Troubleshooter: Warranty woes

CARY After she could not get any results, car owner Gretchen Jones called ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson.

Jones says it all started with a phone solicitation from a company offering an extended car warranty.

She says she had just got a brand new car that came with a manufacture warranty, but when she heard about an extended warranty that would cover everything; she says she thought it might be a good idea for extra protection.

He said it's a six year warranty and it includes everything," Jones said. "So I thought you never know when you get a lemon, so it might not be a bad idea."

Over the phone, she gave the rep with Auto One her checking account information and $1,641 was taken out of her account immediately.

But she says the next day; she had second thoughts and called Auto One.

"I want to cancel my warranty today, and when can I expect my refund check," Jones said. "He said 30 days."

Jones says she wanted her money back right away, but was willing to wait the 30 days. But after 30 days still did not have a refund, so she called Auto One again.

"Oh it will be a week or so," Jones said.

However, two weeks later, Jones says she still did not have a refund. She says even worse was she had nothing to show for the warranty, but the $1,641 that came out of her checking account.

"No contract, no paperwork, nothing," Jones said.

When ABC11 got in touch with Auto One, a rep said they're actually just the broker for different warranty companies and while Jones is owed a refund, it will take time.

The rep said it's a minimum of 30 days. She said Jones' refund is processed, but checks are only cut twice a month and her refund will go out in the next batch.

Jones says she's learned her lesson about unsolicited calls, "honestly it was my mistake," she said. "I should have never given check number and information as I know better than that."

People with similar complaints to Jones' and some who actually have the warranties with other companies say when their cars needed repairs they were denied or had to jump through hoops to get coverage.

Officials say the best advice for anyone is when you get a call about services; never agree to any charges up front. Tell them to send you the information in the mail, so you have a chance to look over the terms and conditions to see if it is something that fits your needs.

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