I purchased my BMW from the Irving, TX (Texas Stadium) Carmax location in December 2004. May 31, 2006 was the first time I've had to take my vehicle in for a service problem.
I took my vehicle in at 7:30am to BMW of Dallas. Around 3pm, I was notified by the BMW dealership that they tried to contact the Service agreement company most of the day to verify coverage, etc, and he was told that my mechanical service agreement was cancelled in September 2005. I have never authorized, initiated or was notified of any cancellation of my mechanical service agreement.
Initially I spoke with the Mechanical service agreement company, who stated that they received a request to cancel my agreement. They stated there weren't any notes for a reason, or any copy of any request to retrieve. She stated that a check was cut the day Store 115 requested the cancellation of my service agreement and was sent to Store 115 in September 2005. I was never contacted about any refund of any money from my service agreement, again without my knowledge or consent. The woman I spoke with then advised me to call the Irving, TX location.
After speaking with ‘Sarah' in the business office at the Irving location, she offered a few ideas of her own for the reason why it was cancelled. She stated, “I think if you don't use the service agreement, they cancel it”. After telling Sarah the reason she just stated couldn't possibly be correct, she told me she would further investigate and call me back in 10 or 15 minutes after “unarchiving” my records.
An hour later I hadn't received a call, I called Sarah to ask the status. She then explained to me that Carmax Auto Finance “sometimes cancels service agreements due to being late on payments, or at the consumers request”. Again, I explained to her that this reason is totally incorrect; I have never been late or missed a payment. Sarah then stated that she would have to further investigate and call me back again.
Another hour later, Sarah called me to explain that she discovered a cancellation request that has “a line where my name should be signed, but it's unsigned. You'll have to call Carmax Auto Finance because they initiated the termination of your service agreement. Also we (the Irving location) received an email from Carmax Auto Finance to cancel the agreement.”
I called Carmax Auto Finance and spoke with a very helpful woman who explained in detail that Carmax Auto Finance does not cancel mechanical service agreements and that it was initiated by Carmax store 115. She called the Irving location to speak to Sarah and explained to her the reasons she had been stating to me are incorrect. The Auto Finance representative also asked to speak to Don Cantu (alleged manager) to try and rectify the situation, however she explained that his phone extension rings and rings, and no voicemail.
On my attempt, I asked to be transferred to Dave Cantu, his phone lines indeed rings and rings, no voicemail. I then asked to have ANY manager paged to speak with. “Arnold” picked up and tried to locate Mr. Cantu to no avail. I explained to Arnold the entire situation who listened and offered no apology, no assistance; just that he would make sure Mr. Cantu called me back. Arnold told me that Carmax would get my service agreement reinstated this morning. There has been no call has been received as of 1pm June 1, 2006.
I called BMW of Dallas to see if he was able to verify my service agreement and again, it is still be listed as cancelled, no change from May 31st. I called Carmax Auto Finance again at 12:30 and I was told that the service agreement company must find the original document that was sent from Store 115 in order to reinstate my service agreement, before they can reinstate it.
I was without my vehicle for a total of 3 days while Carmax Irving Texas attempted to find the cancellation request document and an ADULT answer to my questions.
3 days later miracously, my ESP was