I purchased a Driverz Edge warranty for my Mercedes at a cost of $3223. After the first repair, their level of service, integrity and ethics became immediately clear. While multiple items needed fixing on my vehicle, Driverz Edge (hereafter referred to as the Company), decided only a malfunctioning dashboard was 'severe enough' to be fixed. Example: in a 2-door Mercedes, both passenger and driver's seats move forward via motor control to allow people to get in the rear seats. Although the passenger seat motor broke, the company decided that because 1 of the 2 still worked, it was not backed by the warranty. Those-such issues are an entirely different vein in their own... This is merely the dashboard replacement (however, getting the adjuster there and inspecting the car took 2 weeks on its own - for which a rental car was not covered despite the inability to drive while under the Company's inspector's observation for claims).
The part was elected by the Company to be sent to my repair shop for replacement. Shipment took 2-3 weeks. Prior to and anticipating the part arrival, my car instrument cluster was disassembled, dashboard removed, etc. Following arrival, it was discovered the Company had sent a dealer-only part which meant it could only be installed and programmed by a dealer, full knowing that prior authorization had been obtained by a mechanic's shop which is not capable/authorized for the repair with this version sent (OEM dashboards are readily available, too).
The car had to be re-assembled, shipped to a dealer willing to deal with the 3rd party involvement, disassembled again, wait for available time for the mechanic to program the dashboard, receive authorized payment from the Company, reassembled and shipped back to the initial Mechanic's shop. The total process took 14 days. Driving the least expensive rental from Enterprise (@ $35 per day), the total car rental fees were $842.39. The Company stated that because repair work should have only taken 7.1 hours, I was eligible for a maximum 1-day rental reimbursement of $35.00.
Adding insult to injury, upon receiving the car, I was notified that the authorized dealer through the Company had incorrectly programmed the new millage - significantly so! While a 'lower mileage' may sound good for a car a couple of years old, it in itself invalidates the Driverz Edge policy clause regarding altered mileage, in addition to the fact that odometer alterations are illegal.
The Company briefly entertained reviewing the series of events. However, after speaking with their president, Rob Roback, I was informed that their stance would not change and it was $35.00, take it or leave it.
What does this all mean? Well, I'm stuck out $807.39 in rental car fees, have a warranty which carries little weight which I paid $3223 for, and am left with an illegally modified car curtsey of Driverz Edge, which I will be sure to be left to pick up the pieces on should it need service/insurance records/car fax/etc, in the future. I would advise against using this company if you anticipate thorough service or a quality extended warranty (FYI, I did purchase their "Gold" package which provides a much more extensive umbrella of coverage). I have also filed two complaints with the Better Business Bureau (BBB).
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