Drew3774
Manville,#2Author of original report
Sat, April 19, 2014
I love reading the wonderful rebuttal by the Carchex people. Let's get back to the facts of the situation. 1) My car overheated. 2) The engine warning light failed to come on indicating the engine was overheating. This should have been covered under their warranty. 3) Coolant was leaking into the engine due to a faulty gasket. As I said before, I purchase the extra protection for the sealants and gaskets so this should have been covered under my policy. 4) My mechanic had already determined the cause of the leak, yet Carchex wanted him to completely break down the engine to make sure. My mechanic has worked with Carchex before and knows their scammer tactics, and this is just a way for them to screw you out of more money. A complete engine tear down costs $3000 minimum!! To have my mechanic do that just to have Carchex turn around and say that despite the fact their was a faulty gasket the car still overheated and we do not cover that, would have screwed me out of over $5000 for the total repair instead of the $978 that I spent. The car was 8 years old and there was no way I was going to soak another $5000 into it when it should have been covered by my self proclaimed wonderful extended auto warranty by CarChex and Alpha Warranty Services. I would sincerly urge any and all people to not waste your money on an extended auto warranty unless it comes straight from the dealership. Contrary to what Carchex says, it is a complete ripoff!
Alpha Warranty Services, Inc
Riverton,#3UPDATE Employee
Thu, March 20, 2014
We missed this complaint from before but wanted to respond to this customer’s concerns. We can't speak to anything regarding Carchex but would like to respond on behalf of Alpha Warranty Services. We regret hearing that he did not have a good experience. We would like to provide further light on the claim that was filed. On October 22, 2012, we received a call from the customer’s repair facility opening a claim. The repair facility stated that the customer had “coolant leaking in the engine and the engine is overheating.” His repair facility stated that they needed to perform further diagnosis before determining the cause and extent of damage.
Later that same day, the repair facility called back and stated that they, “had tested the coolant and found bubbles in the radiator.” Per the terms of the vehicle service contract, our claims adjuster told the repair facility to get the customer’s authorization to have the affected components torn down to the point of failure and then call us back with cause of damage and components that needed repair. The repair facility was also instructed that after it was torn down to “call us back to have a 3rd party inspector sent out to verify the failures.”
Unfortunately we never received a call back from the repair facility. The customer expressed their frustrations online but we never received a call from the repair facility to move forward with the next step in the claims process. After further investigation, we found that the customer’s repair facility had told the customer that the problem was likely caused by overheating so it wouldn’t be worth tearing the component down to the point of failure and inspecting. Overheating, which in this case was caused by continued operation of a vehicle with a known problem, was specifically excluded under the terms of their coverage. The customer agreed with the repair facility that it would not be worthwhile to complete the claims process based on the repair facility’s recommendation and completed the repairs on their own.
We regret this customer’s frustration but we hope this further explains the customer’s concern and the fact that we never actually completed the claims process at the customer’s discretion. We have been chosen as a top provider in our industry by numerous companies and work hard to keep our customers happy.