H & R Block

Initial Business Response /* (1000, 6, 2015/11/02) */
In response to case id#[redacted]
Earlier in the month of October I received a phone call from [redacted] stating that she had totaled her vehicle and was in discussions with her lender about the pay off. In that conversation [redacted]...

stated that her lender asked if she had GAP Insurance only to find out she did not. Through [redacted]'s conversation she had with her lender she stated to the lender that she was told she had to purchase the extended warranty to get her approval. I stated that that would be in violation of "Truth and Lending" Laws. I asked that she allow me to pull her original file to review the documents. After pulling the file I found that we had offered her GAP Insurance and a Service contract and she had declined the GAP Insurance. I then called [redacted] and invited her in to review the documents in her file with, our General Manager ,the sales person and myself. She declined and stated that she would take us to court. I immediately told her I would be happy to give her our law firm's contact information.
She declined to reach out to our legal department. See Attached for documents
Initial Consumer Rebuttal /* (3000, 13, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Issues in response from respondent failed to address complaint regarding service contract, not GAAP Insurance on my vehicle. I understand GAAP insurance is my responsibility and I am not disputing that however; I do take issue with ether you or the lender required me to have in order to complete processing of my loan with the lender Wells Fargo. Per Wells Fargo Dealer Services, extended warranty was not a condition of loan approval.And per your your complaint response you stated it was part of loan terms and conditions. Ether Dealer Services at Wells Fargo or your agency is requiring purchasers to obtain extended warranty as a condition of loan approval which I feel may be in potential violation of Truth in Lending practices as you mention in your reply. In conclusion, I am seeking resolution of my service contract refunded. If resolution is not achieved, I may file Attorney General as next steps of action for reimbursement of my interest and service contract fees.
Final Business Response /* (4000, 16, 2015/12/11) */
We have responded to this complaint and have explained our case in detail. Attached to the initial response was a scan of an original document signed by [redacted] clearly stating that her purchase of an extended warranty is NOT a condition of bank approval.
Thank you
Mike [redacted]
Sales Manager

Customers issues were resolved with a paintless dent repair, buff out slight scratches and paint repair for deeper scratch.