Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/16/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On the purchase date when I was signing all the paperwork I was told I had to have gap insurance because the bank I got the loan through required it I now refinanced my car and they told me I would get a refund for the gap insurance I had however I didn’t the car store and the bank now claiming I couldn’t after 60 days which was also not explained to me I would have never got gap insurance if I didn’t have to have it it was a total of $699.00 and I want my money back
Business response
06/17/2021
At time of signing, the customer was given a choice of two ancillary products we are allowed to sell when financing through Peoples Credit Inc, (the lender we assigned her retail installment contract to). We are allowed to sell GAP Coverage and Vehicle Service Contract and only those that Peoples Credit Inc. allows to be financed by them and by providers of their choice.
At the signing customer declined to purchase a Vehicle Service Contract and agreed to purchase GAP Coverage. She clearly marked the box that reads "YES, I ELECT THE GAP WAIVER." and signed the GAP Coverage contract. There was a second option under that she left blank which reads "NO, I DO NOT ELECT THE GAP WAIVER.". She clearly signed the Vehicle Service Contract Quote she was given above the line reading "I have declined to purchase protection at this time.".
We can only assume she understood her choices as she took one and not the other. She had an opportunity to read, chose and that she did as is clear in her choice of taking one and not the other. We understand that we give a lot of information in a very short period of time while signing in our office and at the time she also had someone waiting for her outside. However, even if she didn't completely read or fully understand her GAP Coverage, she had copies to read and failed to do so.
Out of an abundance of goodwill and due to no obligation at all whatsoever, The Car Store Auto Corp. is willing to make the customer a one time payment of $500 to the customer. If she accepts the payment as it fully satisfying any claims she has she will need to accept the offer through the BBB and come to our offices to sign an agreement of understanding when picking up the check.
Customer response
06/21/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 15565071, and find that this resolution is satisfactory to me.
Sincerely,
Michelle ****
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.