Doug Henry Chevrolet Inc

The dealership owes me a refund for GAP coverage. I purchased a [redacted] Chevorlet [redacted] from this dealership in February of [redacted]. With this vehicle, I also elected to have GAP coverag (in the event of total loss, the GAP insurance will cover any amount not covered under a standard insurance policy). I traded this vehicle in the month of February of 2015. Upon trading in the vehicle, the vehicle I sold the [redacted] to advised I was eligible for a GAP refund since I had paid for it in full in financing the vehicle. I contacted Doug Henry Chevorlet at the end of Feburary (around 25th) in regards to this matter. I was advised by [redacted] (finance manager) to complete GAP refund paper and submit the paperwork to dealership. Upon receiving paperwork via mail, I brought in the completed paperwork at the beginning of March (around 10th or 11) and handed it to [redacted] directly. Mrs. [redacted] advised she would submit the paperwork and I would receive my GAP refund via the mail in about 6-8 weeks. At the end of April, I contacted [redacted] regarding the status of my refund. She advised it has to go through accounts payable and checks are cut on the 20th of each month.Furthermore, she told me the refund amount was $709 and she would email accounts payable to ensure they working on my refund check. Although approximately 6 weeks had passed, I took her word for it. Since this time, I have attempted to contact [redacted] via email approximately 3-4 times and she has not responded to my emails.We are not entering the month of June, and I still have not received my refund from this organization. I have made several attempts to communicate with the organization, however all attempts have failed. The dealership is keeping money and giving me the "run around" that is owed to me, and it is very frustrating. I will never do business with any Doug Henry Chevorlet again. Desired SettlementI would like me refund in the amount of $709.00 ASAP. From a business perspective, it should not take this long to provide the customer with a refund for money that is owed. The accounts payable department has the ability to cut a check at any given time to liabilites that are due to the company. It's amazing how an organization is so quick to take your money, but is not willing to give it back when the money is due. Business Response There was in fact a refund from the GAP coverage of $709.86. However, this guest owed Doug Henry Chevrolet, Inc a debt from when he originally bought the car. The vehicle he traded to us was a [redacted] and get had 3 liens and did not tell us about the 3rd lien of $465.03. We have emails where he acknowledged the 3rd lien and said he would not pay it. We also have proof we had to cover the 3rd lien to get a clear title to the [redacted] that was traded. When the refund was processed, it caused delays in our system internally due to the debt owed on the [redacted] trade-in. There will be a difference check for $244.83 mailed to the guest this week. This will clear up both debts to each party. Thanks, [redacted]Consumer Response That is completely not true! I have email communication with [redacted] informing her I knew nothing about a third lean on the vehicle. Furthermore, no one ever sent me any documentation from Doug Henry that this dealership had in fact put an additional lean on this vehicle. [redacted] informed me that this amount would be taken out of the salesman pay on selling the vehicle. It was not my negligence from the customer standpoint. If the salesman had performed all the research that is needed for a deal to go through appropriately this information would of been ready available, and not brought to the customer(myself) after I purchased the vehicle. So my question is, how do you go from taking it out of the salesman pay( which I have an email from [redacted]) specifically stating that, to taking it out of my Gap refund, when YOUR ORGANIZATION was negligent and uninformed. I knew. I knew nothing about a third lean and this was told to [redacted] via email. If we want to print out emails, I have all of them available. However, giving the recent events, Doug Henry Chevrolet never has to consider my business again and I will make sure everyone in my family and friends knows the same! These are shady business practices that are detrimental to customer satisfaction! Final Business Response Anytime a vehicle is traded you (the customer) are responsible for making the title free and clear. It is not our responsibility to find every lien and pay your debts. At some point you either signed and/or the 3rd lien-holder had a legal claim against you for $465.03. It sounds like your dispute with the 3rd lien would be more with the company that issued the 3rd lien and not the way we handled collecting the payment for the lien by using funds from your gap refund. Our organization was not negligent in not finding the 3rd lien, but this is something you should have informed us about. You neglected to tell us about the 3rd lien. The contract you signed showed that our dealership paid your 1st and 2nd liens, not the 3rd. You also signed a form stating we were using an estimated payoff and you would be responsible for any overages, or would be due a refund if we used a payoff that was too high. Our actions to collect your unpaid 3rd lien was both ethical and legal based on your signing our contract and estimated payoff agreement. The facts are You owed money for 3rd lien, we paid it to get clear title, you failed to pay us for your debt to us, so we collected it from your refund. Thanks [redacted]

Company failed to return funds in a timely manner in accordance with the companies policy and has failed to provide any information on statusOn February 19th I cancelled an extended warranty on a vehicle I had recently purchased and was preparing to trade in. I was informed both verbally and in print a return would take place in 6-8 weeks. At the end of week 7 I called to verify everything was "OK" with the processing of the return. I spoke with [redacted] the Finance Manger and was informed everything was fine and I should be receiving a check. At the end of week 9 and each week after for the next 3 weeks, I called and spoke with [redacted] trying to get an update. She informed me they were behind and a check would be "cut" and mailed very soon but could not inform me as to when. At week 12 [redacted] became rude and informed me the "girl who handles that has been told she has till the May 20th to mail checks" and I would have to wait till then. I called back and left a message with a receptionist for the General Manager to contact me due to the experience I was receiving but I did not receive a call. On May 27th I still have not received a check. I drove 30 min to the Doug Henry location only to be helped by a delightful receptionist named [redacted]. After a period of time she returns and informs me "something caused a delay in my paperwork and it was fax off again at the beginning of April". This contradicted the information [redacted] had provided each of the previous weeks. I once again left my number and request the General Manager to contact me. I have still not heard from the General Manager and do not know when my refund will be processed. The 6-8 week refund is now at 13 weeks and information continues to not be provided or even a simple follow up from management.Desired SettlementI request the this matter to be settled by completing the return of funds as agreed upon.Business Response I spoke with Mr [redacted] and apologized for the issue. We had some delays with completing the necessary paperwork to cancel and get him his refund. The issues were no fault of Mr [redacted] and were mishaps in our process. We are mailing Mr [redacted] his refund today, and he and I discussed with whom he left messages with at dealership. I have taken steps to prevent in future. I am glad Revdex.com and Mr [redacted] brought this to my attention. Thanks [redacted], General Manager