Carchex seem to be string me along because I submitted documents several times & I was told to submit documents to the wrong address, I have submitted documents several times and takes 24 hours or mor... See more
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The only thing I don’t like is I have to pay for my rental vehicle than submit it to CarChex for reimbursement that could be up to 30 days, with the prices of items going through the roof and on a fi... See more
Carchex was fantastic! I was having difficulties with information between my mechanic and the warranty company purchased through Carchex. I ended up speaking with a manager, Kent at Carchex. He went a... See more
Company replied
Website is absolutely worthless every link you click on is dead or a 404 error, the bbb link, the customer service link, the contact is form errors out. Can’t update your credit card info online and... See more
Company details
Information provided by various external sources
CARCHEX is one of the largest providers of Extended Vehicle Protection and has been protecting customers since 1999. We work with the top administrators in the industry to provide the Highest level of coverage at the Lowest possible price for Auto Warranties. CARCHEX is Accredited with an A+ Rating by the Better Business Bureau and endorsed by industry expert Pat Goss from TV's MotorWeek. We are also the recommended partner of consumer protection companies such as CARFAX and CarBuyingTips.com & many others.
Contact info
118 Shawan Road, Suite 210, 21030, Baltimore
- 877-CARCHEX
- carchex.com
2.4
Poor
2K reviews
Hasn’t replied to negative reviews
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Since I just got the service and…
Since I just got the service and haven’t used it, how can I rate it? I will say, that I was told that I would quickly receive and email detailing my policy and I still haven’t received it. So hopefully it’s great, re-ask in two years and we’ll talk.
20 October 2020
Very helpful and trustworthy company
Very helpful and trustworthy company! I definitely recommend!
19 October 2020
Im so happy with my new bumper to…
Im so happy with my new bumper to bumper warranty it took me 10 min to purchase and now my investment is covered.....
19 October 2020
Non-covered Part
I bought what I thought was an exceptional extended Warranty through Carchex. I had a $600.00 part inside the engine that is not covered because it was not a listed part. On the other hand neither was listed in 'what's not covered". I spoke to their third party administrator to no avail, then her supervisor. I then called Carchex and their customer service was of no help. If this one part had failed I would probably have to replace the whole engine. Of course that would be so much more costly than the one part! Be very careful. I think Carchex is somewhat of a scam. Customer service is not their priority.
13 October 2020
Unprompted review
Reply from CARCHEX
Thank you for your review. We understand the frustration of having a denied claim and apologize for any frustration with your coverage.
According to our records, a Silver level inclusionary (listed part ) coverage was purchased on 9/12/2019 for your 2014 BMXW X5. This coverage covers the following systems: Engine, Transmission, Drive Axle, Transfer Case, Turbo/Supercharger, Electrical, Air Conditioning , Cooling System, and Fuel Delivery systems. The contract lists each individual component eligible for coverage within each group.
The claims administrator reported a claim was called in for an Oil Temperature Sensor which is simply not a listed component. The administrator called you and explained the denial and you were sent over to a supervisor to ensure the claim was handled correctly.
CARCHEX then received a call from you. Our staff went through the contract with your, attempting to to review the components listed for coverage and reviewing the exclusions with you. As explained by your contract administrator and our CARCHEX staff, this was simply not a listed component in your coverage.
If you have any further questions or concerns about this matter, please give us a call at (877)227-2439 Ext. 6001 to speak with our Customer Loyalty Team.
Best,
CARCHEX Customer Service Team
very pleasant experience..no pressure…
very pleasant experience..no pressure and explanation of available plans was very good... I will recommend to friends and family
9 October 2020
I purchased this warranty but yet they…
I purchased this warranty but yet they choose to not cover anything. 2nd time i had issues with Carchex. Never again
6 October 2020
Unprompted review
Reply from CARCHEX
Thank you for your review. We apologize for any frustration with your coverage. Based on your review, we asked for the claims details from your contract administrator to see how we could help.
Based on the claims notes, a repair was called in for the right front CV axle 41 days from purchase. Due to the standard 30 day and 1000 mile validation period, your contract was active 11 days at the time of claim.
A third party inspector was sent to verify the failure. The inspector reported and provided multiple photos showing the CV boot was torn and no longer clamped to the joint. All of the grease was no longer present inside the boot. The inspector wrote that based on the joint inside of te CV boot being dry, and signs grease all around the exterior of the CV boot it appeared the CV boot was a long term failure with continued operation.
Based on the inspection report and 11 days active, the claims administrator denied this claim as a long term failure and pre-existing to the contract being active.
If you have any questions about this claim, please give us a call at (877)227-2439 Ext. 6001.
Best,
CARCHEX Customer Service Team
terrible...
3 October 2020
Unprompted review
Reply from CARCHEX
Thank you for your review. According to our records, you purchased our CARCHEX Care Titanium plan. which is our highest level of coverage. Based on your review, we checked on the claim for your transmission.
The claims administrator reported the claim was never denied. The claim was waiting on your repair shop to complete teardown to the point of failure. On 1/29/2020, the repair shop advised the administrator you had taken the vehicle out of the shop so the claim was administratively closed.
CARCHEX received a call from you on 1/16/2020 to request cancellation of the coverage and we did advise the claim was open and waiting for teardown to be completed.. We apologize for any frustration with this process but the claim was proceeding at the time of cancellation. A pro-rated refund was issued and your coverage is now cancelled.
If you have any further questions, please give us a call at (877)227-2439 Ext. 6002.
Best,
CARCHEX Customer Service Team
Kudos to Rodney Garvey at ext
Kudos to Rodney Garvey at ext. 1169, did a great job and a very commercially viable voice tone. Carchex may want to consider him for any larger scale marketing initiatives. If not, my company can make room for him.
2 October 2020
Unprompted review
Although I appreciate Carchex reply
Although I appreciate Carchex reply, and yes, it may be legal, it is not right. Carchex could have watched the inspection video from the dealer and clearly seen that the issue I submitted for warranty did not exist prior to me getting into the service agreement. Carchex is scam. At least in my experience if a payout exceeds the amount to be paid in Carchex uses the excuse that it is denied...pre-existing condition or some other false, subjective reason and it is less expensive to pay out the customer than honor the agreement. There is a hole in their system which protects the company but not the customer, and they are in the business to protect the customer.
28 September 2020
Unprompted review
Reply from CARCHEX
Thank you for your review. We understand the frustration of having a denied claim but will address your concerns.
According to our records, a 4 Year / 48,000 mile Silver Centennial coverage was purchased for your 2013 BMW 528i on 5/11/2020. The starting miles on your coverage was reported as 90,185.
Based on your review, we requested the claims notes from the administrator.
On 8/27/2020, the contract administrator received a call from your repair shop requesting $3554.15 for several oil leaks on the car. The reported mileage was 92,194 miles. At the time of the claim, your coverage was active for 78 days and 1009 miles driven.
The administrator sent a 3rd party inspector to verify the failures. The inspector took pictures of the leaks and provided his mechanical opinion of the failures as long term failures that were occurring prior to the coverage becoming active. The inspector based his opinion on the state of the rear flex disc valve guide which had cracking and signs of dry rot that would not have occurred in 1008 miles of active coverage.
The oil pan gasket was shown to be leaking to a drip with road grime shown which occurs on leaks that have been occurring for a long period of time. The administrator denied the claim based on the inspection report and documented photos.
While it does appear you spoke with one of our CARCHEX Claims specialist who was investigating the claim, the finance company for your coverage cancelled the Vehicle Service Contract due to payments being charged back due to cancellation.
Based on the cancellation request, your pro-rated refund is in process. Please give us a call if you have any additional questions or concerns.
Best,
CARCHEX Customer Service Team
was promised that my first payment…
was promised that my first payment would be paid and was not and it takes forever to get someone on the phone and the first time i ordered my package i was not offered any other packages so my second agent that sold me the 2 added coverages was supose to cover my first month bill but however it also did not get corrected in the system to new amount monthly bill and the bill was due on the 20th of sept. and was never paid even after it was already late. i dont do business this way and if this is the way you all operate then i dont need your business on a warranty for my truck to be constantly in a mess with lack of service. NOT A HAPPY CUSTOMER ! i was told that my payment would be paid so i kept contacting the paylink on the duedate and it was not paid nor the contract modified with new coverages amount added so i then contacted carchex to find out why it wasnt paid on duedate nor after duedate and could never get a responce just a bunch of nothing being done and transferred around to different agents that didnt know what was going on nor did the manager email me back nor call me like i asked till the day i canceled....!
23 September 2020
Unprompted review
Reply from CARCHEX
Thank you for your review. We appreciate you taking the time to express your frustration. With regards to your contract and the optional coverages, we verified you were not offered the coverages at the time of purchase. We have addressed this with our staff and truly apologize for this experience.
After discussing the optional coverages with you, CARCHEX did agree to have the coverage amended to include the Luxury Electronics option, and upon completion, make the first payment with the finance company. This modification was underway when the payment become due and our Payment Assistance team reached out to you.
Based on your understandable frustration with the sales process and modification, you requested to cancel and receive a full refund instead of continuing with coverage. We have processed this request and processed your refund.
If you have any additional questions about this, please give us a call at (877)227-2439 Ext. 6002.
Best,
CARCHEX Customer Service Team
I switch from endurance to carchex…
I switch from endurance to carchex titanium plan In May, I have a 2015 Audi A8, in July I file a claim, my turbo went out, 12k damage. Turbos is apart of my package, but Carchex denied the claim, stating I haven’t been with them long enough. This of course is not what I was told when purchasing the coverage plan. Ask as many questions as possible before dealing with Carchex.. zero stars
14 September 2020
Unprompted review
Reply from CARCHEX
Thank you for your review. We appreciate you bringing this matter to our attention. CARCHEX escalated your claim to the contract administrator and asked them to review the claim.
While we understand the administrator denying the claim initially, based on the contract being active for only 21 days, we were able to provide additional details from the inspection report to overturn the claim decision. Your claim was approved 9/16/2020.
If you have any additional questions or concerns, please give us a call at (877)227-2439 Ext. 6002.
Best,
CARCHEX Customer Service Team
Honda has never heard of them...what a disaster.This company is a scam
This company is a scam. They sold me a warranty for my HRv with only 25000on it. Turns out they do not service the policy, in fact my Honda dealership had never heard of them. They spent hours on the phone trying to get an approval which never came with some scammy excuse why it wasn’t covered. Stay away, these people never intend to honor their agreement.
11 September 2020
Unprompted review
Reply from CARCHEX
Thank you for your review. We apologize for the frustration of having your first claim denied but the claim was adjudicated in accordance with your coverage.
According to our records, your coverage was purchased on 3/12/2020. A claim for an AC Condenser was called in on 9/9/2020 with your repair shop reporting the condenser was leaking Freon. The contract administrator verified your vehicle was in for a Freon leak on 2/28/2020 at the same dealership calling in the repair.
On the 2/28/2020 repair shop visit, the AC system was recharged with Freon but the cause of the leak was not identified or repaired. Based on this information, the claim was determined to be pre-existing to the coverage purchased on 3/12/2020.
If you have any additional questions or concerns about this claim, please give us a call at (877)227-2439 Ext. 6001.
Best,
CARCHEX Customer Service Team
I thought i was buying a plan that…
I thought i was buying a plan that covered the essential to a car running and find out that i did not. Talk to a manager who pretty told me i did not know nothing about my car or any other car. He told me that i am not a mechanic and i did not put my car on lift to find the problem. My call was base off of why one thing was covered and other things surrounding that component was not. I did not and still do not understand that. In this back and forth he then tells me all i have is Deluxe package. I did not know there was know that there was two additional package above the deluxe. After i hung up and tried to call back to cancel and get my money back, no one answer the phone except one guy who claim he could not help. I am furious and feel like i have wasted money on a scam
7 September 2020
Unprompted review
Reply from CARCHEX
Thank you for your review. We apologize for any frustration you had with our staff. We have reviewed your calls with our staff and will address your concerns accordingly.
With regards to your coverage, you purchased a 5 Year / 50,000 mile Deluxe Gold plan. This coverage is a listed component plan that lists all eligible components. If the component, or in this case sensor, is not listed in the contract, it is not eligible for coverage.
On your call, our representative was attempting to explain to you how the contract is written and the proper claims process. As the vehicle had not been diagnosed by a licensed repair shop, our representative was attempting to explain that the best way to move forward was to have a licensed repair shop diagnose the issues and call in the claim to determine what components were eligible for coverage.
To date, the claims department has not received any calls from your repair shop to start a claim. If you would prefer to cancel the coverage instead, please give us a call at (877)227-2439 Ext. 6002.
Best,
CARCHEX Customer Service Team
got what I wanted at a fair price
4 September 2020
Unprompted review
Junkyard of Auto Warranties
Barely Pays Claims, Double Dips Refunds, Used Parts... Basically the Junkyard of Protection
Got a Car Warranty on 8/3/2018 for a 5 Year Term, 100,000mi on my 2011 Audi R8 V10 Spyder.
At every turn they didn't want to pay the dealer nor the shops labor rate. In order to get new parts, I had to pay extra to purchase them, as they only allowed parts purchases through a shady second hand site, that my mechanic refused to order from.
Then on refund, they charged not only for mileage used, but also for claims, essentially double dipping on the contract.
While it is all legal, it is also just really scammy, with a lot of legal fine print. I would get a warranty from one of the bigger companies, Ally, AAA, the manufacturer itself. They are mostly just a marketing company.
Basically they ended up clearing $3k on a $5k warranty, when realistically had they paid for new parts and a fair hourly rate (I drive an exotic car, it can't just go to a regular car repair shop, and most won't touch it anyway), they would have probably broken even. They make money through the contract terms, making it nearly impossible to redeem for the correct amount.
You may be thinking what does it matter for my Camry? The answer is simple, if they use junkyard parts on your Camry, then they break again and your warranty is over, you are stuck with the expense later. It's just a bad warranty.
Also if it is any major repair expect a 1 week inspection period as they look for ways to deny the claim.
3 September 2020
Unprompted review
Nice sales people, poor customer service though.
I signed up for service, everyone was nice, I actually purchased two policies and paid in full cash for both. I got a significantly better price from another company and when I went to call carchecks back to cancel my policies I was put on hold for 30 min. Looks like they have plenty of help to man the phones for sales and to take your money, but they are intentionally understaffed on their customer service side, or its just part of their business strategy. I'm glad to find this out before I ended up in a situation where I needed them to cover a repair. Follow up: I did get a prompt call back after leaving an unfavorable review here. I was refunded in full and the gentleman who called me was polite and coordial. I am adjusting my review from 1 star to a 4 star.
26 August 2020
Unprompted review
Reply from CARCHEX
Thank you for your review. We appreciate you speaking with us regarding this matter. As we discussed, at the time of this review, one of our contract administrators experienced a major system issue resulting in increased call volume to CARCHEX.
According to our records, you spoke to a CARCHEX customer service rep to cancel your coverage on 8/26/2020. Being inside of the 30 Day money back guarantee, a full refund of $2704.00 was issued back to your account 90 minutes later.
While we understand the frustration associated with long hold times, CARCHEX as a business was never intentionally short staffed.
If you have any questions or concerns about your refund or this matter, please give us a call at (877)227-2439 Ext. 6002.
Best,
CARCHEX Customer Service Team
I was stolen from!!!! Zero Stars
So a bit better than a year ago I bought a policy after buying a 2011 BMW 535i. It had 133000 miles on it roughly. Ran like a top. I dont drive it that often. In November after about 2751miles of driving I heard a hell of a racket coming from under the hood. I had it towed to an ASE mechanic. He was busy so I told him when he got around to it to check it out I have a policy that will pay for the repairs. I have 4 other vehicles so it really wasnt pressing. It was discovered after a good while that a timing belt tensioner and timing chain needed to be replaced. The mechanic made a claim on my behalf. After pics sent to Royal who handles the policy I bought apparently not from Carchex and an adjuster came to look at it he also concluded that it needed a timing belt tensioner and possible motor replacement. After about 2-3 weeks I received a call from a claim prossesor that the claim had been denied because they Royal/Carchex decided it was preexisiting. What does that mean...Everything on a vehicle that could break can be labeled preexisting. Immediately I filed a review....After over a month goes by with nothing, no call, no letter, and after many calls from me I decided to just cancel the policy and get a refund. I figured at last Id have enough money to try to fix the car I paid in $2013.55 in a year almost to the date. Today I receive a refund check of $807.49. Seriously your going to keep a little over $1200.00 when you said the car had preexisiting conditions. How does that work. Its like stealing and honestly Im more than pissed. This has been a horrendous experience and I have a bad taste in my mouth. You should do better Carchex and stand behind what you sell. You can bet Ill be calling them tomorrow. I better get to bank in the morning before they cancel this check. Ive been stolen from!!!!
26 August 2020
Unprompted review
Reply from CARCHEX
Thank you for your review. We apologize for any frustration you had with the claim on your 2011 BMW 535I. We will explain the claim and refund.
According to our records, your coverage was purchased on 7/11/2019. A claim was called into the contract administrator on 10/21/2019 related to an internal engine failure. At this time, the contract had been active 72 days and 1751 miles driven after the standard 30 Day / 1000 mile waiting period.
CARCHEX was first contacted about this claim on 6/8/2020. When we reached out to the contract administrator, we were advised you, the customer, had already filed for Arbitration and the claim dispute would be handled through the Arbitration process outlined in the contract. Due to this, CARCHEX was unable to assist you with the claims dispute.
On 7/16/2020, CARCHEX received your request to cancel the coverage. As the retailer, CARCHEX must process the request in accordance with the terms and conditions of the contract. The refund was calculated based on the cancellation policy and pro-rated accordingly based on time/miles under coverage.
If you have any additional questions regarding this claim, please give us a call at (877)227-2439 Ext. 6002.
Best,
CARCHEX Customer Service Team
Eric Pinkney was happy to answer all my…
Eric Pinkney was happy to answer all my many, many question.
He was patient and after all my research I came back to Carchex.
I hope the experience should I have to use the warranty is just as good.
time will tell
23 August 2020
Unprompted review
Prompt transaction
Being that this was my 1st experience purchasing an extended warranty, the representative Tasaun Stanfill made my transaction smooth and with no questions unanswered.
16 August 2020
Unprompted review
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