Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used ***** from this dealership. After finalizing all the details, I was happy with the car. At the demo drive I noticed the windshield was cracked and Pointed it out. The salesman, *****, told me not to worry, that it would be replaced at no cost to me. Three weeks later, it left us stranded on the side of the freeway. We had it towed to TESLA and they diagnosed it with a complete battery failure. This repair costs anywhere between ****** and ****** dollars. Thank god it was still under warranty because they basically told me to kick rocks. I was given a contact number for ******, General Sales Manager, to figure out a solution. The car was in the shop for 2 weeks and after fighting for it, he agreed to openly give me a rental car for one week. ***** offers free rentals while your car is being repaired. After two weeks the repairs were done and they called me to tell me it was fixed. However, they said they couldnt give me my car because OMeara didnt pay for the windshield. They set up the windshield replacement before I even bought the car. How does it take over a month to provide payment details for a repair appointment that they set up? Any ways, it took an additional two days to finally get them to pay for the windshield so I could get my car back. Finally after almost two months of not receiving the title paperwork, the title showed up at my house. Which was weird because I listed Navy ******************** as a lien holder. I went to the *** to register it and had to pay an additional filing fee because they processed the paperwork incorrectly. 90 Percent of this entire process has been nothing but a giant catastrophe.

  

  Business Response

  Date: 12/10/2024

  Customer was taken care of and reimbursed for his late fee.

• Initial Complaint

  Date:11/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 31, 2024, I was preparing to purchase a 2024 **** ************* with AWD and Extended Range. I negotiateda deal with a different Colorado dealership (**** **** **** of Chapel Hills) and had a signed buyer's order for the deal. My wife noticed that O'Meara Ford had the same exact vehicle(same model, trim, options, color, etc) and that they also advertise (on their website, on individualcar listings, on public billboards, and others) that "OMeara **** will beat by $500 any advertised or negotiated price on an alike, in-stock, new ****or we'll write you a check for $5,000." O'Meara Ford is much closer to our home so we decided to pursue this offer. I spoke with a sales consultant first named ****, who was texting me from **************. I sent him all of the required documents listed in their offer disclosure "Present a bona fide signed buyers order and website ad from a competing ************* dealership at time of purchase" and he said he would connect with a manager to match the deal. I got a call from ***** ******, New Vehicle Manager, who said that they could not match the deal because they would be "losing money on it." I said that is fine, and asked about the "Beat ant offer by $500 or cut a check for $5,000" offer they advertise widely and was told, "That's not going to happen." ***** called me and left a voicemail using303-254-5001 and left a number for me to call him back at ************. I ended up purchasing the vehicle from the dealer in ****************. I am appalled that a car dealer is able to advertise something so widely in so many different areas and when asked to honor the offer, completely refuses. This is false advertisement and a deceptive business practice. I would have purchased with them had they "beaten the deal by $500," but seeing as they would not, I would like them to honor their promise of "cutting a $5,000" check. If not, I believethey should be required to remove this false advertising.

  

  Business Response

  Date: 11/06/2024

  This customer worked everything over the phone. She sent us a worksheet from **** **** but we did not receive a buyers order.  No doubt, it is our goal is to sell every new car possible, unfortunately for us all, as we lost the sale, the worksheet does not qualify as a buyers order and the **** **** disclaimer states This is not an offer or contract for sale so we weren't able to validate the deal.  Our apologies for any miscommunication if we failed to clarify the need for that signed buyers order and thank you for the opportunity.  You made a great choice on purchasing a Mach E, we wish you well.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We took our vehicle in for a repair. Because the vehicle has special equipment in it that cannot be outside in temperatures below freezing, we brought it in to be diagnosed, took it back to our shop and waited for the parts to arrive. They called us when the parts were in and the timeframe for the repairs were told they would be done same day (so we could pick it up and not have it there in the cold conditions). As the day of service went on, the technician said they were not able to complete the service the same day and would have to keep it overnight. We then stressed to them about the importance of the vehicle being stored inside. We have voicemails and messages of this as well. The technician understood and so we left it. Well that didn't happen and the unit froze causing several thousands in damages. This is the 2nd time this dealership has done this now(which is why we waited for the parts to arrive for the repairs and why we stressed the importance of it being stored inside). They had to pay for it to be repaired the last time but are refusing to take any responsibility for this occurrence. When I initially brought it to their attention. They said the technician wasn't with them anymore and the calls are recorded so they would have to review the calls, never heard back. We have been trying to resolve this since it happened in 2023 but they are refusing to take accountability even with all the documentation showing it's negligence on their part. The vehicle has been out of service since this because the parts needed were on backorder for 9-12months so we have had loss of use on this vehicle as well.

  

  Business Response

  Date: 10/16/2024

  After completing our due diligence, we have decided to reimburse the customer for the Eco Restoration & Cleaning repairs of $2,976.49.

  We apologize for the inconvenience.

  Sincerely,

  ***** ********

   

  Customer Answer

  Date: 10/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see the attached letter for detailed complaint.

  

  Business Response

  Date: 08/09/2024

  Vehicle has a clean Carfax. The reason it has taken this long is due to the fact that the part service needed was on back order. However, service searched for the part at other **** stores and they found one at a ford dealer in **********. The part arrived today and the vehicle will be done Monday. We have been in communication with customers dad about all of this, also spoke to him today and informed him that it will be ready Monday.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22120100
  
  I am rejecting this response because:

  The report may say that there was no wrecks but its obviously not accurate. It also doesnt show that there was an owner in 2023 that owned it for 2 months. OMeara did not do their due diligence before listing this car. There were multiple things wrong with it and the frame was bent. If your shop even did a decent job then they should have noticed a bent frame and inspected it a little further. This whole situation has been the worst customer service experience Ive ever had. They have made no effort to help out a customer which is very sad. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/09/2024

  *************** purchased the vehicle on 2-19-24, about 5 months later *************** brought the vehicle to service on 7-5-24 for an a/c concern, which we fixed for ***************. The vehicle does not have frame damage, the radiator support beam was bent.  The vehicle went through inspection on 2-9-24, there was no issues with the a/c and or radiator. We completed our maintenance inspection, four-wheel alignment performed and the cabin air filter was replaced. Thats all that was needed on 2-9-24.  If the a/c and or radiator had a fault we would then inspect that particular item and would have removed the radiator and found what the problem was. The a/c and radiator worked perfect on 2-9-24. As part of our inspection process, we do not remove radiators to see if the radiator support beans are ok, especially if it works perfect at the time of inspection. Regarding due dilligence, we are only able to purchase the Car Fax for the comsumer, we have no way of controlling the data in that report as we are not affiliated with that company.  If there is an error in the car fax report - we can not control nor alter that information.  We would like to help and want to do everything possible to provide outstanding customer service, that's how we've remained in business for more than 100 years, but there is simply nothing more we can do.  We have no control over the Car Fax report, and with *************** driving the car for 5 months before returning with a concern, we have no way of knowing when or how that damage was caused.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22120100
  
  I am rejecting this response because:

  It was about 4 months when I called about the issues and your service **** couldnt get me in for a month. And I was on a couple of trips so it sat in the garage before I even had a chance to call and get an appointment. Your service department were the ones that specifically told me there was damage to the frame. If it were something I had done why would I choose to pay $5000 instead of going through my insurance and paying a $500 deductible instead? After all this, I had the car back less than ********************************************************************************************************************** the shop for almost two weeks. I requested updates multiple times with no response. This car has been nothing but a lemon. I just wanted to trade it in and get what I paid for it to get something else but you all made no effort to help in any way. I have never received such poor service. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (Copied email sent to Omeara **** Staff)Im am hoping to get ahold of someone that can right the wrongs that I have experienced from the date of the sale.My experience with Omeara **** and staff has been horrible and concerns about my vehicle havent been resolved and now requiring more work in less than 3 months my truck has gone in for service and repairs stemming from issues when the vehicle was first sold. I have since emailed all staff that I can about my experience and will be contacting a lawyer

  

  Business Response

  Date: 08/09/2024

  Tell us why here...Mr. ********* F150 was brought into the service department 7/25/24 The diagnosis to repair the check engine light and poor fuel economy is to replace the catalytic converter. Mr. ********* extended warranty does not cover catalytic converters. **** will not cover the catalytic converter because the mileage is ****** out by mileage. 

  ***********************

• Initial Complaint

  Date:05/22/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle from ************ February 3rd 2024.On March 12th we went in to cancel the extended service warranty and ***. We had several office visits and they said it was taken care of, we waited and made several calls they won't answer or put us in voice mail. No answer. The amount $8435.00 Need some advice please ************************ ************

  

  Business Response

  Date: 05/28/2024

  The warranties have been cancelled; check was sent last week. The bank should process this check within a week, so customer should have already received in their account.  Thank you.

  Customer Answer

  Date: 06/02/2024

  As of 6/02/2024 ,Omeara **** has not refunded the money to  ******************* for the cancelled extended warranty. 

   

  Customer Answer

  Date: 06/07/2024

  I am updating you on the case we have concerning Omeara ***** As of 06/07/2024 we have not received a refund. Can you help us ,we haven't heard from them ,and the ******************* representative said they have not received anything from them either. 

  

  Business Response

  Date: 06/11/2024

  Unfortunately the holdup is with the bank, so theres not much we can do. Possibly ***** can call and move the bank faster. We  called and verified with accounting, the check for her warranty cancellation is currently at the bank and has been there since the 24th. We are waiting on the bank to process it. Apologies again. 

  Customer Answer

  Date: 06/18/2024

  We did not receive an email fron Omeara ***** as of 06/18/2024.

  Customer Answer

  Date: 07/12/2024

  Omeara **** sent ******************* $6900.00 . The total amount for warranty, gap insurance, windshield,  and etch was $1535.00 more than what was received . 

  Customer Answer

  Date: 07/15/2024

  Omeara **** sent ******************* $6900.00 ,according to the contract Omeara still owes $1534.00 .I tried resending the pic of the contract but it's too large to send.

  

  Business Response

  Date: 07/16/2024

  We are mailing her a check for $1,534, since etch and windshield cant be cancelled. Thank you
  

  Customer Answer

  Date: 07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ****** Tacoma from OMeara in January. My temp tags expired on 3/20. On 4/3 I talked with someone in finance who said they would mail me new temp tags and get back with me as to the delay in getting paperwork to my clerk so I can get plates. *** received neither new temp tags nor a reason for the delay on my paperwork. Ive called 6 times in the last couple of weeks with one reply from the sales guy I emailed trying to resolve this issue. In his reply is that its not illegal to drive with expired temp tags, just the inconvenience of getting pulled over. He also blamed the dmv for the delay. *** reached out via email to the General Sales Manager and Finance Manager without a reply. I visited my county clerk and was told that they received the paperwork on 4/4 but sent it back on 4/10 due to being short of funds for taxes. Ive attached pics of the emails I have sent to various people at OMeara. If you want any customer service at all, dont go to ********************** ***** I have no idea why they are holding my registration paperwork and MY funds that I paid for tags/title/license hostage as they just ignore my emails and calls.

  

  Business Response

  Date: 05/02/2024

  Apologies for the delay, your registration is at the **** We just emailed and left a voicemail with your Title number.  Please call or email our Sales Manager, *****************************, if you need anything further.  ************************************.

  Customer Answer

  Date: 05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/02/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Mustang Mach E from O'Meara Ford on Wednesday, March 27, 2023. The sales person (*********************** (LT)) was pleasant - we had driven from Aurora to ********** to see the car. We liked it and decided to buy it on the spot (unusual for us as we normally wait 24 hours). LT assured use that we could fill out paperwork for inhouse financing but if we had a better rate with USAA that ******* would do whatever was necessary to move the financing over to USAA. With that, we wrote a downpayment check for $8,000. LT assured us he had talked to the finance department and that they understood our desires. During financing, I mentioned we were looking at USAA and that we expected financing would be shifted over to USAA if they had a better rate. The Finance Manager (******************* (JA)) was probably too busy trying to sell add-ons to us that he didn't hear or acknowledge that. I was uneasy but trusted LT's ***** The next morning I checked with USAA - their rate was better. I emailed the document USAA needed to have filled out to ******* on Friday, 3/28. The manager (****) responded that he had received my communication. I replied to his email asking for confirmation when the paperwork was returned to USAA. There was no response. I followed up today (4/1) with a call to LT. LT turned me over to JA in finance. JA claimed he had no prior knowledge of this and so completed inhouse financing over the weekend. I told him I wanted my financing with USAA, the car is now insured with them as the lender. ******* has taken no action to correct their errors and finance the car according to the verbal agreement we had with LT. I would expect they would at least investigate their communication issues and take action to do that, regardless of what it costs them to make up for their mistake.

  

  Business Response

  Date: 04/09/2024

  Our apologies for the error. We are cancelling the current contract and will setup through USAA as requested. Please let us know if there's anything else you need and thank you for your business.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21516821
  
  I am rejecting this response because while they have completed the work of moving the car loan to where we originally agreed, they have not yet removed the credit inquiries from my credit report.  The TransUnion report shows two hard inquiries (one from ******* and the other from Capital One).  The Equifax report shows four hard inquiries (*******, ************ Kroger and a credit union) all on the same day.  I specifically asked the dealership to withdraw all those since we didn't finance through them.  As a result of those, my credit rating dropped 20 and 23 points respectively.  I wrote to thank them for getting the loan moved to USAA and again asked them to follow through and clean up the mess they made on my credit report.  
  
  Once those credit inquiries are removed (or reversed), I will agree this has been satisfactorily resolved.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/12/2024

  Heres the response. 
  ************ signed and approved an Application for Credit, ******************* application for credit was submitted to various lenders in an effort to obtain the lowest interest rate for ************.
  
  After agreeing to terms and signing a bank contract for financing through ************************ after signing with *********** spoke with his bank (USAA) and requested for OMeara **** to rescind the contract with ***********, so ************ could finance his vehicle through USAA.  OMeara **** contacted *********** and rescinded the contract.
  
  Since ************ signed the Application for Credit (requesting financing) he would need to contact the various lenders and request that they remove the credit inquires.
  
  ***************************

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21516821
  
  I am rejecting this response because:
  The finance department should NEVER have made the inquiries until they heard whether we were going to go with USAA or not.  Our sales staff told us we could complete the paperwork for ********* financing but that it would be held until we were able to determine if USAA's rate was going to be better or not.  With that assurance, we wrote an $8,000 check to start the process rolling. During the 'signing' we mentioned we were going to check with USAA at least twice. The Finance person was probably too busy trying to upsell to pay any attention to it.  
  
  The next day (I think Thursday) we confirmed with USAA that their rate was better. I EMAILED ******* (to the attention of my sales person) to let him know we were going with USAA. I attached USAA's documentation for the dealer to complete with that email. We got a response from the manager, letting us know they had received our correspondence and asking us to let them know if they could do anything else. I responded directly to the manager that I would like confirmation that our financing paperwork with USAA was taken care of.
  
  The manager did not respond on Thursday or Friday.  On Sunday evening, I emailed to find out the status. Monday I called my sales person and asked what was going on. He didn't have an answer and turned me over to Finance. Finance called me back that afternoon stating that because they hadn't heard from me they went ahead and processed the paperwork through their financing over the weekend.
  
  They have already admitted the acted incorrectly and reversed that.  The only way I will consider this resolved, is for them to REMOVE all credit inquiries from my TransUnion and Equifax accounts.  Had they proceeded as the sales staff told us they would, they would have processed USAA's paperwork and never needed to do any of the inquiries - whether we signed or not.  
  
  ********* lack of following through on communication is solely the cause of this situation. And if they truly feel they have the public best interest at heart, they will own up to their mistake(s) and make this right.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/12/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle from this business on December 7th, 2023. I have no documents that break down what I paid, as the dealership will not send them to me. The car was $24,000 and I estimate taxes to be around $3,000. I had to rush out to pick my son up from school, so after agreeing to an added warranty of around $5,400 I left. For clarification, we put down $6,000 so our loan should have been around $27k. When my wife went through the paperwork, we realized that the cost of the vehicle was almost $2,000 more than we had agreed to ($29,461.00) AND the mileage was off by 30k miles, which in turn would end our warranty early. We called and asked for a copy of the paperwork to see the cost laid out, but we were not given that. We also asked for the corrected mileage on the title and corrected warranty paperwork. We were told the extra cost was "taxes" and a luxury key replacement that was never mentioned before signing paperwork. I called ****** the finance manager over 10 times before he finally sent the paperwork that we needed to cancel the added-on features. I sent the paperwork in immediately as we had been going back and forth for weeks. The paperwork was sent in on 12/18/23. The paperwork states "Cancellation are processed when all the information above is turned in and received by O'Meara Ford." This paperwork was sent back directly to the email ****** provided. In February we reached out to ****** via email about the paperwork and refund and got nothing back. We called 5 times with no response. We sent a follow up email and he finally responded. I have attached the emails to this complaint. Today is 3/12/24 and we haven't received any money back nor have we received any updated paperwork for our vehicle. We would like the updated warranty paperwork and the cost we paid laid out, so we know everything is correct. We would also really appreciate our refund (which we still don't know the amount of because it still has not be provided to us.)

  

  Business Response

  Date: 03/18/2024

  We have send the customer a break down of all the numbers and also canceled road hazard for him and updated the mileage on his extended warranty contract.  All details have been sent to the customer.

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21421371
  
  I am rejecting this response because:

  I have not received break down of the cost. I am looking for paperwork that shows- cost of car, dealership fees, taxes, warranty, and anything else that would add up to our total in question. Once that is received if the numbers match, we will close the case.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/27/2024

  Hello,

  I wanted to let BBB know that I got everything I needed from the business and I appreciate the help BBB provided. Our complaint has been resolved.

  Thank you,

  **********************;

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I dropped off my vehicle to O'meara Ford in ********** ******** On November 14 2023. I was told it would take 10 days to determine if the repair would be under warranty, so I paid for a rental while it was in the shop. On day 10 they determined it was a repair that was under warranty so at that point they were able to provide me with a loaner vehicle. I asked ***** at ******* how I get reimbursed for the rental and he told me to call ************. I spoke to someone on the phone and they told me in order to process the refund I have to call back once the car is repaired and provide them with my invoice number. So I go and pick up my vehicle on January 4 ****. I then call the number again and then am told that the dealership is responsible for my reimbursement. I inform them that I was told by ***** they do it, so they got on a 3 way call and told ***** how to go about the reimbursement, he agrees, and then he disconnects. They then tell me I have to go back to the dealership and provide him with my invoice number and he will process it for $40 for 5 days. I let them know that my contract, I signed when purchasing the vehicle says $35 for 10 days. They tell me that is inaccurate. I have tried to get someone to recognize that this is a legal signed document and they keep telling me their documentation says otherwise. I spoke to the finance department at **********************, (*****) and he verified that yes I am correct it is $35 for ************************************************************************ 2023 about the ****************** and that is why it is limited to 5 days. However I am wondering if they actually have the right to update a contract that is signed prior to their warranty changes. I appreciate your time and helping me deal with this situation. Contacts:Rose (**** Extended Warranty customer service) case number *********** ***************); *********************** at ******* ************** ************************* at ***************** **************

  

  Business Response

  Date: 01/19/2024

   Left a message at ************. Asked her to call my direct line at ************. Thanks ***********************

  Customer Answer

  Date: 02/06/2024

  Hello. Just wanted to let you know this issue has been resolved with *******. After being in communication with the BBB they reached out to me and helped resolve the rental complications. I received my correct payment.

   

  Thank you, ******