Report: #1257235

Complaint Review: Direct Buy Auto Warranty

  • Submitted: Fri, September 25, 2015
  • Updated: Fri, September 25, 2015
  • Reported By: Elin — Maryland USA
  • Direct Buy Auto Warranty


Direct Buy Auto Warranty Auto Warranty Internet

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On July 22nd, 2015, I talked to a sales rep, Mark Morgan, from Direct Buy Auto Extended Warranty company, and I was told that their company can provide a full coverage for my 2007 Mercedes GL450 and 2010 Mercedes C300. I was also told that if I bought both warranty coverage packages and paid in full, which was $4600 ($2300 for each five-year a hundred thousand miles warranty package) that day, I would get a huge discount. I believed him and paid $4600 on that day for those two warranty coverage packages. The warranty coverage started on August 22nd, 2015. On September 16th, 2015, my 2007 GL450 had an electronic issue which was covered under this warranty. The Mercedes-Benz of Hagerstown service manager, Marty Gillions, called Direct Buy Warranty and got an authorized repair from a supervisor named George Thompson on that day. Mr. Gillions was told that he and I needed to sign the form and fax it back to the Direct Buy Warranty company, and one of the warranty authorization department employees would call Mercedes-Benz of Hagerstown and make a credit card payment of $187.62 within 24 hours. Mr. Gillions and I followed the instructions and faxed back this form on September 17th, 2015. After 24 hours later, I called Mercedes-Benz service department and inquired if the payment had been made by the warranty company and if the part was ordered. I was informed that they didn't get the payment and the service advisor attempted to call the warranty company several times and could not get through and could not leave a voicemail and did not get any response from the company on September 18th, 2015. I also called the company number at 1-888-865-4484, but I also could not get through with this number. I then tried to call the sales rep. Mark Morgan, who I got the warranty packages from, on his direct line at 732-243-5947. It was the same result. I could not get through and could not leave a voice mail. Finally after 5pm on that day, I called company number at 1-888-865-4484, I was able to reach the after hour answering service. I have left several messages regarding the unpaid claim at night on September 18th , 19th, and 20th. I have also emailed Mark Morgan at on September 18th, 2015 at 9:53pm, 10:25pm, 10:31pm, and September 21st, 2015 at 9:21am and 9:42am regarding my concern, my frustration, and my unpaid claim. I have also emailed Direct Buy company customer service email at on September 18th at 10:25pm regarding my concern and unpaid claim. I have used every possible contact way for this company, but I got no response from anyone so far. On September 21st, 2015, after all of the attempts to contact this company in every possible way, and I got no response whatsoever, I have decided to cancel these two warranty coverage packages. I have emailed Mark Morgan and customer service department again on September 21st, 2015 at 10:44pm, stating that I want to cancel these two warranty coverage packages that I had purchased and explained why. However, I never got a response. Again, on September 22nd, 2015 at 2:40pm, I emailed Mark Morgan and customer service indicated that I wish to cancel these two warranty packages that I have purchased on July 22nd, 2015 and the coverage started on August 22nd, 2015, and listed several reasons why I decided to cancel. As of today, September 24th, 2015, I have not received any response from anyone from this company, and I still could not get through on their company line or Mark Morgan's direct line. I'm left with no choice but to file a charge back on both $2300 charges. Today, Sept. 25th, I finally got through to George Thompson after over an hour waiting and run around. I told him what happened and what I did. Instead of apologizing what this company has done to me, he has totally changed his attitude. Not to mention they promised Mercedes to pay the claim, and left them with no pay and no answer whatsoever, he has the nerve saying that Mercedes-Benz of Hagerstown is not following the proper procedure, and that is the reason why they didn't pay. He also said that I'm not entitled to the full refund, because It was outside the 30 day period. It started on August 22nd, and I sent them another email informing the cancellation on Sept 22nd. I have Mercedes service statement in writing and I have my many emails with time stamped. They are the one breach the contract when they were supposed to pay on Sept 17th. BTW the claim was only $177 comparing the $4600 I paid. I have filed a complaint with several government agencies, and George Thompson said they would dispute my chargeback and they would tell the government that I demanded payment before the repair. It was completely a lie, and I'm shocked. I have never demanded payment to me, and I wanted them to pay Mercedes as they promised within 24 hours. However, I have statements from Mercedes, and my time stamped emails. I don't see there is any difficulty to prove they are the one breach the contract, and that is why I'm canceling. I hope people are reading this, because you WILL regret like I am now after purchasing from them. I have not seen anything like this before, I have never written a review here. I feel it is my civil responsibility to tell the future potential victims.

This report was posted on Ripoff Report on 09/25/2015 06:50 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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