Freedom Ford Lincoln of Morgantown

On May 27, [redacted] purchased a Subaru Forester with approx68,miles on it from usOur Business Manager recommended an Extended Service Contract to him since this car had no warranty remaining on itHe chose a month/ 12,mile extended service contract thru [redacted] *** and signed all of the appropriate paper work [redacted] claims he has e-mailed the dealership over times asking to get the service contract cashed outI am not sure what e-mail address he has been using, but no one at this dealership has received those e-mailsThis includes the General Manger, both Sales Managers or either F&I ManagerRegardless, an extended service contract cannot be cancelled over e-mail for multiple reasonsThe customer is required to come in and sign the paperwork cancelling the contract in personThis past Saturday, 08/20/2106, [redacted] came into the dealership and signed the required forms for cancelling the contractThe paperwork was processed first thing this morning, 08/22/and the refund will be sent to [redacted] which is the lienholder to [redacted] Forester within days, which is the standard processing time for these transactions

On May 27, 2016 [redacted] purchased a 2012 Subaru Forester with approx. 68,000 miles on it from us. Our Business Manager recommended an Extended Service Contract to him since this car had no warranty remaining on it. He chose a 12 month/ 12,000 mile extended service contract thru [redacted]...

and signed all of the appropriate paper work. [redacted] claims he has e-mailed the dealership over 100 times asking to get the service contract cashed out. I am not sure what e-mail address he has been using, but no one at this dealership has received those e-mails. This includes the General Manger, both Sales Managers or either F&I Manager. Regardless, an extended service contract cannot be cancelled over e-mail for multiple reasons. The customer is required to come in and sign the paperwork cancelling the contract in person. This past Saturday, 08/20/2106, [redacted] came into the dealership and signed the required forms for cancelling the contract. The paperwork was processed first thing this morning, 08/22/2016 and the refund will be sent to [redacted] which is the lienholder to [redacted] Forester within 30 days, which is the standard processing time for these transactions.

To Whom It May Concern: As a business, we do everything we can to make sure commitments are followed through. Unfortunately, even with good processes, occasionally someone "drops the ball" and fails to fulfill a promise. We do provide an owner's manual with every purchase and...

will happily provide one for this vehicle as well. If there were any employees who failed to follow through on commitments, we will address these processes with them and make sure they understand the importance of keeping true to our word. While I can't provide a year of maintenance at the competition, we do offer 2 years of maintenance at our facilities. We have 6 different locations that this can be redeemed at if our [redacted] Dealership is not convenient. I will personally make sure that the owner's manual is mailed to the address listed on this account. Thanks, [redacted]Director of Sales

I spoke with [redacted] yesterday by phone.   I have the extra key in question.   The key needs to be programmed and cut.   Since [redacted]is lives in [redacted] (approximately 1.5 hours from dealership), we are overnighting [redacted] the key and...

making arrangements for him to have the key cut and programed at Diehl Jeep in [redacted] township at our expense. I believe once the key is programmed and cut [redacted]s will consider this case resolved. Thanks, Stacy [redacted]Marketing DirectorFreedom Automotive Group & Mike Wood Toyota[redacted][email protected]