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Complaint Details
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Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a rim and tire warranty and the dealership didnt register the warranty until after i called them to tell them it wasnt registered. I had called the warranty company to find out my options because i was in a car accident and the car was a complete loss. Then i found out the warranty was registered 2/7/24 and my car accident was 2/1/24. The car and warranty were purchased in August 2023. Owner refuses to own up and continues to lie.
Business response
04/24/2024
We have reviewed the letter we received regarding the above matter. When ************** purchased her vehicle (8/19/2023), she also purchased a tire and wheel warranty. This warranty contract was provided to ************** at the date of purchase and was signed by her. As explained to ************** at the date of purchase, the second page of this contract (attached), under "Cancellation Procedures", outlines the fact that this contract is only cancellable if cancellation is received within 30 days of the "Agreement Sale Date" (August 19, 2023).
After an unfortunate accident on 2/1/24, ************** called to inform us that she wished to cancel the warranty contract. Our sales representative explained to her at that time that this contract became non-cancellable 30 days after the purchase date noted above. Within the dialogue of her complaint, ************** claims to have found out that the warrant was registered on 2/7/24. I am unsure as to where she may have received this information but is not accurate. After her purchase of the warranty contract in August, we submitted her warranty to the warranty company, Revelos, and remitted payment for this as in August 2023. To support this, please see the attached document "************************* Remits". This is the journal entry made in our accounting software showing the check amount of $46,250 and each car (vin included in detail) that we remitted warranty contracts for associated with that payment. You will see the vin for the car that ************** purchased on page 5 outlined in red. In further support, please see the attached document "BMO Bank Statement sept" which shows the date (9/11/2023) that this check cleared our bank.
As you can see, the warranty contract that ************** purchased was in effect after purchase and because we did not receive a request for cancellation with the 30 day cancellation window, we can no longer cancel this policy. We tried to explain this to **************, but were unfortunately unsuccessful.
Business response
04/25/2024
We have reviewed the letter we received regarding the above matter. When ************** purchased her vehicle (8/19/2023), she also purchased a tire and wheel warranty. This warranty contract was provided to ************** at the date of purchase and was signed by her. As explained to ************** at the date of purchase, the second page of this contract (attached), under "Cancellation Procedures", outlines the fact that this contract is only cancellable if cancellation is received within 30 days of the "Agreement Sale Date" (August 19, 2023).
After an unfortunate accident on 2/1/24, ************** called to inform us that she wished to cancel the warranty contract. Our sales representative explained to her at that time that this contract became non-cancellable 30 days after the purchase date noted above. Within the dialogue of her complaint, ************** claims to have found out that the warrant was registered on 2/7/24. I am unsure as to where she may have received this information but is not accurate. After her purchase of the warranty contract in August, we submitted her warranty to the warranty company, Revelos, and remitted payment for this as in August 2023. To support this, please see the attached document "************************* Remits". This is the journal entry made in our accounting software showing the check amount of $46,250 and each car (vin included in detail) that we remitted warranty contracts for associated with that payment. You will see the vin for the car that ************** purchased on page 5 outlined in red. In further support, please see the attached document "BMO Bank Statement sept" which shows the date (9/11/2023) that this check cleared our bank.
As you can see, the warranty contract that ************** purchased was in effect after purchase and because we did not receive a request for cancellation with the 30 day cancellation window, we can no longer cancel this policy. We tried to explain this to **************, but were unfortunately unsuccessful.
Customer response
04/25/2024
Hello, i know the warranty wasnt registered until 2/7/24 because i called the warranty company. They could never find me in the system until 2/7/24. Which means since i paid for the warranty in Aug and it wasnt registered that is fraud.Customer response
04/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hello, i know the warranty wasnt registered until 2/7/24 because i called the warranty company. They could never find me in the system until 2/7/24. Which means since i paid for the warranty in Aug and it wasnt registered that is fraud.
Regards,
***************************Customer response
04/26/2024
They showed you the car transaction. I purchased the warranty separately on my credit card for *******. It was a week later. Or so.Initial Complaint
05/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Recently traded a vehicle from this dealership which had a extended warranty purchased from this dealership. The extended warranty has many miles left and years still in affect. I have called dealership on many occasions to get a refund on purchased warranty they will not return my calls to initiate the paperwork to get the refund.Initial Complaint
01/10/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Seller misrepresented vehicle as being in excellent condition with no known issues.Upon receipt of vehicle it was found to have a damaged side camera, damaged windshield, damaged windshield trim, defective brake pads and brake system, multiple computer errors, visible error notifications on dash, & cracked timing case.Seller refused to pay for repairs totaling over $13,000 instead offered a check for $500 claiming car is in good condition considering its used.Initial Complaint
11/11/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchase a 2011 Cadillac SRX black on 10/5/21 with Coast to Coast Dealership in ************************. Car was delivered on 10/11/21. Driver unloaded the car onto the street. I started up the car and notice the engine and axle light was on. I turned off the engine and restart the car. The engine and axle light was still on. I took pictures of the dash board inside the car. I tried to make an appointment with *************************** dealership on 10/13/21. ****************** was backed up, so I got an appt on 10/25/21. ************************* from ********* informed me that the vehicle will not pass inspection. He informed me that the car has a stretched timing chain, rear differential pump failure, sticking valve internally, and differential also had a major leak. The car also had a recall on rear toe links. On 10/28/21 spoke to ***************** the General Manager about the problems the car had and that it will not pass inspection. I let him know that I did receive the title. I sent him the invoice through email listing all the problems. ***************** then asked why did I take the car to a Cadillac Dealership. He then said he will return my call to see what can be done with the car. I called him back on 10/29/21 at 12:00 pm to ask about repairing the car, so it can pass inspection. I was told by **** ** was with a client and he will call me back. On 11/1/21 left a message to return my call. Called back at 1:30 pm spoke to a Odai. Odai said he will have ** to call me. On 11/8/21 spoke to Odai about paying for the work on the car to pass inspection. He advise me that they can only give me $300 dollars for more than $2500 worth of work to get the car to pass inspection. He then informed me that they sold the car for a friend and they really didn't do a lot of work on the car due to selling it for a friend of there's. He stated he has the inspection paperwork that says the car did pass inspection. I asked him to email me the copy of the inspection. He stated he has to find it.
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