Complaints
This profile includes complaints for Enterprise Financial Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 56 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:03/31/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
03/27/2025 03/2024 Purchased a Signature Finish ************ Protection insurance. I drove on a road that had construction being done right before the **************** and when I came off, my tire started losing air quick so I drove to Express Tire repair shop in ************* but meanwhile the tire ripped & fell off completely onto the road. The rim ended up in perfect condition when I got there, but there was little to nothing left of the tire as you can see in the picture. I called up the company to compensate me for the tire and after 26 minutes of waiting on hold, I got someone on the phone. He told me that the store had to call up and make a claim first, but the store were never going to wait 26 min to get ahold of someone - BUT THEN he said anyway they NEEDED the tire in order to approve the new tire?!! I told him the tire ripped off and is on some highway gone. He said too bad and didn't care. ALL FOR 1 TIRE!!
Business Response
Date: 04/09/2025
Please find the attached response from EFG Companies, as we had already resolved this customer's issue by the time we received this complaint. Please advise if you can verify this with the customer.Business Response
Date: 04/11/2025
Please find the attached response from EFG Companies, as we had already resolved this customer's issue by the time we received this complaint. Please advise if you can verify this with the customer.Customer Answer
Date: 04/11/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:03/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Car was taken to ***** ***** **** in ********, OK for repairs under extended warranty with ***. It has been 20 weeks and car is still not fixed. Took 2 months for insurance to approve cam phasers replaced, then notified it needed motor replaced. Took another 2 months for motor to be found and put in car just to find out motor was defective. They closed our claim although nothing had been done to car. Reopened today and waiting on approval for another motor. I need a vehicle to get to my cancer treatments. I've been borrowing a car to make them which is ridiculous. It should not take 20 weeks to get our car fixed.Business Response
Date: 03/31/2025
March 31, 2025
Better Business Bureau of *************************
Regarding Consumer:
******** Smith
5701 W Okmulgee
********, OK 74401
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mrs. ******* BBB complaint, we reached out to her to address her concerns. *** was first notified by ***** ***** **** on November ******, regarding an internal engine failure. *** instructed the shop to obtain the customers authorization to diagnose the vehicle and determine the cause and extent of the damage. On December 20, 2024, ***** ***** **** contacted *** to inform us that the vehicle was ready for inspection to verify the failure. A third-party inspector was then sent to assess the failure and condition of the vehicle.
EFG left multiple messages with the shop from 12/23/2024 to 1/14/2025 which were not returned.
1/15/2025 ***** ***** **** informed EFG that the manufacturers part was on national backorder,and they were unable to find an aftermarket unit. *** contacted several parts vendors, but only used units were available, with multiple vendors confirming that remanufactured units were out of stock. As allowed by the contract, *** purchased a used unit which was delivered on 1/21/2025.
On 2/21/2025 the shop reported an issue with the part received, which subsequently was determined by ***** ***** **** to be an issue related to the vehicles spark plugs, not the part supplied by ***.
*** worked with the shop to expedite the required additional repairs and waived Mrs.Smiths deductible. Mrs. ***** has expressed full satisfaction with this resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesInitial Complaint
Date:01/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Paid for warranty and 2 months later had an issue with motor and they dont want to pay because , they said car was wrecked under a total loss title and it was not it was a bonded ****** , because it was a lost title.Then they said they would issue me another warrant that would cover under my title but not cover exciting claim. Even though I told them when I purchased warranty it was a bonded title .Business Response
Date: 02/05/2025
February 3,2025
Better Business Bureau of *************************
Regarding Consumer:
****** Hill
1611 PO Box
**********************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mrs. ****** BBB complaint, we reached out to address her concerns. *** first received a call from Lithia Chrysler Jeep Dodge reporting multiple issues with the vehicle. Since this was the first claim on a newly purchased contract, *** conducted a Carfax check to confirm eligibility. The Carfax report indicated that Mrs. Hills vehicle had a branded title due to a total loss on 4/12/2024. The contract specifically excludes salvage, branded and total loss vehicles from coverage eligibility. *** then contacted the seller of the contract, ********************************, and informed them that the vehicle was ineligible for coverage due to the total loss. *** has confirmed that ******************************** issued a full refund to the customer via certified mail on 1/31/2023.
Mrs. **** was unaware that her vehicle had been branded as a total loss by the insurance company. She now understands the reason for the denial and is aware of the refund issued by *********************************
Please feel free to contact our office if you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesCustomer Answer
Date: 02/06/2025
I am rejecting this response because:
Enterprise told me it was a salvage title and the title I have shown is for a bonded title . When I fliled for title this is what I received. What they said they found on car fax wasnt true. They also said I would get a full refund and I still have not received the refund.Business Response
Date: 02/10/2025
February 10,2025
Better Business Bureau of *************************
Regarding Consumer:
****** Hill
1611 PO Box
**********************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mrs. ****** BBB complaint, we reached out to address her concerns. *** was first contacted by Lithia Chrysler Jeep Dodge, who reported multiple issues with the vehicle. As this was the first claim on a newly purchased contract, *** performed a Carfax check to verify eligibility. The Carfax report revealed that Mrs. Hills vehicle had a branded title due to a total loss on 4/12/2024. The contract clearly excludes salvage, branded, and total loss vehicles from coverage eligibility. *** then notified the seller of the contract, ********************************, informing them that the vehicle was ineligible for coverage due to the total loss. *** has confirmed that ******************************** issued a full refund to the customer via certified mail on 1/31/2023.
Mrs. **** was unaware that her vehicle had been branded as a total loss by the insurance company. She now understands the reason for the denial and is aware of the refund issued by *********************************
After our initial response was rejected, *** attempted to contact Mrs. **** again, but the call was disconnected as soon as it was answered. Mrs. **** is correct in stating that the vehicle has a bonded title, which indicates that the original title was either lost or damaged. However, Mrs. **** did not mention when purchasing the contract that the vehicle also has a branded title due to a collision in which the insurance company declared it a total loss. Since the vehicle was deemed a total loss, it is not eligible for coverage under the contracts exclusions section.
Please feel free to contact our office if you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesInitial Complaint
Date:01/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a vehicle at the end of September and this warranty was sold to me with the vehicle. With regular maintenance on this vehicle my engine locked up on me. I took the vehicle back to the dealership and they assured me that this would be covered by the warranty company. I began doin research on my engine and in this warranty company I found out they are known for denying coverage on things they are clearly obligated to repair to save them money! Im not paying money on this policy just to pay it! They made the dealership charge for the engine to be opened to see why it seized. It took another2-3 weeks for someone to make it to the dealership and look at my opened engine. Then another week for them to tell the dealership no because it looked like someone tried to put oil in the engine after it seized! I kept oil in my car regularly and kept up with oil changes. I have been driving 20 years and have never had an engine lock up on me. This is unacceptable I have been driving a rental for a month! Something needs to be done so I can get my means for transportation back or legal action will be taken immediatelyBusiness Response
Date: 01/27/2025
January 24,2025
Better Business Bureau of *************************
Regarding Consumer:
***** Holt
********************************************************************************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After carefully reviewing Mr. ***** BBB complaint, we reached out to discuss his concerns. *** initially received a diagnosis from ***** of Greenbelt stating that the engine had locked up due to multiple rod-bearing failures. To verify the cause of the failure and assess the vehicles condition, *** dispatched a third-party inspection company.During the inspection process, the technician from ***** of Greenbelt mentioned that the vehicle had been run low on oil, leading to the engine lock-up. He also suspected that oil had been added afterward but had not mixed with the remaining oil in the pan. Based on this diagnosis, EFG initially denied the claim due to a lack of lubrication. However, after a second review, which did not reveal any sludge or varnish, *** has agreed to authorize the necessary parts and labor to proceed with the covered repair.
Mr. **** has indicated that he is completely satisfied with this resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesInitial Complaint
Date:11/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Start of problem: 10/25/24 Dispute: Failure of warranty coverage by Motorist Assistance Plan, aka Enterprise Financial Group Nature of Problem: Refusing to cover the cost of repair, including time, parts and labor costs. Refusing to work with dealership, even though they mistakenly told me I could take the car to any mechanic I choose. Failure to correct/have accountability for a discrepancy in their own repair database.Desired Resolution: Cover the full cost of the diagnostics, repairs and waive my deductible charge due to the stress and inconvenience this issue has caused me over the past 3-4 weeks.I do not wish to receive any further contact from the company in the dispute (Enterprise Financial Group), I would like the BBB to advocate on my behalf.Business Response
Date: 12/10/2024
December 10,2024
Better Business Bureau of *************************
Regarding Consumer:
Conor Clement
******************************************************************************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mr. ********* BBB complaint, we reached out to address his concerns. *** contacted ******** regarding the discrepancy between the repair hours quoted by the shop and the labor time guide. ******** confirmed that an incorrect time was published and provided the correct labor time for the required repairs. *** has also been in touch with **** of Brookline and authorized the necessary parts and labor to complete the covered repair.
Mr. ******* has indicated that he is completely satisfied with this resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesInitial Complaint
Date:11/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear Better Business Bureau,I am writing to file a formal complaint against EFG Services for deficient warranty service and unacceptable customer service.On 2/22/222, I purchased a used 2019 ***** CX-5 from ******* ***** and purchased an extended warranty from EFG Services.Recently, at approximately ****** miles, I began experiencing transmission slippage. I took my vehicle to [Repair Shop Name] for diagnosis, and they determined that a new transmission was necessary.I contacted EFG Services to file a claim under my extended warranty. *** initially offered a used transmission with ****** miles or a remanufactured transmission. After a significant delay in diagnosis, EFG sent a used transmission with ****** miles and visible corrosion.When I expressed my dissatisfaction with the condition of the used transmission, EFG proposed a remanufactured transmission but with an additional fee. This fee was not disclosed during the initial claim process.The significant delay in diagnosis, the subsequent offer of a substandard used transmission, followed by the unexpected upcharge for a remanufactured transmission, and the lack of transparency regarding the actual cost of the repair constitute deficient warranty service and demonstrate a complete disregard for customer satisfaction.I am seeking the following resolutions:Immediate Replacement of the Transmission: EFG Services should provide a remanufactured transmission at no additional cost, as initially promised.Enhanced **************** Training: EFG ******************** should implement comprehensive customer service training for its staff to improve communication and responsiveness.I trust that the Better Business Bureau will investigate this matter thoroughly and take appropriate action to hold EFG Services accountable for its actions.Thank you for your time and attention to this matter.Sincerely,ZacheusBusiness Response
Date: 11/22/2024
November 22,2024
Better Business Bureau of *************************
Regarding Consumer:
Zacheus Stager
*********************
****************************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mr. ******* BBB complaint, we reached out to him to address his concerns. *** was first notified by Aamco on 11/4/2024 about a transmission failure. ***** informed us that the manufacturers part was on national backorder and that they were unable to source an aftermarket unit either. *** then contacted multiple parts vendors, but only used units were available, with several vendors confirming that remanufactured units were not in stock. Due to these availability issues, *** purchased a used unit and sent it to the shop for the vehicle repair. Upon its arrival, the customer requested to inspect the part which showed signs of surface corrosion. *** has agreed to purchase a remanufactured transmission and has explained that the delay was due to parts availability. Mr. ****** has stated that he is willing to wait for a remanufactured unit and is fully satisfied with this resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesInitial Complaint
Date:11/12/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Paid $3,888 for a 4 ******************** Contract/Warranty, vehicle is in the shop need front end differential replaced and they have denied coverage stating that plug was loose allowing fluid to drip into pan. According to *** Service recommendation that the transfer case fluids be changed for a 4WD is every ****** miles and we have only driven said vehicle less than ****** miles we would not have had that maintenance done as of owning the truck. This is the 3rd time truck has been in shop first time was for 6mths for transmission work then.Business Response
Date: 11/20/2024
November 20,2024
Better Business Bureau of *************************
Regarding Consumer:
****** Lovaglio
3904 FM 911 S
********************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mrs. ********* BBB complaint, we contacted her to address her concerns. *** was initially notified by ********************* on 11/4/2024 about a front differential failure. ********************* reported that the technician found the front differential drain plug to be loose, resulting in a fluid leak, lack of lubrication, and subsequent catastrophic damage to the unit. *** arranged for a third-party inspection through Warranty Inspection Services to verify the cause of the failure. The inspection confirmed that the loose drain plug had caused a long-term leak, leading to a lack of lubrication, which eventually resulted in catastrophic damage to the differential. As lack of lubrication is specifically excluded from coverage, *** has denied the claim.
EFG also followed up with *********************, who agreed with their original assessment that the lack of lubrication was the cause of the failure.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesCustomer Answer
Date: 12/03/2024
if fluid was dripping onto skid plate and they found this when removing the skid plate as per the hand written note on the ticket that I have attached I would I have even known that it was leaking as there was no indication where the vehicle stays parked, also if it had been leaking as their response reported wouldn't the dealership had found signs of leaking prior to removing the skid plate and find the plug loose? I am not at all happy with their response and have been advised to request a master mechanic to look at the vehicle.Business Response
Date: 12/11/2024
December 11,2024
Better Business Bureau of *************************
Regarding Consumer:
****** Lovaglio
***************************************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After thoroughly reviewing Mrs. ********* BBB complaint, we contacted her to address her concerns. *** was initially notified by ********************* on 11/4/2024 about a front differential failure. ********************* reported that the technician found the front differential drain plug to be loose, resulting in a fluid leak, lack of lubrication, and subsequent catastrophic damage to the unit. *** arranged for a third-party inspection through Warranty Inspection Services to verify the cause of the failure. The inspection confirmed that the loose drain plug had caused a long-term leak, leading to a lack of lubrication, which eventually resulted in catastrophic damage to the differential. As lack of lubrication is specifically excluded from coverage, *** has denied the claim.
*** asked ********************* to obtain the customers approval to disassemble the front differential and ensure that the shop and third-party inspector had correctly diagnosed the issue. Upon opening the unit and exposing the interior, EFG discovered significant damage, which may have caused the drain plug to be damaged or loosened, resulting in a sudden loss of fluid. *** has approved the necessary parts and labor to complete the covered repair.
Mrs. ******** has indicated that she is completely satisfied with this resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesCustomer Answer
Date: 12/12/2024
Hello BBB, I am just adding a final follow up on my complaint and would like to recognize ***** with EFG and his willingness to go above and beyond to rectify the situation. He not only contacted both me and husband sometimes multiple times a day to keep us in the loop he was in constant contact with *********************. In the end we are very satisfied with ***** and his willingness to look deeper into the issue. ***** even went so far as to waive our deductible to help on our part of the cost. I cannot say enough good things about ***** and his determination to get this resolved.Customer Answer
Date: 12/12/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:11/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cosigned for my grandson on a 2016 ******** Ats in 2022 with Motor assistant program level 4 star for additional $4000 and have ********************* Lifetime Powertrain Protection. About 6 months after having his car it stared having problems took it to multiple shops for coolant all over the motor and sensors but no one could find a coolant leak.Finally found a shop(******* Automotive 62040)looked further into the problem.They found a burnt Piston on cylinder 1 causing the ongoing issue of loss of power badly shaking not going over 35 mph and turning check engine light on.******* contacted EFG companies.They had a ********** come out,look at what needed repaired but the ********** didn't have a clue to what he was looking at. The ********** then tells ******* Automotive that he will send a more qualified ********** out on November 1 but the ********** never showed. And now the warranty company has denied the claim without even sending the second ********** out to look at what needed fixed saying reason for denial was due to contaminated fluid. I spoke with the shop and they said that doesn't even make since because of course there is gonna be a mix of fluids because of the burnt piston my grand son's car has been in the shop since October 18 2024. Now *** will not answer the shops phone calls or respond back to them.I called *** to figure out why the second ********** was never sent out and why there not returning the shops phone calls and I was told the claim is denied why would we send another ********** out. I said so your telling me between the two warranties I have that the piston is not a covered part when clearly its listed on covered parts. Only to get a response of well you should have taking care of your motor better. ******** customer service. A part that should absolutely be covered is denied with a reason that doesn't even make since even to the shop fixing the car. I wouldn't recommend this company to anyone. They take your money and hide.Business Response
Date: 11/18/2024
November 14,2024
Better Business Bureau of *************************
Regarding Consumer:
******* Price
*************************************************************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After carefully reviewing Mr. ****** BBB complaint, we reached out to discuss his concerns. *** reached out to ******************* and arranged for a third-party inspection to confirm the cause of the failure, as the initial report suggested that carbon buildup,which is considered contamination, was the cause and not covered under the warranty. After reviewing the second inspection, we have agreed to authorize the necessary parts and labor to complete the covered repair.
Mr. ***** has indicated that he is completely satisfied with this resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesCustomer Answer
Date: 11/18/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:10/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased new/used vehicle in 2019 and got the extended warranty from Enterprise Financial Group (contract# ***********) for $2k. With a standard deductible of $100. It is the premium plan. Had to take the car to dealership to get some ac repair done (which is covered) and a few other minor things (also covered under contract). Dealership contacted us 2 days later and said that warranty company is not paying for all of it and our out of pocket would be $696! Our out of pocket should ONLY be ********************************* the contract I was given it says nothing about the price of labor. Which is what the warranty company is refusing to pay for. We have spoken to *** and had it escalated to a supervisor and they are still unwilling to budge. They have even told us to take it back to original dealership that we purchased vehicle from that is over 2 hours away. However. That dealership isn't even in business anymore. This is unacceptable. I'm sure if the tables were turned the company would make sure we held up to what they had in writing. However, all I relieved was a pamphlet telling me what they cover and what my deductible is. And I'm being held to some labor cost that I knew nothing about nor is it in writing.Business Response
Date: 10/24/2024
October 23,2024
Better Business Bureau of *************************
Regarding Consumer:
******* Vines
********************************************************************
Re: BBB Case #********
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced Contract.
After carefully reviewing Mr. ****** BBB complaint, we reached out to discuss his concerns. *** contacted ***** ******* of ******** and successfully negotiated a lower labor rate, reducing the overall cost of the claim. We have authorized the necessary parts and labor to complete the covered repair. Additionally, *** has offered rental assistance in the event of any delays due to parts availability.
Mr. ***** has indicated that he is completely satisfied with this resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
***** **********
Sr. Manager,Client Services
EFG CompaniesInitial Complaint
Date:10/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This took place on 09-21-24. The price I paid was $2,949.71 Name of buisness is "Motorist Assistance Plan" and is a warranty that I purchased with my vehicle. This plan is suppose to help cover any problems my purchased car might come across after purchase. This plan covers certain issues or problems, not all.The issue is no one is picking up the phone to inform me or the place of buisness (the mechanin's shop) on what is covered by them. The entire week from 09/21 to today 10/04 i have been trying to get through throughout the day at different times of the day but again with no luck. I am able to speak to a representative by pressing zero, but they are not able to help **** need to be transfered to the correct department that no one picks up to speak to. i have been trying every day to get throught with no luck. Even now as I type this, I am on hold waiting with music playing waiting to speak to someone for one hour and 16 min.Business Response
Date: 10/07/2024
October 7, 2024
Better Business Bureau of Metropolitan Dallas, Inc.
Regarding Consumer:
Omar Guillen
4512 Workman Mill Road, Unit B108
Whittier, CA 90601
Re: BBB Case # 22381766
To Whom It May Concern:
This letter is sent on behalf of Enterprise Financial Group, Inc. (“EFG”) as the Administrator of the referenced Contract.
After conducting a thorough review of Mr. Guillen’s BBB complaint, we reached out to him to discuss his stated concerns. EFG contacted the repair facility, Alexander Auto Service, to verify what repairs were performed and to obtain a copy of the invoice for reimbursement. EFG has prioritized and expedited Mr. Guillen’s claim to ensure a prompt resolution.
Mr. Guillen has indicated that he is completely satisfied with this resolution.
Please do not hesitate to contact our office should you have any further questions.
Sincerely,
Chris Pepperling
Sr. Manager, Client Services
EFG Companies
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