Clay Cooley Volkswagen of Richardson

I have been trying to get a warranty refunded for a year. Clay Cooley has been hostile the whole time. We just filed a complaint with the State of Texas. Here is our experience. We filed a hostile dealership form with the warranty company, who has since refunded clay cooley and they have NOT PASSED THIS MONEY BACK TO US. I purchased a car with Clay Cooley Richardson on 8/5/17, I was upsold into also purchasing: - an AWS extended warranty [$3854], and, - an AWS maintenance agreement [$700]. When I was able to research the two agreements I realized I was still under manufacturers warranty so did not need an extended warranty and the maintenance agreement was far more expensive than paying for maintenance with a genuine mini dealership. I gave written notice to cancel both contracts (via email) on 8/15/17 @ 8:47am I followed up on a response to that cancellation email on 8/15/17 @ 9:47pm I followed up again by email on 8/18/17 I followed up again by email on 8/23/17 Through this period and the end of 2017 I routinely called Clay Cooley and was repeatedly assured that the cancellations had been sent and that service cancelations just take months to process. Despite asking I was never provided with any evidence they had processed the cancellation In early 2018, I visited the dealership in person and was greeted by a new finance manager who filled in the cancellation backdated to the initial notice date and faxed it to the service providers. Again I saw no refund at my end and repeatedly called Clay Cooley to be assured it takes time for cancellations to be processed. Finally, around May 2018 I researched and called the service providers [The Warranty Group] directly and discovered that both policies were still active and they had no record of ever receiving a cancellation notice. On 5/12/18 I sent the cancellation form from the dealership to their claims department, who forwarded me to the accounts department who assisted me with doing a customer initiated cancellation. I provided all required documentation for the customer initiated cancellation on 5/14/18 and received confirmation they had been canceled on 5/18/18 with the refund credited to the dealership as they were unable to directly refund to my finance. I called and contacted through their website Clay Cooley to inform them of the cancellation. I also gave notice to my finance in case they could assist the process. When I saw no refund forthcoming, I again repeated called Clay Cooley to follow up. I also followed up with the service providers and requested a receipt for the cancelation on 7/23/18 and was provided one on 7/30/18 I visited the dealership in person again on 8/10/18 and was assisted by a finance team member, however, they claimed not to have access to see why the refund had not been processed. Following up today they have left the company and their contact details disconnected. That pretty much sums up my experience with Clay Cooley. I would be surprised if even 50% of my calls have been answered, and then usually only by a receptionist that has forwarded me to a number that has rung out. I have left dozens of voicemails which have never been returned. Their only email contact information is through a form on their website which has always been responded to by calls from their sales team who quickly hangs up when you ask to be forwarded to finance/accounts. I have never recieved a call from finance/accounts either in response to contact from me or reaching out to me to help close out this matter by email or phone call. The few times I have visited in person, the person I met with has left the company within a few weeks.