Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a vehicle from another auto group, and they offered and told me about the ****************** Plan for 6y / 60k miles with a $100 deductible. They offered it to me for $800. I went and did some research and found these guys. Right on their website, it states, We will match prices for identical Mopar Vehicle Protection Plans at the time of purchase. The plans must include the same identical options and coverage, and no price adjustments will be made after the sale. So ** gave them a call and told them Id like to purchase the same warranty and want to use your price match policy. They wont do so, even though they advertise they will. Its very upsetting.

  Business Response

  Date: 12/26/2024

  We at Factory Plans value a smooth purchasing process for our customers over everything else. To aid in this process, we created and followed a price-matching policy. Our policy is as follows: We will match prices for identical Mopar Vehicle Protection Plans at the time of purchase. The plans must include the same identical options and coverage and no price adjustments will be made after the sale. Identical plans available at a later date decreased price will not be matched. Additional Promo Codes will not be honored when matching the price of competitor dealer stores or online dealer websites. Price matching of service and maintenance contracts may be limited when financing the purchase of plans. Zeigler FactoryPlans also reserves the right to verify the price and availability of the identical service plan from Mopar Vehicle Protection. Proof of price can be provided via email attachment or the *** address of the online site. The initial email conversation with our customer detailed the possibility of financing the warranty contract we were offering and price matching to an out-the-door cost of the same plan from a competing dealership. As stated in our price matching policy, Price matching of service and maintenance contracts may be limited when financing the purchase of plans. Because this was the context of the initial conversation, we denied matching the cost of the competing dealership's plan cost.
          The customer eventually purchased a plan from us and chose the financing option for the plan. Shortly after, the BBB complaint was filed under the context that we would not price match. We reached out to the customer via phone to speak about the situation and get an understanding of it. After two phone calls, a solution was reached. The customer was willing to adhere to our price-matching policy in supplying the plan quote he received from the competing dealer. We also made it clear that we would contact the dealership to ensure there were no hidden fees and to confirm the price that was given was an accurate out-the-door cost. We assured the customer that as long as the competing dealer offered a similar ****************** 6-year/60K miles plan at a $100 deductible, we will match their price. The customer found this acceptable and confirmed on the phone that he would reach out to the dealer to receive the information we required to price match. Before this phone call, no proof of the plan from the competing dealer was spoken of or received by our team to attempt a price match.
          We followed up the phone calls with an email detailing the contents of the conversation and assured the customer that we take these situations seriously and will look internally at our policies and further training to ensure that the correct steps were taken. The customer responded, stating that he appreciated our willingness to honor our policy and wished to remove the BBB complaint. Our prompt response and delicate handling of this situation show our desire to make our customers comfortable with whom they choose to do business. Moving forward, we will use this as a learning and training opportunity to guarantee the best service possible for all current and new customers.

  Customer Answer

  Date: 01/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** Holla