On January 2, 2014. I purchased a BMW from Tom Bush Volkswagen BMW with my son. At the time of purchase, we were sold gap insurance (additional $595) and an extended warranty ($2,195), both we were told were a great protection investment and in the event we sold the car we could cancel and receive a prorated refund. This was appealing as we told our sales person we only planned on keeping the car for one year.
On August 30 by son traded in his 2011 328CI BMW Arlington Toyota and purchased a new truck. At this point I placed a call to Tom Bush Regency Motors where we had purchased his BMW and left a voicemail for Shelia, finance manager. She returned my call promptly, and left me a voicemail. That same day I called Sheila back and this time left a lengthy message as to why I was calling –a courtesy call to let her know to expect my son to stop by the dealership the following day to pick up the check or complete paperwork for the refund of both the gap insurance and the warranty we purchased with his car.
I did not hear back from Shelia and subsequently left three additional messages, without a call back. My son called me the next day from the Tom Bush BMW to say he was told by Sheila that the gap insurance would be refunded but according to her, "we had purchased a maintenance agreement and not a warranty and therefore those prorated monies would not be refunded."
I made three additional calls to Shelia without a return call and finally left her another detailed message regarding the situation, explaining to her that we would have never paid an additional $2,100 for a warranty or a maintenance agreement that we could not cancel when we knew we would keep the car for less than a year. I did eventually receive a message from Shelia stating that she told my son this warranty went with the car and therefore we were not able to cancel it. Obviously we had no knowledge of this as this $2,100 was certainly not reflected in the trade in price we received when we traded in his BMW..
I left another message for Shelia to call me back, still to this date she has not. I did, however receive a message from an Andrew. When I called him back, he again maintained that no refund would be forthcoming and that it was up to me to know the difference between a maintenance agreement and a warranty. He also stated that his people do this all the time and they would have been very clear at the time of the sale that it was not an agreement that would allow a refund upon cancellation. I explained to him that no such conversation ever took place and we were clearly told this money would be refunded should we sell the car. I also explained that after inquiry at another dealership, I was assured by members of both of their sales teams that indeed, this money should be refunded and that it happens with them all the time. To this he replied, they don’t know what they’re talking about.
I asked Andrew to check to see if anything could be done and he said no, they could not help me and it was basically my fault for not reading all the small print on the agreement. I was quite surprised by his attitude and lack of customer service. After discussing with my son, we agreed that we need to at least make sure the new owner of his BMW has that warranty agreement since we paid for it so I called Andrew back and told him that if I still had to pay for it, that I wanted paperwork to give to the new owner. He said he would email it to me.
Two days later I still had received nothing from Tom Bush BMW and called Andrew back. After leaving several messages I finally got a call back from him and he told me he lost my email address. I gave it to him again but at that point he took back up the argument that it was our fault for not reading the print and understanding the difference between a maintenance agreement and a warranty. The last email I received from Tom Bush (Andrew), asked me (and I am quoting here,) " Are you unwilling to admit your shortcomings or is it just easier to blame someone else?" How insulting is that? I also sent this info to Robert Hudson (multiple times) and Telis Assimenios with no reply whatsoever.
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Andrew Butrill, Sheila Caldwell