I have purchased a extended warranty through carchex.

I had talked to one of sales associates 3 times before i decided to purchase the warranty.
during thses 3 phone calls I tried to make sure the warranty that the associate
(Ryan porter #1155) offer me would cover (SMG pump) for my 2003 BMW M3.
he told me as long as it is internal lubricated parts it would be covered, since i was not sure
about it, so he had asked me if it is part of transmission, i said “yes”, then he told me it
would be covered. so i spent 3800.00 to purchased the warranty.

last week, which is a year and 2 month after i purchaes the warranty from carchex, my SMG pump
went out, i brought my car to local shop to get it replaced, after waiting for few days for
warranty adjuster to show up and take look at my car, the shop owner told me my warranty was
not going to cover the repair.

therefore, I called carchex. First i talk to Bryan (#1125)(one of the manager) he just out right
refused to work with me to resolve this problem and offer me the prorated refund. so i ask if i
can talk to another manager, bryan told me i would just get the same answer from the other manager
(tom #1456), after i told tom that i had asked many many time if the warranty would cover my SMG
pump before i purchased the warrnty why would Ryan (#1155) sold me a policy which was not going to
cover something i wanted to be covered?

Tom replied and i qoute ” my sales is not a merchanic, you are the car owner you should know what
kind of parts that is, and if that is cover under the warranty, and since you have checked out your
policy several times online, you should know it is not cover under the warranty Ryan(#1155) had
sold you.

so what he told me was, ” if i am wrong please correct me”

as a car owner i should know everything about my car, when i call carchex to buy a warranty and ask
one of your associates to find a policy that would satisfy my need, ( which i asked Ryan more than 10 times)
and i should be more knowledgeable than your associates about the policy you guys are selling me?

during the 3 phone calls i made, only thing i asked was make sure the policy Ryan about to sell me
would cover the SMG pump, and he failed to do that, and all your managers were no help in resolve
this situation.

this is my contact information, i would love to hear from you

thank you very mcuh

Nick (281-935-3585)
nick_liu@yahoo.com