ComplaintsforEnterprise Financial Group, Inc.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am the victim of an intentionally deceptive and malicious ruse. On Oct 22 I received a postcard marked "vehicle alert notice" printed with my car registration number falsely claiming that my warranty had expired. I was tricked into giving both my credit card and debit card numbers to the representative who claimed to be from my dealer Hyundai. They falsely claimed that my credit card did not go through, so I naively gave them my debit card number as well. But when I called Hyundai they said this had nothing to do with them and in fact my warranty had not expired and I realized that I had been scammed. I stopped payment to both cards but they had already taken money out of my bank account with the debit card number and attempted to charge my credit card number. I called back that same day and the representative said that after I received the so-called contract (actually a deception), I could cancel the policy within 30 days and get my deposit of $295 refunded. But of course, as this is a scam, I did not receive the so-called contract in a timely fashion, was not able to reach anybody, forced to spend hours on the phone talking to multiple people in multiple states and countries at multiple phone numbers. The emails are from Mepco in Chicago, the so-called contract is from Enterprise Financial Group. They obviously were running out the clock and had no intention of returning my deposit as promised. This is a sophisticated scam that preys on senior citizens. It's based on lies, falsehoods, disinformation, and misrepresentations. I would like help retrieving the $295 they stole from me. I filed a complaint with BBB against Mepco, but they deny anything to do with it and said to contact EFG, which I have already several times to no avail, so I am filing this claim against them. *** phone is XXX-XXX-XXXX, address P.O. Box XXXXXX, Irving, TXXXXXX; policy is from Warranty Protection Services, *** **** St *** Floor, Newport Beach CA XXXXX

  

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2021/12/14) */ Contact Name and Title: Lauri ******, VP Mktg Contact Phone: XXX-XXX-XXXX Contact Email: *******@efgusa.com Better Business Bureau of North Central Texas December 14, 2021 Regarding Consumer: ******** *** PO Box *** Williamsburg, MA XXXXX BBB Case #XXXXXXXX To Whom It May Concern: We (Enterprise Financial Group) are responding as the Administrator/Obligor of this contract, as listed under "definitions" in the service contract. After researching this complaint, we have reached out to Ms. *** to discuss the details of her purchase transaction. After a brief discussion, and further investigation of the complaint, EFG has worked with the seller of the contract, Vehicle Protection Specialists (referred to in Ms. ***'s letter as Warranty Protection Services), to flat cancel the policy with a full refund. Ms. *** has indicated she was completely satisfied with this resolution. Please do not hesitate to contact our office with any further questions. Sincerely, Chris ********** Client Support Manager / Claims EFG Companies

• Initial Complaint

  11/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I helped my daughter buy a 2009 Mazda 6 in August from a large dealership in Austin. I purchased a warranty that is supposed to cover the powertrain with $100 deductible per occurrence. In early November, she drove the car to Ohio from Austin, and when she got there, her check engine light came on. So, she took the car to a small repair shop where they ran the diagnostic tests and determined that it needed new spark plugs. Since it was an easy and inexpensive repair, we went ahead and paid for it. The next day, she started the car and heard a horrible knocking sound, so she returned it to the same repair shop. They said they couldn't do the repair and told her to take it to the Mazda dealership about 20 miles away. That is where her car has been for 19 days now, and EFG has still not even told us whether they will honor the warranty. I and the dealership have been calling almost daily, and EFG keeps telling us that "they will have an answer by whatever day or as soon as they hear from the shop, adjuster, somebody's boss, etc... In the meantime, we have already spent over $1,500 in lodging because they keep telling us they'll have an answer soon. My daughter has already been out of work for 3 weeks, and she may lose her job as a result of EFGs prolonged effort to stall the repair. Furthermore, if her car doesn't get fixed, she will not be able to work to actually pay it off. This is catastrophic for her. EFG is trying to avoid payment by saying the car was low on oil. However, we checked the oil and tires before she left, and it was fine. The first repair shop did not say anything about low oil either time she was there. There was never a warning light indicating low oil or pressure. We bought this warranty hoping that in the end we would have wasted the money never having to use it. Instead, we seem to have wasted $1,500 PLUS another $1500 in lodging, $1,400 in lost wages, and possibly thousands more to replace the engine.

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/11/30) */ Contact Name and Title: Lauri ******, VP Mktg Contact Phone: XXX-XXX-XXXX Contact Email: *******@efgusa.com Better Business Bureau of North Central Texas November 29, 2021 Regarding Consumer: ***** ******** **** ******** Dr Austin, TX XXXXX BBB Case #XXXXXXXX To Whom It May Concern: We (Enterprise Financial Group) are responding as the Administrator/Obligor of this contract, as listed under "definitions" in the service contract. After researching this complaint, we have reached out to Mrs. ******** to discuss the details of her claim. After a brief discussion, and further investigation of the claim, EFG has agreed to expedite the claim and assist with lodging expenses caused by the delay. Mrs. ******** has indicated she was completely satisfied with this resolution. Please do not hesitate to contact our office with any further questions. Sincerely, Chris ********** Client Support Manager / Claims EFG Companies

• Initial Complaint

  11/09/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  EFG companies may refuse to withhold their end of the contract stating my oil leak may be older than 400 miles. I just found it yesterday night. They stated if the oil leak is older than 400 miles EFG will refuse to fix it. I am seeking that they repair or I want a full refund for my warranty coverage as it's within 30 days

  

  Business response

  12/29/2021

  Business Response /* (1000, 5, 2021/11/11) */ Contact Name and Title: Lauri L*****, VP Mktg Contact Phone: 9724458341 Contact Email: ll*****@efgusa.com Better Business Bureau of Metropolitan Dallas, Inc. November 11, 2021 Regarding Consumer: ******* ******* ******************************* XXXXX Re: BBB Case #XXXXXXXX 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 researching this complaint, we have reached out to Mr. ******* to discuss details related to his claim. After an investigation, EFG has found that Mr. ******* had been informed about the current failure previous to purchasing the EFG service contract. Mr. ******* was informed on 7/10/2021 that there was an oil leak that needed to be diagnosed after a complementary multipoint inspection was performed by O'Meara Volkswagen. The contract was purchased on 10/28/2021 which would make the current failure a preexisting condition to the eligibility of the contract. EFG has agreed to a full refund with the cancellation of the contract, which Mr. ******* indicated he was completely satisfied with. This issue has been resolved to Mr. *******'s satisfaction. Please do not hesitate to contact our office with any further questions. Sincerely, Chris P********* Client Support Manager / Claims EFG Companies Consumer Response /* (2000, 7, 2021/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the response from the buisness. I most likely forgot that the VW dealership informed me about the oil leak. But as stated in the buisness response VW did inform me that it needed to be diagnosed but again I most likely forgot as it didn't start to manifest in the form of drops until a few days ago. I accept the refund and the cancellation from EFG companies.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased the extended warranty when I bought my vehicle. The engine started having issues. Took it to an authorized dealer to repair the issue on July 16th. I was told that if I could even find a vehicle to rent, they would only cover 5 days of rental, but only after they determined that it was for sure a covered issue. According to the dealer they were told to tear apart the engine to find the problem. I called a week later and dealer said they were told to hold off tearing it apart and that EFG wanted to do a phone call to listen to the problem. After the phone call, dealer told to tear it apart. Finally found a stuck valve. 1st and 2nd replacement engines they sent were cracked, 3rd was seized, finally the 4th one was good. This process took 11 weeks before getting our vehicle back. It took a full month before they determined it was a covered issue and would cover a 5 day rental. Almost 3 months without a vehicle in all.

  

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/10/20) */ Contact Name and Title: ***** ******, VP Mktg Contact Phone: XXXXXXXXXX Contact Email: *******@efgusa.com Better Business Bureau of Metropolitan Dallas, Inc. October 19, 2021 Regarding Consumer: Bethany ********** *** Lee Rd 2037 ****** AL XXXXX Re: BBB Case #XXXXXXXX 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 researching this complaint, we have reached out to Mrs. ********** to discuss details related to her claim. After a brief discussion, EFG has agreed to assist the customer with reimbursement of alternate transportation due to the delay in the claim, which Mrs. ********** indicated she was completely satisfied with. This issue has been resolved to Mrs. ************* satisfaction. Please do not hesitate to contact our office with any further questions. Sincerely, Chris ********** Client Support Manager / Claims EFG Companies

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a motorcycle from WOW motorcycles with gap insurance purchased from EFG companies and unfortunately I hit a deer with the bike and the insurance totaled the bike out and they paid their part but when it came to EFG paying their part from the gap insurance I purchased on the contract they declined my claim all together. So EFG said they will not pay anything on my claim even though I paid for their service in my contract with WOW motorcycles in Marietta ga.

  

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/09/28) */ Contact Name and Title: Lauri ******, VP Mktg Contact Phone: XXX-XXX-XXXX Contact Email: *******@efgusa.com Better Business Bureau of Metropolitan Dallas, Inc. September 28, 2021 Regarding Consumer: *********** ***** **** * *** * Whitesburg, GA XXXXX Re: BBB Case #XXXXXXXX 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 researching this complaint, we have reached out to Mr. ***** to discuss details related to his claim and the contract stipulations. EFG has explained that the GAP contract allows coverage for up to 125% of the NADA value upon the purchase of the vehicle. It appears that Mr. *****'s loan amount was over 170% of the NADA value upon the purchase of the vehicle, leaving a portion of the loan exposed in the case of a total loss. Mr. ***** has been given a refund of the policy for a total of $543.79, which Mr. ***** has indicated he is completely satisfied with. This issue has been resolved to Mr. *****'s satisfaction. Please do not hesitate to contact our office with any further questions. Sincerely, Chris ********** Client Support Manager / Claims EFG Companies

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Filed of claim to assist with my leaking water heater on 09/04/21 - Claim number for the water heater issue is EFGXXXX-X. - Insurance company has not been successful with finding a plumbing company to fix my water heater. Two plumbing companies refuse to work with EFG and the third is still pending a price sheet from EFG. My entire description wouldn't fit in this information box so it has been uploaded.

  

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/09/23) */ Contact Name and Title: Lauri ******, VP Mktg Contact Phone: XXXXXXXXXX Contact Email: *******@efgusa.com Better Business Bureau of Metropolitan Dallas, Inc. September 23, 2021 Regarding Consumer: ****** ********* **** ****** Ct Las Vegas, NV XXXXX Re: BBB Case #XXXXXXXX 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 researching this complaint, we have reached out to Mrs. ********* to discuss details related to her claim. After a brief discussion, EFG has agreed to expedite Mrs. *********'s claim. Boss Plumbing was able to replace the covered component, which Mrs. ********* indicated she was completely satisfied with. This issue has been resolved to Mrs. *********'s satisfaction. Please do not hesitate to contact our office with any further questions. Sincerely, Chris ********** Client Support Manager / Claims EFG Companies

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have extended coverage from EFG my truck started making a weird rattling and ticking noise. I took my truck to **** to have them diagnose what is wrong. The **** master mechanic said it was my cam phasers and he recommended they be replaced before further issues arise. **** then contacted EFG and EFG wanted to do there own investigation. They hired a professional to go inspect my truck at ****. EFGs professional wrote up a report recommending the cam phasers be replaced. EFG is now refusing to do any repairs. The lady I spoke with on the phone admitted she is not a professional mechanic and still continues to tell me the professionals are wrong. She even told me the professional she sent was a third party and there opinion doesn't matter. They are refusing to fix anything and told me I need to pay **** to fix the problem.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  09/07/2021 contact them 3 weeks ago to repair a car spoke with several people who told me they would be paying 3,300 and then they were going to cancel my auto warranty. I said okay, they also told the Honda dealership the same exact information on August 23rd, 2021. The Honda dealer proceeded with the repair and called for payment today and they changed and said they were only going to pay 2793.61......I tried to call and get the dealership and the warranty company on the phone and Robert at the warranty company said "NO" i can't talk to him, he has to talk to someone else. I want the difference of 506.39 refunded to me, since 4 people stated they would pay 3,300

  

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/09/17) */ Contact Name and Title: ***** ******, VP Mktg Contact Phone: XXX-XXX-XXXX Contact Email: *******@efgusa.com Better Business Bureau of Metropolitan Dallas, Inc. September 17, 2021 Regarding Consumer: ****** **** 608 Martha Sue Drive Lawrenceville, GA. XXXXX Re: BBB Case #XXXXXXXX To Whom It May Concern: This letter is sent on behalf of Enterprise Financial Group, Inc. ("EFG") as the Administrator of the referenced Contract. We have spoken to Ms. **** to discuss the details of her claim. We explained to Ms. **** that EFG originally authorized a total claim payment up to the contract's limit of liability based on the invoice that was quoted to our adjuster by the repair shop. Following that quote, the repair shop, without notifying EFG, changed the original amount by discounting the invoice. Having spoken to the repair shop to understand the difference in their original invoice quote to us and their subsequent invoice change, we agreed to allow and pay up to the contract's limit of liability, in addition to covering CARFAX and an inspection fees. Ms. **** indicated that she was satisfied with this resolution. Please do not hesitate to contact our office with any further questions. Sincerely, Scott Knapp Sr. Manager, Client Services EFG Companies Consumer Response /* (2000, 7, 2021/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a call and they have taken care of everything. thanks

*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. ↩