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Carchex.com Reports & Reviews (2)

- Houston, TX, USA • May 19, 2023
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Carchex sold me a vehicle services contract. And when we called in the claim, they told me that the car Starter repair wasn't covered, but when I called back the next day, Carchex said it was covered - but now Carchex refuses to pay my claim because they (Carchex) didn't "pre-authorize" the car Starter repair

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I purchased the Titanium Plan (highest level of coverage) for my vehicle on 12/17/2020 and paid $4411 in full at time of purchase. I made one claim on it in the summer of 2022 and the Carchex warrenty proposed to paid out less than half of the total cost of repair. I was having the car repaired at Midlothian BMW. Midlothian BMW stated Carchex wanted to use used parts and it would have been up to me to find the used parts and a shop that would repair my vehicle for the amount of the refund. Again , I had purchased the highest level of warrenty Carchex offered. At that time I requested a refund, in writing on 6/2/2022. Per the carchex contract: "We will refund the unearned AGREEMENT purchase price to YOU on a pro rata basis" To date this refund has not been paid. I have also requested the exact amount to be refunded and a date when the refund would be paid via multiple phone calls and online requestsl to customer service. To date I have none of the requested information. It has been extremely challenging to get hold of anyone in customer service and when I do get someone they have been unprofessional by yelling at me and hanging up. Furthermore, their customer service offers absolutley no solution for the issues I have brought up. From my experience everything involving this warrenty has been a complete hassle except for paying for the warrenty. If you call their customer service you'll get a recording stating their are extremely long wait times due to technical issues which is ironic because when the sales lines are called you'll get an answer within the first 2 rings. Even if you wait and are lucky enought to get someone in customer service they will not offer any help. To add, customer service does not respond to online request for assistance. As a result of my experience with Carchex, I feel like I've been scammed. I have recieved absolutly no benefit from this warrenty and have spent $4,411.00, significant time and energy trying to resolve this with no result. I am now considering disputing the original purchase price from my credit card company and obtaining an attorney for resolution. I find it very hard to believe they have A+ rating from the BBB.

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