After 7 weeks, and repeated phone calls and communications, I was notified that my requested warranty cancellation had not yet been processed.
In February I traded in a Jeep Liberty for a Lincoln Navigator. At that time I purchased a Warranty to cover the Lincoln just in case it had troubles. After a few months I decided the vehicle was not likely to be a problem and decided to cancel the warranty.
In early June I contacted Capitol Auto Park to find out how to cancel my warranty. Initially I was told I'd need to fill out a certain form (that would be emailed to me). They claimed they'd sent it and couldn't understand why I hadn't received it. They tried again and failed again. Not possible - my email account(s) all work just fine. I was then told that with my particular warranty I ONLY NEEDED TO REQUEST TERMINATION VIA EMAIL AND THEY'D TAKE CARE OF THE REST. I asked if there was anything else I needed to do and was assured the email request would be sufficient.
On June 13, 2013, I requested my purchased warranty be terminated and the pro-rated difference be refunded. I received email confirmation that they received the request.
I was told it could take up to 4 weeks for me to receive my refund. At approx. 3&1/2 weeks, I still hadn't received it, so I called. I was told to wait until the next week and allow the full 4 weeks to pass, so I did. I waited a week longer than necessary and called. They took my phone number and assured me they'd look into it and call me back. I had at least 2 other similar calls with them. NOBODY ever called me back.
On August 5, 2013, I called and spoke with someone who ASSURED me he'd look into it and call me back on the 6th... to my surprise, somebody DID call me back on the 6th.
I was told that the termination request could not be filed without a notarized mileage statement for the vehicle.
SEVEN WEEKS after my initial request I'm told that I need this statement. SEVEN WEEKS AFTER I asked them if there was anything else I needed to do, I'm told that there is indeed something else I need to do. I would have done this on June 13th if they'd asked me to.
The fact is: Their incompetence and laziness has led to a very substantial delay in the rightful return of my money.
After so much effort, frustration, and lost time, not to mention the fact I still haven't received my refund, I'd like a COMPLETE REFUND of the total amount I spent on the Warranty. Now.
Mr. ******* warranty was cancelled and dated back to June 5th when it was requested. Mr ****** bought a 2yr/24,000 mile warranty on a vehicle with 106500 miles. When the cancellation was requested by Mr ****** he was out of state and we needed to certify the mileage for cancellation. We told him we needed the mileage certified but would date the cancellation to the original request date. The warranty company handles the cancellation and reimburses a check for the pro-rated amount. Mr ****** sent us a repair order with mileage as of june 5th which is what was used for cancellation. Mr ****** used 12,225 miles of a 2yr/24,000 plan and a Dealer is also at the mercy of the Warranty company for refunds. Today 08/23/2013 we have not received the refund but we have the pro-rated amount and we will send Mr ****** a check for that amount. .In his complaint Mr ****** stated he decided to cancel the warranty because he didn't have issues but the truth was he had the vehicle in a service center for repairs that were not covered and then decided to cancel. The check went out today and Mr ****** was notified of that . Please close this case. Thank You ***** *********
(The consumer indicated he/she DID NOT accept the response from the business.)
Completely unsatisfactory response. The TRUTH is, I took the vehicle in for a routine oil change and while it was there I had them check it out to see if it had any other issues. I was told that there were some suspension issues that could use some attention. I asked if these things were covered on my warranty and was told, "No." So, when they oil change was finished, I contacted Capitol Auto Mall to ask them what I needed to do to cancel that warranty. My intention was to use the refunded warranty money to pay for future suspension repairs.
Not only did they not tell me I needed a 'notarized' (or otherwise officially recognized form) mileage statement at the time of my original contact, they also didn't tell me that in subsequent contact. I was told to just send in an email asking to cancel the warranty and to include my mileage. I went out of my way to make sure there was nothing else needed and was told the email would be sufficient.
I have since contacted the warranty company and they told me they have already issued the credit to the dealership, although the dealership denies receiving it (yet). They say those statements come through at the first part of each month. I'm not sure where that money is if the warranty company has sent it but it hasn't yet been received.
Furthermore, as of this moment I have not been notified by Capitol Auto Mall of any such "check in the mail" I am unable to reach the warranty company at this time as I am on Pacific Time and they are on Eastern Time and have already closed. I will contact them first thing tomorrow to verify the amount, then I will compare this amount with the 'supposed check in the mail'.
Final Consumer Response
Today (8/29/13) I called the warranty company again and re-verified that the credit had been issued. They told me that it was refunded at 100%. There was no loss due to prorating or mileage or any other reason.