Dick Hannah Nissan

To Whom It May Concern:On August 2nd, 2017, Dick Hannah Nissan was notified of a complaint filed by *** *** in regard to the processing of his cancellation of an optional service contract purchased on or around April 14th, Mr*** came into the dealership on or around June 19th,
and filled out the proper cancellation form with our business manager As indicated in his complaint, Mr*** was informed of an approximate 4-week processing timeWe processed the cancellation and drafted a check on August 1st, 2017, the day before we received notification of Mr***’s complaint and weeks, day from the time he came in and filled out the cancellation form I had the opportunity to discuss this timeframe with Mr*** and he is satisfied that the cancellation has been processed I also explained to Mr*** that regardless of when the cancellation money was or will be applied to his loan the lender does not apply cancellation funds towards previous or current payments but rather applies them directly to the principal balance The Dick Hannah Nissan General Sales Manager, James W***, also reached out to the client in an attempt to trade him into a different vehicle to lower his payment due to Mr***’s change in employment Unfortunately we are unable to assist in doing so now, however, we will continue to work with Mr*** as our inventory levels change and as his employment status changes Thank you for your time and please contact me if you have any further questions.Regards,Reuben W***General ManagerDick Hannah Nissan503-723-

*** *** purchase her vehicle from Gladstone Nissan on Gladstone Nissan received a cancelation request for the service contract signed & dated by *** *** on as product was unwantedGladstone Nissan forwarded this request to the product administrator on
Gladstone Nissan mailed the refund to the lender on file, *** *** *** on 5.26.13.Gladstone Nissan received a cancelation request via fax on for the gapGladstone Nissan forwarded the cancelation request to the product administrator on Gladstone Nissan received a letter from the product administrator on (dated 4.28.15) that they required proof of payoff to complete the cancelation requestGladstone Nissan spoke to *** *** to obtain the proof on payoff on Gladstone Nissan was instructed to mail a request for proof of payoff to *** *** to the attention of *** ***Gladstone Nissan mailed this request on as instructedGladstone Nissan sent a reminder via fax to *** *** at *** *** on 5.12.15, as this was still not received.Gladstone Nissan received the refund from the product administrator on The refund was mailed to the lender on file, *** *** *** on in error*** *** *** returned the refund to Gladstone Nissan on 6.9.15, and in turn our office mailed the refund to *** *** to the address on the cancelation requestOn the refund was returned by *** as "forwarding address expired"Gladstone Nissan re-mailed the envelope to the forwarding address provided by *** on Mindy, our cancelation processing clerk, spoke to *** *** on to confirm that she had received the cancelationGladstone Nissan apologizes for the extended delay in the processing of the gap cancelationThere were many factors that delayed this cancelation beyond the average 6-weeks the product administrator requires to complete these requestsGladstone Nissan acknowledges that we could have done a better job of communicating this to *** ***Gladstone Nissan is dedicated to learn from this mistake and use this as an example to better assist customers throughout this process in the future