Let me tell you about the nightmare I have been dealing with for the past two months...
In June I bought a car from Valencia Creekside Dodge in Santa Clarita and I also bought a lifetime extended warranty offered through Mopar at the time of purchase.
Well, the car turned out to be a little more expensive than I anticipated and I ended up selling the car in November. The warranty
was refundable at a prorated price since it had been longer than 60 days which I was fine with. I went to the dealer where I bought the car from and filed a cancellation request with one of the finance guys named Brett. This was the first week of November.
I was told that it would take about 30 days to get my refund check which was fine with me. Not 30 business days, just 30 days. I received a letter from Chrysler stating that my check might be sent to my dealer and then forwarded to me. I waited until about the 40th day and started calling my dealership to follow up. I called every day for one week several times a day and was
always put through to a voice mail. I left 3 voice mails on three different days with my name and information and still received no
contact.By the middle of the following week I was getting rather frustrated and demanded that I speak to someone at which point I finally got to speak to Brett again. I asked why it was taking so long and explained the letter I received from Chrysler and I asked if maybe my check was at their location. He said he would have to check with the main office across the street and would call me back by 2 o clock the next day. When 6 o clock rolled around I made a call and spoke to Brett who told me he had gone across the street and spoke to the person he needed to speak to but had forgotten to ask about me so he would call me back the next day by noon. 2 o clock came and I made the call again to be told that they didn't have the check and they had put in an inquiry as to where my check was and he would follow up with me the next day.
The next day I received my check for almost 2 thousand dollars and was happy this ordeal was over and figured the check must have been delayed in the mail. I never did receive any kind of follow up from Brett. That was December 20th. On December 26th when attempting to make a purchase my card was declined. When I looked at my account I saw that a stop payment had been put on my check and my account was overdrawn now by almost $700. I hadn't had any income for about three months so I was trying to pay my bills.
The next day I called my bank just to be sure it wasn't an error on their end and they confirmed it was in fact the warranty company. I made a call and spoke to someone named Louis. I explained my situation and he said he would have to put me
on hold briefly to do research. After 15 minutes he came back to tell me he was still researching and put me back on hold. After another ten minutes he came back to let me know he didn't find anything but had elevated my claim to administrative and someone would call me back in 1 to 2 business days and since it was Friday and the New Years was coming up, I might not get a phone call until Wednesday. I told him that was unacceptable and needed to get this issue cleared up immediately since I was overdrawn and requested a supervisor. I was told everyone was in a meeting and that I could call back later.
I asked for an extension for a supervisor and he said he didn't have one. I've worked in a call center before and know that's impossible.
So I hung up and went down to my dealer and explained to Brett what was going on. Although appearing extremely uninterested, Brett made a call to the main office and was told that the stop payment was put on the check because I had stated it was taking a long time so they thought the check got lost in the mail. Brett then gave me the same phone number I had just got off the phone with so I could speak to them. I left and called the number again and spoke to another person with the additional information I had just received and she got me over to a supervisor (wow, one was actually available? It sure wasn't
two hours later when I called back). The supervisor told me the administrative department was who I needed to talk to but they had just closed. So if I could have spoken to a supervisor when I asked, it could have been taken care of that day. The supervisor assured me I would get a call on Monday. I went to my bank to explain and they were more than kind and waived the overcharge fees.
I got my check on Monday in the mail but no phone call until Wednesday and got a call from a man named Robert from administration. I could tell by the tone of his voice that he was a high and mighty supervisor just waiting to flex his muscle and lay his foot down. He proceeded to tell me in a condescending voice that they put a stop payment on the check like I
requested when I spoke to him over a month ago.
First off, I had never spoken to them until the week prior and if I had I wouldn't have asked for a stop payment. Not to mention if I had in fact done that, why the h*ll would I have deposited my check when I would have known it would get reversed? I reexplained what happened and how the dealership must have called and put that request in without telling me and that the
problem is I'm getting charged overage fees and a stop payment fee (I still had a couple transactions on my account that hadn't gone through yet at the time I went to the bank the week prior). Robert tried to insist that he had spoken to me and when I restated that I never spoke to him or asked for a stop payment he ended up saying well, that's just what got done.
And that was it for me. I then said, so basically you're telling to go f*ck myself and even though you and the dealership screwed up royally that I have to pay the price of your mistakes? He said yeah, I can't waive any fees from your bank and I hung up.
Here's where it gets really good. I found the envelope for the first check. The address it was sent to was in fact the dealer ship and was sent on November 21st. The date on the envelope from the dealer was December 17th. So my check sat for almost a month at the dealership. If I had gotten my follow up from Brett the next day like he said, I would have let him know I got the check. I don't feel like it's my responsibility to call them back after being promised a call (yet again). Or how about having my check sent to me when they received it instead of waiting almost a month?
Or what about letting me know that my check had a stop payment put on it so that I didn't cash it? Or what about some kind of offer to me to help me out as an admission of how royally both Mopar and Valencia Dodge screwed up and how incredibly inconvenienced I've been made? At the very least pay my $12 stop payment fee which my bank should not be responsible for that I'll now have to make yet another trip to. I don't know, just anything to attempt to apologize but instead I was told that basically it was my fault for asking where my check was in the first place and that I get to pay the price of everyone else's
screw ups. This was by far the worst customer experience I have ever received in my life and has been an utter nightmare. I'd like other people to be aware of my experience so they can think twice before doing business with either Mopar or Valencia Dodge.
There's no better way to put this:
This has been bullsh*t and no one should have to put up with this.
Please feel free to contact me for anything else you might need and please share my story with as many people as possible.
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