Failure of Michael Hohl Motor Co. Chevrolet/GMC dealership in Carson City, NV to notify us they canceled our extended warranty policy, without reason, 2 mos. after we bought a new car & have not given us the refunded money from the extended warranty company, even though they received the refund directly from First Extended Service Corp.
New car (2006 Yukon Denali); purchased 2-13-06 + extended warranty (72mos/100K miles) the same date. We didn't need warranty service until 2-21-11 & we had no idea they had canceled our extended service contract.
'Lindsay'in the Service Dept. at Michael Hohl, told us on 2/21/11 there was NO WARRANTY & to call the Ins. Co. ourselves. We asked "Tito" (salesman) to talk to the Gen'l Mgr.,& Steve Conroy came to speak with us (or so he said), without stating his job title, so we ASSUMED he was the Gen'l Mgr. He isn't; he is the Director of Operations. He said he couldn't find our warranty on the computer. Elbert 'Tito' Paiz (the original salesman & still an employee/salesman) called the Extended Warranty Co. & found out the policy was canceled "about 3 mos. after we bought the car" & that the refund was sent back to Michael Hohl (for us). Elbert 'Tito' Paiz told us the warranty policy was canceled but they didn't know who canceled it & the cancellation was involved with an "RV policy", according to him. We have NEVER owned an RV of any type nor been to the Michael Hohl RV Center. Tito told us the $$$ was sent to our bank acct. We went to our bank the next day, paid $6 to research & verified w/ bank on 2-22-11 that there was NO deposit/refund ever sent.
Wed.,2-23-11, I called First Extended Service Corp. & verified w/ Angela that the policy had been canceled. I spoke with an "Internal Account Rep." also & he emailed me a letter stating the warranty was canceled. We have subsequently received (via USPS) a copy of that same confirmation e-mail/letter from First Extended Service Corp. confirming the policy cancellation.
Michael Hohl Motor Co. has never, in the 5 succeeding years, informed us that they canceled it. Since they received the refund & obviously should have known it was a mistake ("clerical error", they claim) then, why didn't THEY question the refund? At a minimum they should have made some immediate phone calls, including to us. They did nothing except keep the money, $3715.00 + the interest for the 6 yr. contract period. ($705.30).
Michael Hohl representative Lindsay, from the Service Dept., called us the same day (2/21) after we left the dealership & stated they wanted to FIX the car seat motor malfunctioning issue & they would do this 'right now' if we'd bring the car in. Lindsay called us 1 more time on 2/21 to try & get us to bring the car in for the 'free' service she said would be "courtesy of Michael Hohl" or, after I said, "NO" she said we could pay the $50 deductible as if we still have the extended warranty. So, their 'free service offer' was going to cost $50 if we wanted to act like we still had an extended warranty.
Why would we trust our car to someone who is withholding the refund we've been due for over 5 years? Even more 'interesting' is that when my husband asked the 'assumed General Mgr.' for his business card on 2/21/11, he was told they didn't have any now so, we had no way of knowing who he really spoke with. A car dealership without business cards? Really?
On Thursday, 2/24 my husband went in to the dealership & again spoke with Steve Conroy (or so he thought),to ask for a copy of any paperwork that verifies they made the deposit to our bank & to tell them what we'd learned: that the bank has NO record of any deposit/refund. That was the 1st time Steve admitted they had made a mistake with the cancellation of the warranty. Nothing was said about refunding the $ except Tito told us we wouldn't get a refund. They again tried to get my husband to leave the car with them for repair that day. He said NO!
We will not be going back to that dealer again.
I have a letter from First Extended Service Corp dated 3/4/11 stating our contract was indeed canceled as of 4/16/06. Their representative stated to me in a telephone conversation that the the refund check was sent to Michael Hohl on 5/15/06. He also stated to me that they could not/would not reinstate the warranty contract since they don't do that after the car is out of the original warranty & the contract canceled. As of today, 3/23/11, Michael Hohl respondent wrote to the BBB & said the fault & responsibility for the clerical error was with First Extended Service Corp., not with Michael Hohl. Finger-pointing, they have each blamed the other! No one is 'owning' the 'error'. The Respondent to our BBB-Reno complaint, Steve Conroy, Director of Operations, stated that we could cancel the remainder (of a non-existent warranty?) by bringing the car in to have the mileage verified and then, we'd get a refund of the balance, whatever that is? We're still paying for this contract in our monthly payments. At no time has Michael Hohl taken responsibility for their own error in not contacting us and their 'story' changes with every conversation/email response. They took the refunded money in 2006, kept it and they have denied any fault except with the rude, unprofessional "Lindsay" in the Service Dept. It's not our issue or responsibility about how they discipline their employees or IF they do. Their attempt to represent themselves as a'stand-up' customer service oriented business is laughable-anyone can see through the deception and the fraud. What did they do with our money? How much more did they make off of it in the last 5 years? How many other people have they scammed like this?
They have yet to prove any of their statements about there having been no break/cancellation in the warranty contract effective dates or in their statement that we had received a refund of the monies after 5/15/06. Every statement is met with another lie and deception. It wasn't until we stated that it was obvious we wouldn't have an extended warranty ANYWHERE else if the car were to break down outside of Carson City, that they decided they had to do something to get our First Extended Service Corp. warranty re-instated? After 5 yrs.+ of having our money they negotiated (bought?) a "new" contract/warranty for the remainder of our contract period from the same company that said they don't reinstate contracts?
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