Techchoice, LLC/enterprise Financial Group (Efg) review: Automobile Warranty/ Service Contract 1

I am requesting reimbursement in the amount of $3250 (plus $76 for rental) to which I paid to have the transmission replaced on the 2006 Hummer H2 on 20 January 2016. On 20 January 2016, while traveling to Jesup, GA, from Brunswick, GA, my Hummer started to stall and make grinding noises while driving. I immediately stopped and checked vehicle and decided, although it was not shifting gears, to pull over to Nesmith Chevrolet-Buick of Jesup, GA, which is a licensed repair facility to get the vehicle checked out. I was 40 miles away from my home when all this happened.

The Nesmith-Chevrolet service technician (Gary) stated that the transmission was going out and it was not safe to drive the vehicle, and what did I want to do in regards to repair. I told him the vehicle is under warranty with Tech Choice and gave him my contract card. He called the number provided for Tech Choice claims [protected]) and stated that the claims representative at the number had approved the repair. I then told him I needed all repairs done and vehicle ready by Friday, 22 January. He then had his driver to take me to Enterprise Rental where I rented a vehicle to get back to my home, which is 40 miles from where I was having my vehicle repaired.

On my back home to my home, I received a call from service department that was repairing my vehicle, stating that a Tech Choice adjuster had called for info on the repair, and requested that that the transmission be taken apart and that the adjuster would come within the next 48 hours. He also stated that the customer (me) would incur any charges related to that. The Nesmith-Chevrolet service technician stated that in his 30+ years, he had never had a warranty insurance company make that type of request on a transmission repair. I called the adjuster to confirm and he reiterated that the transmission needed to be taken apart for the adjuster, which would be at Nesmith-Chevrolet within the next 48 hours. He also stated that this would be at my cost.

I informed the adjuster that I was confused about all this and that I needed my vehicle back by Friday, 22 January and he stated that the warranty provider reserves the right to request an action like this. I then called [protected] number in my contract booklet and spoke to a female customer service representative and she stated basically the same thing the adjuster told me. I informed her that I that I would pay the cost of rental car and new transmission, since I needed my vehicle back by Friday, 22 January. I then asked what else could I do or who else to contact to resolve this matter, since I felt that the transmission was covered and that repair authorization should be a problem. She stated there basically not much to be done, since Tech Choice/EFG reserves the right to take such actions as having a transmission broken down, and having an adjuster come out to check it. This left me very disappointed and bewildered and feeling that I had to accept this. I also felt I had no other recourse to pay, despite the fact that I felt Tech Choice/EFG should have made good on the repair. I spoke with Ryan Weaver, the agent who sold me the warranty, on 29 March about this issue and what could I do about it, he stated that the transmission is covered and he didn't know why the repair was not authorized by claims. I asked him to help me contact the right people for the reimbursement. He gave me [protected] (TechChoice Customer Service) and [protected] (Vehicle Service Contract Claims). I have been calling both numbers consistently since 29 March 2016 and finally got a customer service representative, who, after hearing my complaint, initially stated that my contract had been canceled for non-payment. I informed her that was not the case and that my payments have been on-time and that I have never missed a payment. She then requested a vin number so she could look it up on another screen. After finally getting my information, she stated that there was nothing she could do but she could give me the number to Vehicle Service Contract Claims(NPA). I called vehicle Service Contract Claims(NPA) on 2 April 2016 and got a person named Jonathan who asked me to fax the repair invoice. I stated to him I did not have a fax but could email information to him. He gave me the email address ([protected]@efgusa.com), to which I have attempted to send email to that address but I keep getting an "unable to reach addressee, delivery to the following recipients failed permanently:
[protected]@efgusa.com. I tried to call Johnathan yesterday and today but keep getting his fax. I called customer service today (Veronica) to verify the address, and she stated that [protected]@efgusa.com is correct. I asked for an alternate email and she stated there is none.

I would like to give Tech Choice the opportunity to resolve this without having to file a complaint through the Consumer Better Business Bureau, therefore I am respectfully asking that you approve that my request for reimbursement be approved.

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