I purchased my vehicle, paid in full in 2008. In May of 2010 I received a notice informing me that my original warranty was about to expire, and that I could take advantage of an extended warranty through them.
I immediately called and spoke with the agent, Michael Ingracia. He was seemingly thorough about the full warranty protection plan, and I continued to discuss with him the fees, deductible, coverage, and of course if my vehicle qualifies for this plan considering my current mileage. I submitted to him via phone, my VIN#, correct mileage and provided him with info he needed. Upon doing this, he put me on hold and came back stating that I do in fact qualify for the full coverage warranty since I have not had any problems since I purchased the vehicle 2 years before, and more importantly the mileage on my vehicle is below what allows a customer to qualify.
I lost signal on my mobile several times, and he called me back, which at the time I thought he was going above and beyond his duties as a customer representative. Never having been scammed, I didn't think twice about him being persistent in calling me. In fact, I thought it was professional because much like everyone else who has had a call drop with something important, it would be a dream to have the same the customer rep call us back, rather than having to call them back and have to explain everything all over again.
Once he called back, he went through all of the information I provided him and verified it as correct. He informed me that they have several payment options. After discussing them, I made my initial deposit and he then stated that I would receive the informational packet along with my membership card. Which I received within 9 business days, and I called back to let him know I received it.
Months had gone by and I was being charged every month, and having no problem with my vehicle I didn't expect any scam or wrong doing on their part.
As of last August 2010, I had to take my vehicle in for service. I immediately called Michael Ingracia back, and come to find out he was no longer an employee of Motor Vehicle Solutions. I then asked the customer rep what I needed to do, and the MVS representative stated that I had to have my JEEP towed to the dealership at my cost, and they would reimburse me 100% on top of providing me with a "free" rental once everything is approved. I was informed that I would have to fax any documents and /or receipts I would have for any repairs or oil changes I had on the vehicle.
Upon towing my Jeep, I continued to call almost daily to find out when they would send someone to the dealership to "inspect" my vehicle. I grew tired and began calling the dealership and spoke to Chuck, the service manager. After expressing my concerns, Chuck then explained that most companies like Motor Vehicle Solutions tend to only respond if I'm a pain in the a**. Which makes sense considering that all of my calls were never replied to, and so I continued to call and now demanded to speak to someone immediately. I was then told that someone would contact me via phone but, they never did. I even asked who my agent was and they couldn't provide me with a name or extension number.
After a few weeks I received a call from Chuck at the dealership, informing me that Tom Schiller (an agent i never knew I had) had just called him and for me to call his office immediately. I then called Motor Vehicle Solutions and asked for Tom Schiller, and to no surprise I was put on hold after verifying my information, only to be put through a call that was not answered.
My annoyance with being ignored and avoided grew for a variety of reasons, and I was especially bothered by the fact that Motor Vehicle Solutions continued to charge me the monthly fee, all the while doing absolutely nothing. I called every single day, sometimes a couple of times a day and finally received a call from Tom Schiller informing me that I had to further inconvenience myself and fax all of the info back into to them because they have no record of it. The fax number was then verified, and to no surprise I had written down the correct number. For some odd reason, Tom Schiller then gave me another fax number. To avoid any more issues, I then faxed everything to both numbers, and upon receiving the fax he personally called to inform me that everything was in order and that they would finally be sending someone to inspect my vehicle which has been sitting at the dealership.
The insanity of the situation worsened, and nearly 4 months since I initially filed a claim my vehicle was still at the dealership and upon the dealership completing the repairs, I received a notice in the mail stating that my claim was denied. I immediately contacted Motor Vehicle Solutions and was turned away but, not before being told they could issue a refund for the inconvenience. I left numerous voicemails for Tom Schiller on his personal voicemail and he has refused to return my calls.
I continued to call day after day, leaving message after message and it got to the point where the rep from the toll free number told me to stop calling because obviously nobody is going to call me back and I should have realized that after the first 5 messages.
As of now, it is 26MAR2011 my vehicle is still at the dealership with a repair cost of $4,700.00, a cost that Motor Vehicle Solutions refuses to pay for.
It is insane that this company exists, and it's obvious that this sale was intentionally fraudulent. I provided Michael Ingracia with correct information pertaining to mileage and vehicle info, all of which matched my logs for oil changes, either by self or the dealership as well as the Carfax report. It is even more obvious, now more than ever that Michael Ingracia intentionally lied just to make a sale.
They got their money, on top of which they charged me up until I put a stop on their monthly charge once I was denied, and I am now without my vehicle (which I own) as it sits at dealership. To ad insult to injury, they stated that they will no longer charge me the monthly fee. What a joke!