Hi,
I've had a Vehicle Repair Contract with National Car Care since 10/15/01 when I purchased an off-lease '99 Ford Explorer. The contract cost $1,695.00 but it honestly covered EVERYTHING except brakes and body damage... With a mere $50.00 deductible.
It's a great vehicle.in the nearly five years I've owned my Explorer the repairs have been few. There was (almost immediately after purchase) a differential repair, a new motor for my rear wiper, check-engine light "02" sensor wires, in-take valve replacement and most recently a new hub assembly on my front (pass) side wheel. I have only 86K on the vehicle, so clearly this is NOT terribly hard driven SUV.
In fact, not only does it run wonderfully, it looks great! NO accidents... Very dependable and as its a "Sport" just a tad lighter than four-door and thus pretty good mileage!
The service contract will be up on 10/15/06.
When I took my vehicle in about the thumping noise in the front right last month, my mechanic dutifully called National Car Care for authorization to make the repair.
I listened (he was on the speaker phone) as "Bill" in National Car Care's "Claims Dept." asked my mechanic how long he'd known me! He also asked what my vehicle "looked like". My mechanic looked as puzzeled as I was at these questions! As they got into talking about the actual repair, I left the shop and walked the short distance home. The only call I received was from my mechanic about two hours later offering to bring the car to my home... I decided I wanted to take the short walk.
When I arrived, I learned that instead of my only paying the contracted deductible of $50.00, I was being required to pay an additional $30.00! National Car Care decided to lowball the estimate, stating tha that hub assemply part was about $30.00 more than the national average!
My mechanic (about as good and honest a guy as you would ever want to meet - not to mention an excellent mechanic!) gave me a break on the labor (National Care Care only approved 1 hour labor and it took 1.5 hours) but he could do nothing about the cost of the part - even showing me the invoice from the dealer!
My mechanic explained that National Car Care makes their payment directly in the mechanic's bank account. "Ed" indicated that he wasn't aware of the amount they paid until he received the fax acknowledging that payment was sent.
When they bill was tallied up in the computer (fed in the cost of the part and the allowable 1 hour labor) the balance was required of me! Seeing me distressed, my mechanic offered to reduce the bill, but as it wasn't his doing (he had shown me what he paid for the part on an invoice from the dealer) I didn't see that to be proper. I paid the $80.00.
I returned home and immediately looked at my caller ID to see if perhaps I had missed a call from National Car Care... I didn't.
I called National Car Care and was connected to "Jean" who said that they keep an index of part costs and the part my mechanic purchased cost too much.
I told her I "felt her pain" but asked why I wasn't advised that the part was too high and I would need to absorb the difference if I wanted to have my car fixed at Bergen Brakes. Or given the option of buying the part somewhere else, or given the option of taking my car to a Ford Dealer or wherever National Car Care suggested.
"Jean" had no real response... Just adopted that large and in-charge attitude.
She did put me though to her supervisor who had his voice mail taking calls.
I wrote to Steve Jurasic (yes, like the dinasour times) who is V.P. Of Customer Service, but haven't received a respsonse. I also wrote to both state's A.G. S (Ohio and New Jersey). No response!
I mentioned in my letter to Mr. Jurasic that as I have am diabled, it's very difficult to operate a sedan (well actually its not the operation as in it in getting in and out of the low riding vehicles - like a turle on its back - need assistance)
I indicated that I have only utilized the car rental option on my contract once (when I had no alternative but to take my vehicle to a Ford Dealer) and prefer to deal with my local (and duly licensed) mechanic... Thus saving National Car Care a bundle in rental car expense!
But that didn't seem to matter either.
Just imagine the amount of money National Car Care amasses in lowballing estimates and passing the cost on to their subscribers!
Actually, this old widow lady is looking at possibly buying another off-lease (my still-in-college son needs a dependable vehicle) and I might even buy a vehicle service contract... But not with National Car Care!
I mean, I really did like National Car Care at first, used to even recommend them, but they have turned greedy... Sad really.
Thanks for letting me vent!
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