CARCHEX complaints are a rarity, but they sometimes happen. Either through a misunderstanding of what our services are or through some point in their policy that they are not aware of. Where CARCHEX differs from many other warranty service providers is that we do our best to improve the customer experience and handle complaints fairly. In fact, this is a huge point in our motto of “customer experience above all.”
Warranty Coverage Confusion—Call Your Provider First
One huge point of confusion that many people have about their warranty coverage is what is exactly covered in their policy. We do our best to educate our customers and potential customers early on about what is covered in their policies, and our used car warranties are written as plainly as possible. Still, it occasionally happens that even a part that “should be” covered is not.
How is this possible?
There are three main possibilities. One is that the component was subjected to unusual wear and tear through bad maintenance or abusive driving practices. Another is that if a part is modified, if it is just an “upgrade” and not replacing a failed part, or if it was installed by a “shade tree mechanic,” it may not be covered by any warranty, not just a warranty through CARCHEX. Of course, pre-existing conditions are a possible reason for denial, as with any warranty provider.
In the first place, always make sure you know what the conditions are in your policy. Above all, keep up with the factory recommended maintenance and keep your receipts with your policy. In all cases, call your provider before changing components to see if it is covered. You are more likely to be covered by calling first than by doing the work and then calling.
Is CARCHEX a Warranty Provider?
CARCHEX is a partner of several warranty provider companies. It is ultimately not our call whether or not a warranty claim was approved or denied. What we provide is a level of access to high quality warranties in such a way that you get the most rock bottom prices for them.
That is not to say that we will not help you with your claim process. Our goal is, after all, customer satisfaction. There may have been some detail you missed when talking with your provider that meant the difference between acceptance and denial. Whatever your situation is, we will do whatever we can to see that it is resolved to your satisfaction.
Complaint Boards and CARCHEX Complaint Resolutions
Chances are if you do a Google search on any company’s name and include the words “scam,” “rip off,” or a similar variant, you will find complaint boards where they are mentioned. We won’t deny that CARCHEX complaints are on these boards; you can’t be around as long as we have without someone getting unhappy with you. It is all too easy for most people to just stop there and call businesses “frauds,” but this ignores what may have actually happened.
Sometimes, this is just a hasty reaction to a legitimate denial, a confused experience with one customer service representative, it could be a competitor making a false complaint, or it may be a legitimate complaint. Either way, how the business handles these complaints shows their true character. Often, a complaint on one of these boards is resolved to the customer’s satisfaction, but that does not mean that the complaint board will necessarily remove the complaint. CARCHEX’s limited presence on complaint boards is defined by us resolving complaints, and this is a large part of why we have an A+ ranking with the Better Business Bureau, the most reliable resource to determine if a company is good or not.
