I purchased a warranty on 5/30/08. The salesman lied about the coverage, limits and exclusions. I was told I would have 30 days from the date of reception to cancel for 100% of my money back.
Upon receiving the warranty, I learned that not only did the product not cover my car entirely; it had small limitations for each part of my vehicle it cover and the coverage didn't begin for 90 days. The first 90 days of the warranty are considered the waiting period, where no repairs are covered. The warranty booklet also stated the 30 day cancellation period begins from the date of purchase, not the date of receipt.
I didn't receive the product until 6/16/08 this giving me less than two weeks to evaluate the warranty. I called the very next day to cancel due to the fact their office was closed that night. The quality control manager who was quite nice and understanding apologized for the salesman misrepresentations of the warranty and told me he would offer me a $700.00 discount for my troubles. I told him I still wanted to cancel and asked what I needed to do to cancel. He told me to ship back the duralube product back unopened along with the warranty with the words CANCEL written over the cover.
Following his instructions, I shipped the product and the warranty booklets back them, USPS confirms the delivery on 06/23/08. After waiting couple weeks for a refund, I called again and was sent to the returns department manager. I asked why I hadn't received my refund and he told me the reason was my policy was still active because I never canceled. Although he does confirm receiving the product back and the warranty booklet with CANCEL written all over it, he said it was missing a cancellation letter.
I informed him this was the first I have heard of a cancellation letter requirement and asked what I could do to get my money refunded. He told me to write a letter explaining the reason behind my cancellation. After I faxed them the letter and called for a follow up, I was told no refund would be issued and there was no way I could get any of the money back. The only thing he may be able to do was see about trying to get my warranty reinstated.
I am now trying to have Visa Signature sort out the issue by disputing the purchase.
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