Keri's Gold & Silver

Hello,
We have contacted [redacted] directly after investigating the matter. We are...

issuing a check to [redacted] for the amount deserved and delivering the check to him tomorrow, January 13th, 2016. Initially, [redacted] would have to wait 8 weeks for check processing from [redacted], the insurance and warranty company. Because of the situation being escalated, we wanted to address the matter and issue a check to the customer from McDaniel Automotive directly. This will help [redacted] and avoid him waiting an additional 8 weeks for the check to be processed and delivered.
Our communication with [redacted] has been escalated, reviewed and acted upon by our Executive Leadership team. This has been a matter we reviewed with extreme consideration of high value for our customers.
[redacted] and his mother-in-law purchased two vehicles from McDaniel Motor Company and purchased service contracts for both vehicles. [redacted] and his mother-in-law traded both vehicles in at another dealership, some time later. Based on the timing of their trade-in, they were to be refunded the prorated difference in the service contract. The service contract is through [redacted], a third-party company that specializes in insurance, service contracts and warranties. Traditionally, we help customers with filings and file paperwork with [redacted]. In this case, we received the request from [redacted]' mother-in-law and only processed the 1 vehicle in which she was the sole owner. We did not process the 2nd vehicle as we needed [redacted] and his mother-in-law's signature. Our failure was not notifying the customers that both signatures are required on the 2nd car. In response to our lack of communication with [redacted], we are taking responsibility and issuing a check for [redacted] our next business day.
Please feel free to contact me with any questions regarding further details.