Final Update: Warranty was refunded after 2 months of - Justin W
Final Update: Warranty was refunded after 2 months of back and forth. There was a ton of miscommunication which I relayed back to the dealership General Manager. Although I appreciate them assisting (and Sales never giving us an issue), the Finance team is still extremely lacking in their communication and ethics, so it is hard to recommend a purchase until they clean-up on their end.
Wife and I purchased a car at the beginning of November, and although we had no issues with sales, the finance department has been awful. We were pressured into an extended warranty, and with our doubts, confirmed that there was a cancellation period (60 days) and were assured it was an easy process.
Two days after purchase, and further reading the requirements needed for a warranty claim to be honored, we decided to cancel. We called the dealership multiple times and left messages with the finance department. The next day, we spoke to the receptionist who acted surprised that there had been no answer, as she stated the other day was not busy at all - we then asked to leave a message for the finance manager.
With no further response, my wife proceeded to drive across town 5 days after the car purchase to talk to someone in person. When she arrived, one of the two finance folks were in the office, and because the present financial person did not help us with the sale, we'd have to wait. Ryan Crowder was left a message from his associate, and we heard no call back. We repeatedly called the following week with no response. Finally on the second week, we received an email back from Ryan about our desire to cancel. We filled out the required paperwork and odometer reading proof same day, and asked for an estimate on cancellation timing.
Six to eight weeks to cancel a warranty, after we had signed out an intent to cancel nearly right after purchase. The contracts are airtight and state that cancellation can be completed for a full refund within 60 days, but the finance department is intentionally delaying the process. This is BEYOND ridiculous and fraudulent business practice. We have reported this case to the Texas DMV and intend to raise further concerns to the DeMontrond CCO and general managers.
Update: we spoke with a general manager today to escalate this, and they gave us the run around that it could take 90 DAYS on their end to have the warranty cancelled. Talk about moving the goalposts and lying to sell any car.
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