|Address:||122 W Carpenter Freeway, Irving, TX 75039|
|Working:||8AM–5PM 8AM–5PM 8AM–5PM 8AM–5PM 8AM–5PM Closed Closed|
On 5/10/13 I purchased a Deluxe Coverage Extended Warranty Contract from EFG through Carchex. I have exhausted all options to resolve this problem directly with them. I even sent a certified letter with return receipt to their president with no response. I opened a claim on 7/25/13 and was left without a car until 8/20/13 when I finally had to pay for the repairs myself on 8/15/13 because certain parts covered under my contract were denied due to “wear and tear”. I have spoken with Darrell and Monty (supervisors) and they have both shown true unprofessionalism and disrespect. To begin, I called multiple times in the first week requesting to speak to a manager but they seemed to always be busy or away from their desks. I left messages for them to call me back and never once did either of them call. My vehicle inspection was completed the morning of 7/29/13 and my mechanic had to contact the claims department the next day at 4pm because they still had not contacted them about an approval or denial for repairs. When I called, Darrell sarcastically claimed that my suspension would not be covered due to wear and tear and that the only way it would be covered is if there was a failure. I obtained copies of the inspection report where it clearly states failure of 4 upper arm control bushings and R/S lower control arm rear bushings. On 8/6/13, I asked Monty why the claim was being denied and why they won’t approve a re-inspection for the suspension and his response was that after a certain amount of mileage, the warranty just doesn’t cover the suspension because it’s understood to be normal wear and tear and all vehicles will eventually have to have the suspension repaired. Why would I be allowed to purchase a service contract that clearly covers this part if my reported mileage at the time of purchase did not qualify? Furthermore, if the mileage of my vehicle is the reason why the “wear and tear” clause is being used to deny my claim, why is the “limit” not on the service contract? He told me to read the contract and treated me as if I was a mindless person that didn’t know what I was talking about. I have thoroughly read my contract and wouldn’t be defending my rights if I didn’t know the facts. He further raised his voice, interrupted me and said that he wasn’t going to continue arguing with me and was going to hang up on me. He hung up the phone and made it clear that this needed to be resolved at a higher level. I spoke with a Carchex director by the name of Tom, who contacted EFG and got a re-inspection scheduled for my claim. After the inspection the suspension was denied again but since they couldn’t justify their first reason for denial, this time the excuse was because of a pre-existing condition. I had the 2nd inspection report emailed to me and discovered that EFG not only lied to the inspection service company by stating that I was only eligible for 1 month and 10 days when in fact I had been eligible for 1 month 26 days, that’s not counting the first month but that they also falsified the report itself. I have obtained the original report via an attorney with a court subpoena and it does not state pre-existing conditions and the report that EFG sent to me clearly does. It’s the only justification they could have and since the inspector didn’t report it because it’s not true, they took the liberty to write it in themselves. Another red flag was the two completely different formats for the first and second reports and the inspectors name was not on the second report. I tried contacting Tom for a full refund after realizing that this company’s only mission is to deny claims and got no response from him after leaving multiple voicemails. I have filed a lawsuit and am reporting this to warn others of this company’s foul practices. EFG’s company core vision and values are based on dependability, respect, integrity and excellence, none of which I have experienced since purchasing this service contract.
I am very upset at the deceptive practices from EFG. As with any other customer who purchases an extended warranty/contract with anyone they make their decision based on what is promised in the list of covered items… Attached is a copy of the inside(s) of your pamphlet that displays ALL parts/components covered under all levels of coverage and I chose the Platinum level in order to be protected for as much of the car as possible. Your warranty/contract DOES NOT state anywhere in it / on it that it includes the use from a previous owner as a part that I may be punished for if any of those parts go out and will be refused coverage. I purchased this warranty to be covered from my point of taking ownership until my warranty/contract term ends. As with time ANY vehicle will have parts to go out because the minute the wheels turn on a car that’s normal for any vehicle; however, a Customer is offered and given the option to purchase an extended warranty/contract to cover them for a certain number of miles and/or number of years so that if ANY of this happens, they will be covered for the repair less any deductible. It is my unsatisfied experience with EFG that you pick and choose which repairs you are willing to cover and which of those you choose to deny. I have had past repairs covered under the warranty that you paid and those too from normal wear and tear but from the previous owner. I have barely had the vehicle in my possession 2 years and it is barely driven so the repairs that have come to be needed is NOT from my use or neglect. They are simply failures that happened at an in-opportuned time and that is the reason I or anyone purchase an extended warranty/contract to be covered for these costly mishaps. EFG is contradicting itself and fraudulently promoting the purchase of its warranty to customers leading them to believe the components listed in the brochure are covered when in actual reality you attempt to put in the contract that it doesn’t cover any of this if its normal wear and tear. I don’t know of anyone who would or are capable of intentionally tearing or breaking any of these parts on their own so they can have them repaired and covered by a warranty/contract. Both repairs that were covered by EFG were due to normal wear and tear and it was time for these items to be replaced. If the normal wear and tear clause was to be honored, then ALL PARTS THAT BREAK ON A CAR is normal wear and tear in some sort of way as long as the vehicle is in use and NO part should be covered by any warranty/contract entity; and there is NO REASON a customer should be offered to purchase ANY extended warranty/contract because it is useless and will not cover ANYTHING. So basically EFG is and has ripped off a lot of customers with false promises of warranty/contract coverage on parts that are not actually covered. EFG is using a double edge sward to its customers by stating in one way they are covered but then in fine print you’re really not covered if you are driving/using the car basically.
Edit: So after posting the original review i got a call from Joe Williams literally within less than an hour after i posted the review. Let me say that i was surprised. After talking to Joe and explaining what was going on he started looking into everything. In the end everything gor sorted out. I was fully reimbursed for EVERYTHING and i even got both deductibles back. Not only was I happy that everything got sorted out but i was quite shocked at how serious they take customers . Clearly they care a lot about customer satisfaction. So i just wanna say thank you Joe for getting everything sorted. They are by far the worst warranty company i have ever dealt with. Its been over a month and my car has still not been fixed. The first 2 weeks the claim was put in the person who was in charge of the case pretty much dissapeared. I had to get her supervisor involved and even then that didnt help. Their vendor sent the wrong part. Mind you it took about 10 days for the first part to arrive only to be the wrong one. Then another 7 days for the right part to come in. The only plus was that i got them to extend the car rental days to 13 instead of 5 days. But even so ive been without a car for a remainder of the time. Then refused to extend the days even more even though it was their fault with the communication delay the first 2 weeks and then their vendors fault for sending the wrong part the first time. The supervisor whos now in charge of my case is little to no help. Shes essentially clueless about everything. Even the whole deductible is funky. Come to find out from the dealership that ill be owing them money. Isnt the whole point of a deductible to pay what the deductible is and thats it? If you read this EFG Companies and want to know the names of the so called supervisor im talking about then contact me and ill be more than gladly to give you guys her first and last name as well as the person who i dealt before her. Sincerly One furious customer
The very first repair was denied on our used vehicle because they claimed that it must have been that way when we bought it, even though it was 2 weeks after we bought it. It cost us $1700 to repair. Any other claims were paid, though slowly, but they were VERY VERY hard to get ahold of. In addition, when we finally decided not to put any more money into the vehicle, we traded it off and cancelled the contract, choosing not to transfer it (which saved them more in repair money). We had, by THEIR calculations 45% left, which we were supposed to receive as a refund, but they even refused THAT because they had paid out more in the last repaid than the contract cost, and there is no where that it says that that will happen, so we will now have to pursue it further. Check them out before you get their contract. September 14, 2017 I would like to thank EFG for making it right about the refund. There was an old contract copy sent to us when we bought it, and our copy had the old rule, which entitles us to a refund, and when it was brought to the attention of the customer service person in charge, he checked it out and has issued us a refund. I am grateful for his help and concern, and appreciate his attention. They made it right. Thanks, EFG.
I have to say that EFG companies has been the BEST warranty I have purchased. I have had numerous expensive issues with my vehicle and I have never had any issues in getting my service request approved. From previous experiences with other extended warranties were they have made the process difficult for the repair shop and myself, EFG companies is like night and day. Superb service and outstanding customer service. Next time I consider purchasing a vehicle the only warranty I would consider purchasing is EFG Companies. Thank you for living up to your promise.
I just want to start with a big thank you to efg on behalf of my father-in-law. My name is Jose and i Thanks efg but in special to Scott who helped me to solve the problem that my father-in-law had with his car I wrote I review before on there web page and the response was faster than What I thought, they did their best to solve the problem so once again I want to say thank you for lisetening and care about your coustumers and I will not hesitate to buy an extended warranty again on the future and I also will recommend it to my family and friends .
worst company ever. I cancelled my warranty because they was unable to provide me service and I paid $2,500 for their service also when I canceled the warranty they only refunded me $900 out of $2,500 for a year and a half that I have the vehicle the warranty was for 3yearsthey charge percentage what I feel is the biggest scam ever instead of charging me $69.44 a month they also charge a cancellation fee that they do not tell you about that is $75.their customer service representative also have poor customer service skills.
The agent at EFG that assisted me with my claims, Cole Bender, was extremely helpful and professional. He was able to assist me with 3 claims in 24 hour period and I was more than pleased with the outcome of the claims. The service I received from EFG was impeccable, from working with my agent to the manger asking about the services I received afterwards. I highly recommend this companies service to anyone in need of high quality and trustworthy assistance in auto insurance claims. Thank you Cole Bender and EFG!