ComplaintsforLoyalty Volkswagen

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is that the car has a recall for a roof problem because is leaking water when it rains. I missed the deadline last year and the reason I missed the deadline was because my husband passed away a year ago and realistic was unexpectedly dead after surgery that changed our lives. The car has ****** miles and by house should go up to ****** to has the warranty by the dealer. My daughter is using the car because that was our gift for her to go to College, again the problem is when it rains the water gets inside the car and the glasses get foggy inside the car because of the humidity. If people buy cars and they have a recall the dealer or company should take care of the manufacture damage.

  

  Business response

  02/13/2024

  We are sorry for your loss.   We have not seen this vehicle since May of 2019.  Based on the Carfax information, it looks like it is being serviced in *******, **(about 2 hours away from **).  She can call Volkswagen ************* to see if they will extend the coverage on the 2015 Volkswagen Golf based on his/her individual circumstance.  The number is ************.  Let us know if we can be of any more assistance.  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had my car rolled in to loyalty Volkswagen dealer ship to be repaired for over heating and oil leak When its time for me to pick up the car they informed me that my car was fix and ready to go. When I got home my car began to overheat and the oil light came on with other lights that never happened before taking it to the shop.

  

  Business response

  01/19/2024

  We serviced his **** Volkswagen Golf on November 1st, 2023.  We invited him back in to relook at it.  We have not heard from him since.  The offer still stands.  We will look at his complaint and see if his issue is due to our workmanship or failure of the parts that were put on it. Please have him reach out to our Service manager.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled a 60k service for my car. I opted for the factory recommended services shown on the scheduling web site. What was performed was the ** care. I didnt want the oil cleaning service or the cabin filter change. There were other issues with the car (split serpentine belt, poorly worn tires) that were noted on email I received. I tried to authorize service but the system wasnt working and the phone number- no one answered. When my wife picked up the car she was not told of any of the issues or additional services performed. She paid and left. I noticed after of the extra fees and finally was able to speak to the service manager about why my wife wasnt told of the tires and belt. The invoice incorrectly indicates that some services were declined. My main issue is the two services that I did not want. I left a review and a compliant through ** customer care who researches and sent it to the dealership to address. That has not happened. I have copies of the invoices, web page describing the service and the video report of the car inspection.

  

  Business response

  10/28/2023

  Spoke with Customer. We apologized for the lack of communication.  We came to agreement to do a wheel alignment on his next service free of charge. 

   

  Customer response

  10/28/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased extended warranties from AUL and NAC through the dealership on false pretense that we could use it where we live in July 2023. 2 weeks later After having issues with the vehicle and no one in our area accepting the warranty we went to the dealership to cancel the warranties. We signed the papers to cancel the warranties and the manager stated the money will go back onto the auto loan. I called every week (no one would return my call) and came to the dealership in person for a status (no one could help) In September I called the extended warranty companies on my own and come to find out the dealership never cancelled the warranties, I filled out paperwork and submitted the cancellations myself in September. It is now almost November and still no refund onto the loan. I called the loan companies, and they have stated the policies are cancelled and I was informed that our refund comes from the dealership. I have tried calling the dealership multiple times once again and no one will return my phone call. The dealership owes me almost $7,000 that is to be issued by check or onto the auto loan. According to both extended warranty companies they already refunded the dealership and its up to the dealership to refund me or the financial institution which they've done neither. Below are attached the original cancellation letters we gave the dealership on the day we singed the cancellations in person. And the cancellation confirmations from the warranty companies.

  

  Business response

  11/10/2023

  We do apologize for the amount of time the cancellation has taken.  I have left a message for ************** to call us back.  The checks were deposited by the lienholder on October 26th and those checks cleared our bank on October 31st.  I asked ************** to please confirm this and call us back.

  Customer response

  11/11/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday, Aug. 1, 2023 I had my 2019 VW Atlas towed to Loyalty VW because the brake system on the vehicle was locked up in my driveway and there was no way to move it. My husband spoke with **** in the service department and was told they would not be able to look at it until the next day. We asked about a rental car and was told if the problem was covered under the warranty, it would qualify for a rental. We did not hear back from anyone at Loyalty until Friday, August 4th, when *** from the service area called to advise my vehicle's brake problem had been repaired but there was a problem. Loyalty had to call a tow truck to move my vehicle from the back of the lot to the service bay to fix the brake problem. Upon moving the vehicle, the tow company Loyalty had contracted dropped my vehicle on the front/nose, damaging the bumper, fender, radiator bracket and other parts and they were now waiting for parts to repair the damage the tow company caused. I asked for a rental to be told one was not available and had push to get a loaner. I was given a small ****** on Saturday and had to later ask for a larger, comparable car to mine, so that I could go on a previously planned and paid for vacation. I also spoke with the Service Manager, ***************** to ask what Loyalty was going to do about compensation for the devaluation of my vehicle that was wrecked when I just brought it in for a brake problem. I was told they were repairing the vehicle and if I wanted compensation, I needed to get it from the tow company they hired who caused the damage. I explained I entrusted my vehicle to Loyalty and they were responsible for any damages. If they wanted to get compensated, they needed to go to the tow company, I was looking to Loyalty to make this right, since I had entrusted the vehicle to them. I was told that was not going to happen, if I wanted compensation, I had to take it up with tow company who I had not had any previous contact with.

  

  Business response

  08/31/2023

  We apologize for the not having a comparable vehicle for you at the time.  We agree that you entrusted your vehicle with us and we should not have said for you to go to the *********** to get compensated.  You said your vehicle's value has been diminished.  Please provide us with the amount you have and provide proof of calculation and we will take that to the *********** to get you compensated. We have $0 on our end, because when our sales department appraised your vehicle they came to the conclusion based on the severity of the accident and that the vehicle was repaired using OEM parts instead of Aftermarket parts that the vehicle would be appraised without any deductions. Again, we do apologize for the inconvenience this has caused you.

  Customer response

  08/31/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I was advised by the Loyalty Service Manager that they had appraised my vehicle; however, nothing was provided to me.  Again, Loyalty states they did an appraisal and have determined no money is owed. I would like a copy of their assessment and substantiation showing after market parts were not used and therefore, a detailed summary of how it does not diminish the value, to use as comparable to any assessment I obtain. ]

  
  Regards,
  
  ***************************
  
  
  
  

  
  

  

  Business response

  08/31/2023

  Absolutely, we will email the requested documentation, because the documentation you requested has your private information on it.  We will use the email we have on file.  If for some reason we do not have it.  We will reach out to you to get email address.  Thank you.

  Customer response

  09/01/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Loyalty provided KBB valuation of vehicle in Excellent Condition (not taking the damage from the accident at their hands).  They also provided auction comparisons of a vehicle in Excellent Condition (no body or paint damage) because they state they used factory parts and did repairs.  Loyalty also provide their own valuation/purchase voucher for an amount higher than KBBs Excellent Condition. However, I am not in the market to sell my vehicle at this time and would not sell or buy at Loyalty in the future.
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our truck from Loyalty VW last August 2022. It was a very pleasant experience with sales and finance. That being said, after leaving the dealership thinking it was all finalized, I was then contacted by your Finance Manager *******************-Homme that he needed to come to *************** to have me resign everything that it did not go through. Very frustrating, I met with him at my job and resigned everything, in the same day I got a call from him asking me to tell ******************* if they called that I would float at work to ********************** Which I ABSOLUTELY do not. My information given when applying for the loan advised my employment as *************** **. I was then advised if I did not, they do not do loans for anyone out of the Chesterfield area and I would be denied financing. Well at this point it was not my problem I would not lie nor commit loan fraud. I was never contacted by ******. Fast forward to the knocking in the truck we started hearing in the motor. We contacted the service department and were advised to take it to ******** dealer, and they would check it over. We were sold an AUL extended warranty even though the dealer advertises and told us we had lifetime loyalties including powertrain, also all over thier website. Even with this we are expected to use extended warranty paying a $100 deductible. The vehicle was taken February 22nd- March 6th to *************. We were advised to use **************** the vehicle that does not call for it and that it should help quiet it and nothing else found. The truck started having a loader knock call Volkswagen spoke to Service again and was advised to take it to anywhere close to us it should fall under Warranty. *** also told us the same thing and said calling for approval was not necessary. It was taken to ****'s Automotive in *************** 4/13/23. We were advised from Troys there was metal shavings in the oil filter , possibly blown motor, definitely top end damage maybe low end.

  

  Business response

  07/20/2023

  We do apologize for their situation.  We tried to call ****************** to see if they would reimburse her for rental since this is a back ordered part from them.  The Loyalty Lifetime warranty is covering their Engine.  We have no control nor could foresee that this engine would be on back order.  When we did call **** they stated that the engine was ordered on May 12th, 2023 and that Richmond **** put an escalation on that part on July 10th.  ****** from ****************** who is their customer experience specialist states those engines are taking ****** days from original date of order.  We then asked ****************** if they would make an exception on their case since the **** Covered part is on back order to which they declined.  We wish *********************** would of took a deeper dive into their F-150 and not just recommend ***************** February.  We are glad that ****'s Automotive in *************** diagnosed it properly for them. We wish that **** did not have this engine on back order; because we would not be where we are right now.  We offered to trade them out of their **** F-150 to which they have not replied.  Thank you.

  Customer response

  07/25/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dealer sold me a lemon and has made no resolution to resolve. To offer me to trade in taking on negative equity as they offered to appraise not to buy back, then credit hits, higher payments, more warranty purchases with no guaranteed credit approval etc is an insult. They should buy this lemon back or make this right in some manner. This dealership I thought was reputable but is shady to say the least. We requested owner or higher up from **** info with no resolution. This dealership keeps placing blame on ***** the repair shop, etc instead of accepting responsibility.

  
  Regards,
  
  ***************************
  
  
  
  

  
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold my vehicle to Priority VW on May 3rd. At the time they advised me that they would mail a check to me. I thought it was odd, but went forward. The next day someone reached out to check and ensure I didn't have any questions. I asked them when I should expect the check, they stated two weeks. Again, I thought it was odd, but felt committed to the process, so I let it go. At two weeks I still did not have my check, so I contacted them and they advised they will not send the funds until they get the title, which could be quite some time. I advised them at that point that their title work was not my issue and that if I purchased from them, they would have wanted the funds before they gave me the vehicle. They advised there is nothing they can do to get me my funds. Today is four weeks and still no check. They will not even provide me updates at this point. I guess they think I don't know that they have already sold the vehicle.

  

  Business response

  05/31/2023

  Thank you for bringing this to our attention.  We have paid this vehicle off and still have not received the title from your lienholder.  Normally, it does not take this long to receive a title from a paid lien. If we received your title from your lienholder that day, we would of issued you the funds that day.  I apologize for this inconvenience.  I will contact the lienholder today (05/31/23) to see what the hold up is and see if we can make an exception to the process for you.  Please contact General Manager for any further assistance.

  Customer response

  05/31/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Ultimately there still is no resolution provided here, not even an update. At this point I should not need to contact the general manager. They should be contacting me with an update as soon as one is available. They have already sold it to someone else. They have my cell phone (text) and email. I need my funds now.
  

  Regards,
  
  ***********************
  
  
  
  

  
  

  

  Business response

  07/10/2023

  This was taken care of.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my first car from Loyalty Volkswagen on 1/27/2023, a 2020 ******* Elantra. An hour after signing the paperwork, putting down a down payment of $5,000 and driving the car home the check engine light came on. My father, who co-signed the loan with me called the dealership to advise of the issue and was told to bring the car in the following Wednesday for service. Thursday came and we had not heard anything from the dealership so my father called the service department to be told the transmission was bad. The following week we texted the salesman who sold us the car for an update. He said they had received the quote for the transmission work and the ** was speaking with the service department on an ***. Never heard from anyone so we texted the salesman again and advised of our disappointment with the car and if it was not fixed by Friday I would be by there to return the car. We never received a response from anyone even though the salesman said he had shared all of the messages with the sales manager and **. My father and I returned the car on Friday. The only manager on duty was the Finance Manager who said the ** was in ************* skiing. We advised him to call the ** to let him know we were there to return the car. He called the ** who supposedly said he cannot do anything about us returning the car until Monday. We let the finance manager know that was unacceptable and we need a resolution today. The finance manager tried talking me into keeping the vehicle since the transmission would be covered by warranty, however the transmission they were putting in was refurbished and the *** was another week to week and a half out. I traded the car in with Loyalty Volkswagen which they appraised at $15,175. I owed $15,405 to pay off the loan with the bank so I paid the difference to the dealership. The dealership would not refund my down payment of $5,000. Please help me get my money back so I can buy a car that is safe to drive and reliable.

  

  Business response

  02/22/2023

  Again, we apologize that the transmission failed.  We were standing behind that. We even supplied a Rental vehicle, so you would have something to drive while the transmission was getting repaired. We were at the mercy of the ************************** for the amount of time it was taking.  We communicated many times against you selling the vehicle back to us; since we were replacing the transmission.  We made it very clear that day, if you sell us the vehicle back you will lose the $5000.00 down payment.  We even spoke to your parents who told us "I'll pay my baby back the $5000.00 down payment, just to be done with it."  We offered other vehicles to purchase/exchange that day.  We were responded with "We are no longer interested in purchasing a vehicle from you now or in the future."    We understand the inconvenience and apologize again for the amount of time it was taking. 

  Customer response

  02/22/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We were not offered a rental vehicle, my mother asked for one. She was told by the salesman they dont normally give out loaner vehicles but he would ask the *** The salesman called back and said the ** didnt want to give out a loaner but the salesman explained we had just purchased the car and they should do something so the ** agreed. We were not given options of purchasing another vehicle, that conversation never happened. There was absolutely no communication regarding repairs to the vehicle and how long it would take to fix the car. We are now aware that we are the second person who has returned a vehicle recently to this dealership because of immediate problems after purchasing. My parents said they would pay me back for the down payment because Loyalty made no offer to do so and appraised the vehicle for trade in. They clearly would not have appraised it for an additional $5,000. There was absolutely no compassion shown to me considering this was my first car purchase and total disregard for the time and money me and my family have lost over this.
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/29/2022 I had AAA to come to my home because my 2020 Volkswagen Jetta would not start, so the driver charged my battery up enough to get me to AutoZone I purchased a Battery from autozone and the battery was $222.59 and I had a Core Trade in of $22.00 Refunded. When I notice that the engine light came on, I started heading to the Volkswagen dealership in *******, **. There I explain to the manager/*************************** that I just had a new battery put in, and then the engine light came on. He explains to me that I could not get this battery any place else, only from Volkswagen because it goes by a code, I felt like as a consumer I was being over charged for a battery, the battery that Volkswage charge me for a battery was $515.40 that the Manager stated to me in a conversation between me and an associate that I had on speaker phone. She stated the Battery is too much he stated that the battery is $515.40. But when I received the invoice 3664890/1 from the ************ this Manager had charged me to Installed the Battery was $340.00 which is against the law as a consumer to be quoted one thing and be charged another this is a scam and I am requesting $340.00 for what Loyalty Volkswagen of *******, ** have mislead me into thinking that I was paying for and over charge battery that was quoted to me, only to find out that I was being charged $340.00 for the battery to be installed this complaint needs to go to their ***************** The ************ entire staff heard the conversation and said nothing about the scam this manager took advantage of the situation and should not be there to mislead consumers to over price install services and over charged parts and batteries add on things that is not needed. Plus, I do not know what other damages these individuals have done to my car, which he gave me and Repair Estimate of Diagnostic Time to Discover Fault $495, Brake Fluid Exhange $219.95, Perform ********************** $229.95 this is something that I didn't need I had my car already check for fluid. Loyalty Volkswagen hires these individuals to run a business what no type of monitoring their conduct with customers, I am requesting that your office request that their video camera be released to hear and see what was said on 11/29/2022. I am requesting a refund $340 that I paid, plus I have the old battery I would like to return and get a Core **** IN Refund which ***** mentioned AutoZone told me that I can take the Old Battery back to the dealership, plus my clock was not reset, very, very poor service, then I had to request that my car be brought up, my car was parked on a hill. The ****************** was very rude, individuals were moved and replace to assist me which I notice, the individuals that was placed had a lot of issues that I pick up on and I will not take my car back to that location because I feel that these individuals have a problem with servicing people like me!!!

  

  Business response

  12/17/2022

  We apologize for your experience here.  I have reviewed the Repair order on your visit.  The battery that AutoZone sold you was incorrect.  The battery cost was $****** and the other charges were the diagnostic time to discover why the check engine light came on in the first place.  We did not know AutoZone sold you a wrong battery until we did a diagnostic.  After the diagnostic of why the check engine light came on, we then discovered AutoZone sold you a wrong battery.  Your Jetta needed a AGM battery that needs to be coded to the vehicle to make sure all the electronics and technology works properly. So, the difference of the ****** and ****** which equals $175.40, paid for the Diagnostic time to discover the Fault and to replace and program the battery to your Jetta along with Sales tax.  You stated you have the Battery from AutoZone, which I am sure they will take back and give you a full refund, since they sold you wrong battery.  We do apologize for not resetting your clock after installing and programming your battery.  We do recommend services based on time and mileage to all of our customers.  We noted that you postponed those recommended services on *********** order.  We do this to have accurate notes on your vehicle; for example: what was done and what was not done.  Again, we do apologize for your experience, lack of communication and explanation of your service.   Thank you for bringing this to our attention, so that we can take better care of our customers in the future.

  *******************

  General Manager

  Customer response

  12/20/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****************************************************
  
  
  Dec 20, 2022

  I ****************************************************** reject the offer by Volkswagen General Manager,

  As I stated in my complaint that their service manager stated verbally that the battery itself was $500.  I requested that they view the store video and listen to was said.  The person on my Bluetooth listens in and told me not to pay it.  I don't know if their service manager had a problem with wanting to service my car are not.  But I know that this location has problems with service people like me!!  Loyalty Volkswagen ***** Priority Way ******************., Pre-Invoice dated11/29/2022 R/O Number 3664890/1 is documented Diag1: ........... #1 Tech: ************ (132) -------- ****** Installed 000915105CBDSP: -------1@******  #2- MPI: Perform Multi Point Inspection --------PFL Tec: ************ Performed multi point inspection #3 CPRS: Customer ********************* Services (DECSVC) Maintenance-brake fluid, fuel induction ..... The total bill for that R/O Number 3664890/1, Labor ******, Parts ****** Sales Tax or Tax ID ***** Total Due/Paid ******. What I stated in my complaint is that your service manager stated that the battery itself was ****** my complaint has been ignored completely Is Loyalty Volkswagen given their employees  the right to state unfair prices to car parts to people like me! thinking that they pay are leave without getting the services they need to their car which they have purchase from a dealership with Volkswagen, they have Volkswagen name that deal with all types of people.   I have the old battery that came with the car when I purchase the car which I stated in my complaint I would like to take the old battery back to get a refund of the coil charge when the battery is return when my battery was installed by Loyalty Volkswagen in *******, **.  I need BBB to get an answer from Loyalty Volkswagen of *******, ** in getting my coil charge refunded when I return the battery that came with the car which was purchased brand new! I reject their offer because the way I was treated when I went there the service manager stated for a battery its $****** for a battery and he then printed something totally different from what was said and if you all want the facts review the service video on 11/29/2022.  I will turn my complaint over to the media who I know will listen to people like me.  I am a customer and I have the right to be treated with respect and have them to review what I reported to your office.  Yes, I paid, I could tell it was a test to see if I had the money to pay, while the other employees looked on.... Then the service manager had problems taking my debt card and stated I need to enter my pin while other employees look to see if I had the money to pay.... I can read between these lines of what was happening but after this I will not go and spend my money on people like this who do not respect who I am, and what God made me to be!!!   This complaint needs to go to the Headquarter of Volkswagen these individuals are keeping others away who need respect and true loyal services to their cars WHEN THEIR MONIES IS PAID FOR A SERVICE NOT TO BE OVER CHARGE AND THEN THE OTHER EMPLOYEES LOOK ON TO SEE IF YOU HAVE THE MONEY TO PAY! If they are looking for entertainment, they have made the wrong career chose. Everybody in question on that day 11/29/2022 video needs to be reviewed, in what the service manager stated to me you can hear the other person on the phone saying that's too much to pay for a battery, then something totally different on my invoice.  Service Manager Misleading with the intent to Mislead the customer into thinking that what he said the cost of the battery.  I need to return the old battery that was purchased with the 2020 Volkswagen Jetta for a coil Refund BBB need to contact Headquarter for my Coil Return. 

   

  Respectfully,

  ******************************************************

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my extended warranty on my 2017 Hyndai Santa Fe since 9.29.22. I filled out all of the required paperwork, along with a notary and sent by certified mail to loyalty's physical address as instructed in the cancellation provision of the contract. I have a copy of all paperwork and a receipt from ***** The dealership claimed they never got it, so I sent it again on 10.14.22 using first class mail to the ** Box instead. I have a receipt for this as well. Still the dealership claimed to never have received it so they sent me a form to sign via email which I did and returned on 11.1.22. I have followed up several times with the dealership trying to get a status with no answer so I reached out to the warranty company directly (AUL). They received the cancellation request and sent a refund check out on 11.11.22 to Loyalty. In the interim, I refinanced my car away from Chartway (the bank Loyalty placed me with) and placed the loan with my credit union (Tower) and had to pay the difference between the refinance amount offered (sales price of the auto) and the cost of the warranty out of pocket to finish the transaction due to Loyalty dragging their feet on the cancellation. I am trying to get in touch with Loyalty to let them know that the refund check should be distributed to me and not Chartway but ********** (the warranty person) at Loyalty does not return phone calls or emails. This has gone on long enough. It has been almost 2 months since the original request was made to cancel. I need them to answer me and tell me that they have the refund from AUL and they will issue it to me and when I can expect it. Because of their delays, I have had to pay a large amount of money out of my bank account and had to have my credit run a second time because the application to refinance expired while waiting on them to cancel the warranty. They need to return my call and/or email and give me a status.

  

  Business response

  12/14/2022

  We will be reaching back out to speak with the consumer. It has been brought to the consumers attention that a cancellation form has to be signed for the cancellation of the extended warranty to take place. 

  Customer response

  12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have received the refund. 
  
  Regards,
  
  ***********************************
  
  
  
  

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