Very Unprofessional and misleading Sales Manager “MICHAEL
HACKETT”. Backstory*Relatives purchased a vehicle from this dealership along with an extended warranty. After they got home I was able to review thei
HACKETT”. Backstory*Relatives purchased a vehicle from this dealership along with an extended warranty. After they got home I was able to review their documents for the extended warranty and found a few issues with it. 1. It was a 3yr/36k mile warranty with a $100 deductible that was presented as a factory warranty. Vehicle has about 96000 miles. What was failed to be mentioned to them was that with this warranty after 100000 miles it turns into a powertrain only. They paid $3000 for this warranty. * Fast forward to about 2 ½ weeks later I travel down with them to the dealership….. (they needed some items looked at on the vehicle that were not noticed at purchased such as: chewed wires from animals in engine compartment and struts making a lot of noise). ***SIDE NOTE:I have to say whoever their phone people are, they are awesome at their job, very friendly and thoughtful.*** …..I travel down with them to the dealership, we drop the vehicle off at service to have the items looked at and we all head to the mall to go shopping. We were then contacted that the vehicle was finished and we went back to the store. At the store the receptionist helped clarify some things and was vague about the repair done to the wires. (the repair consisted of them wrapping it with electrical tape and calling it a day.) The service department notified us that the vehicle needed a Strut. They promised to mail a Strut to us, but would not cover any labor costs. After speaking with service, we proceeded over to Michael Hackett’s desk where I requested a cancelation on the warranty. His immediate response was taking out a brochure for the warranty and saying that it had nothing to do with the dealership. (This statement would have been very misleading if I did not know what I was talking about.) His statement sounded like a statement used to deter someone from canceling within the first 30 days. ****NOTE: within the first 30 days of a warranty contract of this type, If you cancel you are entitled to a FULL refund. Depending on weather or not it was All financed that refund is due to you in cash or to your lienholder as a reduction in your principal balance. **** After insisting that he had nothing to do with it and accusing me of being aggressive and threatening which I take was due to me shaking because of my Remedial Tremors and red-faced because I was nervous and it should have been an easy process. Also being nervous doesn’t help with the Tremors lol. After he postured as if he was hoping I would do something, he called his 3rd party vendor who connects him to the Warranty company and who didn’t quite fully understand the situation. They both told me I had to call the company to cancel the warranty. I did not want to cause any more of a scene and we were not getting anywhere being there. About 10 minutes being on the phone waiting for an answer from the warranty company they instructed us to cancel the warranty AT THE DEALERSHIP because the warranty was not processed to them from the dealership and that an in-dealership cancelation is required. Long story short about the cancelation, after a few hours of submitting information, typing up letters to the dealership, Attorney General, and the bank and warranty company, the warranty was canceled. Good note to mention: I only had to text these letters and documentation to the Dealer and Warranty Rep to get it canceled but it should not have taken all that to cancel a warranty. I expect from reviewing all the other negative reviews on here that I will get some misrepresentation of events as a response but this review is accurate to a "T" about how events transpired. Over all they have potential of increasing their retention if they actually listen to their reviews, however seeing how old some are and knowing what canned ones look like, I do not see it happening. I wish them the best and wanted to share the experience in full. Thank you for the advisor that was nice. We did receive the strut!!