Jason
Hunt Valley,#2REBUTTAL Owner of company
Mon, February 13, 2012
My name is Jason Goldsmith and I am the Co-Founder and CEO of CARCHEX. Its very disappointing to hear about the negative experience reported about CARCHEX on this site. Our brand promise is Customer Experience Above All and if this claim is accurate then we did not deliver on that promise. While your issue should have been addressed through our dedicated customer service department it appears for whatever reason it was not. I am a bit confused however why I am hearing about your complaint for the first time through this posting since my direct contact information is made easily accessible to each of our customers and potential customers for the exact purpose of being able to speak directly to me in order to help resolve any open issue or provide suggestions on how we can improve our customer experience. If you have an issue or complaint you or any of our customers can reach out to me directly at [email protected] or by phone at 1-877-CARCHEX Ext. 1449. I will respond to each issue in a timely manner.
Royal Administration determines its labor times by using nationally recognized labor guides to establish the hours afforded per repair. These are the same guides used by repair facilities to determine the amount of hours to charge. Usually these times line up perfectly. If the repair facility goes above and beyond the labor guides, they are typically overcharging for the repair. If you would please provide your contract number, I would be more than happy to review the repair and what Royal has paid for the repair. It also sounds like you may not have gotten the repair approved prior to the vehicle being fixed which is very clear in the contract and very clearly communicated at time of contract purchase. Either way this sounds like something I can help you with and am happy to do so if you provide your contract number in this forum or contact me directly.
My goal with this post is first and foremost to resolve your issue and secondly to remind any CARCHEX customer that you have another outlet to resolve any dissatisfaction you may have with CARCHEX. You can always contact me and I promise to do everything I can to help you reach a satisfactory resolution to your issue and deliver on our brand promise. If I dont keep that promise you can always let everyone know by posting your experience on this site.
Sadly most people dont take the time to post online about the positive experiences they have with a company but fortunately for us many of our customers have. I would ask you to check some of these testimonials located at http://www.carchex.com/about-us/warranty-testimonials where real customers have thoughtfully taken the time to send us videos about their excellent experience with CARCHEX and theyre certainly not the only ones who think CARCHEX lives up to its brand promise. As of today we have almost 33,000 Fans/Likes on Facebook. Thats more fans then all of our competition combined. Lastly as you educate yourself about vehicle service contracts you may want to check out our site dedicated to exposing the real scams to look out for in this industry at http://www.carchexscamalerts.com.
Im sure some people will continue to use this type of forum to anonymously bash CARCHEX but I hope that most people who read this will contact me directly to actually receive a fair resolution to an issue they may have had and engage in a dialogue.
Thank you for reading my post and again please contact me with any questions, comments or issues at [email protected] or 1-877-CARCHEX Ext. 1449.