Reply from Champion Car WarrantySep 12, 2023
Hi Vikas, we’re sorry to hear about your negative experience. We feel it is important to respond as we take customer satisfaction very seriously. You do indeed have 2 policies with us, one on your Mercedes-Benz E350 and one on your Porsche 911. You brought both vehicles in for repair simultaneously, to separate shops. Regarding your claim for the Mercedes-Benz E350, we have repeatedly asked your shop, MB of Escondido, to send us the final repair invoice so we could pay out the claim, but still have not received it. It is our company policy that we require a final invoice in order to remit payment to the shop with our corporate credit card. If we do not receive it, we cannot pay out the claim. We understand your frustration that your dealership is not delivering in a timely manner, but we cannot take responsibility for their oversight. Once we receive that final invoice from them, we can go ahead and pay out the claim. Regarding the claim on your Porsche 911 convertible, we did indeed authorize the claim for the repair and replacement of the hydraulic pump. The amount we authorized is for the market price of the OEM part, plus the labor hours quoted by the shop, at the rate quoted by Mitchell’s Labor Guide. The issue arising here is that your shop is charging about 10x markup on parts compared to the national market rate. As we have explained to both you and your mechanic, we are more than happy to ship out the OEM part for the hydraulic pump directly to your shop, in order to circumvent their price gouging. The rest of the claim is for items like the clips and fasteners of the convertible top, which are considered a cosmetic issue, and therefore are not a covered item under any vehicle service plan. Furthermore, it is very disturbing to hear your accusations that we are a “sham” company, considering we have paid out several claims for you in the past 10 months that you have been a customer with us, including for your maintenance vouchers and rim and tire coverage. Up until this point we have paid out all your claims, as the reputable company we are. There is no reason for you to term us a “sham” as we have over 20 years’ experience in the automotive industry and have tens of thousands of satisfied customers, of which you were one up until these recent issues outlined above. The fact that we have not received a final invoice for your Mercedes-Benz repair, and therefore cannot pay out the claim until we receive it from your MB dealership, does not make us a “sham.” It means we are a legitimate company that needs a final invoice to remit payment. Furthermore, the fact that we are trying to ship out an OEM part to circumvent the obvious price-gouging of your Porsche dealership, does not mean we are a “sham,” but rather that we are going the extra mile to get your vehicle fixed and back on the road. Lastly, no “sham” company would have paid out your multiple claims over the past 10 months for your routine maintenance as well as your rim and tire coverage.
