CarChex (Auto Warranty Seller)
Royal Administration Services — Waste of money. Misrepresents what they sell vs what they provide

Beware of purchasing an auto warranty from CarChex. I paid top-dollar for an extended warranty policy ($2,300 for 36 months) and never had much need of their services. I take good care of my car. However, when I did have to go in for a replacement intake gasket, they were pathetic in making good on their promises.

When I bought the warranty, I was told that 'it covered everything but paint' and that there was a $100 deductible per covered job. However, what they don't tell you is that they will only cover so many hours per job and that it is up to you to find out how many hours per job they are willing to cover and then 'shop around' for a garage that can do the work in that amount of time. Someone needs to tell them that it's pretty hard to shop around when you have a broken car and that you don't have a lot of time to get back on the road.

My complaint came in the form of them shorting me on the number of hours they expected the service to be performed. After I got the car worked on, the garage was billing me for 3.5 hours and CarChex would only pay for 2.3 hours. When I tried to get this evaluated, I was told that the company is separated into the selling company (CarChex) and the administrative side (Royal Administration Services).

When a problem like this arises and you contact Royal, they tell you over and over that there's nothing they can do, because they use standard service tables to determine a required time for the job. When you ask them to put you through to sales, they tell you that that's a different company and that they just service the contract. It's a built-in way to eliminate any accountability. You are simply stuck between the repair provider and Royal (CarChex disappears), and they don't work with one another to resolve any problems. It's all on you, and they don't listen to you once they have your money.

Further, they will only cover/reimburse on second-hand or refurbished part dollar amounts.

Bottom line, if you buy an auto warranty, choose a company that administers what it sells and is more honest from the start. Otherwise, a company like CarChex will simply do what they want to you in terms of poor service and let you twist between the players they've set up in their own 'blame game.' If you take decent care of your care, you'll actually be ahead in dollar terms by using Groupon specials (or something similar).

Company: CarChex (Auto Warranty Seller)
Country: USA
Address: 10950 Gilroy Road, Suite D
Phone: 18772272439
Site: carchex.com

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