Company Response
7/1/2021
I believe Ms. Williams has a misunderstanding of her Extended Service Contract. We offered Ms. Williams an Extended Service Contract (aka, Extended Warranty). The Extended Service Contract that she purchased has a term of 24 months or up to 85232 miles on the odometer, whichever comes first. It is not a Maintenance Contract and she was never told it was. We don't even sell Maintenance Contracts, so that term would not have even come up in a discussion. It is an Extended Service Contract (many people refer to them as Extended Warranties) that covers mechanical repairs, not oil changes. Ms. Williams was given a copy of the Extended Service Contract that explained everything, when she bought the car. Our Finance Manager also explained everything in full detail when Ms. Williams signed all of the paperwork. We're not a dealer who deceives people. We're very direct and very honest. We explain everything in great detail so that we don't have these kinds of misunderstandings. We believe in treating our customers like we would treat our family. On a side note, I received a phone call from a person a week or two ago who asked me if oil changes were covered by her Extended Warranty. She said that she was at another dealership and was trying to use her Extended Warranty to cover the oil change and they told her that oil changes aren't covered. She asked me if that was true. I said, "yes, that is true. Oil Changes aren't covered." She didn't ask me any other questions and just said ok, goodbye. I don't know if that was Ms. Williams who called me, but it sounds like it could've been her. I would've been glad to answer any questions she may have had, but I wasn't given an opportunity. Anyway, Ms. Williams stated in her complaint that the vehicle had a 5 year, 60,000 mile factory warranty and that she didn't need to buy a 2 year, 50,000 mile extended warranty. Her factory warranty was actually already almost 60% used up by the mileage limitation at the time she bought the car. I think she is misunderstanding what she actually bought. Her Extended Service Contract is good for 2 years from the date of purchase or 50,000 miles in addition to the mileage that was already on the odometer, whichever comes first. She purchased the vehicle with 35232 miles on it. Her Extended Service Contract is good until an additional 50,000 miles is added to the car or until 24 months if that comes first, which would take it beyond the factory warranty coverage. Many people buy Extended Service Contracts so that if the factory warranty mileage limitation runs out they'll still have coverage for repairs. If her factory warranty would've run out due to the mileage on the odometer hitting 50,000, her Extended Service Contract would've taken over coverage up to 85232 miles. Although, if she didn't reach that mileage (85232) within 24 months, the Extended Service Contract would've expired due to the 24 month time period. In addition to the mechanical repairs part of the Extended Service Contract, it also covers Rental Car reimbursement, Travel reimbursement, and Road-Side Assistance. These are benefits that aren't covered by the Manufacturer's Warranty that she has access to with the Extended Service Contract. It's hard to explain all of this in writing, but I've tried to do the best I can. I would much rather talk about this on the phone, but we haven't been able to make contact with Ms. Williams. Please ask Ms. Williams to call us or stop by to see us. We're very concerned when we have a customer who is upset. We have a great reputation and want to make sure Ms. Williams is 100% happy with us. I think it will help if she would call or come in to talk to us so we can clear up this misunderstanding. We're here to help our customers, not to harm them in any way. Thank you for the opportunity to respond.
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