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Complaint Details
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Initial Complaint
08/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Dealer sold me a service contract from EFG when I purchased a new truck in Feb, 2021. In June of 2024, I took my truck to the dealership where I live to have the cracked exhaust manifolds replaced. EFG refused to approve the repair even though it is covered through the contract. They are refusing to cover the dealers labor rate, and OEM parts. They are trying to limit labor rate to $159 per hour, even thought there is no labor rate restriction in the contract. They are also trying to force me to have my truck repaired at an unqualified repair facility for repair that needs to be performed by dealer using update OEM parts.
Business response
08/13/2024
August 13,2024
Better Business Bureau of Metropolitan ******* ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
Regarding Consumer:
**********************;
****************************************************;
*********, NV 89002
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 conducting a thorough review of **************** BBB complaint, we reached out to him to discuss his stated concerns.
EFG has prioritized and expedited **************** claim to ensure a prompt resolution. We have contacted Towbin Dodge and authorized the required labor and parts to repair the customers vehicle.
**************** 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 response
08/13/2024
I have reviewed the business response and accept this resolution.Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased the 4 Star warranty for a 2017 X1 for $4800. Car broke down on 7/2 and I had AAA tow it to the *** dealer that I purchased the warranty through. They determined that the vehicle had a broken spring and they reached out to EFG (MAP Motorist Plan). They said they would be out to inspect within ***** hours. I understand that 7/4 was a holiday, I was then told that they would be out to inspect by Monday 7/8 at the latest, still didn't show up. Was then told they were busy and definitely be there on 7/10 which 8 days later. Received a call that the inspector had another emergency and should show up on 7/11 but no guarantee. This is a simple repair and the dealer provided them with all of the necessary information. I purchased this warranty in good faith, evidently I am seeing that the only thing EFG is good for is stealing my money!Business response
07/22/2024
July 22, 2024
Better Business Bureau of Metropolitan ******* ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
Regarding Consumer:
*************************;
47 ****************;
Seekonk, MA 02771
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 conducting a thorough review of Mrs. ********** BBB complaint, we reached out to her to discuss her stated concerns.
EFG has prioritized and expedited *********************** 's claim to ensure a prompt resolution. We provided additional assistance covering consequential damage in accordance with the contract terms and extended assistance with her deductible due to the delays experienced.
*********************** 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 response
07/22/2024
I have reviewed the business response and accept this resolution.Initial Complaint
07/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I refinanced my car in June of 2021 I was offered an extended warranty through EFG which I paid for and have had for the last 3 years. I have spent around $3600 towards this warranty since receiving it and never made a claim. On 06/25/24 I began having problems with my SUV which started as my car stuttering and jerking when idling then progressed to my check engine light illuminating on 06/26/24. After searching for a mechanic able to take the warranty I got an appointment with ******************* in **********, ** on 07/01/24 which was the first appointment they had available. I dropped my car off 07/01/24 and provided the warranty information. Tuesday, 07/02/24, the dealership called to explain the issues with my car and stated that after spending hours on the phone with EFG they informed her they would have to send an inspector out before they would approve repairs and the inspector had ***** hours to come out. Thursday, 07/04/24, was a holiday and after not hearing from anyone at the dealership since Tuesday I called to get an update at which time I was told the inspector had never come out. I then called EFG and was told the inspector could go out anytime within 2 business days however the 2 business days were up and no one could tell me if someone would be going out or when. Saturday, I called the dealership again to see if the inspector showed up and was told the inspector came Wednesday morning. I again called EFG to ask that they contact the inspector to get the report because at this point I had been without my car for 2 weeks and I had no idea when or if I would be able to get my car back. I was told this time that the inspector has 2 days to submit the report and once its received it then goes to an adjuster who has 2 days to review my claim and either approve or deny it. I was also told that the warranty will not cover me for a rental until my claim is approved. I am missing multiple days of work because I cant get my car fixed.Business response
07/22/2024
July 22, 2024
Better Business Bureau of Metropolitan ******* ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
Regarding Consumer:
*********************;
416 Sword Way
***********,IL 60440
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 conducting a thorough review of ***************** BBB complaint, we reached out to her to discuss her stated concerns.
EFG has prioritized and expedited ***************** claim to ensure a prompt resolution. We provided rental assistance in accordance with the contract terms and extended assistance with her deductible due to the delays experienced.
*************** 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 CompaniesInitial Complaint
06/28/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
A transmission was to be delivered in 4-5 business days which is clearly written in their contract, it arrived 6 business days later. I asked for them to waive the deductible, because my truck has been at the dealership nearly two weeks waiting on this company first their adjuster now their shipping department. Their customer service representative didnt care if I reported the company to the BBB.Business response
07/11/2024
July 10, 2024
Better Business Bureau of Metropolitan ******* ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
Regarding Consumer:
**********************;
274535 Broncho Rd
******, OK 73055
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 conducting a thorough review of Mr. ******* BBB complaint, we reached out to him to discuss his stated concerns.
EFG has prioritized and expedited ******************** claim to ensure a prompt resolution. We provided rental assistance in accordance with the contract terms and extended assistance with his deductible due to the delays experienced.
**************** 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
06/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
*** 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 CompaniesInitial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 CompaniesCustomer 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
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 CompaniesInitial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a pre-owned vehichle. The vehichle was involved in an accident resulting in a total loss. The insurance company paid the value of the vehichle leaving a balance on the loan. The gap company us refusing to pay a portion of the loan due to the insurance company " deducting" things like prior damage and etc. Per "thier policy" they don't pay for the "prior damage" which is a load of horse s*** Gap is there to COVER YOUR VEHICHLE in the event of a total loss. This policy of theirs is UNFAIR, DECEPTIVE and screws over the customer. What os the point of gap if you don't pay the remaining balance! Commonly understood language amongst the average *** is gap covers you in a total loss. Not shaft you with a payment you can't afford with nothing to show for it! Of corse there are preexisting conditions on the vehichle. It's pre-owned! Of corse the insurance company is going to deduct. That's how they get the ACCURATE value! Finish the job! Pay the rest of the loan like gap is supposed to do!Business response
05/28/2024
May 28, 2024
Better Business Bureau of Metropolitan ******* ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************
Regarding Consumer:
***********************
***************************************************
Re: BBB Case # ********
To Whom it May ******************** letter is sent on behalf of Enterprise Financial Group, Inc. (EFG) as the Administrator of the referenced *** Addendum.
Following are the details related to the payout calculations for **************** *** claim related to a loss occurring on February 8, 2024.
After careful review of *************** *** claim details, there was a condition adjustment made by Mr. **************************** ******* of $1,030.29 (see attachments: ****** Progressive Settlement Breakdown and ****** Vehicle Valuation Report).
Per the customers *** addendum (see attached Homes EFG Sample *** Addendum, EXCLUSIONS, page 4-H), this adjustment affected the benefit amount of **************** *** claim with EFG Companies. A payment was issued to **************** lender in the amount of $6,128.26 on 3/19/24. For reference, we have provided a copy of the *** Claim Settlement worksheet (see attachment: ****** EFG Gap Claim Settlement Breakdown).
It is EFGs position that this claim was adjudicated correctly, per the terms and conditions of **************** *** addendum.
Please do not hesitate to contact our offices if there are any further questions.
Respectfully,
*********************
Sr. Manager, Client Services
EFG Companies
**********************
*****************Customer response
05/28/2024
Per CFPB (consumer Financial ****************** *** is as FOLLOWS:
*** is an optional product that is intended to cover the difference between the amount you owe on your auto loan and the amount the insurance company pays if your car is stolen or totaled. Standard auto insurance only pays an amount up to the value of your vehicle. *** is supposed to cover the loss you would suffer if your loan balance is higher than the value of the vehicle.
*** is one of several optional add-on products such as extended warranties or credit insurance that a dealer will likely offer to you when purchasing or leasing a car. The cost of the product will be rolled into the loan amount. The products often have eligibility restrictions and based on a consumers individual circumstances, may not provide value,The price of this product can vary greatly. Your own auto insurance company may offer a *** policy, and some direct lenders also offer *** policies. It is important to compare prices and coverage before you buy. If you choose to finance a *** policy into your loan, it will add to your total loan amount, which ultimately increases what youll pay in total interest over time.
If you are told you must purchase *** to qualify for financing, ask where the sales contract says that, or contact the lender yourself to find out if that is true. If it is true, the cost of the *** insurance must be included in the finance charge and reflected in the disclosed annual percentage rate (APR). If its optional, you can decline it.
Also, you may be entitled to a refund if you sell, refinance, or prepay your auto loan. If you do not have your paperwork, check with your lender, the provider, or the dealer you bought the car from.The process stated does not follow what is defined by this. This is unacceptable practices! The stated statement above from CFPB is what the average person will know with what *** does and means.
Customer response
05/28/2024
I am rejecting this response because:
Per CFPB (consumer Financial ****************** *** is as FOLLOWS:
*** is an optional product that is intended to cover the difference between the amount you owe on your auto loan and the amount the insurance company pays if your car is stolen or totaled. Standard auto insurance only pays an amount up to the value of your vehicle. *** is supposed to cover the loss you would suffer if your loan balance is higher than the value of the vehicle.
*** is one of several optional add-on products such as extended warranties or credit insurance that a dealer will likely offer to you when purchasing or leasing a car. The cost of the product will be rolled into the loan amount. The products often have eligibility restrictions and based on a consumers individual circumstances, may not provide value,
The price of this product can vary greatly. Your own auto insurance company may offer a *** policy, and some direct lenders also offer *** policies. It is important to compare prices and coverage before you buy. If you choose to finance a *** policy into your loan, it will add to your total loan amount, which ultimately increases what youll pay in total interest over time.
If you are told you must purchase *** to qualify for financing, ask where the sales contract says that, or contact the lender yourself to find out if that is true. If it is true, the cost of the *** insurance must be included in the finance charge and reflected in the disclosed annual percentage rate (APR). If its optional, you can decline it.
Also, you may be entitled to a refund if you sell, refinance, or prepay your auto loan. If you do not have your paperwork, check with your lender, the provider, or the dealer you bought the car from.
The process stated does not follow what is defined by this. This is unacceptable practices! The stated statement above from CFPB is what the average person will know with what *** does and means.Business response
05/30/2024
Regarding: BBB Complaint ID ******** ******
Hello,Please see the attached documentation that was provided to **************** by way of our response on 5/28/2024. In the documentation you will see that the Vehicle Valuation Report and the Progressive Settlement Breakdown reports, supplied by **************** insurance company, determined the deduction of $1,030.29 for the condition of the vehicle. EFG adjudicated the claim according to the contract language (see EFGs GAP Addendum and Claim Settlement Breakdown documents), and paid the claim accordingly.
The heart of ****************' complaint is his objection to the $1,030.29 deduction due to the condition of his vehicle. This issue is misdirected at EFG, and should be addressed to his insurance company.
Please advise on the appropriate next steps toward resolution of this matter.
Thank you,
*****************************************
Business response
06/06/2024
Hello, can the BBB please confirm that you received our last correspondence on this complaint? I am seeing 2 days left to respond, but haven't heard back from the BBB on our last correspondence. Thank you!Business response
06/10/2024
Regarding: BBB Complaint ID ******** ******
Hello,
Please see the attached documentation that was provided to **************** by way of our response on 5/28/2024. In the documentation you will see that the Vehicle Valuation Report and the Progressive Settlement Breakdown reports, supplied by **************** insurance company, determined the deduction of $1,030.29 for the condition of the vehicle. EFG adjudicated the claim according to the contract language (see EFGs GAP Addendum and Claim Settlement Breakdown documents), and paid the claim accordingly.
The heart of ****************' complaint is his objection to the $1,030.29 deduction due to the condition of his vehicle. This issue is misdirected at EFG, and should be addressed to his insurance company.
Please advise on the appropriate next steps toward resolution of this matter.
Thank you,
***********************
******************Customer response
06/11/2024
I am rejecting this response because: this is not misdirected at EFG. As clearly stated by the CFPB. GAP is supposed to cover what the insurance company does not. I paid for the service of EFG to Cover my vehichle in the event of a total loss. Let me pose this scenario. Say my car was destroyed by a a fire. You would cover the total value of my car. Say my car was stolen and unrecoverable, you would cover the same. The fact that my car was totalled in an accident is NO DIFFERENT. A total loss is just that a total loss. EFG is refusing to pay what they owe. It is a disgrace and a corrupt company. Finish the job! Pay the remainder!Initial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My claim is being wrongfully denied by saying an upper radiator hose caused engine damage. The hose was repaired by the dealership a week or so before the incident of the oil leaked. The car was parked and I discovered a trail of fluid underneath in which I assumed was the hose leaking again. Had it towed and was require to pay $2200 deposit for an engine breakdown to discover where the oil was coming from and they found leaks of the head gasket and a bad crankshaft but EFG is denying my claim to repair or replace blaming the newly replaced upper radiator hose.Business response
05/28/2024
May 28, 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.
On May 1, 2023,a mechanical claim was called in to EFG by a Dodge dealership reporting an overheating issue with **************** 2019 Dodge Challenger. The shop diagnosed the root cause of failure to be a failed radiator hose, which resulted in coolant loss and subsequent overheating, with damage to the cylinder head gasket. A third party, independent inspector was ordered by EFG to document and confirm the dealerships reported findings, which was confirmed.
The root cause of engine failure the failed radiator hose - is an excluded component in his *************** Contract. Therefore, benefits were not applied for this repair.
For reference,attached is a sample copy of **************** MAP Star *************** Contract. The eighth bullet point in the Exclusions section states that we are not responsible for repair or replacement of any parts not necessary to the completion of the repairs for a Covered Breakdown or not damaged by the failure of a Covered Part.
Additionally,it was pointed out to EFGs Claims Adjuster that **************** vehicle is equipped with an aftermarket (not factory equipped) turbocharger. This is a significant engine modification that would also cause any engine failure to be subject to denial per the Terms and Conditions of the Contract.
It is our position that the correct decision of denial was made for this claim.Unfortunately, we are not able to extend any benefits for this repair.
Please do not hesitate to contact our office with any further questions.
Sincerely,
*********************
Sr. Manager, Client Services
EFG CompaniesCustomer response
05/28/2024
I am rejecting this response because: The hose was repaired by *********************** and the car was not towed for repair for an overheating problem. The upper radiator hose was replaced and the vehicle was working properly afterwards. The oil leak was discovered a week or so later and the car was parked when I discovered the leak (video attached). EFG is now trying to point to anything to keep from paying for the 3rd claim on this vehicle buy pointing toward a part they say is not covered but none of this was told to me when purchasing the car that only certain parts were covered. Dallas ***** nor EFG advised me that my warranty that I was sold wont cover repair or replacement because the car had a supercharger kit on it. It makes no sense to sell a warranty that doesnt cover my vehicle and /or pick and choose what they are willing to fix. The technician also falsely put trigger words like multiple overheats which never happened while I owned the car. Please enforce them to finish the job.Business response
06/05/2024
June 4, 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.
As a follow-up to our previous response, EFG stands by our original decision based on the diagnoses and information provided by the repair shop which was chosen by ************* for his repair. The reported damage to **************** cylinder head gaskets is consistent with subsequent damage due to the failure of a non-covered component, as previously described.
On May 14,2024, a member of EFGs management team spoke with ************** and provided a detailed explanation of the denial. It was also explained to ************** that if he feels the information provided to EFG by the Dodge dealership was inaccurate, he should contact the dealership and they would be welcome to contact us with any additional information regarding this claim. As of this writing, there has been no further communication from **************** repair facility.
EFG has authorized and paid previous claims for **************** vehicle that were eligible for benefits per the terms and conditions of **************** contract, including the replacement of the transmission assembly totaling $4,663.12.
Please do not hesitate to contact our office with any further questions.
Sincerely,
*********************
Sr. Manager, Client Services
EFG CompaniesCustomer response
06/05/2024
I am rejecting this response because: *** is blaming a part that repaired on 3 other parts that are defective which are the head gaskets and crank shaft. The was no overheat issue when the car was last towed to the dealership but was in fact towed for oil leaking from the engine. The car had been sitting for several hours when the leak was discovered and wasnt driven after it was found. The *** is simply denying my claim per the total amount of claims previously submitted which Im guessing hurts their bottom line. Also, sending a tech that works for them to investigate the matter is much like a student grading their on test and expecting them not to pass. Please enforce *** to repair the 3 parts which are covered by warranty that they are currently not repairing by claiming damages are caused by a working part. No overheats or red lines every occurred while I owned this vehicle.Customer response
07/09/2024
Still looking for the BBB to enforce EFG to finishing repairs on my vehicle from complaint 21708996Initial Complaint
05/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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 CompaniesCustomer response
05/24/2024
I have reviewed the business response and accept this resolution. Thank you for handling this matter for us.
Regards-
**** and ******
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Customer Complaints Summary
56 total complaints in the last 3 years.
26 complaints closed in the last 12 months.