ComplaintsforEnterprise Financial Group, Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** motorists assistance program, is trying to deny repairs cover under warranty. Took my 2021 Ram 1500 to ******* Ram on ************ in ********* ****, certified Ram dealer and repair shop for diagnostic check of a engine noise (tick) and a smell of antifreeze when the heat is running in vehicle. ASE certified mechanic ***** over at ******* informed me after inspection that, I needed a new heater coil and engine cam (all covered under warranty) and he would contact *** company representatives for repair approval and get back to me. I was later informed by *** that the *** would be sending out a claims adjuster to take pictures of truck and confirm repairs are needed before he can proceed. Adjuster came out next day and I was again informed by *** that, the claim was being denied at this time by the adjuster because I changed the wheels and tires on my vehicle and the claim would be sent to management for review. *** stated to me and *** company that wheels and tires have zero to do with a bad engine cam or heater coil and that was nonsense to suggest. No where in my *** contract does it state that I cant change my wheels or tires nor does it state anything about a claim adjustment process or Ill have to wait several days or weeks for a approval or final denial. **************** at *** is disrespectful and dishonest about this situation and the contract. No help from call line, all Im told is Ill have to wait but no one has a time frame and no management is available, Ive been hung up on and laughed at. Also no loaner vehicle which is promised in contract but hasnt been provided and *** cant tell me why. *** is making guidelines up as needed and making me adhere to things I did not agree to or sign for. Repair shop is also telling me that *** is also putting a cap on repairs but thats not in the contract and according to my paperwork my deductible is only $100 and thats all I should be responsible for under covered repairs.

  

  Business response

  06/11/2024

  June 10, 2024
  
  Better Business Bureau of Metropolitan ******* ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************      
  
  
  Regarding Consumer:
  ***********************************
  ********************;                              
  *******************
  
  Re: BBB Case #********
  
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  
  After researching ****************** BBB complaint, we reached out to him to discuss his stated issues.
  
  EFG initially received a diagnosis from ******* Dodge of multiple failures to the vehicle,but the shop was unable to demonstrate all the failures when an inspector was sent out to verify the shops diagnosis. EFG has worked with ******* Dodge to get the additional information and pictures needed to confirm failure to the camshaft, lifters, and heater core.  EFG has contacted the shop and authorized all the confirmed failures. **************** has indicated he is completely satisfied with this resolution.  
  
  Please do not hesitate to contact our office with any further questions. 
  
  Sincerely,
  
  *******************************
  Sr. Manager,Client Services
  EFG Companies

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi Team, Im using car from 2019- Chrysler 200s VIN: *****************. my car was down on 02/08/2024, due to low oil, still my dashboard shows 25-28%. As per car recommendation, 0-15% will be oil change required. normally i will request fully synthetic oil - recommendation 7500-***** miles .I have extended warranty contract# ********. They rejected this clime- due to oil leak from filter- not fixed properly on last oil change. attached email got It from service center ******** change performed by ********* complete auto care on 07/08/23 (67,607mi), I was checked with ********* team, they are not ready to fix this, if oil change issue, engine will be down with in 2000 miles. its run 7000 miles means no issue from there side, this is confirmed on phone*************) every one telling me to go to out of pocket to fix this issue, service center given me rough estimation around ******USD. my car values it self it 7000USD in KBB and I have lone around *****USD. Insurance won't cover for mechanical downs. and I have GAP insurance for lone, that one also not cover for Mechanical down. I'm hope less. could you please help me to resolve this issue. ***** USD means almost 2 years savings to me. please help me.

  

  Business response

  06/14/2024

  June 14, 2024
  
  Better Business Bureau of Metropolitan ******* **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************      
  
  
  Regarding Consumer:
  ********** Chimtamanen
  110 Scenic Dr                   
  Ewing, NJ 08628
  
  Re: BBB Case #********
  
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  
  After researching Mr. ************ BBB complaint, we reached out to him to discuss his stated issues.
  
  EFG initially received a diagnosis from Route 1 Chrysler of an engine being seized, no oil registering on the dipstick, and the oil filter leaking from a previous oil change causing a lack of lubrication for the engine. EFG sent out a third-party inspection company, Wrench, to verify the failure and diagnosis of the shop. The third-party inspection report confirmed that the previous repair facility did not install the oil filter O-ring correctly. This resulted in a long-term leak causing a lack of lubrication to the engine which is not covered by the policy.
  
  EFG has contacted Mr. *********** and explained the denial, provided the inspection report confirming poor workmanship causing the lack of lubrication and failure of the engine. Mr. *********** has indicated he is satisfied with this resolution and will be contacting the previous repair facility, *********, to get reimbursement for the repairs needed.  
  
  Please do not hesitate to contact our office with any further questions. 
  
  Sincerely,
  
  *******************************
  Sr. Manager,Client Services
  EFG Companies

  Customer response

  06/17/2024

  I am rejecting this response because:   what is the next steps? 

  as per notes I see issue is made by fire stone team,Can I raise a case against the Fire stone? or BBB will check with fire stone team. 

  Attached fire stone service receipt. please check with them, they agree with this notes or not. if fire stone team agree then Im okay.. 

   

  Customer response

  06/17/2024

  I  reached out ********* they not agreed for this. please hlep me.

  

  Business response

  06/17/2024

  Hello,

  I just received Mr. ************** response to our BBB response, and it looks like it is a question for the BBB, not for EFG Companies. As you can see in our attached response, the customer indicated to us on the phone that he would be contacting ********* himself. His complaint is with ********** not EFG Companies.

  Please confirm if the BBB will be responding to the customer, or if ******************** needs to. We appreciate your guidance on this one.

  Sincerely,

  ***********************
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Full Wrap Warranty from EFG through the dealer. I have never attempted to file a claim before. My vehicle was exhibiting driveability issues with the front suspension/steering components and has been diagnosed by my mechanic. It was discovered that the repairs should be covered by the extended warranty. My dealer reached out to EFG and spoke with "***" in claims to initiate a claim. My mechanic said that "***" was very rude and uncooperative because the vehicle was not in the shop at the time of the claim initiation. After all, the vehicle was still driveable and I needed it for work. I returned to my mechanic so that he could put it on a lift and photograph the components as requested by *** to begin the claim. The shop contacted EFG to begin a claim and was given push-back and was spoken to rudely by the claims adjuster. EFG is making it difficult if not impossible to make a claim and asking the shop to provide videos, additional diagnostics, and shop time before they will open a claim. The shop wants to charge me for all the time it is taking to do what is requested and is becoming frustrated with the lack of cooperation by EFG. Meanwhile, my vehicle is becoming worse as time goes by. I do not have a second vehicle to use while it sits idly at a shop while EFG decides if they will honor their warranty. It seems to me as though the company is trying to frustrate me and the shop to the point that we give up. I will have to pay for the repairs out of pocket and do not feel confident that I can get reimbursement because I'm sure they will look for more documentation than a repair invoice. Shouldn't EFG employ an adjuster to verify if a repair is covered by sending someone to the repair facility rather than have a busy reputable shop have to jump through hoops to provide the information? And what if the shop owners are not savvy enough with technology to upload and forward videos and or photos?

  

  Business response

  05/29/2024

  May 28, 2024
  
  Better Business Bureau of Metropolitan ******* Inc.                                                       
  
  
  Regarding *********
  *********************
  ***************
  ************************
  
  Re: BBB Case #********
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  
  After reviewing Ms. ********* concerns, we reached out to her to discuss her stated issues. After a voice mail was left for ********************, we received a call back from her father on her behalf.
  
  Please note, the items requested from the repair facility are standard protocol for all claims of this complexity. EFG determined that Ms. ********* repairs were eligible for benefits. We contacted Ms. ********* repair facility and authorized the necessary repairs.  Additionally, we have agreed to reimburse the customer for other out of pocket expenses charged by the repair facility.
  
  ******************** indicated he was completely satisfied with the assistance, and the resolution. 
  
  Please do not hesitate to contact our office with any further questions. 
  
  Sincerely,
  
  *********************
  Sr. Manager, Client Services
  EFG Companies

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Refusing to negotiate with dealership over rising costs in repair/labor. Will not pay for reduced rate the dealership has offered. The labor rate has risen, so the reimbursement amount to the dealership should be adjusted, as well. We contracted for a $100 deductible for warranty repairs, and EFG is refusing to honor this agreement.

  

  Business response

  05/15/2024

  Better Business Bureau of Metropolitan ******* **********************************************                                    
  
  May 10, 2024
  
  
  Regarding Consumer:
  ***********************
  *************************;                  
  *******************
  
  Re:BBB Case # ********
  
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  After researching *************** BBB complaint, we reached out to her to discuss her stated issues.
  
  *************** initially purchased her vehicle and service contract at *********************** GMC which has since been sold and the dealership name was changed to Steel GMC of Round Rock.
  
  EFG Companies had a negotiated labor rate with *********************** GMC, which Steel GMC has previously honored. With recent management changes at Steel GMC, they have made the decision to increase their labor rates and passed the difference in the negotiated labor rate and the increased rate on to the customer.
  
  EFG has worked with *************** to get the difference in the bill resolved. *************** has indicated she is completely satisfied with this resolution.   
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *******************************
  Sr.Manager, Client Services
  EFG Companies

  Customer response

  05/24/2024

  I have reviewed the business response and accept this resolution. Thank you for handling this matter for us.

   

  Regards-

  **** and ******

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/3 I had my truck into a licensed repair shop for a couple minor mechanical issues with the energency brake and the right rear door lock. We routinely change the oil as per manufacturer recommendations.The shop opted to do a routine oil change. We took our truck home and parked it in our driveway. Upon startup on the 4th I heard an ominous engine noise. We turned the truck off and had it towed back to the point of service on the 5th. The mechanic told us the read out was a failed oil pump or the engine had jumped time. The truck was then towed to ***********. They took the truck into their bay on the 11th. I was told I needed a new engine. On the 16th I called *********** to find they had not initiated a claim against ***. I was told an adjuster would arrive in/around the 18th. On the 23rd, I requested ****** to return the truck to the point of service. On the 29th a new claim was submitted to ***. The *** claim is that they will cover 100 % of parts. Not so. They are asking the mechanic to tear down the engine without hearing it run to prove where the engine has failed. Then they will decide if the lower engine bearing has failed and if they will cover it. False advertising at its best. I'm out $1345 rental truck coverage. I'm told they will only reimburse that if the repair is approved. I want my engine replaced and my truck back on the road. I've been without my truck for 28 days now with no guarantee it will be repaired. I want my truck rental money refunded

  

  Business response

  05/10/2024

  Better Business Bureau of Metropolitan ******* **********************************************                                    
  
  May 10, 2024
  
  
  Regarding Consumer:
  *************************
  2121 Elephant Walk
  ******************
  
  Re:BBB Case # ********
  
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  After researching Mrs. ******** BBB complaint, we reached out to her to discuss her stated issues.
  
  ****************** initially took her vehicle to *********** which had an extremely large workload in their service center, rendering them unable to diagnose the vehicle and provide an estimate for repair. This caused a delay in the claim process. Due to the delay and lack of communication at ***********, the customer chose to move the vehicle to ******** Auto Repair for a better experience. The customer had moved the vehicle prior to the BBB complaint being filed.
  
  EFG is currently working with ******** Auto Repair to get Mrs. ******** repairs completed after the shop diagnosed an internal engine failure. ******************* has indicated she is completely satisfied with this resolution.   
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *******************************
  Sr.Manager, Client Services
  EFG Companies

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Update - On 4/9/2024 I paid for the transmission fluid change even though it was early and it still isn't driving well and it's still getting metal in the fluid............. ...My car has been acting very weird randomly. I took it in to *******************, I was told my transmission has metal in the fluid, EFG called their person out (which took several day and I didnt have a vehicle the entire time), who did a short drive around in the passenger seat with the finding mechanic at *******************. I was told EFG the metal was noted, but I need to just change the transmission fluid, that's not covered by them because it's maintenance, and they won't be replacing the transmission. I was told by 3 different mechanics (*******************, Midstate Transmission and AAMCO Transmissions) there is no point to spend the $300, you will need a new transmission anyways. Metal in the transmission fluid is a sign of failure, replacing the fluid will just end up with more metal, no matter what, the metal is due to the transmission going bad. It's a ticking time bomb. I'm disabled, I can't end up stranded somewhere and not have help, and not able to get to my appointments. I got the 4 star plan, there is no reason EFG won't pay for it besides they are looking for a way to not honor what I paid for. There is no reason I needed to pay almost $300 to a mechanic to do something that 3 mechanics told me was a waste of my ************* It states in their contract that, that is not my fault, but it will be my fault if I keep driving it. The fluid needs changed every ****** The dealer said they replaced it, before I purchased the vehicle and this warranty. Its only been ****** since I got the car. I am doing what I was told to do, you're not. I've attached two images one from ******************* and the pictures of the metal in the fluid and the description. The second from a mechanic who's specializes in transmissions. I want my vehicle repaired, or a full refund amount of what I paid for the warranty. Please.

  

  Business response

  05/09/2024

  Better Business Bureau of Metropolitan ******* **********************************************                                    
  
  May 8, 2024
  
  
  Regarding Consumer:
  ***************************
  ************************** 25
  Normal, ** 61761
  
  Re:BBB Case # ********
  
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  After researching ********************* BBB complaint, we reached out to her to discuss her stated issues.
  
  EFG has confirmed the failure of the transmission and are working with the customer to get the repairs completed. ******************* will be scheduling an appointment with her local Chevrolet dealership service center so that we can get the claim authorized. ******************* has indicated she is completely satisfied with this resolution.   
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *******************************
  Sr.Manager, Client Services
  EFG Companies

  Customer response

  05/16/2024

  I have reviewed the business response and accept this resolution.  

  I appreciate *****'s (I believe his full name is *******************************) help at EFG in resolving my issue. He was very helpful and went above and beyond to fix my issue, after a third party mechanic EFG used failed to do their job correctly. My transmission is now in the works of being replaced and covered in full by EFG. Thank you *****! 

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought an extended warranty from the company with the promise of full coverage for my vehicle.My touch-screen radio started malfunctioning in which it was making commands on its own such as calling SOS/911, changes to climate, settings, etc. I called the company to confirm if that the radio was fully covered and was told it was covered 100% and within my contract.Took it to my mechanic and was told by my mechanic that the warrenty company only agreed to partially cover the radio and refused to cover the reprogramming which is part of the whole repair process. I was promised full coverage when I called prior to taking it to my mechanic, and now the company is refusing to make good on the contract. I was promised that my radio was to be repaired and functioning to how it was before the issue. Now I have a dead new radio that I cant use for its original purpose. They claim to have customer service available to assist my full needs Monday-Friday and Saturdays but have no supervisors available to assist me on Saturdays during normal hours of operation.

  Customer response

  03/06/2024

  Good morning,

  After filing my complaint, the company EF Financial reached out to me and completely resolved my issue. 
  

  I would like to withdraw my complaint. 
  

   

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 4 star extended warranty from EFG for $2200 last February. 12/21/2023 my head gasket blew on my ****** Impreza which should be covered. I commute an hour to work and it broke down at work. EFG towed my car to a dealership out of state rather than the selling dealership near my home. It has been 4 weeks of them trying to figure out how to get out of paying this claim. After two weeks of them fighting back and forth with the dealership, the dealership says the company won't even consider my claim unless they do $1500 diagnostics, which the dealership did not think was necessary. I will now be on the hook for now my head gasket and the unnecessary diagnostic charge if they deny it. The sent out an adjuster last Friday, and they still have not accepted or denied my claim. When I call them they say they are just waiting for information. This is ruining my life. I am going to lose my job. I would have just rather paid for the head gasket fix than the extended warranty if I knew they were going to s**** me over so bad.

  

  Business response

  01/25/2024

  Better Business Bureau of Metropolitan ******, Inc.                                           
  
  January 23, 2024
  
  
  Regarding Consumer:
  *********************************
  ***************************
  *****, ** 01970
  
  Re:BBB Case # ********
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  After researching ********************* BBB complaint, we reached out to her to discuss her stated issues. ************** initially reported that the head gasket had failed but were unsure of the extent of damage only providing an estimate for the gasket replacement. EFG requested a full diagnosis of the failure to determine the cause and extent of damage. Once a full diagnosis had been performed, the shop determined that the cylinder heads and block had been warped and an engine replacement was required. *** has worked with the shop to expedite the claim and have authorized the engine replacement.******************* has indicated she is completely satisfied with this resolution.   
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *******************************
  Sr.Manager, Client Services
  EFG Companies

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 1/16/2024 I took my 2015 **** F150 in because it wasn't throwing any hot air. Upon inspection, the heater core has failed - when they contacted the warranty individuals they said they wouldn't cover the claim due to Contamination - I have the Premium Coverage, everything but wear and tear is covered, but they've excluded contamination when we have done nothing with it -how is it contaminated??? There is no heat - and repair is $2,600 - Contamination is just a way to get out of paying a covered claim.

  

  Business response

  01/25/2024

  Better Business Bureau of Metropolitan ******, Inc.                                           
  
  January 23, 2024
  
  
  Regarding Consumer:
  *************************
  *****************************
  ********, ** 58503
  
  Re:BBB Case # ********
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  After researching ******************* BBB complaint, we reached out to her to discuss her stated issues. ********* initially reported that the vehicles heater core was clogged with possible contamination, which is excluded from coverage under the service contract.
  
  EFG contacted ********* and their shop ******* determined that the failure was not due to contamination and reported a mechanical failure of the heater core. The claim has been authorized and the shop has scheduled an appointment to have the repairs completed. ***************** has indicated she is completely satisfied with this resolution.   
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *******************************
  Sr.Manager, Client Services
  EFG Companies
  
  
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a warranty on a 2019 dodge Challenger, June 23, 2023. My transmission went out which is covered. However, they are refusing to pay the $500 shipping to ************** from somewhere that is not local. My portion of the deductible is $200 but they say if I want it now Ill have to pay 700. Are they legally obligated to pay for the shipping being the part was found?

  Customer response

  01/10/2024

  After speaking with ***** from EFG ******************) he says the repair was authorized on 12/14 and its untrue they require and additional $500 to get my part shipped to start repairs. I in turn have filed a BBB complaint against ************ to get to the truth and escalate the repair of my vehicle. Ill also add no one from EFG has reached out to accommodate me by putting me into a rental vehicle for a maximum of ******************************************* 

  

  Business response

  01/22/2024

  Better Business Bureau of Metropolitan ******, Inc.                                           
  
  January 19, 2024
  
  
  Regarding Consumer:
  *************************
  *******************************
  Apt ****
  *******, ** 75019
  
  Re:BBB Case # ********
  
  
  To Whom It May ********************
  
  This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
  After researching **************** BBB complaint, we reached out to him to discuss his stated issues. The claim has been authorized at the manufacturer listed price and all labor associated with the claim has been approved per the contract terms. The dealership has asked ************** for additional funds due to the manufacturers part being on national back order with them attempting to obtain the part from another dealership. The contract does not allow EFG to pay above the manufacturers list price, which has been explained to **************. EFG has been able to find a used transmission that could be shipped to the current shop, but the customer would like to go with the remanufactured unit the shop is going to provide. EFG has authorized additional rental vehicle days that the contract allows due to the manufacturers part being on national back order, ************** has indicated he is satisfied with this resolution.   
  
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *******************************
  Sr.Manager, Client Services
  EFG Companies

  Customer response

  01/22/2024

  I have reviewed the business response and accept this resolution.

*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. ↩