ComplaintsforEnterprise Financial Group, Inc.

• 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.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Simplicity Protection has signed me up for a policy that they knew I did not need. This cost is $107/month. They would not refund my account, rather tired to refund me a prorated amount piece by piece.

  

  Business response

  01/02/2024

  Better Business Bureau of Metropolitan ******, Inc.                                           
  
  December 29, 2023
  
  Regarding Consumer:
  ***********************
  ****************************************, ** 63135
  
  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.
  
  EFG was able to work with the seller of the contract to provide a full refund to the consumer. ***************** has indicated that 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

  11/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We own a 2013 ****** Altima SV 3.5. When we purchased the new vehicle we also purchased the additional warranty. The warranty company is EFG. Our vehicle was taken to ************** because smoke was coming out of the exhaust. We received a bid/estimate of repair stating we needed the engine replaced. The bid/estimate we received was for a used engine, lkq with fluids, exhaust gaskets etc and all labor (20 hours) totaling $6074.48. ************** filed the claim with EFG; EFG sent an adjuster to inspect our ****** Altima and the claim was approved. However, EFG did not go with ************** estimate and decided they would send the motor to **************. (Which ***********************, service advisor, with **************, said has never had an adjuster go against their recommendation of repair.) The only thing I was told by EFG was there would be a ***imum pay out of $7675 (the value of the car at that time). This did not cause a concern for me since the only repair estimate I had received was for $6074.48 from the dealership to fix the car. At that point, I only knew our responsibility would be $100 deductible. I was also told by EFG they could not talk to me only the dealership who filed the claim. I could understand that if it was only their money used, but since I was ultimately the one stuck with the bill, absolutely should not be the case! We went to pick up the vehicle to find out we owed $1458.62 (the amount over the *** allowed of $7675) $9133.62 was the new total repair; $3059.14 more than ******* ******s repair estimates. It appears EFG chooses to make up their money, by passing it on to the consumer, unnecessarily and that should absolutely never be allowed to happen!! I should only have had to pay the $100 as EFG had an estimate for a lot less that THEY choose NOT to use! Without any regard to our input or approval!! We appreciate your assistance with this matter.

  

  Business response

  12/11/2023

  December 7, 2023
  
  Better Business Bureau of Metropolitan ******, Inc.                                                       
  
  
  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 reviewing Ms. ******** concerns, we reached out to discuss her stated issues. After some discussion, we agreed to reimburse ****************** for a portion of her out-of-pocket expenses, which she had paid to *************** ****** for the replacement of her engine.
  
  ****************** indicated she was completely satisfied with the resolution.
  
  Please do not hesitate to contact our office with any further questions. 
  
  Sincerely,
  
  *********************
  Sr. Manager, Client Services
  EFG Companies
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 4 star coverage with my 2016 GMC YUKON on May 23, 2023. I had a break down and contacted the warranty company on September 18, 2023. I was told that they would notify me shortly of a towing provider. A few hours went by with no contact from the warranty company and I opted to utilize my own roadside assistance. My vehicle was towed to a local transmission shop and a about an hour later a tow truck showed up that was sent from the warranty company. However I received no communication from them of such. On Thursday September 21st the warranty company's inspector went over my vehicle at the shop. I have contacted the warranty company multiple times checking on the status. Today Tuesday September 26th the transmission shop notified me that they contacted the warranty company however the adjuster they are working with was not available today. My vehicle has been at the shop for over a week with no communication from the warranty company. They have been dragging their feet on this incident and leaving me with a large expense for my rental car.

  

  Business response

  10/12/2023

  Better Business Bureau of Metropolitan ******, Inc.                                           
  
  October 12, 2023
  
  
  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 Mr. ********** BBB complaint, we reached out to him to discuss his stated issues.  EFG was able to contact ***************** and work with the shop to help expedite Mr. ********** claim.  EFG has also provided rental reimbursement to the customer for the covered repairs.
  
  ********************** has indicated that 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

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  bought a ****** in 2019 paid 699 to insure wheels and tires. went out for a ride roads were rough hit a pot hole and bolts on hub snapped off. ****** came off the rear tire and hub thank god i didnt go down. the chrome on rear wheel is flaked off .hat wheel is now discontinued. didnt have a chance to talk to mechanic until today. they told him wont be coverd so what did i pay for a bunch of b.s.

  

  Business response

  09/26/2023

  Better Business Bureau of Metropolitan ******, Inc.                                           
  
  September 26, 2023
  
  
  Regarding Consumer:
  *********************
  ********************************************
  *******, ** 56145
  
  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 was initially contacted by ****** Cycle Repair reporting damage to a wheel and tire caused by loose bolts, which would not be covered under Mr. ******* road hazard policy.  **************** explained in our recent discussion with him that when the bike was originally towed, he had not been able to speak to the repair shop to relate the fact that a road hazard had caused the damage.  As such, he disagreed with the denial that attributed the damage as being caused by loose bolts. Based on this new information as to cause of damage, EFG will cover the claim as road hazards are covered under his service contract and is sending **************** a reimbursement check for the covered repairs.   
  
  *************** has indicated that 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

  Customer response

  10/02/2023

  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. ↩