Suzuki 112 'company policy' says business manager when denying legitimate, legal refund of cancelled Extended Protection warranty contract patchogue, New York

Purchased Extended Warranty plan when I bought my new Suzuki SX4 on 6/1/2009. The Business/Financial Manager Mario Dattilo sold the policy to me at the same time as arranging my car loan, and the price of the entended warranty $1495 was rolled into my loan. The contract I signed clearly stated that I would have 60 days to cancel the warranty policy and receive a FULL refund. The policy also stated that refunds would be applied as a credit to my loan.

After reading through the entire policy at home and deciding I did not wish to have the policy, I went back to Suzuki 112 on 7/26/09 and requested cancellation of the Extended warranty. The signed cancellation request was faxed by Mario to the warranty company and I left with a copy of the FAX. 

Each month after, when I saw that the cancelled policy refund had not been credited to my car loan, I called Mario/Suzuki 112 and then the General Manager Ron Merrow. Eventually I was assured it had been 'taken care of', with an explanation that the problem was with the Warranty policy company who had not refunded the money to Suzuki 112, who would then be responsible to send it to American Suzuki Financial services who carried my car loan. 

Finally on 12/24/09 I had a refund of just $479 credited to my loan. When I spoke with Mario, he said Suzuki 112 had forwarded the full refund amount sent to them  and it was not his problem, although the policy is arranged through his dealership. I began getting more run around; I wished to speak with the general Manager Ron Merrow, who never seemed to be  available to take my calls and did not show up when an appointment was made to meet him at the dealership. Excuses, excuses but still no full refund. After 4 months and no refund I again directly contacted the warranty company, Cover Edge Worldwide, to see if they could help. A supervisor explained that the dealer would need to contact their local warranty rep to resolve any issue, because their contract was with the dealer directly. She also tried to contact Ron Merrow and Mario Dattilo and was given the same runaround; "he's not in but will call you back in an hour" blah blah, no callback.

I showed up at the dealer on April 16 and intended to stay there until the problem was resolved. First Mario Dattilo told me again all money that had been refunded TO THEM had been forwardedas reguired. I asked him to call the local warranty co rep while I was there to clear up the matter & he refused to do so. I told him I was still short $1016.00 and he said it 'was not their policy' to refund the remainder of the money, which I have to assume was their commission when they sold an Extended Warranty policy to a customer. If that's the case I may be sorry he has to give back that large commission, but the contract WE signed stated a full refund and the contract must be honored.

I then explained my problem to Ron Merrow, General Manager. He went off to contact the local rep and after a little more than an hour I left because he said they had not returned his call.

Today, April 25 I have still not received the refund legally owed to me. Bottom line, Suzuki 112 has not honored my contract with them. I will need to pursue this matter through legal actions, but When anyone asks me how I like my new Suzuki, I tell them of my experiences with this dealer.

I would tell people who live in this area to BEWARE OF SUZUKI 112, their local car dealership and their lousy customer service!