Complaints

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• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 'wheel and rim' warranty with my ***** ***** ***** on December 10, 2022. Had an incident in Aug of 2022 that could have been covered under the warranty. ***** ***** specified that per the Terms and Conditions that the claim did not meet coverage requirements. Fine. I then opted to terminate and refund the remaining portion of the refund as per the T&Cs / Virginia law effective October 7, 2022. Was told the process takes 6-8 weeks. Follow up phone call on the eve of the last day of the seventh week, was then told that it could take up to 13 weeks. I'm of the belief that Range Rover Finance has not acted in good faith and is 'stringing' along the process in hopes that I forget about this contract termination action. Sad thing is, I really like my Range Rover, was in the process of building another to purchase, but this whole shady process by the finance team has turned me off. Thank you.

  Business Response

  Date: 12/19/2022

  Please be advised that the cancellation took place on a timely basis and was completed on October 10th, 2022. The funds were financed by ********** and therefore the refund was sent to ***** on behalf of the customer. The refund amount will be applied to the loan principal balance  By no means was the dealership late with the cancellation and in fact exceeded the expectations stated at the time of request.

  Customer Answer

  Date: 12/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  The business informed me upon execution of the termination, that the process would take 6-8 weeks.  It has almost been 11 weeks and the account still has not posted the alleged processed refund.  ***** has no records of any such transactions.   

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

  Customer Answer

  Date: 02/09/2023

  Finally received the refund after much applied pressure from the BBB and CFPB.  Took more than twice as long and probably wouldn't have happened if I wasn't so proactive about it.  Took this as so far to trade in my vehicle and go with another brand and owner group. 

  Thanks 

  *********;