Atlantic Toyota
Extra Care Policy

When I purchased my Toyota Avalon from Atlantic Toyota on 29 February I was convinced by Business Manager Amy F., and my salesperson, Shermica M. That purchasing a Toyota Extra Care Vehicle Service policy was a good option to take because if the policy was not used for an unusual service need for the next 7 years, I would be reimbursed the entire $2195. Cost of the policy.

When I tried to redeem the cost of the policy this March (after the 7 year period without any extraordinary service requiring use of the extra care policy), I was told that I needed to produce a pink slip that was given me at the time of purchase. No pink slip had been included with my paperwork (I assume by oversight on Ms. F. Part), so I asked a sales person via the telephone if Atlantic would please check to see if the slip was in their files. Three days later, I phoned again to see if my paperwork had been retrieved, and I was told that Atlantic had no record of my ever purchasing a car from them. I also checked to determine if a second car my wife had purchased was in their records and was told there was no record of me or my wife ever having purchased a car from Atlantic Toyota. Another sales person told me that he didn't think they kept records as far back as 2004.

At that point, it was suggested that I phone the insurance company that handles the extra care policy; when I called that company, I found that Atlantic had changed insurance providers since my purchase and I was given the previous company to contact. That company did not have a record of my reimbursement agreement, so I was told that they would not reimburse me.

I had no reason to ask for any additional paperwork when I purchased the Avalon that would prove that I had a reimbursement agreement. It was clearly the negligence or oversight of Atlantic's Business Manager or Salesperson, and I feel that Atlantic has either lost paperwork and records of two cars purchased by my family, or it may simply not want to deal with the problem. I also feel that I should be reimbursed for the cost of the policy by Atlantic Toyota.

I have some interest in buying a new Toyota in the near future, but certainly, I would not purchase it from that dealership unless it makes "good" on what I was told verbally. I fully realize that this is a case of "my word that such a promise was made", but without the verbal reimbursement promise by Ms. F., I would not have purchased the extra care policy.

Company: Atlantic Toyota
Country: USA

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