Complaint Review: Direct Buy Auto Warranty - Metuchen New Jersey

 Let me first start off saying that I don't do any consumer reviews (hardly) at all! However my experience with this company, if you can even call it that, was so bad that it left a sour taste in my mouth.

DO NOT BUY A WARRANTY FROM THIS COMPANY. RESEARCH INTO OTHER COMPANIES AND MAKE SURE YOU ARE INFORMED BETTER.

I must admit I was uninformed and I should have researched this company more before forking over my money. But nevertheless here's my FACTS not "stories". (As they boldly told me over the phone.)

I called about May to get a warranty for my car, I own a 2004 BMW 330ci MANUAL. I explained all of this to the sales rep and I specifically told him my main issues since it was a USED car.

Me: My main concerns for gettting coverage is for my parking sensors, cd changer, the motor that works the roof, is that covered?

Sales: Yes of course this coverage is bumper to bumper

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I'm not stupid I know they say that but not necessarily true, I own a Mercedes as well and I have coverage with them through CARMAX (which I think is the best ever!) However I told them specifically and in the contract it does say that they cover "sensor, motor, AC, and the cd changer." Which was fine, then fast forward to now.

JULY 2013

I called their claims department and when I told them that there was something wrong with my CD changer and it was stuck and now its not working. The first thing the representative said was NO PROBLEM WE ARE GOING TO OPEN A CLAIM AND ORDER YOU A NEW CD CHANGER. I was told all I had to do was drop it off to a shop.

I dropped it off to the shop and lo and behold my mechanic called me back saying that they are not covering anything but just the valve gasket.

I called their 1 800 number and I kid you not the sales rep was so rude and unprofessional. Their claims department sucks.

The repair needed for my car was CD changer, a minor wiring for my parking sensor, AC rotator, and valve gasket. THEY WANTED TO COVER ONLY THE VALVE GASKET. The one thing that I wasn't even so concerned about which was why I got this warranty. When i told the sales rep what I was assured, he laughed and said no one NO ONE would ever pay that here. I said so the coverage says that they cover those components so why is it denied. The rep then proceeds to tell me that they were "specific" parts that they don't cover. So I pulled the contract and told the rep that the contract ALSO DOESN'T STATE THAT THEY DONT COVER THOSE COMPONENTS. So I asked him who makes the decisions when it came to those grey areas. He couldn't answer me then.

So I asked for a supervisor because at this point he keeps calling me a liar about everything that's been transpired so far. I advised him that I also work for a corporate and this is not how you should be treating customers. He scoffed and instead raised his voice to me and said that he can't help me any further. So when I asked for a supervisor he proceeds to tell me that there isn't one and that there was no one else I could talk to. I told him that a company that claims to be a corporate doesn't have a chain of command that doesnt make sense. He then proceeded to tell me (after being in a screaming match at this point for the last 15 mins) that HE IS A SUPERVISOR  and that he's telling me that he wont do anything for me.

So this whole time he was just an agent who couldn't answer me on who makes the decision for those grey areas and who can't do anything about exceptions and who can't give me a straight answer, then bam 30 mins later your telling me your the SUPERVISOR. It was just such a disgrace, this business is so dispicable.

TRUST ME DO NOT GIVE YOUR BUSINESS OR MONEY TO DIRECT BUY AUTO WARRANTY: they will scam you and con you of everything.

The claims representative/supervisor (apparently) was George Thompson aka the rude representative/supervisor. Then the kicker, I called back a few days later and the same guy, I know because I'm really good at voice recognition not to mention they used the EXACT SAME VERBAGE. Unless of course they go to training to be told to say the exact same things. This guy now claims his name is William Nelson. Really now? I was suppose to get a call back from supposedly someone above the food chain of George Thompson and I have yet to get any. I told him to go ahead and process a refund and he said that he will email me the process to do so and did you think I got it? NOPE. Instead I got a customer survey of how they did. WHAT THE HELL DO YOU EXPECT?

WORST AUTO WARRANTY COMPANY EVER! NOT EVEN BETTER BUSSINESS BUREU accredited (BBB)!!

Sincerely,

Pissed as f*ck!