I bought a 2001 Pointiac Aztek from ACA (Alameda County Auction) on May 7th. We also got an extended warrenty with Wynn's Extended Warrenty service. Soon after we drove the car, the battery kept dying on us. We ended up buying a new battery but that didn't seem the problem. I took the car to a dealer at the Marina automall in San Leandro on Monday May 21st. On the Extended Warrenty Contract it stated to call ACA before repairing the car, so I tried to do so but the person in charge of warrenty was not there or not availible. I called several times but I had to go to work so I ended up getting a rental car. I told de dealer / car shop at the Marina not to repair the car but to call ACA (Alameda County Auction) first. The dealer (Ernesto Avalos from the Marina Pontiac - GMC dealer in San Leandro, 1-800-635-2517) called ACA and on Tuesday May 22nd I called Ernesto and he told me he called ACA on Monday MAy 21st and was waiting for a call back.
On Wednesday May 23rd I called Ernesto again and he told me he had not heard from ACA yet. So I called ACA and Alex, the "Warrenty Expert" from ACA was not in yet. I called several times but he didn't seem to be availible. So I drove to ACA in Dublin, Ca. And guess who was there? Yep, Alex from ACA. He told me that I should have called him first before bringing the car to a dealer and I explained to him that I tried but that ACA told me that Alex wasn't there and I also told him that Ernesto from the Marina Pontiac - GMC dealer in San Leandro called ACA and that a employer from ACA would call him back. I gave Alex from ACA the phone number to the Marina Pontiac - GMC dealer in San Leandro and after debating for 15 minutes (Alex kept bringing up we should have called him before bringing it into the dealer)
Alex told me he would take care of it but he (Alex) would have to call Wynn's extended warrenty service himself because "I broke the rules" by not contacting him first it would be hard to get "the damage" undone. Alex told me that I could call him back on Friday May 26th. So I called the dealer At the MArina on Friday May 26st and he told me that nobody called him yet. I called Alex from ACA that Friday May 26th around 10 am and he told me he would check on the claim he said he filed.
Well I was tired of waiting, so I called Wynn's Extended Warrenty service myself at 12 pm and they told me that they were never contacted about this claim by ACA but Wynn's took care of me. It took a 5 minutes phonecall with Wynn's Extended Warrenty service and after 45 minutes the Marina dealer called me and told me that Wynn's Extended Warrenty service accepted the claim and that the only thing I had to pay for was the rental car.
Great! Awesome service! Within 1 hour it was all taken care of.
At 2.30 pm that Friday May 26th, Alex from ACA called me and told me that earlier that morning a accociate from ACA called the dealer where the car was being repaired and told them to call Wynn's Extended Warrenty service so the Marina Pointiac dealer in Leandro could file a claim.
At this point I was very confused because on Wednesday Alex told me that the dealer could not call Wynn's, but that he would have to call Wynn's. So I told Alex from ACA that I already took care of it and that the claim was accepted. I told Alex from ACA that I was very dissapointed in the "service" he provided and that I needed a rental car for an extra 3 days because he failed to take care of it. (Normally I could have brought back the rental car on Tuesday so that would mean 2 day car rental) but because he didn't call anyone tillFriday, I ended up with 3 extra days ($50 a day) and a total of $150 charge because ACA didn't come through!
The excuse that Alex gave me, believe it or not, was that he was extremely busy, and that he works case by case and my case didn't get on his desk untill Friday! (Remember I talked to him on Wednesday and he told me he would take care of it right away!)
I told Alex from ACA that I think he should pay for the extra 3 days car rental ($150) and he decline right away!
Wow! How can it be that I am responsable because he can not handle the stress in his job? There was no sence of urgency ever, and Alex did not put in any effort to make a 5 minute phonecall to take care of this and basicly they straight out lied to me all along! I could have taken care of this myself the day I brought the car in to the dealer to get it repaired! Rip-off! You bet!
Do not do deals with ACA (Alameda County Auction) in Dublin, Ca! They sell lemons and all they need are your $! Their customer service... Well they have none!
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