AutoNation Ford Scottsdale

Mr. [redacted] first contacted our dealership in August of 2014 regarding an interior/exterior warranty he had purchased with his vehicle in October of 2011. At time of purchase, with any new or used vehicle, the customer is given the opportunity to purchase a number of different warranties. We explain...

the warranties, their coverage and even if they are abled to be cancelled at a later date. The customer makes the choice at that time to either purchase these items or decline the coverage. A customers interest rate and term of loan have nothing whatsoever to do with what warranties are offered or if the customer does or does not purchase any warranties. A customer’s interest rate and terms are determined solely by the customers credit history and personal preferences.Upon contacting our dealership Mr. [redacted] was extremely upset with the PermaPlate warranty he had purchased. He stated he tried to file a claim regarding a stain on his leather seat and was denied. According to Mr. [redacted] the warranty company denied his claim due to the time frame the stain was reported. On the reverse side of the customer’s contract are the details regarding the warranty, including claim procedure. This states "In order to reasonably minimize further damage which might occur, a claim also must be filed within 30 days from the earlier of either the appearance of damaged covered by this Guarantee or the time when the damage could have been discovered upon reasonable observation or inspection" However the date the customer provided the warranty company was over 100 days outside this window.As an act of good faith we contacted the warranty company on behalf of Mr. [redacted] and stated our disappointment in the claim being denied. The company informed us they did initially deny the claim because it was well over the time limit set to file a claim; however, after speaking with Mr. [redacted] they offered him an exception and approved the claim. They gave him the contact information for the company who would complete the work so he could set an appointment with them directly.Our dealership was unaware of these details when Mr. [redacted] contacted us. We were only told the claim was denied.After speaking with the warranty company we then contacted Mr. [redacted] and informed him the warranty would approve the claim and he needed to set up an appointment with the company provided.Mr. [redacted] then informed us he did not want the warranty company to perform any work on the vehicle but instead was only interested in a full refund for the warranty. He stated the warranty company would not refund his money so he wanted Autonation to provide him a complete refund. We explained to Mr. [redacted] we could not provide the refund. This warranty is not a cancellable warranty as was explained to him at time of purchase, and we had already paid the warranty company on his behalf 3 years ago at time of purchase.The warranty coverage, terms and conditions are between the customer and Permaplate not AutoNation. As part of our good customer relations policy we reached out to Permaplate on behalf of Mr. [redacted]. While we strive to offer exceptional customer service we can not cancel a warranty of which we do not have ownership. We encourage all our customers to deal directly with the warranty companies such as Permaplate, to resolve any warranty issues that may arise, as we have no control over warranty matters.