AutoNation review: Request for resolution regarding appearance warranty coverage issue

I am writing to formally express my concerns regarding the warranty products I was required to purchase when I bought my car in March 2024 at AutoNation Toyota Sahara. Specifically, I was forced to select both the tire warranty and appearance warranty packages without being given the option to decline them. At the time, no detailed explanation of the appearance warranty coverage was provided, leaving me unaware of the limitations until I attempted to use it.

My first attempt to use the appearance warranty occurred when I contacted Toyota Service to address stains and scratches inside my car. I was instructed to reach out to the program administrator at **[protected]**. The only documentation I received regarding this warranty was a brochure outlining what is covered and excluded.

I followed the instructions and contacted the administrator, PermaPlate, to file a claim. In March, I submitted a ticket with detailed pictures of the issues, as requested. A few weeks later, I was directed to drop my car off at a specialist location for repairs. When I picked up my car later that day, none of the requested issues—stains and scratches—had been resolved.

The specialist advised me to file separate tickets for two distinct issues: stains (including oil and ink marks) and scratches. I followed their instructions and submitted additional tickets. After weeks of waiting and follow-up calls, I was asked to resend the pictures, which I did promptly.

Today, I received a call from PermaPlate informing me that none of my requests were covered under the warranty. I was shocked to learn that coverage is limited to seats and carpets, which was not explicitly stated at the time of purchase. Had this information been clearly communicated, I would have never opted for this warranty.

I believe this situation is both unfair and misleading. I am requesting one of the following resolutions:
1. Exchange the appearance warranty for a more comprehensive warranty package that better suits my needs.
2. Provide a full refund for the appearance warranty package.

I trust that you will address this matter promptly and provide a fair resolution. Please feel free to contact me at your earliest convenience to discuss this issue further.

Thank you for your attention to this matter.

Sincerely,
Terri Amornyard

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