Katheline Alicea

Review of EFG Companies

On 5/10/13 I purchased a Deluxe Coverage Extended ...

On 5/10/13 I purchased a Deluxe Coverage Extended Warranty Contract from EFG through Carchex. I have exhausted all options to resolve this problem directly with them. I even sent a certified letter with return receipt to their president with no response. I opened a claim on 7/25/13 and was left without a car until 8/20/13 when I finally had to pay for the repairs myself on 8/15/13 because certain parts covered under my contract were denied due to wear and tear . I have spoken with Darrell and Monty (supervisors) and they have both shown true unprofessionalism and disrespect. To begin, I called multiple times in the first week requesting to speak to a manager but they seemed to always be busy or away from their desks. I left messages for them to call me back and never once did either of them call. My vehicle inspection was completed the morning of 7/29/13 and my mechanic had to contact the claims department the next day at 4pm because they still had not contacted them about an approval or denial for repairs. When I called, Darrell sarcastically claimed that my suspension would not be covered due to wear and tear and that the only way it would be covered is if there was a failure. I obtained copies of the inspection report where it clearly states failure of 4 upper arm control bushings and R/S lower control arm rear bushings. On 8/6/13, I asked Monty why the claim was being denied and why they won t approve a re-inspection for the suspension and his response was that after a certain amount of mileage, the warranty just doesn t cover the suspension because it s understood to be normal wear and tear and all vehicles will eventually have to have the suspension repaired. Why would I be allowed to purchase a service contract that clearly covers this part if my reported mileage at the time of purchase did not qualify? Furthermore, if the mileage of my vehicle is the reason why the wear and tear clause is being used to deny my claim, why is the limit not on the service contract? He told me to read the contract and treated me as if I was a mindless person that didn t know what I was talking about. I have thoroughly read my contract and wouldn t be defending my rights if I didn t know the facts. He further raised his voice, interrupted me and said that he wasn t going to continue arguing with me and was going to hang up on me. He hung up the phone and made it clear that this needed to be resolved at a higher level. I spoke with a Carchex director by the name of Tom, who contacted EFG and got a re-inspection scheduled for my claim. After the inspection the suspension was denied again but since they couldn t justify their first reason for denial, this time the excuse was because of a pre-existing condition. I had the 2nd inspection report emailed to me and discovered that EFG not only lied to the inspection service company by stating that I was only eligible for 1 month and 10 days when in fact I had been eligible for 1 month 26 days, that s not counting the first month but that they also falsified the report itself. I have obtained the original report via an attorney with a court subpoena and it does not state pre-existing conditions and the report that EFG sent to me clearly does. It s the only justification they could have and since the inspector didn t report it because it s not true, they took the liberty to write it in themselves. Another red flag was the two completely different formats for the first and second reports and the inspectors name was not on the second report. I tried contacting Tom for a full refund after realizing that this company s only mission is to deny claims and got no response from him after leaving multiple voicemails. I have filed a lawsuit and am reporting this to warn others of this company s foul practices. EFG s company core vision and values are based on dependability, respect, integrity and excellence, none of which I have experienced since purchasing this service contract.