Complaint Review: Vehicle Services Department - Plano Texas

This is the worst kind of company - their primary sales technique is deception, rather than a good or competitively priced service. Let's break down the multiple deception tactics in a letter they just sent me, trying to sell an extended warranty:

1) Their name. This is a company, so why the word "Department" in their name (they only mention "AutoAssure" in the small print)? So they can call you, as they probably have already or will, and say "I'm calling about your Ford/Honda/ from the Vehicle Services Department". They hope you'll jump to the conclusion that they're calling from your manufacturer's service department, as I did when they called me a few months ago, immediately (and deceptively) gaining your trust. And when you receive this letter, you'll jump to the same conclusion (they hope).

2) The envelope. If yours is like mine, it has "IMPORTANT VEHICLE NOTICE" in big red letters. The "NOTICE" part is another attempt to mislead you into thinking this is something official from your manufacturer. And the "IMPORTANT" part is disingenuous - if, like me, you're probably well inside your basic warranty anyway. My letter says that I have a Ford, and that it's a new vehicle. Ford offer a 3 year basic warranty on all new vehicles - so they know that I don't need an extended warranty 18 months after buying! Pure deception.

3) Misrepresenting the existence of a prior relationship with you. "Our records indicate that you have not contacted us to have your vehicle service contract updated". Of course I haven't - because I don't have (and don't want) a vehicle service contract with this company in the first place. Another tactic to make you think this is a continuation of your manufacturer warranty.

4) Scare tactics. "If you did not obtain extended coverage at time of purchase you need to act immediately". Absolutely not! If like me, you're probably still well inside your basic warranty, and if this company is vaguely competent they know the basic warranty lengths of the main manufacturers - it's easily accessible public information, and apparently they're in the warranty business.

5) Bluffing. "You still may have time left to activate a service contract on this vehicle before it's too late... We reserve the right to revoke your eligibility for service coverage after 5 days". This company has no idea whether you meet their eligibility criteria now, or in 5 days! Completely fake - the only information they have is your vehicle make, model and year, and possibly the date you bought it.

If you're reading this, you're probably a savvy consumer, and won't get duped by this company. However, please consider the vulnerable people out there who, through fear or misplaced trust, will buy this company's services. You owe it to them to take 5 minutes to raise an online complaint to the Texas Attorney General (https://www.texasattorneygeneral.gov/consumer/complain.shtml) and insist that this company's practices violate the Deceptive Trade Practices Act, as I have (even if you're out of state, as I am). It needs a few of us to complain before they'll take it seriously, and force this company to reform its despicable tactics.

My intention is to provide a factual account. So I will add this - in the tiniest print in a small box at the bottom, it does say that this company "is not affiliated with any specific manufacturer". For many people, particularly those who may be more vulnerable, it's too small to read - and it's at the end of a letter whose main intent is to trick you into thinking that it's from your vehicle manufacturer. Legal? Maybe, given the small print, although I hope the Texas Attorney General considers it illegal. Completely unethical? Most definitely.