On May 21, 2017, I purchased a 2015 BMW X5 and a BMW Maintenance Program Upgrade (MPU) from McKenna BMW, in Norwalk, California. In September 2019, I was planning to sell the X5, I called McKenna BMW to find out how to cancel the MPU. I was told to make a written request, send it to their finance office, and they would process a refund. On November 4, 2019, I submitted my request in person at McKenna BMW, to Markus Jahr who said that the refund could take as long as ninety days to process. In February 2020, I contacted McKenna BMW to check on the status of the refund. I was told that the request for a refund had not been made and that I needed to provide proof of the sale of my X5. On February 7, 2020, I submitted my request for cancellation again, with the requested proof of sale, to Michael Williamson at McKenna BMW. In April, I was told that BMW USA refuses to process the refund. BMW USA states that refunds will not be made, "after selling, trading-in or otherwise surrendering possession," of the vehicle. This information appears on the second page of the contract, the page not provided at the time of sale. At the time of purchase, the McKenna BMW finance representative provided a copy of only page one of the two-page BMW MPU Agreement. At that time, I was unaware that the information about cancellation is on a second page not provided by the finance representative. The contract states, "Center must provide one complete, signed original contract to Customer at the time of sale." The failure of the McKenna BMW finance representative to provide me with a complete copy of the contract is what has caused this situation, and is a breech of the contract by McKenna BMW.