Bert Ogden Buick GMC

Every customer that comes into the dealership, has the
ability to negotiate the terms and conditions of their vehicle purchase prior
to signing paperwork to finalize their transaction. As a franchised automobile dealership, we
offer several aftermarket items, product warranties and
insurance products that
customers may purchase and include in the price of their vehicle and finance it
for the term that they agree to. This
was no different in Mr***’s case.
Mr*** agreed to the purchase price of the vehicle and agreed to
purchase the *** Protection package.
Our paperwork process includes multiple product disclosures and coverage
explanations so that there is no question as to what the customer has agreed to
purchase and no question as to whether or not it was properly disclosed. Mr*** signed multiple acknowledgements
and disclosures pertaining to the *** protection package that he elected
to purchase. In accordance with the
rules set by the *** *** ** ***, the *** protection
package is considered a product warranty and is not a cancellable item once the
final paperwork has been signed and the customer has taken possession of the
product. In Mr***’s case, all this
was done. The paperwork was signed, and
he took delivery of the vehicle.
Mr*** contacted the dealership two days after taking
delivery of his vehicle and expressed regret in purchasing the ***
protection package. He spoke with Jorge
G***, the General Sales Manager of the store who advised him that the
coverage was not cancellable. Mr
*** was not happy with the answer Jorge gave him and demanded to speak with
his supervisorMr*** refused to leave Jorge’s office after being asked
to wait in the customer waiting area. He
advised Jorge that he was standing in a public place and refused to leave until
he spoke to someone. Jorge did call me
and I instructed him to tell Mr*** that I would call him the next
business day.
The next business day, I contacted Mr*** and I reiterated
the fact that the product he had chosen to purchase was not a cancellable
product and that the contract he signed clearly stated that. He advised me that we should do everything
possible to take care of a new customer and that he would hate to have to start
telling people about his "bad" experience at our store. He even made mention of “attaching a poster
to his body and walking around the dealership to let other customers know that
they should not purchase the *** package”. I advised Mr*** that he had entered
into a binding contract and unfortunately a refund was out of the
question. He continued to express his
discontent regarding the situation. After
listening to him for about minutes, I advised him that at the current
moment, there was nothing I could do to refund him any monies. I did promise him a follow up phone call the
next business day and told him I would look at his paperwork to make absolute
sure there was nothing I could do to help him. The next day was a Saturday and I did become
sidetracked with some matters and did not get an opportunity to call him as
promised.
On Sunday morning at 8:am Mr*** sent me a text
message advising me that he had consulted with an attorney regarding the situation
and that this attorney had reviewed the entire contract and was accepting the case
“pro-bono”. This was the only reason
that I asked Mr*** to contact MrBob D***, as he is the person who handles
our legal matters and I felt that after the unnecessary threats Mr*** had
made, it was best that MrD*** handle the situation
After reviewing the matter with MrD***, we are steadfast
in our decision not to refund any monies to Mr***. After reviewing the paperwork Mr*** signed,
we have verified that Mr*** signed multiple acknowledgements and
disclosures pertaining to the *** protection packageI understand and am sensitive to the fact that
Mr*** feels he is entitled to a full refund, but that is just not
possible in this situation. I wish Mr
*** the best and we would be happy to take care of his automotive needs in
the future
I have attached the back of the contract that Mr***
signed. You will notice the disclosure on the bottom left that clearly states, “This
warranty is not cancellable by either party”
Respectfully,
Roberto G. L***
Executive Manager
Bert Ogden Edinburg

Had my car towed to their body shop after an accident the shop said they could do the work a week went by and no one contacted me about my vehicle or picked up the phone when I calledFinally, got a hold of someone and he said there was a problem with the appraiser and my car had just been sitting their for a weekNo one notified me or was going toHad to have it towed somewhere else horrible experience

Mr*** is correct in stating that the form sent in was not the exact form he signed, it was an updated form for the same product. Regardless of which form is referenced, the product is not cancellableMr*** claims that the form he signed was not properly disclosed and that the form does not reference the fact that there are additional consumer obligations

Every customer that comes into the dealership, has the
ability to negotiate the terms and conditions of their vehicle purchase prior
to signing paperwork to finalize their
transaction. As a franchised automobile dealership, we
offer several aftermarket items, product warranties and insurance products that
customers may purchase and include in the price of their vehicle and finance it
for the term that they agree to. This
was no different in Mr***’s case.
Mr*** agreed to the purchase price of the vehicle and agreed to
purchase the *** Protection package.
Our paperwork process includes multiple product disclosures and coverage
explanations so that there is no question as to what the customer has agreed to
purchase and no question as to whether or not it was properly disclosed. Mr*** signed multiple acknowledgements
and disclosures pertaining to the *** protection package that he elected
to purchase. In accordance with the
rules set by the *** *** ** ***, the *** protection
package is considered a product warranty and is not a cancellable item once the
final paperwork has been signed and the customer has taken possession of the
product. In Mr***’s case, all this
was done. The paperwork was signed, and
he took delivery of the vehicle.
Mr*** contacted the dealership two days after taking
delivery of his vehicle and expressed regret in purchasing the ***
protection package. He spoke with Jorge
G***, the General Sales Manager of the store who advised him that the
coverage was not cancellable. Mr
*** was not happy with the answer Jorge gave him and demanded to speak with
his supervisorMr*** refused to leave Jorge’s office after being asked
to wait in the customer waiting area. He
advised Jorge that he was standing in a public place and refused to leave until
he spoke to someone. Jorge did call me
and I instructed him to tell Mr*** that I would call him the next
business day.
The next business day, I contacted Mr*** and I reiterated
the fact that the product he had chosen to purchase was not a cancellable
product and that the contract he signed clearly stated that. He advised me that we should do everything
possible to take care of a new customer and that he would hate to have to start
telling people about his "bad" experience at our store. He even made mention of “attaching a poster
to his body and walking around the dealership to let other customers know that
they should not purchase the *** package”. I advised Mr*** that he had entered
into a binding contract and unfortunately a refund was out of the
question. He continued to express his
discontent regarding the situation. After
listening to him for about minutes, I advised him that at the current
moment, there was nothing I could do to refund him any monies. I did promise him a follow up phone call the
next business day and told him I would look at his paperwork to make absolute
sure there was nothing I could do to help him. The next day was a Saturday and I did become
sidetracked with some matters and did not get an opportunity to call him as
promised.
On Sunday morning at 8:am Mr*** sent me a text
message advising me that he had consulted with an attorney regarding the situation
and that this attorney had reviewed the entire contract and was accepting the case
“pro-bono”. This was the only reason
that I asked Mr*** to contact MrBob D***, as he is the person who handles
our legal matters and I felt that after the unnecessary threats Mr*** had
made, it was best that MrD*** handle the situation
After reviewing the matter with MrD***, we are steadfast
in our decision not to refund any monies to Mr***. After reviewing the paperwork Mr*** signed,
we have verified that Mr*** signed multiple acknowledgements and
disclosures pertaining to the *** protection packageI understand and am sensitive to the fact that
Mr*** feels he is entitled to a full refund, but that is just not
possible in this situation. I wish Mr
*** the best and we would be happy to take care of his automotive needs in
the future
I have attached the back of the contract that Mr***
signed. You will notice the disclosure on the bottom left that clearly states, “This
warranty is not cancellable by either party”
Respectfully,
Roberto G. L***
Executive Manager
Bert Ogden Edinburg

Mr*** is correct in stating that the form sent in was not the exact form he signed, it was an updated form for the same product. Regardless of which form is referenced, the product is not cancellable.Mr*** claims that the form he signed was not properly disclosed and that the form does not reference the fact that there are additional consumer obligations