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CARCHEX
- Automotive
- Cockeysville, MD
About this business
Location details
118 Shawan Rd suite 210, Ste 210, Cockeysville, MD, 21030, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 9:00 a.m. to 9:00 p.m. | |
| Tue | 9:00 a.m. to 9:00 p.m. | |
| Wed | 9:00 a.m. to 9:00 p.m. | |
| Thu | 9:00 a.m. to 9:00 p.m. | |
| Fri | 9:00 a.m. to 9:00 p.m. | |
| Sat | Closed | |
| Sun | Closed |
I contacted Carchex for an extended warranty on my 2010 Buick Enclave I purchased less then a year ago. I was promised all sorts of things. Told me there was a 30 day wait period to file any claim. Said I needed service records. I got the Centennial Plan. Was supposed to cover all major components....engine,transmission,timing belt/chain,water pump,electrical....ect...I planned a trip to Arizona a month and a half prior to getting plan with Carchex. After I got extended warranty, my auto start quit working. So, long story sh... read more
Business response:
Thank you for your review. We understand your frustration with having your claim denied in accordance with the terms and conditions of your vehicle service contract. However, the claim was denied in accordance with the coverage and we will address your concerns accordingly. According to our records, you purchased the 5 Year 100,000 mile Royal Centennial Silver level of protection on 1/7/2019. Our vehicle protection specialist detailed the coverage groups of the protection. Due to concerns about the cost, a sales manager spo... read more
I cannot believe that BBB gives this company an A+ rating with all the negative reviews. I am going to add my horror story. I bought a warranty for an F-350 on Dec 09, 2016. It was a 5 year/50,000 mile Titanium warranty. $4,461.00. By mid-April 2017, I had had a claim denied. It was appealed. It was denied for a second. time. Carchex claims that it has NOTHING to do with the claims/appeal process. ***************************** decides whether the claim approved or not. They claim to have no part of the decision process. I st... read more
Business response:
Thank you for your review. We will have a representative reach out to you today to assist you with cancellation of your coverage. To address your concerns, all of our calls are recorded. According to our records, the last call we received from your phone numbers on file was from 8/3/2017 at 3:45PM ET. You were transferred to our Customer Loyalty Team to cancel the coverage and had to leave a voicemail. Our staff made multiple outbound calls to you from 8/4/2017 - 8/17/2017 but your voicemail was not set up and we were unabl... read more
Carchex is a big ripoff. They have so many exclusions that its unlikely that they would accept a claim. No wonder they allow you to cancel the contract at any time. Chances are you would do just that after the first time they deny your claim. I had to pay for diagnosis and teardown before they will accept a claim, and that claim has to find a "totally failed covered part" before any part of the claim will be accepted. I had an intermittent valve lifter which they denied because it didnt fail WHILE DISASSEMBLED AND TORN DOWN.... read more
Business response:
Thank you for review. We appreciate you speaking with us regarding your claims denial. We understand your frustration with our contract administrator's phone issues and your claims denial. For the phone issues, we understand the repair shop experienced long hold times due to the administrator's staffing and phone technical issues. We have expressed this frustration multiple times to the administrator and been assured that the administrator is doing everything possible to resolve these issues. They are currently adding addit... read more
I called 3 companies for a quote including Carchex. When talking to them on the phone they spent half the call describing how terrible the other two companies were. I explained I was only interested in the quote, and they finally offered that info. Then when I told them I was not interested, they basically began badgering me for even thinking about going with the other companies. They even brought on a manager who talked to me like I was an idiot. Terrible experience, I cant imagine how anyone would go with them after that.
Business response:
Thank you for your review. CARCHEX takes pride in providing a great customer experience for our customers. We are sorry you had a bad experience. We are reviewing your call with our staff and will address your concerns right away. If there is anything we can do to make up for this experience, please give us a call at (877)227-2439 Ext. 6000. Best, CARCHEX Management Team
Terrible , I purchased the extended warranty about 5 month ago and I yesterday I took my care to the dealer and tried to reach CARCHEX....terrible unable to reach the claims department on the phone ....the whole entire day the phone lines are busy .....its my second day trying to reach the claims phone....the worst experience ever. Very unprofessional and totally unreliable. I will look deep into the contract and cancel them. My humble opinion please do not be fooled like me by the perfectly convincing sells persons. IF I CA... read more
Business response:
Thank you for review. We apologize on behalf of our contract administrator for the long hold times. In addition to bad weather impacting their staffing, the administrator was experience technical issues with their phone systems. We have been reassured by the administrator they issues are being resolved with additional staffing and hardware replacement. Based on your review, CARCHEX escalated the issue to the claims administrator immediately and asked the adjuster to call your repair shop. The adjuster spoke with Tony at you... read more
Horrible!!!! Horrible!!! I've made downpayment and monthly payments..took my vehicle to shop..dealership has been on hold 1 hour the first go around 45 minutes the second go around to be place on Hold again.After holding was told to email A Picture of the diagnostic for this company to not even respond another 6 days.. Finally Dealership calls again and this company says email them A Copy of my Lic. Plate That Has NOTHING to do with the Diagnosis, for them to Not Answer again dealership is disgusted..and me A Veteran of the ... read more
Business response:
Thank you for your review. We are happy to report your claim was approved and paid to your repair shop. We apologize on behalf of our contract administrator for the frustration caused by their phone issues. The administrator has assured us they are working to add additional staff and fix their issues to prevent this type of issue from occurring again. If you have any questions, please give us a call at (877)227-2439 Ext. 6002. Best, CARCHEX Customer Service
This company Stinks, I bought it now I am trying to get a claim taken care of and they just put us on hold. Was on hold for over 3 hours myself and my service rep. Finally today I found a different # they had all these excuses as why they cannot answer. BUYERS BEWARE OF THIS COMPANY!
Business response:
Thank you for your review. We apologize for your claims experience with your claims administrator. We are aware that the contract administrator who handles claims for your vehicle is having major phone system issues. The Contract Administrator has assured us they are doing everything possible to address their phone issues. The administrator will be completing a phone upgrade to their phone system and replacing hardware over the weekend of 2/15/19. They have also brought in more staff with additional adjusters starting Monday... read more
I think Carchex and ******************** are a scam. I had trouble with my air condition compressor and had it in the shop for 4 days because they kept sending faulty compressors. after the 3rd compressor they finally got it right. They only reimbursed me for 1 days rental car when I had the rental for 4 days as per Carchex warranty agreement. I 'm having trouble contacting them now . They wont answer the phone. Stay away from these scammers. Don't let Aleesha R*** trick you into buying a warranty policy. You'll regret it.
Business response:
Thank you for your review. CARCHEX is a retailer who sells Vehicle Service Contracts through the industry's leading Contract Administrators. CARCHEX does not approve or deny claims. However, anytime one of our Contract Administrators is not living up to our CARCHEX brand promise of 'Customer Experience Above All' we want to know so we can help resolve any issues for our customers and address the issues with our administrators. We have reviewed your claims with the administrator and are happy to address them in this review. ... read more
Their sales is rude. When they know I am going to make a purchase right away but need one day to think, the guy kept saying I don't understand this I don't understand that. Not professional at all. I can't imagine how their customer service would be like if Sales is already so rude. Better stay away. I guess.
Business response:
Thank you for your review. We apologize for your recent experience with our sales team. We would love to speak with you and help address these concerns with our staff. Unfortunately, we cannot locate your account with the limited information provided. If you could please call our Customer Service Team at (877)227-2439 Ext. 6002 or email us at customerservice@carchex.com and mention this review, we would appreciate your feedback to ensure our staff are providing outstanding customer experiences. Best, Jason N. CARCHEX Dire... read more
Frequently asked questions about CARCHEX
How is CARCHEX rated?
CARCHEX has a 3.2 star rating with 799 reviews.
When is CARCHEX open?
CARCHEX is closed now. It will open at 9:00 a.m.