CARCHEX Reviews 1,578

When I called in to inquire about a vehicle extended warranty, I was very pleased to deal with Sales Representative Michael Moore. He was very friendly, professional and knowledgeable about all the products and services included in the various warranty products they offered. He was not in a rush or pushy in trying to just make a sale. He took the time to answer every question I had and gave me several suggestions of things I did not consider. So, he made the entire experience great and I was very happy to make a purchase. Plus, he did a great follow up after the call and then again, the following day he made sure I did not have any other questions or concerns about the policies I purchased.

Bad Warranty
I am surprised to see all these five stars. I would have give zero instead of a star if there was one. Please do not trust any of these reviews. Yes, great customer service when you call them to buy a warranty, but when it comes to repair your car they will always find something to not paid. They are fake and not honest. They said when you cancel your warranty they will pay your money back that is a lie. They will not give you a dimes. Just to let the reader know to buy their fake advertisement. DMT

My contract with American Auto Shield started when I was looking for a good warranty company to help with repairs. I had a horrible experience with CarChex from the very beginning when I was just gathering information so that I could make a firm decision. I wrote a TrustPilot review and received a call from one of their leaders, Robbie Newborn. He was very helpful in trying to resolve any issues and even gave me a great deal on the CarChex "Platinum" package. Well, the platinum is tarnished and isn't worth the paper that it's written on.

CarChex works with an Administrator, American Auto Shield. I take my car in for A/C repair and check engine repair. I'm thinking since I have the "platinum" package, surely ALL of this will be covered. I have their top tier package! I found out really quick that I had been lied to, led astray, run amuck, bamboozled. American Auto Shield claimed that the 2 valves that I needed to fix the check engine issues were "not covered" by them. For the A/C repair, only the blower motor was covered.

According to the service advisor at the Ford dealership that I took it to, my estimated cost for repair was right around $2100. Out of the $2100 in repairs, American Auto Shield is only paying $238. While I do appreciated the 10% discount from American Auto Shield, it's not at all what I expected seeing that I have their top-tier "Platinum" package. If their top package won't cover at least the MAJORITY of work needed, then I signed up with the wrong company. I'm not sure why I even have a contract with them. They are useless. They are now dead to me.

I thought that Mr. Newborn had my best interest at heart but I can see his only interest was in making a sale. He gave me his number and email if I had any issues. So, of course, when I started to have an issue with the repairs I emailed him and made my concerns known. He ignored my email. I then called him and left a voicemail. Again, he ignored my plea for help.

This is a sorry excuse for a car warranty and American Auto Shield should be ashamed that they are lying to their customers. I have paid more to them in monthly payments than they are willing to pay for my repairs. I really feel that American Auto Shield and CarChex should refund me for the money that I've paid so far. I have gotten nothing but a 10% discount.

Please do your due diligence and search for a legit warranty company. American Auto Shield and CarChex are anything but.

Renewed my contract for the 4th time. They have been doing a great job.

So I paid alot of money for a worthless policy on my X5. They never agreed to pay for any of the items I needed repaired. It would have been better to be without this policy. I would spend half the cost and use the money for the uncovered items. In the end I would have more money in my pocket. I would have just remained mute about this except they started calling me today and they came across as some sweat shop hungry thirsty hounds as if I needed to hear some lame pitch. As soon as I said I was not interested they hung up in my face. Do yourself a favor and save the payments and take care of the car yourself.

Hey Craig, here first off all this is my first ever extended warranty recently buy my car back in 2020 and I just not too long ran out of factory @50k miles or 4 years whichever comes first.. So I was looking for a extended warranty plan for a while now but with no luck everyone else I looked into was quoting me very high prices I get it it's an Audi but my God! Then I came across this website that shows the top 10 best-extended warranty companies in my area and I decided to go with CarChex because of their reviews etc finally decide to call them up one evening where I was greeted by an amazing Rep a Mr.Craig Myles who pretty much gathered all my info and details about my make and model car where he then fine tuned and referred me to the best plan that fit me and my budget, the whole process was super fast, informative and easy a very quick process it's only been my first-month however I'm very happy and satisfied with the plan and ill keep it for the life of the car that's how good they are! Big shout out to Craig for taking care of me and big shout also to the whole team at CarChex keep up the amazing work 💪🏽.

Currently I have not read your contract. as of today I have not received the contract to review and make comment as to wheather I like it or not like it. Further review after I receive your contract. thank you!

First let me say that Carchex is NOT a warranty company. They do NOT administer warranties. They are a BROKER and sell warranties provided by the companies who administer them. They have even responded to some bad reviews with (paraphrasing) 'Don't blame us. We don't deny or approve your claim, the company who provided your warranty does. We're just the middleman'. They push the fact that they're BBB certified, but that's as a broker of warranties, not a warranty provider. It doesn't mean the actual company administering your warranty is BBB certified. BIG, BIG difference, and they mislead in that aspect. Ben with Carchex called and told me that the company I purchased a warranty from were liars, a scam, they would not pay, and only started a month ago, interrupted me constantly, and POURED on the pressure. He kept pushing the BBB aspect (even though it has nothing to do with the actual company providing the warranty). Red flags popped up all over the place. Professional people do not bad mouth others in order to get your business. I told Ben I would check out what he told me about the other company and if I thought it was true I might call him back and get a warranty through him. That was last week. He called me today and I told him that my research indicated that American First Auto Protect was legit, had been in business since 2009, not last month, and seemed very professional. In fact when I had told American First what Ben had said they said they thought it unprofessional but refused to bad mouth Carchex saying it would be unprofessional to do. I admired that. Today Ben was not having it, raising his voice again. "You're going to go with a scam company who won't pay" he pressed, and kept interrupting me and pushing the BBB thing. I told him that I'd decided for now and I'd let him know if I changed my mind. Rather than just respect that he started loudly again..."So you're going to go with a scam company who..." and at that point I hung up. If Carchex wants to have a good reputation I suggest they change their tactics.

My experience with your company was a very pleasant one. The representative assisted me was Ralph. Very polite and informative. He was very thorough and made sure I understood everything he explained to me. He was very professional. I would highly recommend this company. Thank you.

My car breaks down away from home as I am heading to a different state for funeral. I get the car towed to the nearest dealership and they diagnose the starter needs to be replaced. My Platinum car warranty I purchased covers this so I gave the dealership the information and let them call. Carchex responded and said they "approve" of the issue but will be sourcing to find the part elsewhere even though the dealership has the part there and ready to go!! I then call them back personally and asked about this process and the rep could not give me a straight answer of what was the issue with them proceeding with the repair. She just continued to share that it is in the adjustors hands and they have to decide how much they think the repair should cost. I was highly upset so I then asked, "how long does this process take for them to have an estimate price?" And she said she doesn't have a timetable she can share for this. It could be days,weeks, or up to a month. Mind you I am currently out of town. I will call back first thing this morning but from my experience thus far, the customer does not come first, second, or third to them because if they did, they would have allowed the dealership to begin the repair instead of having me wait while they source the part which causes me more money staying in a hotel when I have a funeral I should be attending. Absolutely ridiculous .

Excellent customer service.Handled very professional and to the point.Enjoyed doing business with this company.

Their standard contract has a fixed labor rate that’s below market cost in most areas but they won’t tell you this up front. I found out after reading through the contract they mailed me. I called to complain and the customer service rep said they would email me a new contract changing the labor rate to market rate but they never sent anything. Fortunately I was able to cancel within the thirty day cancellation window and they did credit all my payments back to me.

I am not happy with Carchex. I had one issue with them the first time I had my car in the shop. I have just purchased my vehicle 2 months ago. I remember talking to the sales rep and do remember her saying that there is a 30 day wait period. After filing a check engine complaint I was then told it was a 30 day wait and 1000 miles, I was at 994 miles (close, but a guesstimate). Anyways I was just going to cancel my contract then, but the person who I spoke with for cancellations was very polite and very to the point, he was ok you can cancel and we will return your payment or we will just fix it. I was expecting a fight on my hands, so he caught me off guard. I did tell him so. This repair was just for a thermostat. I did go back and the contract did say 30 days AND 1000 miles. So I am not fighting them on this. Yesterday I took my car back to a shop. (Not the same shop because I was out of town when the first incident happened). The engine is knocking. They shop said the cam shaft is worn and will need to be replaced. Carchex denied the claim as a duplicate claim. Carchex said the there notes said that the first shop reported the cam shaft as the issue and it was repaired. When Nikki looked int the matter further she saw that there was some confusion in their notes and said that I would have to get the first shop to call in and change their note from saying camshaft to changed thermostat. I called the out of town repair shop and he stated that no where in his notes did he even mention the camshaft and at the time it was not knocking. I called Carchex back to tell them this and again was told that I need to have the first repair shop call there claims adjuster to have them fix the issue. I asked if we could just do a three way call so the shop could just tell her over the phone. I was told they are not allowed to do a three way call and was told again that the repair would have to call and talk to the adjuster and they would then make the decision to fix my car or not. Even though the can see in their notes that they did not receive an issue previously with the camshaft and all they paid for was like $66 for a thermostat claim. I do not see why I have to jump through hoops to fix something they can see is an error, meanwhile my car is torn apart at the repair shop waiting on some other company (which they can call, because she gave me the number) to call them, then wait on an adjuster to take a look at it( again they already have the paperwork from the first claim) to either approve or deny the claim. I do want to note that Nikki, the claims person I spoke with both times was always polite and did tell me the notes on there end where confusing, but still told me that I had to do this. I have read a lot of positive reviews on this company and is one reason I chose them, but with two issues already with my car and having to debate with Carchex to fix it both times well not something I would look forward to doing each time. I tried to call them tonight but they are closed. So I will cancel my contract with them tomorrow. Not worth the fight and I assume that is what they are counting on. I need my car and can not waits days for them.

Excellent product and super excellent representative, Jeremy Ellis!
Got the coverage I needed, concise conversation!

CarChex was one of 8 calls we made in search of an extended warranty for our vehicle. Not only was the price for coverage hands down the best, but we have our own agent! In this age of "press 1" for this or "press 7" to be directed here ... to be able to call our agent Tasha is important to us.

I looked around for the best extended car warranty and found Carchex. I talked to Anthony and James and they were both professional and answered all my questions. I'm satisfied with the coverage and the price!

Friendly, courteous, knowledgeable, and proficient at providing me the answers to my questions and the right policy that met my needs at an affordable price.

Ken Parks was the kind of agent I expect in great customer service and he delivered. He followed through and sold me a four-year or 60,000-mile warranty at a reasonable price. It was quick and easy.
Thank you

Well after 10 years as a loyal and satisfied customer with several warranties on separate cars over the period, I was totally left high and dry with a policy I bought for an Audi 2 years ago. NOWHERE IN THE POLICY DOCS OR IN STATEMENTS BY THE SALES PERSON did they tell me that CarChex is now subbing coverage to regional insurance companies where you reside. EACH OF THOSE COMPANIES have their own exclusions and rules. Utter BS. My recent claim was mute after their allowance for hourlly mechanic rates in my area, OEM parts not covered etc etc. When I called to cancel my policy and get a refund it was a joke. I was asked why I was cancelling and the agent would not listen about their undisclosed changes .....and I had to wait almost 3 months to get my refund. (CarChex has a prescibed period for physical request for refund, internal refund approval, check issuance and then mailing = 3
months). DO NOT USE THIS COMPANY.

I purchased the Titanium Package from Carchex. My very first time dealing with this company was last week when I called in to speak with a subject matter expert on IF a part was covered.

I spoke with an agent extensively on what part I had questions on, If that specific part was covered and what I needed to do as a customer to prepare myself for the claim. She pulled up my contract and told me my exact part WAS covered. She made it very clear that there was absolutely no questions about it. She also googled the exact part I was questioning just to make sure she was a covered item on my contract.

After determining the part was a covered part, she started the claim for me. Told me the only thing I needed to worry about was just dropping my truck off at the dealership and American Auto Shield would handle the rest.

I have now been without my truck for THREE whole days only to get a call from the service advisor that American Auto Shield DENIED the claim because "the part is not covered". I couldn't believe it!

I called Carchex, the company who sold the policy and they pulled the call. I spoke to Drew at 877-227-2439 x6001. He told me he listened to the call and heard the error. Also sent the call to a director/supervisor/manager at American Auto Shield. After listening to the call on both sides, it WAS determined that the rep DID tell me that the part was covered but now, American Auto Shield/Carchex is not standing behind the error and there is nothing that they can do for me.

For this being the first time I have ever interacted with American Auto Shield and Carchex, my overall customer experience has been an absolute nightmare. No vehicle for 3 days. Being told false information and not having the company stand behind what they told me, even as they listened to the call and verified that wrong information was communicated to me.

For this being my first interaction with both companies, I wish Carchex stood behind the error made and sided with their customer.

BEWARE!