[redacted] contacted Jack Madden Ford Sales on December 12, at 10:am inquiring about a vehicle listed on our websiteHe explicitly asked about the plow shown in the picture online Mr [redacted] stated he assumed the plow was includedWe immediately responded at 10;and explained to Mr [redacted] that the plow was not included and our system had not updated the plow being added to the vehicleThere is a disclaimer on our website as some of the information listed on our website is manually entered and mistakes do happen.Jack Madden Ford
When I asked the person who would normally handle refunds of Vehicle Warranty's, it was explained to me the customer did not request a refund within the time period allowed for such a refund.The policy clearly states there is a day period to claim the refundMr [redacted] contacted our employee in October.Thank you, [redacted]
RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . Please add your rejection comments below. Regards, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
The answer given by the business ignores my complaint that I find the warranty situation to be deceptive and that there is almost no way to actually meet the terms of the refund agreement and my belief that Madden Ford had a part in marketing a warranty refund whose terms are nearly impossible to meet. In fact it makes obvious my assertion that there is short time for applying for a refund and that Madden Ford has absolutely no interest in making whole those customers Madden Ford marketed this warranty to under the guise of it being fully refundable. Jack Madden Ford had a part in selling a warranty refund that is practically impossible to meet the conditions of. Their paperwork only states that the warranty is fully refundable-it includes nothing about an incredibly short time frame in which to apply for the refund. It was not clear nor was it explained that the refund contract was issued by a third party and not the warranty company. Reading the warranty several times as the expiration date approached gave me no indication there was a time limit for applying for a refund-the fine print describing the time limit was on the reverse side of a different, hand-filled in piece of paper that was explained to me at the time was an application form for the warranty which apparently was in fact a separate contract for the refund with a separate company. The business also neglects to mention that I first filled out paperwork for this refund in June and was told that everything was in order and that I should expect a check in a month or two. October is when I followed up to see the status of the refund to find out no action was taken and that because no action was taken, the time limit for applying had expired. The business also neglects to mention that I told the employee I spoke to that I tried to cancel this warranty the same day I purchased it and was told that it was too late, but not to worry I'd get my refund when it expired-I have since learned neither of those statements are true. The company that marketed and sold this warranty, Jack Madden Ford, is falling back on fine print from a vendor as though they had no part at all in the high pressure transaction to pay for this warranty with the assurance that it was fully refundable-which it clearly is not but for meeting very fine terms. Jack Madden Ford sold and marketed this warranty and the refund agreement and to suggest that they have no responsibility in this is absurd. Because of the extreme confusion created by having several different companies involved, it was next to impossible to know the applicable terms. I do not believe this was done inadvertently. The employee I spoke to in October told me that they have had this issue crop up several times recently, yet Madden Ford has done nothing to protect their customers. Madden Ford made a commission on this warranty, a warranty and refund program that is so complex and confusing and so time limited to apply for the refund that it is nearly impossible to actually get the refund promised when the sale was made. I believe that Madden Ford marketed and sold this "refundable" warranty knowing how difficult it would be for customers to actually get the refund at the end of the term. The employee of Madden Ford also told me that it has been difficult for them to do this refund application because the refund company requires a letter from the warranty company stating that the warranty was not used. To apply for a refund I was told I was entitled to when I bought my car and was sold on the refundable warranty, I have had to negotiated a number of obstacles and barriers, obstacles and barriers Madden Ford was aware of when they sold this warranty. There are multiple companies involved, the time allowed to apply is short to the point of being impossible to fulfill, there are multiple contracts and multiple fine print terms across different contracts, and the amount of documentation required to apply requires a time frame above the 90 days after the expiration date or 30 days from exceeding 100000 miles. I am at 8 months past the expiration date and still do not have the entirety of the paperwork needed and only now gaining an understanding of the actual terms and companies involved. The refund was issued by a company other than the warranty company, it took me several months to figure that out. The fine print on the refund agreement is on the back of a hand filled in document that is separate from the warranty contract so my repeated reading of the warranty contract did not give me any notice of a limited time frame for this. As I mentioned, I was told at the time that the refund company contract was the warranty application and being hand filled out looks like an application that then generated the warranty contract. When in May I called the number on the warranty contract about the refund , I was not told about a limited time frame for applying because they clearly were looking at this from the aspect of a refund on the unused portion, neither they nor I had any idea there was a third company involved. Madden Ford was aware of that. That company directed me to the dealership to apply for the refund. I stopped at the dealership a couple of weeks following that call-May/June seems a very reasonable time frame to me to be beginning the process of applying for a refund on an extended warranty purchased five years earlier. In fact, due to the very limited window to apply for a refund, it was actually at the tail end of that window. Madden Ford was aware of this limited window from the time they marketed and sold this warranty refund to the present. Despite knowing the limited time, no one at Madden Ford mentioned this to me in June. I filled out the paperwork and received a call from the same employee I spoke to in October who first told me I wasnt entitled to a refund. That same employee finally agreed with me that I was entitled to a refund and told me everything was in order and to expect a check in a month or two. A reasonable person looking for conditions of applying for the promised refund would read the warranty contract. It is not reasonable that a person would look to the back side of a paper that was explained and appeared to be the application for the warranty. The paperwork from Madden Ford reads that the warranty is fully refundable if unused, it does not state that the warranty is insured by a different company that pays you if you do not utilize the warranty issued by another company. The employee of Madden Ford told me and I have since learned first hand that it is very difficult to contact the company that refunds the money. When I was pointed to the fine print on the refund contract, though I still was not aware it was a separate company apart from the warranty company, I called the number on that paper. It was nearly a month before I got a call-back from that company. That month to return a call takes up 1/3 of the time the consumer has from the expiration date and 100% of the time if the consumer passes 100000 miles. The warranty refund companies requires a letter from the warranty company that the warranty was unused. I called the warranty company and that letter will be issued in a couple of weeks. That puts the consumer halfway into the entire time to apply from the expiration date and past the time allowed if 100000 miles comes first. It is very clear that the only way to actually be able to meet the fine print of this contract is to start the application process practically the day warranty expires and it is impossible to get the application done if the consumer passes 100000 miles before the 5 year mark. I believe everything about this process to be deceptive, Madden Ford marketed and sold this warranty rebate program and was aware of the impossibility of meeting the terms, and I believe Madden Ford as the dealer that marketed and sold this product and made no attempt from the day of sale to the present to inform the consumer about this should make me whole on this money they guaranteed me by their employee if I did not utilize the warranty. Since by the admission of their own employee this has come up 6 other times so far this year and only 1 of the 6 has gotten the promised refund, this is not a misunderstanding on my part. This was a program marketed and sold by employees of Jack Madden Ford and as such, Jack Madden Ford should make me whole on the money I paid that I was guaranteed a refund for.
When I asked the person who would normally handle refunds of Vehicle Warranty's, it was explained to me the customer did not request a refund within the time period allowed for such a refund.The policy clearly states there is a 90 day period to claim the refund. Mr [redacted] contacted our employee in...
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Ms [redacted] did lease a new Explorer from Jack Madden Ford in June of 2016 and there was an outstanding balance due on her [redacted] lease. A check was sent to [redacted] Financial Services on August 24 paying off her lease. Jack Madden Ford will send a copy of check to Ms. [redacted].
[redacted] contacted Jack Madden Ford Sales on December 12, 2015 at 10:10 am inquiring about a vehicle listed on our website. He explicitly asked about the plow shown in the picture online. Mr. [redacted] stated he assumed the plow was included. We immediately responded at 10;25 and...
explained to Mr. [redacted] that the plow was not included and our system had not updated the plow being added to the vehicle. There is a disclaimer on our website as some of the information listed on our website is manually entered and mistakes do happen.Jack Madden Ford
[redacted] contacted Jack Madden Ford Sales on December 12, at 10:am inquiring about a vehicle listed on our websiteHe explicitly asked about the plow shown in the picture online Mr [redacted] stated he assumed the plow was includedWe immediately responded at 10;and explained to Mr [redacted] that the plow was not included and our system had not updated the plow being added to the vehicleThere is a disclaimer on our website as some of the information listed on our website is manually entered and mistakes do happen.Jack Madden Ford
When I asked the person who would normally handle refunds of Vehicle Warranty's, it was explained to me the customer did not request a refund within the time period allowed for such a refund.The policy clearly states there is a day period to claim the refundMr [redacted] contacted our employee in October.Thank you, [redacted]
RevDex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . Please add your rejection comments below. Regards, [redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
The answer given by the business ignores my complaint that I find the warranty situation to be deceptive and that there is almost no way to actually meet the terms of the refund agreement and my belief that Madden Ford had a part in marketing a warranty refund whose terms are nearly impossible to meet. In fact it makes obvious my assertion that there is short time for applying for a refund and that Madden Ford has absolutely no interest in making whole those customers Madden Ford marketed this warranty to under the guise of it being fully refundable. Jack Madden Ford had a part in selling a warranty refund that is practically impossible to meet the conditions of. Their paperwork only states that the warranty is fully refundable-it includes nothing about an incredibly short time frame in which to apply for the refund. It was not clear nor was it explained that the refund contract was issued by a third party and not the warranty company. Reading the warranty several times as the expiration date approached gave me no indication there was a time limit for applying for a refund-the fine print describing the time limit was on the reverse side of a different, hand-filled in piece of paper that was explained to me at the time was an application form for the warranty which apparently was in fact a separate contract for the refund with a separate company. The business also neglects to mention that I first filled out paperwork for this refund in June and was told that everything was in order and that I should expect a check in a month or two. October is when I followed up to see the status of the refund to find out no action was taken and that because no action was taken, the time limit for applying had expired. The business also neglects to mention that I told the employee I spoke to that I tried to cancel this warranty the same day I purchased it and was told that it was too late, but not to worry I'd get my refund when it expired-I have since learned neither of those statements are true. The company that marketed and sold this warranty, Jack Madden Ford, is falling back on fine print from a vendor as though they had no part at all in the high pressure transaction to pay for this warranty with the assurance that it was fully refundable-which it clearly is not but for meeting very fine terms. Jack Madden Ford sold and marketed this warranty and the refund agreement and to suggest that they have no responsibility in this is absurd. Because of the extreme confusion created by having several different companies involved, it was next to impossible to know the applicable terms. I do not believe this was done inadvertently. The employee I spoke to in October told me that they have had this issue crop up several times recently, yet Madden Ford has done nothing to protect their customers. Madden Ford made a commission on this warranty, a warranty and refund program that is so complex and confusing and so time limited to apply for the refund that it is nearly impossible to actually get the refund promised when the sale was made. I believe that Madden Ford marketed and sold this "refundable" warranty knowing how difficult it would be for customers to actually get the refund at the end of the term. The employee of Madden Ford also told me that it has been difficult for them to do this refund application because the refund company requires a letter from the warranty company stating that the warranty was not used. To apply for a refund I was told I was entitled to when I bought my car and was sold on the refundable warranty, I have had to negotiated a number of obstacles and barriers, obstacles and barriers Madden Ford was aware of when they sold this warranty. There are multiple companies involved, the time allowed to apply is short to the point of being impossible to fulfill, there are multiple contracts and multiple fine print terms across different contracts, and the amount of documentation required to apply requires a time frame above the 90 days after the expiration date or 30 days from exceeding 100000 miles. I am at 8 months past the expiration date and still do not have the entirety of the paperwork needed and only now gaining an understanding of the actual terms and companies involved. The refund was issued by a company other than the warranty company, it took me several months to figure that out. The fine print on the refund agreement is on the back of a hand filled in document that is separate from the warranty contract so my repeated reading of the warranty contract did not give me any notice of a limited time frame for this. As I mentioned, I was told at the time that the refund company contract was the warranty application and being hand filled out looks like an application that then generated the warranty contract. When in May I called the number on the warranty contract about the refund , I was not told about a limited time frame for applying because they clearly were looking at this from the aspect of a refund on the unused portion, neither they nor I had any idea there was a third company involved. Madden Ford was aware of that. That company directed me to the dealership to apply for the refund. I stopped at the dealership a couple of weeks following that call-May/June seems a very reasonable time frame to me to be beginning the process of applying for a refund on an extended warranty purchased five years earlier. In fact, due to the very limited window to apply for a refund, it was actually at the tail end of that window. Madden Ford was aware of this limited window from the time they marketed and sold this warranty refund to the present. Despite knowing the limited time, no one at Madden Ford mentioned this to me in June. I filled out the paperwork and received a call from the same employee I spoke to in October who first told me I wasnt entitled to a refund. That same employee finally agreed with me that I was entitled to a refund and told me everything was in order and to expect a check in a month or two. A reasonable person looking for conditions of applying for the promised refund would read the warranty contract. It is not reasonable that a person would look to the back side of a paper that was explained and appeared to be the application for the warranty. The paperwork from Madden Ford reads that the warranty is fully refundable if unused, it does not state that the warranty is insured by a different company that pays you if you do not utilize the warranty issued by another company. The employee of Madden Ford told me and I have since learned first hand that it is very difficult to contact the company that refunds the money. When I was pointed to the fine print on the refund contract, though I still was not aware it was a separate company apart from the warranty company, I called the number on that paper. It was nearly a month before I got a call-back from that company. That month to return a call takes up 1/3 of the time the consumer has from the expiration date and 100% of the time if the consumer passes 100000 miles. The warranty refund companies requires a letter from the warranty company that the warranty was unused. I called the warranty company and that letter will be issued in a couple of weeks. That puts the consumer halfway into the entire time to apply from the expiration date and past the time allowed if 100000 miles comes first. It is very clear that the only way to actually be able to meet the fine print of this contract is to start the application process practically the day warranty expires and it is impossible to get the application done if the consumer passes 100000 miles before the 5 year mark. I believe everything about this process to be deceptive, Madden Ford marketed and sold this warranty rebate program and was aware of the impossibility of meeting the terms, and I believe Madden Ford as the dealer that marketed and sold this product and made no attempt from the day of sale to the present to inform the consumer about this should make me whole on this money they guaranteed me by their employee if I did not utilize the warranty. Since by the admission of their own employee this has come up 6 other times so far this year and only 1 of the 6 has gotten the promised refund, this is not a misunderstanding on my part. This was a program marketed and sold by employees of Jack Madden Ford and as such, Jack Madden Ford should make me whole on the money I paid that I was guaranteed a refund for.
[redacted]
When I asked the person who would normally handle refunds of Vehicle Warranty's, it was explained to me the customer did not request a refund within the time period allowed for such a refund.The policy clearly states there is a 90 day period to claim the refund. Mr [redacted] contacted our employee in...
October.Thank you,[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Regards,
[redacted]
Ms [redacted] did lease a new Explorer from Jack Madden Ford in June of 2016 and there was an outstanding balance due on her [redacted] lease. A check was sent to [redacted] Financial Services on August 24 paying off her lease. Jack Madden Ford will send a copy of check to Ms. [redacted].
[redacted] contacted Jack Madden Ford Sales on December 12, 2015 at 10:10 am inquiring about a vehicle listed on our website. He explicitly asked about the plow shown in the picture online. Mr. [redacted] stated he assumed the plow was included. We immediately responded at 10;25 and...
explained to Mr. [redacted] that the plow was not included and our system had not updated the plow being added to the vehicle. There is a disclaimer on our website as some of the information listed on our website is manually entered and mistakes do happen.Jack Madden Ford