any covered issue occurs I can take my BMW to any BMW Dealership for my repairs. The extended warranty will cover all my repairs and BMW parts with a $200 deductible. Turns out that everything they told me turned out to be lie's. When an issue finally arised and I took my bmw into bmw of Fort Lauderdale. They told my service advisor that they do not cover bmw parts and they also do not cover BMW's hourly labor rate. They sent him some parts that he can go buy in ******** and told them they only pay $129/hour labor. Out of the full estimate which was close to $3,500 they will only cover $71. My service advisor had told me that these are new fraudulent extended warranty companies that are complete Joke's. They were extremely rude and very unprofessional. Do not be scammed by these guys! Don't buy there extended warranty! I paid a $300 inspection fee to BMW because of these scammers and had nothing repaired.

  

  Business response

  12/20/2021

  Business Response /* (1000, 13, 2021/12/10) */ Thank you for bringing this issue to our attention. We have received your request for full refund and have agreed to your request. Your refund will be going out in the next 7 business days. Best regards, CARCHEX Customer Service

• Initial Complaint

  11/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to Cancel My contract for 4 days now, Hours on the phone with no one answering phones in canellation dept. I do Not want to have any more payments taken out of my account and wish to CANCEL these people. Terrible service.

  

  Business response

  11/29/2021

  Business Response /* (1000, 5, 2021/11/17) */ Thank you for bringing this issue to our attention. A member of our customer service team will be reaching out to you today to assist with your cancellation request. Best regards, CARCHEX Customer Service

*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. ↩