Ourisman Chevrolet of Bowie

I purchased a 2011 Chevy Traverse from Ourisman Chevy of Bowie on 7/18/2010 and on 6/20/13 I traded in that Traverse when I purchased a new vehicle. On 6/24/13 I contacted Ourisman in regards to getting rei Bowie on 7/18/2010 and on 6/20/13 I traded in that Traverse when I purchased a new vehicle. On 6/24/13 I contacted Ourisman in regards to getting reimbursed for time left on Service Contract and Road Hazard Warranties. I spoke with on gentleman who told me what documents I needed to send him so I asked for an email address so that I could scan the documents and email them to him. He stated that he was busy and couldn’t give me his email address and to fax them to him which I did on 6/24/13 @ 11:49am and received confirmation that the fax was complete. I then attempted to call several times leaving messages with no return call for 2 days. Finally I spoke with them and he confirmed that he received my fax and that he would fax over the documents I needed to sign in order to be refunded. After hours and days of them saying they faxed it and the fax never coming through (problem with Ourisman's fax machine) I finally asked them to mail them to me. I was told that after they receive the signed documents back it would take 3-4 weeks for us to receive the refund. After a week of not receiving the mailed documents I left a message with Irene McGlone the general manager at Ourisman who returned my call the next day and stated she would have them mail it out right away. After another week of not receiving the mailed documents (7/9/13) I contacted Chevy Customer Assistant Center and spoke with Steve via chat on Chevy.com website and filed a claim Steve then contacted the dealer and spoke with Glen Scott and Irene McGlone and they told him that they put it in the mail that day. Finally on 7/13/13 we received the documents needed and my husband and I signed them and mailed them back certified mail which Ourisman received on 7/15/13 and it was signed by Anna M Yocum. Assuming everything was fine we just waited. Then on 8/1/13, 16 days after all documentation needed by me were received by Ourisman, I received a call from Glen Scott at 17:20pm stating that the faxed documents (that were faxed to them on 6/24/13), were not legible by the Warranty company and that he wanted me to refax fax them, in turn I again asked for an email address which Glen gave me. On 8/2/13 All documents, again, were sent to Glen Scott and Irene McGlone via email. I received and email back From Glen saying "thank you". Here it is 8/7/13 and still nothing, no word on the progress or anything. I contacted Chevy Customer Assistant Center on 8/2/13 and chatted with LeAundre who was going to forward our conversation that day to Steve the original rep who helped me. Then I contacted Chevy Customer Assistant Center again today 8/7/13 and chatted with Steve to make sure he received the conversation from 8/2/13 and to express my dissatisfaction with Ourisman Chevy. Steve was going to attempt to reach Mr. Scott that day (8/7/13) and call me back with any updates. Finally on 8/8/13 I received a message and an email from Steve stating that the Ourisman processed all documents on 8/5/13 and it would take 2-3 weeks for our refund and that Ourisman stated "they are sorry for what happened". Really that’s it. Irene McGlone the GM or Glen Scott the finance mgr cant call me to let me know things were taken care of?? I would think if a dealer received a complaint to the customer assistance center that the GM would want to call the customer to try and rectify the situation. So again on 8/8/13 I left a voicemail for Steve the Customer Assistance Rep stating I was not happy with the outcome and received no return call. On 8/13/13 I went back on the Chevy.com website to chat with a customer assistance rep and it so happened that I was connected with Steve and he stated he did receive my message and that the paperwork was processed the previous Monday (8/5/13) and that I will receive my refund in 2-3 weeks. I expressed my dissatisfaction with the outcome again and how I felt that Ourisman should have cut me a check and overnight it. Steve basically said this is how it is and there is nothing they can do for us and if I am un happy with outcome to contact the dealer. Really I contacted the customer assistance because I was getting nowhere with the dealer. I feel that this is all on Ourisman and their poor customer service and that I should be refunded in FULL, in the amount of $2100, for the warranties due to all the hassles and inconveniences that Ourisman has put me through. And I feel that Ourisman should make this happen sooner rather then later. I have had issues with Ourisman ever since I drove off the lot back in 2010 after I signed the contract for the Traverse I purchased. Ourisman came highly recommended to us that is why we drove 45 minutes to an hour from our home in Baltimore to Bowie to purchase from them. Due to the service I received from Ourisman since I purchased the Traverse when I purchased my Chevy Sonic in 2012 I went to a different dealer and then when I was looking to purchase a truck I didn’t even think of Chevy. I would not recommend Ourisman to anyone I know and will never buy from them or any of their associated dealers again. I cant believe that a company as big as GM has no pull on their dealerships and that nothing can be done and that their customer assistance would treat their customers so poorly. Now I am worried if something goes wrong with my Chevy Sonic (which I hope nothing does)that I am going to have more problems with GM. I am thinking of trading it in so that I can be done with Chevy and GM This process has been going on for close to 2 months and I don’t understand why it is such a hard task to complete. I would think it would be as easy as sending our documents to the warranty place and cutting us a check. But it seems we have been jumping through hoops trying to get this accomplished. A complaint was filed with the Better Business Bureau on 8/7/13. **Update 8/27/13 : On 8/26/13 I was contacted by Ms. Anderson, of GM Executive Offices, to discuss my situation. While speaking with Ms. Anderson she advised me since the warranty was not through GM but through a 3rd party warranty company and that I should call the warranty company listed on the warranty documents to see if they received all the proper documentation to process the cancellation. I then contacted Fidelity Warranty Services Inc. to inquire about the cancellation of the warranties and was told that they received the cancellation on 8/20/13, 15 days after Steve from the Customer Assistance Center was told by Glen Scott that it was processed on 8/5/13 in which Steve relayed the message to me. 15 days!! Fidelity Warranty Services told me that the refund would come from Ourisman. I then contacted Glen Scott and questioned him about why I was told the cancellation was processed on 8/5/13 but in reality it was not processed until 8/20/13. Glen said “remember I called you about the documents being illegible and you resent them?” To which I replied that all resubmitted documents were received on 8/2/13 and was told that I was told that all the paperwork was processed on 8/5/13. He said something about all statements are not processed until the 20th of each month. I then asked if I would be receiving the refund in 3-4 weeks from 8/5/13 or 8/20/13, Glen put me on hold and when he came back to the phone he stated that he spoke to accounting and they told him that I would receive my refund in mid September. In shock and disbelief that again I am being screwed around and jumping through more hoops and getting the run around I replied ok and hung up the phone. So after all is said and done it is taking 3 months or more for me to get a refund that could have and should have only taken 3-4 weeks. I don’t know about you but to me this is ridiculous and the poorest customer service. This is the worst customer service I have ever received or heard of. You are a major corporation and I would think that something as easy as cancelling a warranty would not be this difficult and that your customer service would be much better. So since the refund is coming from Ourisman Chevy of Bowie I feel that you should be able to cut a check and overnight it to me. And for the hassle and inconvenience this has caused I feel that I should be given a full refund of the warranties to show that your customers to matter and that you are committed to customer service. 9/6/13 - I received and email from Irene McGlone and Jessica Belcher stating that in order to receive my refund they now needed the lien release for the Traverse. Really!!! Why was I not made aware of this months ago when I started this whole process. -->The Email from Jessica stated :I apologize this experience has not been a pleasant one. Glenn tried to set up a time for you to come in to sign the cancellation papers at the dealership as it is normally done. Doing so makes the process move more smoothly. We mailed you the paperwork, then followed the proper channels to cancel your contracts. Fidelity has their own process for cancelling contracts. Cancellation refunds are done on their schedule, depending not only on when they received the cancellation paperwork but when they process it. These payments are done monthly, I checked with our accounting office and we have not yet received payment which means it will come to us mid September . You had your warranties for almost 3 years. This is not something we can fully refund. Your reimbursement amount will be decided by Fidelity. In order to cut you a check any sooner we will need documentation that the loan on the 2011 Traverse was satisfied. Appropriate proof would be a letter from the bank stating the loan was satisfied. -->In which my reply was: no appointment was to meet in person was even attempted. The first gentleman I spoke with on June 24th was not Glen and he asked if I could come in to bring the paperwork I then asked if I could email it to them being I live over an hour away and was told to just fax it. Why was I never offered earlier to send in the lien release when I had contacted by phone and email with all the issues we were having?? Ourisman has done nothing to help with this issue or expedite it in any way. All I get is excuses. If fidelity won't refund the full amount then ourisman should cut me a check for the difference. From the sounds of the email from Jessica it sounds like I will not receive the refund in mid Sept like I was told previously. Since you will receive the money from fidelity in mid Sept how long will it take to receive a check?? Can you please give me the name and email address to the owner and or president of ourisman so I may contact him/ her directly. This has been going on 3 months, it is absurd, don't you think?? -->Jessica's response: I would be more than happy to refund you what is due to you but I first would need a loan satisfaction letter or lien release. If I cannot get this the refund will have to go back to the bank. These are not the dealership rules but it would be a requirement by your bank that financed your vehicle. You can fax me the lien release to expedite and send original in mail to me. Our fax number here is (301)262-1846. Please let me know if you are able to fax. Thank you for your business. -->My response: How come I was never told this was needed before now?? I was told they had everything they need for the refund. I will scan it and email it to you Sunday evening as I am out of town for the weekend. Why do you need the original? Isn't that something I should keep for my records?? Just more hoops to jump through. Again this is something I could have had to you 2 months ago. I have not received any further communication from Ourisman. Irene sent part of our email conversation to the BBB not explaining anything on how they planned to resolve this issue. So I did not accept the response to the BBB from Irene and Ourisman and responded with the following: I am rejecting this response because: What Irene didn't tell you is that on 8/27/13 after speaking with the general motors executive offices I was directed to call the insurance company that my warranties were through and after doing so I was told that my cancellation was received on 8/20/13 after I was told by Glen and GM customer service that it was processed on 8/5/13. The insurance company also stated that the refund would come from ourisman. I then called Glen on 8/27/13 and was told that it was processed on the 8/20/13 and that the refund would not be received til mid September, 3 months after this whole process had started. Then I was told on 9/6/13 that they now need another piece of documentation to receive my refund. Why was I not told of this months ago when starting this process??? Then I was informed by someone (who will remain anonymous) that the reason Ourisman is dragging their feet on this is because they have to pay a fee for canceled warranties and are most likely hoping that I will forget about the issue. Well I am not forgetting about it. I feel that Ourisman should reimburse for the difference of the warranty not refunded by the cancellation. Irene is the GM and VP of Ourisman and has not taken the time to even call me or try to rectify the situation. She has just passed my emails on to other people and I just keep getting the runaround. This is complete disrespect from Ourisman and the worse customer service I have ever received. I would love to be able to talk to the owner of this Dealership, Bobby Ourisman, but am unable to locate any contact information for him. I have asked Ourisman for this information but they have not given it to me. I would not recommend this dealer to anyone!!! and will never buy another GM vehicle!! More