After researching the best potential investment to protect my financial well being I called Dealer Services. My vehicle was approaching 35,000 miles so I felt urgency in providing enrollment information. Upon "approval" via the sales manager Brent I was told I would recieve all packet information in about 10 business days. Nearly three weeks later I recieved a packet of warranty documentation.
Approximately one week later in Arizona my air conditioning stopped working. Upon arrival at the dealership in the 116 degree heat on July 24th I sat on hold on the phone trying to call my warranty to get help. I finally reached a Michelle who told me to have the service technician call 800-723-1156 and the repairs would be paid for by a corporate credit card right away via phone.
Upon calling the dealership was denied coverage, and the paperwork I have states I have:
Platinum Coverage-
Bumper to Bumper coverage, this plan includes all of the items including air conditioning. Per a Kent Finley, Senior VP.
After attempts to call during business hours with an estimated hold time of 30 minutes I finally decided the customer service in an emergency will not suit what I need.
After one entire week of calling and waiting on hold for 29 minutes I finally recieved an operator who asked my about my concerns. Heather transferred me to a salesperson in "customer resolution" who also asked me my reason for cancellation. I stated my reason and he proceeded to offer me a new contract. I stated I need toknow how to cancel. UPon repeatedly calmly, politely requesting I would like to know how to cancel literally five times it was all I could do to pray and ask God for patience as I felt myself becoming angry. The man talked over me, kept saying "I can give you a good deal", I want to give you an option to have a payment of $124 per month. After telling him I want to know how to cancel, he asked me why, and I said we have discussed why. If you do not tell me how to cancel I willl be on the news this evening and add to the complaints with the Attorney General's office. I also advised him his call was recorded and he immediately started yelling at me, stating he does not approve of the recording and it will not be admissible by a court of law (I know, however I am keen to the tactic of frustrating a consumer to the point of forcing a person to hang up without properly cancelling, therefore I used the tactic back). Still on the phone with the man, I realized he was not listening to me at all, was not about to answer my quesitons on how to cancel, I insisted another 6 times (literally) that I would like to speak with his supervisor. Then, the man put me on hold for another 12 minutes. A supervisor named Max came on the phone afer I was put on hold for another 10 minutes. Again, I calmly, politely stated I would like to cancel my warranty and I am within the first 60 days of the contract, which states I am entitled to a refund. I was given a mailing address of: 100 Mall parkway wentzville, Mo. 63385 via a recording he transferred me to. I requested a full refund, due to the expense of my calls. He told me he would not be able to refund me and I have paid over $600 into my policy. He also told me I would be charged a processing fee. I told him he will recieve my phone bill for the minutes used and the time I took away from my desk during business hours, a call from my attorney, and I will be calling my local and the national news stations to present my research with the US Attorney's office, the DOJ website, the BBB, and the consumer affairs commision which all have cases against them. I will be calling 20/20, the phoenix news stations and posting more as I find data on the case numbers for all of you. Tonight, I wanted those out there to know to mail the cancellation per the request, but to also use registered mail requiring a signature so the company cannot claim cancellation was not recieved. I asked for a fax, yet no fax would be provided as it was required that I NOTARIZE the cancellation. Within the above phone call you might note four consumer rights violatons alone, and if you are wise to the law do some research at the places I have noted. I refuse to be taken advantage of or to allow others to have the same occur. I hope this message helps you all. My air conditioning will now cost me $470. And I am already out $600. It is clear to me after visiting the dealership and the mechanic I have known for 12 years who has many connections in the business that I have made a very bad decision on my part. If I had only gone to the dealership in the first place I would have had the real GM warranty, which is what I thought I had purchased. The DS logo looks a lot like the GM logo for a reason, folks. My air conditioning was not covered, and I had called to see that it would be prior to service as mentioned above.
I asked for an email address, fax number, or way to contact the manager and he would not give me any of the above. I will, again, post the complaint numbers with all of the above agencies by tomorrow.
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