Purchased a vehicle in 2016. Traded in the vehicle in Oct. 2018.
Now, after we have traded the vehicle at another dealership, the will not refund the money they owe me on the mechanical and gap coverage that we had.
I took the required paperwork in to the Finance Manager, Troy Williams, in November, 2018 and he told me that they would process it and I would receive the refund in the mail. It's now July, 2019 and I have not received the refund. In April, 2019 I followed up with Troy and he told me they had not received anything and that I would have to call the warranty company and gave me their phone number. I called the warranty company and they told me that they had paid the dealership the money in Dec. 2018. On July 2, went into the dealer and I asked to speak with the Manager who immediately handed me off to Troy without letting me explain the problem. So, I spoke with Troy again and he told me that I am not entitled to the refund as it goes to the lien holder.
He then told me that they paid the lien holder in Nov. 2018. At that time, the lien had already been paid off, so, the money is due to me and at that time he told me that I would receive the money. As of today, the only exchange of money has been from the warranty company to the dealership. When I asked Troy to show me documentation about the money transfer or payment he rudely refused and told me that I was going to have to go after the lien holder to get the money.
The manner in which I have been treated with this company leads me to believe that this is a standard practice of keeping the customers money and denying they have it until the customer gives up. I am going to make one last attempt to work with the dealership to get my money.