My girlfriend and I bought a 2014 Ford Explorer from Jack Madden a few years back. Upon purchase we took all the extended warrenty insurance(or so we thought).
A few weeks back someone opened their door into my left rear door with enough force to put a nice dent and some white paint transfer on the door. I called Jack Maddens finance department, made sure that I had ding and dent repair, they Then transferred me to service to set up an appointment to remove this eye sore.
Fast forward to this morning, the service department calls me and says, unfortunately we do not show you having ding and dent coverage so we can't fix the dent. Sure that it was a mistake service called finance to ensure that I, in fact, did not have the ding and dent coverage. They confirmed that I did not have the coverage and apologized for the inconvinence.
I decided to call finance for myself to see how this could have happened. I spoke with Dylan in finance and he reconfirmed that I did not have the coverage. I told him I was very confused as to why the finance department would have told me I had the ding and dent removal coverage, have me set up an appointment with service, only to then figure out I didn't have the coverage after I had dropped the car off? Dylan told me he would call me back, as he was going to figure out what happened.
Dylan called me back and explained that they could not figure out how the miscommunication happened, but that they were going to cover the repair because of the inconvenience. As far as I concerned, the dealer did not have to cover this, but did so because they are focused on providing great customer service. Thanks again to Dylan as well as Dave in service for squaring this away for me!