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Stories from the Sales Frontlines

91704 messages,  Last post on May 18, 2013 at 7:40 PM

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#83396 of 91704 Extended warranty issue by luvmybuicks

Sep 11, 2012 (7:34 am)

I don't normally (actually never) buy extended warranties on cars; however we did get talked into buying an extended warranty through my credit union at the time of purchase. The warranty company name is Route 66. It was 5 year/100k warranty; bumper to bumper; no deductable. My wife drives about 25k miles per year. The vehicle is a 2011 Buick Enclave that has 31k miles purchased in May 2011 and was purchased brand new.
 
We have never recieved any paperwork on what the warranty covers and doesn't cover (except a small brochure provided by the credit union at the time of purchase. Contains very limited info). Not even warranty cards showing the VIN# and our names.
 
We were promised at the time of purchase to recieve info cards and full explanation of the coverages sent to us by US mail. Never received any information. Spoke with the loan officer (1 year later) at the credit union and she said she would ask them to resend. Three months have now went by and still nothing sent to us. We speak to the loan officer again...and she calls the warranty company and we are now told that the warranty company does not mail anything out. No cards or explanation of coverage. (We were provided with our orignial loan paperwork a phone number, warranty account # and address on where to send claims to). We were told to present that in case covered repair was needed.
 
We have now lost confidence in the warranty company and wanted to submit a claim for a refund. The new car warranty still applies: 4 year 50k through Buick. The extended warranty in my opinion has never been in effect/never used. However when applying for a refund...we are told that 31% (based on 31k miles) of the warranty has been used and we will now recieve a refund of only $964. Original cost was $1444.
 
I understand a small processing fee for the refund would be in order...but to be told 31% of our warranty has been used up when the new car warranty is still in place seems unfair. The contract states that a full refund is provided if they are notified within 30 days. However I incorrectly assumed that a full refund (plus a small processing fee) would be available until the car reaches 50k miles or 4 years. The company website in their FAQ's (not in paperwork provided by the credit union) states warranty coverage starts the day the paperwork is signed. I can understand that for used cars...however my car is under the manufacturers new car warranty for first 50k miles.
 
What do the experts think? The good news the company has an A plus rating by the BBB.
 
Kevin

#83397 of 91704 Re: the plot thickens [stickguy] by imidazol97

Sep 11, 2012 (7:39 am)

Replying to: stickguy (Sep 10, 2012 7:18 pm)
> And man, will I be royally P.O.'d if this someone messes us up down the line (like at renewal time or when we finally go to sell!) Gonna have to scrutinize
 
Like you might go in for service a year from now and the TSA shows up with machine guns because you're servicing a stolen car?

#83398 of 91704 Re: Extended warranty issue [luvmybuicks] by imidazol97

Sep 11, 2012 (7:52 am)

Replying to: luvmybuicks (Sep 11, 2012 7:34 am)
> It was 5 year/100k warranty; bumper to bumper; no deductable. My wife drives about 25k miles per year. The vehicle is a 2011 Buick Enclave that has 31k miles purchased in May 2011 and was purchased brand new.
 
Take a look at the mileages for warranty from GM: 4 years 50K bumper to bumper? ANd then various other warranties extend further out. So you paid for 1 year of bumper-to-bumper extra time with 60 K extra miles?
 
The dealership should have offered you GMPP (General Motors Protection Plan) warranties? There are various ones with extended time out to 7 years (maybe more now?). They can be purchased up until the original bumper-to-bumper warranty expires by time or mileage, whichever is first. The company where I bought mine is GMPP store.

#83399 of 91704 Re: NEW SALES STORY FROM THE SALES FRONT [abacomike] by richard64

Sep 11, 2012 (8:30 am)

Replying to: abacomike (Sep 10, 2012 8:23 pm)
Mike, congratulations on the new MB. I have seen the Diamond White and it is absolutely beautiful. I wanted that color in our SRX, but my wife was crazy about the black. Your interior combination also sounds quite lovely. It's really nice to be back in a car that you like. May you have many happy miles in this one.
 
Richard

#83400 of 91704 Re: NEW SALES STORY FROM THE SALES FRONT [driver100] by richard64

Sep 11, 2012 (8:35 am)

Replying to: driver100 (Sep 11, 2012 4:31 am)
You beat all! Post a darn picture of the car!
 
Richard

#83401 of 91704 Re: Extended warranty issue [luvmybuicks] by richard64

Sep 11, 2012 (8:49 am)

Replying to: luvmybuicks (Sep 11, 2012 7:34 am)
Too late. You've been fried, dyed, and tattooed. Those warranties always start the clock ticking on day of purchase. Be grateful for the prorated refund. Some companies don't even do that much. You said that you "assumed". As someone once told me, "Notice the first three letters in the word." Sorry for your trouble, but you learned a valuable lesson the hard way.
 
Richard

#83402 of 91704 Re: Extended warranty issue [luvmybuicks] by tyguy

Sep 11, 2012 (8:55 am)

Replying to: luvmybuicks (Sep 11, 2012 7:34 am)
Unless you can convince upper management to give you special consideration, then I believe the contract is going to rule. If it states coverage begins the date of signature, then the partial refund they've stipulated appears accurate. It's a case of buyer beware. The lack of communication doesn't speak highly of them, but it didnt negate your coverage during that first period. I'd say get your partial refund, chalk it up to a learning experience, and don't let it spoil your car ownership.
 
Ty

#83403 of 91704 Re: twists and turns [stickguy] by richard64

Sep 11, 2012 (8:56 am)

Replying to: stickguy (Sep 10, 2012 7:04 pm)
It's a good thing for them that your wife likes her car. If the paper work was never done on your actual vehicle, then you don't technically own it. Your wife could take the car back and tell them that she changed her mind and will be purchasing another brand. Wouldn't that be a hoot?! You should do it for fun just to see the look on their faces. If some young buck didn't get fired, I bet he is wearing a new rear end.
 
Richard

#83405 of 91704 Re: Nieghbor [houdini1] by sandman_6472

Sep 11, 2012 (8:58 am)

Replying to: houdini1 (Sep 10, 2012 11:18 am)
Please keep any political "garbage" out of these forums...it's really not necessary now is it!

Messages Page 8341 of 9171

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