Empire Auto Protect Reviews

When I had to use it and took my vehicle in, there were some things that had to do with my emission. It needed an exhaust manifold reseal. The gasket went bad. The vehicle has 85,000 miles. It wasn't covered under the government's warranty. So, being it was presented to me as a bumper-to-bumper type coverage, I expected that it would cover that. It didn't. It's a big job. It's $4,000. Luckily, I found another mechanic shop that I dropped it off to on Friday to do that job. But when they covered, they covered the control arm and the bushings.

The only issue that I had with that was I expected to pay my $100 deductible. But they do not pay for taxes. So, the dealership and them went back and forth. "We don't pay for taxes," is what the dealership said. And Empire Auto Protect said, "We don't pay for taxes." Who's left to pay for the taxes? That would be me. So, it ended up costing me more than my $100 deductible for a covered service or repair. Other than that, the warranty is affordable. At least my car was covered and the repair that they paid off for the control arm was a substantial repair by itself for that control arm. So, I was appreciative. And I understand every warranty place out there has those exclusions. I just wish that it's clearly outlined on their contract.

They are a bad warranty. Do not go through them. They pay based on what the vehicle is worth because when we called to ask about it that’s what the lady told us and then she says, "It was all in the package sent to you," and we told her we never received a package. She said, "Well we sent it to this address," and we were like that is not our address like it was all a set up. Please do not go through Empire. Don’t get screwed like we did. Do your research.

After multiple attempts via email and phone calls to reverse the rejected claim, I was told that it was considered a worn part even though it is specifically mentioned as covered on their Titanium policy line 14. I kept writing and calling them and eventually I was told that my policy had been cancelled and a refund was processed on April 18th, 2023. I kept requesting proof of the refund to no response and to this day, October 31st, 2023, I have not received the credit which amounts to $2,900.00 (I have all the documentation that I gladly would provide). I also found out from the CA Department of Insurance that they are not licensed to sell in the State of California.

Two months go by and I receive a message that the payment did not go through and my policy would be cancelled. I called to confirm the card on file and they ran the payment over the phone without issue. One month later, I receive another notification that the payment did not go through and the policy again was at risk of cancellation. I called and again had them confirm the credit card info and run the payment. It processed successfully while on the phone. The billing side of things is a bit of a nuisance, but nothing compared to what happens next.

I take my vehicle in for a minor repair that should be fully covered by the warranty. After two weeks, waiting for a response, the repair shop tells me that the coverage will take care of about 25% of the costs (not 100% as was promised by Eric). I called to clear this up and speak with customer service at Empire Auto Protect and from the moment the person answers the phone (he says his name is Jake), the lack of common courtesy and respect has been nothing short of appalling. He won't give me his name or connect me with a manager.

He stated that I'm lucky they are willing to cover anything and I should be happy with the $500 they offered. He then tells me that due to my payment being late, they have now modified my coverage and the limit was reduced from $12,500 down to $500 and this is what I can expect going forward. He continues to reiterate late payments, which I can clearly see were charged on my bank statement. When I referenced the payments, the dates, and asked to speak with the manager or someone who can help, he stated that the administrator and finance company are the ones who made this change and then directed me to speak with "the bank", EFS Companies.

I call EFS companies and spoke with someone who was kind and reviewed the account with me. She told me that even if payments were late, they cannot modify the agreement and reduce the coverage. She recommended I contact the warranty company, Omega Auto Care, as Empire sells policies through Omega and finances them through EFS. I called Omega Auto Care and spoke with one of their representatives and shared my experience up to this point. He pulled up my contract and policy and stated that my policy has always been what it is today and that they certainly don't change it, even if there is a late payment. The policy I have covers 50% of the costs, up to $500.00. This is not the 100% of the costs, up to $12,500 that was represented by Eric ** and Empire Auto Protect.

Empire Auto Protect clearly misrepresented what they were offering. As I contact the organization for clarity and understanding, they are rude, chastising, they blame others (the customer (me), the bank (EFS), the administrator(Omega)), and rather than admit they misrepresented from the beginning, they state that the agreement has been modified, due to a late payment (again... I have auto-pay). I really hope this is seen by others who are considering whether or not to purchase through Empire Auto Protect. I had a few companies I was comparing, but the offer Eric made to me (the misrepresentation) sounded like the best value.

I am now out several hours, my vehicle has been in the shop for over a month for something minor, and the people at Empire Auto Protect are unwilling to make it right. Rather than following through on their commitment and agreement, they ask if I'd like to cancel. I would prefer to have them fulfill their commitment and honor the agreement we made, as I am willing to continue to fulfill my end of the agreement. There is so much more I can share, but this has been an absolutely terrible experience.

Original Review: They sell a product that isn't what they say it is, they sugarcoat it and when it came down to making a claim for the extended warranty they offered they make it such a hassle!! Do not recommend!!!! They stated if I wasn't happy I could get a refund, I didn't even use their service and they only offered me 1100 of the 2500 the plan cost!!! That's ridiculous for something I didn't even use and they stated I would get a refund if I wasn't happy!!!