February 16 - I spoke with Melissa at the toll free number 1-866-768-0510. Melissa informed me of all items that would need to be returned and that a prorated refund would be processed accordingly. I then sent all information to cancel my warranty to Dealership Services. This was done in accordance with pages T5 and T6 of the warranty booklet.
April 16 - I called to find out the status of my refund and spoke to Charlene. They had incorrect contact information in their system. Charlene said she had not received any cancellation request and had no information in the system. Charlene said I needed to speak with Brian Dean. She indicated he would be calling me that day.
April 20 approximately 9:00 am I spoke with Nicole; I told her I was expecting a call from Brian Dean and she told me he was unavailable but that he would return my call. I provided my contact information again.
April 20 11:40 am I spoke with Charlene; I told her I was expecting a call from Brian Dean and she said he was on another line and would return my call. I provided my contact information again.
April 20 approximately 3:00 pm I received a call from Brian Dean and he stated that they had not received any information or cancellation request from me, but we would research the situation and call me back. I asked him if I needed to email or fax the information I sent and he would not provide me any contact information.
April 30 4:10 pm I had not heard from anyone so I called back. The phone was picked up and then I was promptly disconnected.
April 30 4:20 pm I called the toll free number, someone picked up, and then I was disconnected by an unknown customer service representative.
April 30 4:24 pm I called the toll free number, someone picked up, and then I was disconnected by an unknown customer service representative.
April 30 4:30 pm I spoke with Charlene; I told her I was expecting a call from Brian Dean and she said he was on another line and would return my call. I provided my contact information again.
April 30 4:55 pm I received a voicemail message on my phone from Mark Stubblefield at Dealership Services.in his message to me, he indicated that he did not appreciate me threatening a 10% penalty and that they had never received a request for cancellation from me. He then stated that my cancellation request was entered into the system by Brian Dean on April 20 and that they would get to it when they had a chance. Mark Stubblefield told me if I have any further questions, to contact him. He provided no direct contact information, nor did he provide his last name. I had to do my own research to obtain this information.
May 6 I faxed a copy of my draft letter to the Texas Department of Licensing & Regulation along with all pages of my cancellation request and necessary documentation to Mark Stubblefield at 636-669-0188. The fax was received by Stubblefield at 3:52 pm.
May 6 approximately 4:30 pm I received a call from Mark Stubblefield and he told me he did not appreciate my threats and that he dealt with the Texas Department of Licensing & Regulation all the time. He then went on to tell me that my refund was being processed and I would receive it the next couple of weeks. I believed him, and did not send my complaint letter.
June 16 9:00 am I left a message for Mark Stubblefield at 636-669-1281 asking him to return my call and provide a status update on my refund. I received no return call.
June 18 1:55 pm I attempted to contact anyone who could give me a status update on my refund. I called 1-866-768-0510 and was on hold for 1 hour and 2 minutes with no answer.
June 18 4:13 pm I left a message for Mark Stubblefield at 636-669-1281 asking him to return my call and provide a status update on my refund. I received no return call.
June 22 8:28 am I faxed Mark Stubblefield at 636-669-0188 asking him the status of the refund. The fax transmission was successful. I received no return call.
June 22 8:47 am I faxed Mark Stubblefield at 636-669-0188 asking him the status of the refund. The fax transmission was successful. I received no return call.
June 22 9:10 am I left a message for Mark Stubblefield at 636-669-1281 asking him to return my call and provide a status update on my refund. I received no return call.
June 29 2:55 pm I faxed Mark Stubblefield at 636-669-0188 asking him the status of the refund. The fax transmission was successful. I received no return call.
June 29 3:10 pm I attempted to contact anyone who could give me a status update on my refund. I called 1-866-768-0510 and was on hold for 20 minutes with no answer.
June 30 10:03 am I attempted to contact anyone who could give me a status update on my refund. I called 1-866-768-0510 and was on hold for 30 minutes with no answer.
June 30 1:17 pm I attempted to contact anyone who could give me a status update on my refund. I called 1-866-768-0510 and was on hold for 47 minutes with no answer.
June 30 2:04 pm I attempted to contact anyone who could give me a status update on my refund. I called 1-888-792-3495 and was unable to reach a human being.
June 30 2:07 pm I attempted to contact anyone who could give me a status update on my refund. I called 1-866-464-7396 and spoke to Anna. She indicated she would transfer me to a department that could help me. I was transferred to Vanisa, who looked up my contract number and she said I was with Warrantech and they had no contact information for my warranty company.
As of the date of this complaint filing, June 30 at 2:15 pm, I have not received my refund. This company has a history of poor services and excuses and was already reported on this website. Please refer to report #333483 to see another example of their lack of response. I have also seen that they have multiple complaints lodged against them through both the Attorney General's office and Better Business Bureau of Missouri. This refund amount is approximately $1,600.00.in addition to that amount, I am to be paid a 10% penalty per month for each month I have not received my refund after the 46th day I returned the contract. This is stipulated on page S1 of the contract. That is 3 months at 10% so I am owed an additional $480.00. That brings the entire amount of my refund to approximately $2,000.00.
Not a good way to build customer loyalty. Buyer Beware!
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