First Extended Service Corporation

When I submitted my claim they said I did not get prior approval or go to the dealer. When I explained it took the Car Dealer 10 days to work it out with them that I had in fact purchased the extended warranty I could wait for prior approval since I live way out in the country with no public transportation. They were rude on the phone. I asked if they would send me a denial and they said they didn't necessarily send out notices. I told her I wanted it so I turn their business into the New York State's Attorney General and the lady hung up the phone. I totally feel stupid that this company took $2,000 of my hard earned money and provided nothing.

The service department calls said warranty company who tells them a customer isn't allowed to start a claim number and that the service department can't start the work until they get approval. It's been two weeks now and the service department called the warranty company again and was told they needed to restart the process all over again...I cannot afford this! I paid extra for a warranty believing that it would prevent further expense...nope.

So called the dealership a few times. They said they can't get in touch with First Extended Services and put on hold for too long. The dealership said they can't be on hold for that long. Maybe a minute but not half an hour. So called First Extended Services to contact the dealership. They said they can't do that. I asked for their manager and they said they can't do that. I asked them to move it up the chain of their management, they can't do that. I said, "What can you do." What can they do.

It sounds like a complete scam. In my business we are all about integrity, honor, discipline and so on, and never saying we can't do that. I am a nuclear engineer. My initial thought is to always trust and have faith in humanity. However this company seems to value the opposite which is probably why they have not been rated by the BBB yet. Thus learned a great lesson here that First Extended Services does not value honesty, integrity, and having the grit and intensity to get the job done to service its customers. These workers have no GRIT, NO INTEGRITY, No intensity, No Honesty, and no intention of customer service.

Updated on 06/07/2018: Apparently, when I called for the service 4 days ago, the car must be towed within 40 miles and the closest shop was FX Caprara in Pulaski, NY and they said that is fine so it has been there for 4 days. When that dealer was finally able to contact First Extended Services Corp on the 4th day First Extended Services Corp said, "Oh no. It must go to Bill Rapp in Syracuse." Now it has to be towed to Syracuse from Pulaski. And now play the game again. OMG this place is terrible. I will never get this product. And if I go to buy another used car with an extended service contract I will review the consumer reports on them. Took the word of a salesman. Not happening again.

On 11/8/17 I called First Extended and spoke to Gilbert. Gilbert told me that on 11/8/17 the air conditioner had been approved. He said that the warranty company had left 6 voicemail messages with Robert but he had not responded to any of them. I told them that I had left multiple messages with Robert and that he had not returned any of my calls. I asked to cancel the work order but was told only Robert could do that. I asked if there was any way around that and was repeatedly told that there was not. I asked to speak to a supervisor and my request was denied. I was told that they would tell me the same thing. Gilbert even said that I was the one who had chosen to use this service person, as if were the one to blame. My boyfriend also talked to First Extended and got the same response. The holidays came and I put this on hold for a while.

On 2/1/18 I again called First Extended and spoke to Sharon. She was nicer, admitting that this matter had gone on for months. She also confirmed that Robert needed to be the one to cancel the order before I could go somewhere else. She said that she would attempt to call Robert and get back to me by the end of the day. I never got a call from her. On 2/1/18 I also left a message on Robert’s phone that I was disappointed and frustrated with his failure to return my calls. The next day 2/2/18 I went to the Lodi Walmart near where I live and I saw the Liberty RV vehicle in the parking lot. The name “Liberty RV” and the phone number were on the back of the car. I told my boyfriend that I thought Robert was in Walmart. Sure enough Robert was in Walmart and I approached him. I told him that I had tried calling him multiple times and now my warranty company was not letting me go elsewhere.

Robert said that he had been bitten by a spider. He told me that he had the air conditioner sitting at his shop and that he would call the warranty company to cancel the order. My boyfriend was behind me and has this conversation recorded on video. On 2/5/18 I called First Extended and spoke to Maria. I told her what had transpired at Walmart and offered to send her the video and photos. She told me that Robert would still need to call First Extended to cancel, that the evidence I had was not sufficient. I am very upset that First Extended has done nothing to help me and seems to want to protect the repairman, who is potentially committing some kind of fraud (such as selling parts). It has been almost 6 months and Robert has not canceled the order and First Extended flat out refuses to help me. I paid almost $3000 for my warranty and I don’t appreciate how I have been treated.

I pointed out that it clearly states that power trunk releases are covered. The person I was speaking with could only repeat to me that "the wording on the claim states a power liftgate motor and that is not a motor for trunk release." I understand that it's not physically the exact same part, it does however provide the same function and the contract does not state that on vehicles with no trunk, liftgate motors are excluded - so why is it not covered?? When I asked to speak to someone else I was told that all I could do was call another number for Portfolio Protection. These are 2 different companies completely??

When I asked the First Extended service rep this I was completely ignored. I'm still confused about that and if that is the case... why were we told to waste our time dealing with someone that can do nothing more than read my contact to me? She said she couldn't even send me a copy of it, that I have to contact the Portfolio place. I really feel like this is something the dealership selling this should have provided. While this repair seems relatively inexpensive (about $400) it should be covered by the warranty. DO NOT WASTE YOUR TIME AND MONEY WITH THESE SCAMMERS!

First Extended advised the mechanic that they were reviewing my policy and it was in review to decide if they were going to approve the work or drop my coverage and return my money that I paid for the policy. The work was finally approved after 12 days and me having to supply all of my service records including receipts for all my oil changes. One month later I had to bring the truck in again for warranty work. This time to a new shop and the estimated cost was $3500.00. After 6 days of pending approval by First Extended they requested all of my service records again.

I spoke to a customer services rep. and advised him that one month ago I gave them all of those records. He told me that I need to send them all again because it was a new claim. I explained to him that unfortunately I did not save those records and it would again take me a few days to backtrack again and find all of those records. I explained several times that they have the records from 1 month ago. He told me that he understands and that he was looking at the records that I email them 1 month ago but since it was a new claim I needed to send them all again. I asked him to email me the form he stated he was looking at so that I could just turn around and email back to him since nothing changed in the month since my last claim.

He stated that he could not do that. I asked to speak to a supervisor and he told me that he was not able to let me speak to a supervisor since he was the rep I was talking to. I asked to speak to someone in the claims department. He again told me that he was the only person that I was going to be able to talk to. I told him that I will not be sending them a copy of all the service records since they had them from 1 month prior and that they were just making me jump through hoops. I then hung up the phone. My mechanic was able to speak to a supervisor at First Extended and after 7 days the claim was finally approved.

She was really rude. How can a company take money for a service that was never used. This company needs to be investigated and everyone that they have cheated out of money should be refunded every penny. Now I have to pay for a car and a transmission. Stay away from companies like First Extended Service. They are sorry in my opinion they need to be banned from selling such phony warranties.

The dealership that offers this warranty (DEACON'S Chrysler Dodge in Mayfield OHIO) has to know this company is a scam and yet they sold us this $4000 dollar added warranty to our car payments knowing First Extended does not honor their contract on listed parts!! If a contract says for instance it covers brake work like backing plates, calipers self adjusters, brake lines, springs, and DEACON'S service garage says I need new rotors because the self adjusters are sticking, how can First Extended say they will not cover ANY brake repair because brake pads are self maintenance? It was the rotors and self adjusters that need fixed! The brake pads wore down because the COVERED self adjusters were sticking and caused my rotors to warp. This is just ONE of MANY play on words this company uses to not cover what they put on the contract that says it's covered.

Another one was a broken strut that says right on the contract it's covered but they refused to cover it because they said the coil around the strut was the broken part and that wasn't covered yet, it all comes together from the factory in ONE PIECE. It's mind blowing that this company is still in business and hasn't been shut down. Especially after reading I am just another complaint to a list of complaints a mile long. I will never deal with any of these scam artist companies again. Be warned!! Stay away!!!

Even the finance people at Dorsch didn't understand why they declined coverage but couldn't help me because I wasn't at their facility. Which is 1100 miles away, not just a day trip to get the service I paid for. Started dealing with the company around 9:00 am and they told me after 4:30 pm that the normal process to approve repairs can take up to 48 hours. Funny the contract doesn't say that. It also doesn't say they can jerk you and the repair facility around, but rest assured they will.

Finally got a hold of an associate today named Cam, extremely rude, probably the worst customer service I have ever experienced. He told me I have no idea what I'm talking about and it's not his fault that I don't understand. I will be reporting them to bbb as well as having my attorney look at my contract. I wouldn't recommend this company to my worst enemy!!!

"Oh well we offer a rental car service, but it's a maximum of 5 days, 150.00 per claim, IF APPROVED. So you have a car to drive for the first week. You pay though and we will reimburse you. That process takes a month minimum." I am totally disgusted with this company and STRONGLY recommend they be investigated. I will NEVER buy another car from a car lot that sells their plans. Don't even get me started on the first time. 3 months I waited and had to have the vehicle towed to another service center because they did not want to pay the dealer rates AFTER I was specifically given permission to take my vehicle there in the first place.

Horrible customer service on top of it all. You could just record them and play it back and you wouldn't know the difference. No way to get in contact with anyone above the call center because they tell you the manager is busy and will have to call you back. I have never spoken to a manager in the 8 different times I have tried. Again, this company needs to be seriously investigated and someone other than an answering service needs to be held accountable.

Three weeks later, I'm still waiting for the claim to be approved - now by upper management. BTW - they never came back to photograph the radiator leak or look at it. The part has been on location since day one. The cost of the part and labor is $1000. Really - three weeks to be approved along with several stories and lies. Worst company I have ever dealt with and I will be initiating a complaint with the Dept. of Consumer affairs - Ins. Claims Division.

Within 24 hours noise is back and car is undrivable. I get it towed from my house to my guy. This time he calls extended again and asks them to come and look again. Extended tells them to send it to Nissan smithtown. Nissan tells me the motor is blown. I ask how we went from a timing chain to a blown motor. No answer for that. That is still a mystery. Then Nissan tells me they see sludge in the engine. I tell them the oil is changed regularly and several times I used synthetic. I also explain that I drive this car to work mainly.

I live 4-5 miles from my office. On several occasion the heat is not hot when I get to my office and when I get home. That is how short of drive it is. I also explain that sludge can be caused by oil not getting up to temperature. Which I believe is the case here. Nissan and First Extended want oil change receipts. I explained that I did not keep those but my mechanic has them. My mechanic calls me and states he lost info in his computer and do I have or have I kept a log. I did, but it only has dates, no mileage. I give it to him and he writes up oil change receipts sends them to Nissan. First Extended will not approve the repair because of insufficient maintenance records. I explain the situation. Both the beginning and up to now. They could care less.

I ask First extended how they can explain - I first have timing chain issue, then a blown motor, and that the motor is not covered because of maintenance records? I was told I have insufficient records. I say, "Look I have a 2010 nissan Rogue with 67K miles on it and the oil was changed just as often as the Maxima. There is nothing wrong with the Rogue. Then I say don't they find it odd that 6 year old car, (and the maxima was recalled in 2009 for timing chain issues), with 50K miles on it with a blown motor sounds as though the manufacturer could be at fault. They would not answer. They just keep telling me my maintenance records are insufficient. They won't even entertain the log.

And Nissan tells me while all this is going on, "It looks like your oil was just changed." And I said, "YES IT WAS." Just like I do when the date or mileage on the little sticker on my window from my mechanic tells me to get the oil change. Even I am missing 1,2,3, records of an oil change. There is no way driving 8 miles a day would blow a motor. If they do not want to approve the repair I want ALL of my money back for my warranty. But what I would really like is for them to repair my car. Which I believe was damaged by a faulty timing chain, which all should be covered under warranty. It is not as though I am not able to prove oil changes. It is because they do not want to believe my mechanic. Whom I have taken every car I have owned in the last 20 years to. Who changes my oil every 3-5k miles, religiously. I have NEVER missed an oil change. Never.

They said that the repair would not be covered because the parts being suggested were not necessary and just "upgrades". I asked to speak to a supervisor to discuss the claim, was transferred to a voicemail and left messages on 3 different occasions with no answer. Called again, asked to speak to a supervisor again, and was told I couldn't that there was no need to and was hung up on. Called again, stating that as a policy holder I was entitled to speak to a supervisor, and they finally transferred me.

Tried talking to the supervisor but was told that despite the service center and manufacturer's reports they weren't covering the repairs, and if I wanted to I could talk to the service center again, and call the company back. Called the service center again, got details again on the repairs and parts needed. Called the company again to give the info from the service center, and was asked why I was calling since they have already settled this claim. Explained that I had spoken to a supervisor and this was what I was told to do. Asked to get transferred to a supervisor, get transferred to voice mail again! Called back, hung up on!

Called Fiat, and asked them to speak to the company to explain the necessary parts and repairs. Fiat graciously did, and again a refusal to cover the repairs. So... 2 weeks and 2 days later my car is still sitting at the service center and no repairs have even been started. What a waste of $1200 spent on this useless warranty. Save your money folks - First Extended Service is just plain awful!!!

So after the wheel hubs were ordered and arrived I was put in a rental while repairs were made. Luckily the dealer was able to include it on the claim so I was not out of pocket for the rental. Every time I called the agents were very helpful. So after it was all said and done 7 days from start to finish I was back on the road in my vehicle. Longest wait was for parts to come in. In total 1900 worth of work cost me 180 after charges for fluids, taxes on rental, and deductible.

I understand my experience is not shared by many on here, but I was never rude to the agents. I didn't scream into the phone about what they needed to do. I honestly believe that because I was more than 40 miles from the dealer I bought it from made the biggest difference. If I would have gone through my original dealer and his network of mechanics more issues would have come up. So I got lucky in my experience, treated the customer service agents with a little respect and got my repair done quickly and under budget. I'm hoping I don't need to do this again, but I won't have my guard up as much as when I first started the process.