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Complaint Details
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Initial Complaint
05/16/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 11/3/2021 I purchased a vehicle from Marina Mitsubishi The sales person told me that the Advantage Care Wrap was a condition of the loan and the finance person Cory would not let us sign the paperwork without taking the Advantage Care Wrap. After signing, I called ****** finance and they told me that the warranty was not a condition of my loan that the sales person lied. On 11/22/21 I signed paperwork to cancel the warranty with the sales person Tom and the finance person Cory. Advantage Care Wrap does show that they cancelled my policy on 11/22/21 and they send the $3200 to Marina Mitsubishi. Marina Mitsubishi was supposed to send the $3200 to either ****** finance, or myself. Marina MItsubishi has not sent the $3200 to either one of us. The Advantage Car Wrap was purchased and cancelled through ********** ****** ********* Phone number: 855-292-9309 Marina Mitsubishi is either holding my $3200 or the finance person stole it.Business response
05/17/2022
To whom it may concern:Spoke to ****** today (Tuesday 5/17/22) Explained I needed a copy of her coupon stub with account number and address to send payment to ****** the lender. Also apologized for any delays explaining by NYS banking laws we have to refund the lender first and then if there was anything do back to the customer the lender will repay. ****** was emailing me at ****************************** the stub to complete the refund to the lender. As soon as I receive it this refund will be completed.Let me know if I can be of any further assistance.Thanks & Best! Lucas R****General Sales ManagerMarina Auto GroupBusiness response
05/18/2022
******,To whom it may concern,******, should receive two separate deposit notifications to your ****** account. To expedite the process we called in two payments. One of $3000 and the other of the $200. This is what ****** would accept. We do apologize for any delays. However the delays were not under our control. Based on the lenders lack of communication to us the dealer, in not being able to give us a customers account number, and no response from the customers based on numerous phone calls. Unfortunately we were limited and restricted on the sub prime lenders we could use do to the customers bankruptcy. The terms of the contract including the warranty had all been explained upfront, agreed to by the customer and the trustee then signed for. Marina Auto Group has done everything available to us in as expedient manor as possible. The warranty refund has been processed to the lender and will come off the loan balance as per NYS law for refunds on open loans. If anything else is needed please feel to reach out to me directly. Sincerely,Lucas R**** General Sales Manager Marina Auto GroupCustomer response
05/20/2022
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Regards, ****** ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.