I listed my car on autotrader.com for $50 and agreed to their terms. In my confirmation email, it details how I can get a refund if my vehicle doesn't sale. I was deployed on a submarine during July and August with no way of making phone calls, sending emails, or sending mail. According to autotrader, I had to mail in a refund request form between July 17 - Aug 5th. Obviously being on a submarine I could not mail anything in. Upon returning at the end of August, I contacted Autotrader requesting a refund. Every time I called they said it was still processing until finally they told me it was declined. On or about October 20th I contacted them again to redo my refund request and again they told me it would take time to process. I was just notified by their manager who runs their money back guarantee program that they will not give me my money back because I did not send the form in and that because it has now been 6 months, they cannot do anything. I explained to her how impossible it was for me to mail anything to them and that when I contacted them 2 months ago, it was inside their "6 month window." Please help me with this injustice.**Copied from confirmation email**"Money Back Guarantee:If your vehicle doesn't sell within 90 days, we'll refund the fees you paid for the initial purchase price of your ad, excluding the cost of any enhancements purchased. The Refund Request form must be postmarked between Jul. 17, 2014 and Aug. 5, 2014. Additional Terms of Sale apply."
Product_Or_Service: autotrader.com used car listing
I want my money back and an apology from them for their ignorance and disrespect.
Our records indicate, Mr. ******* placed his ad on April 17, 2014. He first contacted our office on September 11, 2014, by phone requesting the Money Back Guarantee (MBG). Per our records, the terms and conditions in relation to the Money-Back Guarantee were explained to Mr. ******* by an agent when he contacted us on September 11, 2014. The terms were e-mailed to him in the confirmation e-mail when he signed up and they have always been available on our site. Mr. ******* contacted our office again on October 31, in regards to the Money-Back Guarantee, in which he was informed by an agent and a supervisor, that he is no longer eligible for the Money-Back Guarantee because he did not complete and submit the refund request form postmarked between July 11, 2014 and August 1, 2014.
Mr. ******* ad ran from April 17, 2014 to July 10, 2014 with 1,673 search views and 15 car detail views. We offered to relist Mr. *******'s ad and he declined.
Mr. ******* is only entitled to a refund (with respect to an ad with the Money-Back Guarantee feature) under the following circumstances:
(i) your ad has run on AutoTrader.com for a period of at least 60 consecutive days from the date AutoTrader.com completed processing of your ad; (ii) you fully complete and submit to us a refund request form, available from the AutoTrader.com website, which must be postmarked within 21 days of your ad's expiration or after your ad has been on the site for 60 days, whichever comes first; and (iii) at the time you submit your refund request form, the vehicle advertised in your ad is still for sale by you and the title to the vehicle is held by you (or by a lien holder on your behalf). Once we receive your refund request form, we will review your request to determine, in our sole discretion, whether you have complied with all terms and conditions. This is our final response.
(The consumer indicated he/she DID NOT accept the response from the business.)
The above information is very incorrect. When I contacted the business on Sep 11, the representative informed me that due to the fact that I was deployed, she would submit the request to her superiors to give me a refund. When I didn't receive a call or email regarding this matter, I called in at least two more times to check the status on the refund. When I was finally notified that it was not processed due to me not mailing in my request, I informed that representative of the circumstances and they said that it should be approved and that they would resubmit it and make sure their superiors were aware of the fact that I was deployed. Again, I never heard back and with my busy work schedule I allowed several weeks to pass before realizing that I had yet to receive a response via phone or email. It was when I called in on October 31st that I was formally notified that I would not be entitled to a refund. So it took nearly 2 months of me calling them on several occasions to get an official "yes" or "no" from Autotrader even though they clearly had my contact information readily available.
After reading the terms and conditions, I am aware of multiple scenarios and time frames in which I could have sent in a request for a refund. However, I was sent one confirmation email and in that email, the ONE time frame that I had to wait for a refund was CLEARLY stated as being July 17 - August 5th. I see that as an unfair business practice to inform me that I have one chance at getting a refund, when in actuality I have multiple. For this reason, I have contacted my legal representation regarding a lawsuit. I have no qualms with paying legal fees if that means rectifying an injustice. It is hard to fathom such a large business being so small minded over a simple $50 issue. I don't ask anybody to pity me for being deployed or grant me special treatment, but it is sick that somebody would deny me the same privileges as somebody who is not deployed. I will be attaching a copy of the confirmation email previously mentioned that makes no reference to any other dates that I could have sent in my refund request.
Here is the initial confirmation email I received from Autotrader. I never received any additional phone calls, emails, etc from them. As you can see, there is a "Money Back Guarantee" portion at the bottom that notifies me of the days I could submit my refund request. There is a link for additional "terms of sale" in that same box, however, because it does not say anything about "additional terms of refund," I, the consumer, is left to believe that I have only one date range where a refund request would be applicable. I'm not sure how to submit this email into the complaint...can you please help me with this??
---------- Forwarded message ----------
From: AutoTrader.com <******************************>
Date: Thu, Apr 17, 2014 at 5:34 PM
Subject: Order Confirmation
Here's your order confirmation.
Click here to manage your ad.
Having trouble viewing this email?
Click to view as web page.
Manage Your Ad Enhance Your Ad Selling Tools Find Your Car Contact Us
Thanks for listing your car with us. Here's your order confirmation and some additional information you may want to keep handy.
How do I manage my ad?
To review, edit, renew or remove your ad you'll need to login to our Manage Your Ad page using your email address and Ad ID:**********. Be sure to click "Save Changes" at the bottom of the page when you're done. Changes will appear on the site within 24 hours.
How soon will my ad appear?
Typically, your ad will appear within 24 hours. In some cases it may take up to 48 hours. You'll receive an email once your ad displays on our site.
Where will my ad appear?
As an added benefit, your ad will also appear on MSN Autos and NADAguides.com. Your ad may appear on additional websites and in other publications as we develop new partnerships.
If you purchased an ad on KBB.com, it will appear on KBB.com shortly after it goes live on AutoTrader.com, and it will run for the same duration. If you choose to extend your AutoTrader.com ad, your KBB.com ad will be extended at the same time.
Note: Some features of your listing won't necessarily appear on KBB.com.
Finish Uploading Vehicle Photos
You've uploaded 0 of 9 available photos for your vehicle details page. You can upload remaining photos by email or by logging into Manage Your Ad page.
Upload photos by email.
Follow these steps to upload photos by email:
1. The subject line includes your unique Ad ID. Do not change this text.
2. Use the "Attach Files" feature of your email application to locate and add photo files to the email. There is a 554x408 (or 4MB) limit for each photo. If you email more photos than the number included in your package, the extra photos will not appear on your ad.
3. After you've attached all the photos you want to use in your ad, click "Send."
Please note: Photos attached to this email are automatically processed, and comments sent in the body of this email will not be read.
Typically, your photos will appear on your ad within 24 hours. In some cases, it may take up to 48 hours. Go to Manage Your Ad to make sure the photos are in the order you'd like.
Ad Traffic Reports
Total Charged $50.00
Feel free to contact our team of customer service representatives if you need help during the car-selling process Monday - Friday 8am - 8pm, Saturday 9am - 7pm ET or email us any time.
Money Back Guarantee:
If your vehicle doesn't sell within 90 days, we'll refund the fees you paid for the initial purchase price of your ad, excluding the cost of any enhancements purchased. The Refund Request form must be postmarked between Jul. 17, 2014 and Aug. 5, 2014. Additional Terms of Sale apply.
Ad Traffic Reports:
This feature allows you to see how your ad is performing by tracking the number of times your ad appears in shoppers' search results, and how often they see your full car details, phone number and email. View the reports on the Manage Your Ad page.
This email was sent by: AutoTrader.com, Inc.
3003 Summit Blvd. Suite 200, Atlanta, GA, 30319, United States
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Final Business Response
Mr. ******* can call the following number ************** and ask for a Senior Support Representative, to provide us with his vehicle information for his new listing.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)