ComplaintsforEnterprise Financial Group, Inc.

• 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. 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/23/2023 purchased from *********** ( ***************************************************************) and added an extended warranty administrated by EFG companies. Contract Number ************ .Policy was canceled on 07/18/2023 and acknowledged by the company. Since them Ive been waiting for a refund. I contacted the company multiple times and they always drop the call while im waiting or transfer to an ****************** I have been paying interest for something that should have been refunded already.

  

  Business response

  09/07/2023

  Better Business Bureau of Metropolitan ******, Inc.                                           
  
  September 7, 2023
  
  Regarding Consumer:
  ******************************************************
  ****************************** A2
  *******, ** 10704               
  
  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 on multiple occasions, leaving several messages.EFG was finally able to reach **************** on 9/7/2023 and were informed that *************** had been out of the country, so he could not respond. EFG has explained that *********** is the seller of the contract and is responsible for any customer refunds. EFG has confirmed that *********** issued a refund totaling $2,748.95 on 8/29/2023. EFG has provided a copy of the refund check to the customer.
  
  We believe this issue has been resolved to ****************** satisfaction.
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *******************************
  Sr.Manager, Client Services
  EFG Companies

• Initial Complaint

  07/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a MAP VSC when I purchased my 2015 **** used from a ****** Dealership. Purchased 3 star coverage. Had a breakdown, the parts seem to be covered under the contract. I take it to the repair shop, they interface with MAP and while most of the parts are covered, they aren't all completely covered. Understandable. I get a final bill of $1900, of which MAP will only cover $635. I contacted MAP for a detailed breakdown of their coverage, as I'm not sure why I'm still on the hook fore $1200. They won't release any documentation. The lovely agent on the phone tells me that MAP will only cover 2 hours of the total 8 hours of labor, but can't give me specific breakdowns. I was told there was no recourse. There was no one else to talk to about my concerns. It's the final decision and out of their hands. The discrepency in labor times, plus not all parts being covered leaves an enormous bill. What's the point of getting a warranty if the end costs that I'm expected to pay are nearly the same as the cost of the warranty itself? I expected more ownership on MAP's part. This is a ridiculous amount to be paid while having coverage. This is a shady practice.

  

  Business response

  08/04/2023

  
  Better Business Bureau of Metropolitan ******, Inc.                                           
  
  August 4, 2023
  
  
  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 him to discuss his stated issues on multiple occasions, leaving messages with no return call. Mullys Auto repair contacted EFG on 7/14/2023 reporting failed struts, sway bar links and front lower ball joints. EFG authorized the claim for the struts and sway bar links as they are covered components under the vehicle service contract.The ball joints are not covered components listed under the vehicle service contract, so we were unable to assist. The additional charges paid by the customer are related to the ball joint repair, which are not covered under the service contract.  
  
  EFG welcomes **************** to give us a call as we are more than willing to review the claim and resolve any issues while working within the parameters of the contract.
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *******************************
  Sr.Manager, Client Services
  EFG Companies

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted EFG back on May 4th, via email at: ************** requesting an additional refund check be sent to me for a rental car that I rented in December of 2022. (my vehicle was getting an engine install at the time) This refund check was to be for $410.00. *****, from EFG, emailed me back stating, "Thank you for this information, we will get the refund for the rest of the rental sent to you. The refund check will be for $410.00" I verified my address with "*****." (they had sent me a previous refund check a few months prior but had not sent the full amount that was due to me due to their error. They also mailed it to the incorrect address so that refund check was delayed in getting to me) ***I made a call on June 13th and spoke to a csr named "Beka" who stated that this 2nd refund check was ALSO mailed to the wrong address. I verified my home address once again and she said that she would make sure it would be mailed to me in a week. Today, 6/26/23, I spoke to a csr named "*****." She said she did not have any notations on my account about what occurred nor what "****" had said to me. She said she needed to escalate this to **************** and that they would call me back. I tried to explain to "*****" what occurred but she said she could not do anything other than send to upper management. I am frustrated as this $410.00 is owed to me and nothing seems to occur when I call in. I have tried to email "*****" back at ************** multiple times and have received no response. Today is June 26th, and I have still not received the refund check.

  Customer response

  07/07/2023

  I finally received my refund check in the mail. Please close this dispute. Thank you !!

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a car warranty plan for after your original complaint expires. The ** in my car stopped working. I had forgotten I had this service and decided to use it. So I contacted them they told me to find someone who can put a compressor in and have them call him. Mind you this is the first time Im using this warranty place. The place I was going to have it fixed said they wanted him to tell them what parts and the insurance company would mail them and they wanted him to carry a warranty on them. He said he cant do third party. I called a few other places and the dealer and the dealer said GL with that plus I ne er heard of this. Shipping parts so someone else can guarantee them. This is a scam.

  

  Business response

  06/28/2023

  Better Business Bureau of Metropolitan ******, Inc.                                                                   

  June 27, 2023
  
  
  Regarding Consumer:

  ***********************
  891 **************************************.
  ******,** 75901
  
  
  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 receipt of this complaint, EFG attempted on two different occasions to discuss claim details with ******************. On both occasions, ****************** indicated she was not willing to discuss anything and disconnected the call.
  
  ****************** indicated within her complaint that her desired resolution is a full refund for her *************** Contract. EFG can confirm that *************** Contract #*********** was canceled on June 27, 2023, per this request. A refund check in the amount of $2854.00 was mailed to Ms. ******** home address on June 27, 2023.
  
  We sincerely that hope ****************** finds this refund to be a satisfactory resolution.
  
  Please do not hesitate to contact our office with any further questions. 
  
  
  Sincerely,
  
  *********************
  Sr. Manager, Client Services
  EFG Companies

  
  

  Customer response

  06/29/2023

  I have reviewed the business response and accept this resolution. 
  

  Thank you!

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My transmission went out and Im out of town. The car is at the shop now and under warranty with them and they are dragging their feet about fixing it. Its been 2 weeks now and Im without a car. They are not forthcoming with me about what needs to be done. The adjuster came out last week and told the repair shop Aamco transmission in ******************* they would tell them what to do next and never did. I keep getting the run around. The warranty company # is *************. I desperately need help please. I paid $3995 upfront for the warranty. They need to let the shop know what to do! Im spending money by being stuck in Dc.

  Customer response

  06/15/2023

  The company has agreed to pay for the repairs. Thank you very much.

  

  Business response

  06/21/2023

  Better Business Bureau of Metropolitan ******, Inc.                                                       
  
  June 19, 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.
  
  EFG has reached out to **************** to discuss his stated issues. **************** was informed that his claim was authorized on Monday, June 19, 2023.
  
  **************** has indicated that he is completely satisfied with this resolution.
  
  Please do not hesitate to contact our office with any further questions. 
  Sincerely,
  
  *****************
  Client Services Auditor Adjuster
  EFG Companies

  Customer response

  06/22/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased this contract from a GMC dealership and was told they were the best for any electrical issues in a modern vehicle. The first electrical problem determined from a GMC dealership, and it was instantly denied. When I called and spoke to ***** about canceling, she would not help me and is trying to make me go to the dealership for a refund. She did not even try to find out the issue which tells me I have been scammed. I want a refund effective 24 January 2023. I have zero confidence I will hear anything from the F&I guy at the dealership who is complicit in the scam!

  

  Business response

  01/31/2023

  Contact Name and Title: *********************** VP Mktg
  Contact Phone: **********
  Contact Email: ******************
  Better Business Bureau of Metropolitan ******, ****
  
  January 31, 2023
  
  
  Regarding Consumer:
  *********************
  *******************************************************, ** 40121
  
  
  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 failures reported by the customer were initially reported as physical damage by the shop, which is excluded from coverage. After further investigation, we found that there was no outside influence causing physical damage. EFG has agreed to authorize the covered repairs needed.
  
  **************** 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
  
  See Attachment/File: ****** - case ********- BBB update.doc

  Customer response

  02/01/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  EFG made good on the claim and even waived the deductible. They even went above and beyond, and the customer relations agent gave me his personal number in case I have any other issues.

*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. ↩