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Review 2/27/2010
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DECEPTIVE SELLING PRACTICES - At 10:30 AM on 2/12/10, I spoke to J.R. Roden with US DIRECT who recommended a 48mo/48,000mile Southwest RE Comprehensive Hi-Tech extended warranty for my Audi A8. I purchased this coverage and paid in full.
On 2/23/10, having still not received my "contract booklet," I called US DIRECT and speak with Hector. I'm told it mailed out 2/16 but find it was mailed to the wrong PO Box. Hector says he will resend it that day.
On 2/27/10, I finally receive my contract booklet and find US DIRECT has CHANGED THE COVERAGE to "Marathon Gold" which is NOT LISTED ON THEIR CONTRACT PAGE AND is INFERIOR to the Southwest RE Comprehensive Hi Tech coverage I purchased. I then called US Direct and left a message on Mr. Roden's extension notifying him the warranty coverage is NOT Southwest RE Hi Tech policy I purchased and formally requesting a full and immediate refund.
JR Roden contacts me the next morning, can't find me in their system, and transfers me to "Customer Service." I'm told it was a simple mistake and a corrected policy will be sent out immediately.
On 3/9/2010, I receive the corrected policy, I find that the insurer IS STILL NOT Southwest RE Hi Tech but now First Automotive Hitech Used. Unbelievably, the terms are again inferior to the Southwest policy AND THE COVERAGE HAS BEEN REDUCED BY 25% TO 36 months & 36,000 miles.
I call US DIRECT and again ask for "Customer Service" and am transferred to "Dick." Dick explains that they never offered a 48MO/48,000MI coverage, ALTHOUGH THE 1st CONTRACT SHOWS EXACTLY THAT! I then request a full and immediate refund and am told I will have to mail my written cancellation request and can expect a refund in about 3 weeks.
This company clearly employs deceptive selling practices every aspect of my experience is fully documented. If you choose to ignore my experience, 1)document in detail what you're told on the phone; 2)obtain a detailed copy of the coverage plan before you purchase; 3)purchase with a credit card; and 4)compare the pre-purchase coverage line for line the contract booklet coverage you receive in the mail.
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