Complaint Review: carchex - hunt valley Maryland

First of all, please get info correct..I was going back and forth with your sales people and Mepco for two days at least..I was instructed that meco didn't want to use the" original Jaguar" part as you keep saying, that mepco had found a cheaper part for 400 dollars..and the jaguar rack was 1900. and also their was two things that needed to be repaired the upper arm and the boots, so your probably quoting the total for those included. It was also expressed to me that you guys didn't want to pay the fee for the refurbished part to be shipped to the dealership..Please don't make it seem like this process was done in minutes to make your customer service sound adequate. I know and the 3 sales people I spoke to at CARCHEX know how frustrating this has been. If you checked like you're portraying you have, you would see I spoke to the orig. guy who sold me the contract, then he passed me along to someone else, then I spoke to someone named Spencer who took the time at least to explain things to me..Again, I wouldn't recommend this warranty company to anyone for this reason: You come back with a rebuttal but still misleading readers with what actually happened in my situation. Instead of just leading with your closing..Please call me with any problems and I will find you a dealership..That was the only thing that sounded like Customer Service that Carchex Harps on.

Mrs. Cockrill, I am genuinely sorry that your vehicle is not repaired yet; however, an approval was given to your jaguar dealership to perform the repair immediately. Further, the experience with your claim could not have been more hassle free. The claim was initially called in to Enterprise Financial Group on 07/05/2012 at 3:37pm Eastern. At this time parts and labor were discussed. The shop advised that they would need to speak with you first and would call back to continue. At 4:03pm Eastern the claim was approved. So you can see, everything was called in and approved within 26 minutes. I am not sure what happened in the dialogue between you and the shop for that 26 minutes, but I do know that your administrator, Enterprise Financial Group, approved an original jaguar part, and could not have gone faster than instantly approving your claim.
 
It was your sole decision to move the vehicle to a different shop, after feeling the jaguar dealership was unwilling to make the repair, and Pep Boys would seem to be the place you felt comfortable going. CARCHEX had no influence, whatsoever, in telling you where to take your vehicle.

Again I apologize that youre in a frustrating situation but if you contact me directly I will personally walk you through the rest of this claim, and make sure the remainder of your experience is, again, hassle free. I would also be happy to personally find you a jaguar dealer or specialist in your area that you can be comfortable with.

Thanks
Brian Delman

I must say in response to this rebuttal, My car hasn't been repaired so I am not happy or feellike i'm winning as you put it. I am going to Pep Boys to have my car looked at because I'm sure your company would most likely pay for the service to get done there. I feel your company is all about taking money and making money. The hassell free claim your company makes is a farce. I am curious to see how this adventure with Pep boys turns out. Its a shame I have a Jaguar. a luxury vehicle and have to resort to a pep boys. I wonder what will happen if my engine fails. will you guys suggest Walmart. I still wouldn't recommend this warranty company to anyone. One big headache.

My name is Brian Delman and I am the Customer Support Manager for CARCHEX. First I would like to thank you for the opportunity to reply. It saddens me to see that a client of CARCHEX is unhappy with the services we provide. At all times we live by our brand promise of customer experience above all.

At CARCHEX, our goal is to always sell the highest level of coverage at a competitive price, and that was done in this situation. The transparency of our company should never be in question as we provide a copy of the contract, and allow our customers as much time as they need to review our contracts and coverage before they make the decision to purchase.

The vehicle in question on the above post is a 2004 Jaguar S-Type. Her Vehicle Protection Specialist did in fact advise that the vehicle can be repaired at any dealership or certified mechanic, which is 100% correct. After conferring with the administrator of the policy, the issue appears to be the lack of good communication between the repair facility and the customer. The issue with the vehicle was the power steering rack. The issue mentioned in the above post was that the dealer was authorized to use a knock off part. This is not the case. The administrator of the policy, Enterprise Financial Group did in fact authorize a Jaguar manufacturers part. Not only was this a manufacturers part used in this repair, but the part it self came with its own 12 month/12,000 mile parts and labor warranty.

As you can see the statement they nickel and dime you to go to a cheaper place that takes knockoff parts is absolutely incorrect. I would also like to point out that in a phone call, with a CARCHEX Vehicle Protection Specialist, the customer advised that she did not trust the shop and it was her decision to remove the vehicle and find a different repair facility. The claim was originally approved at the Jaguar dealership with an original Jaguar part for $1875.

I would say the customer is winning in this situation as only $702 has been paid into the new contract and, again, $1875 was already approved to be paid out. Once repaired, the customer should have a piece of mind that her vehicle was correctly repaired, with a Jaguar part and the customer should have confidence in its condition.

Thank you for taking the time to read this update. As always, if you have a concern or you feel the administrators we offer are not living up to the terms of the contract, you can always contact our CEO directly. Jason Goldsmith at [email protected]

Thank you