Planet Ford

My son and I bought a car from Planet Ford, I 45 location, in February 2017. While completing the finance portion of the deal I was offered and accepted GAP coverage as well as Extended Warranty. The finance guy was having problems with his printer and was not able to provide me with the contract at the time. He told me that he would email or mail it to me. I was fine with that as I understand technical difficulties. We left and didn't think twice that he might've done the paperwork wrong. After all, it is his job. Then, after an unfortuate accident, the car was totaled. I called the dealership to activate the GAP coverage and was told that I didn't have it. I left a message with the front desk to have the Finance Director call me as soon as possible to deal with this issue. I was not given what I asked for and I wanted it corrected. After several unreturned phone calls, I drove to the dealership, 45 miles away from my home, to speak to the Finance Director in person. I arrived at 9:45 am. It took over an hour for Mr. Loveless to get off the phone and talk to us. While we were waiting, we spoke to a couple of other managers. The Sales Manager and a Finance Manager. Both vehemently told me that I didn't have the coverage and they were not going to and couldn't do anything about it. That they were not going to take responsibility for their employee's mistake. However, the Sales Manager, Mr. Price, told me that if I bought a car from there he could make the GAP difference go away. When I finally got to speak to Steven, he told me that he doesn't believe that I was telling him the truth and that a lot of people do the "same" thing, that they wait until an accident and then ask for GAP coverage. He told me that if he made an allowance for me that he would have to make it for everyone. He also told me it was my fault for not verifying his employee's work and making sure he gave me what I asked for. And that it was my fault for not following up on getting the contract copy. I honestly didn't realize that I hadn't rec'd the contract until the accident occurred. The reason for forgetting about the papers was because I was caring for my husband who had pancreatic cancer and was going through chemo. He has since passed away and the car contract was the farthest thing from my mind. There was no service after the sell or anything. Money was all they cared about. The customer is not "right" at Randall Reed Planet Ford. I was judged, compared to all other car buyers and was called a liar. I was even told I didn't understand what Mr. Price was saying about me buying a car to make the GAP coverage "go away". That proves to me that they CAN do something, they just won't do it. They have no honor or compassion and made my already difficult times even worse. Mr. Loveless admitted to getting at least one of my messages but offered no reason for not returning the call. This is the worst automobile buying experience I have ever had. I should not be expected to verify someone's work to make sure they did their job correctly. If anything, it would be the Finance Director's job to proof his employee's work and notice if there was a discrepancy. I would not have purchased an extended warranty without also purchasing GAP insurance living in or around Houston. But since the finance guy didn't do his job correctly and provide what I asked for, me and my 2 sons are the ones who have to pay for his mistake. It is not right.