Consumer complaint received 2024-10-01 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: AMERICAN HONDA FINANCE CORP
State: TX

Complaint narrative:
XXXX. On XX/XX/year>, I purchased a 2024 XXXX XXXX. The seller was XXXX XXXX  XXXX. Per the attached Retail Purchase Agreement, we also bought a Preferred Appearance Protection ( which included the Environmental Paint protection ; see Form FORT XXXX ). 
XXXX. On XX/XX/year>, we visited the dealer XXXX XXXX  XXXX because the paint on the hood showed decoloration due to the rain. We were helped an employee who introduced himself as XXXX ( never said or showed his badge with his real name ). 
XXXX stated that he was the point of contact with XXXX XXXX XXXX  ( AKA XXXX XXXX XXXX XXXX or XXXX XXXX XXXX XXXX ), took some pictures with a cellphone and promised to send those photos to XXXX XXXX XXXX. During our interaction, XXXX said that for him the damages were caused by a big dog and that there was no explanationn for the paint discoloration. Also, while inspecting the car, XXXX used his nail to puncture the pain, leaving sone scratches. 
XXXX. On XX/XX/year>, my husband XXXX XXXX XXXX visited XXXX XXXX  XXXX for a routine maintenance of my vehicle. While waiting in the lobby, he spoke with XXXX XXXX XXXX, XXXX XXXX, and told him about my vehicle paint decoloration. XXXX said that my husband had to contact XXXX XXXX XXXX  and provided a number ( XXXX ). 
XXXX. Mi husband called XXXX XXXX XXXX and spoke with an employee called XXXX XXXX refused to provide his last name ) who stated that our claim had been denied. I personally called XXXX and received the same information. XXXX also stated that we should talk to XXXX so he could elevate our claim to upper management. 
XXXX. On the same day, my husband reached to XXXX, who said he woukld make sure my claim was elevated and promised to get a response immediately. XXXX left my husband waiting for more than an hour and never showed up again. My husband left a message with XXXX of XXXX co-workers who promised to call us back, but he never contacted us until today. 
XXXX. On XX/XX/year>, my husband called the Service Department at XXXX XXXX XXXX, and a female employee took our complaint and promised to have a manager call us by the end of the day. She also lied to us : no one has called un until today. 
XXXX. On XX/XX/year>, we called XXXX for one last time, and he was very rude. He said that upper management had denied our claim because, according to the pictures, there was deep scratches on the hood. I reiterated that those scratches were made by XXXX, that no animal had damaged my car, and no other incident had occurred, other that rain. XXXX promised to send me an email showing the denial determination inn writing ; however, until today XXXX has failed to send said email. 
XXXX. It is clear for me that XXXX XXXX  XXXX and XXXX XXXX  are related businesses and are trying to delay our claim, so the statute of limitations elapses. This is an illegal and immoral practice. Besides, no certified technician has evaluated my car : the denial was based on non-professional pictures taken by XXXX.

Company response to consumer: Closed with explanation