SAN ANTONIO — Anna Riley bought a Honda CR-V from Hill Country Honda on April 29, 2023. She agreed to a price of $31,675 and opted into a premium warranty package. Riley figured out how much she would be paying per month and thought she could afford it.
Then she got home and realized the final price of the contract, with that warranty plan, came out to more than $49,000 with the added premium warranty package and addition fees.
"I kind of thought, OK, this is just too much," Riley said. "If you are going to pay $49,000 then you need a larger car than a Honda CR-V."
Riley started canceling the warranties and did get more than $7,000 back. But when she tried to get her $1,829 PowerBuy Depreciation Program cancelled as well, there seemed to be a problem.
Riley told KENS 5 she submitted the required forms to Hill Country Honda to have the program canceled twice between May 2023 and February 2024, but employees at Hill Country Honda couldn't figure out how to do it.
"I sent them the forms again and they said, 'We'll take care of it,' but they didn't," Riley said. "I've been pulling teeth trying to get them to refund it."
Riley said she sent the dealership two more emails in January trying to get it figured out. Finally, Riley called KENS 5.
KENS 5 reached out to the dealership, and a salesperson initially told us the dealership's previous owner had to cancel the policy. That turned out to be incorrect.
Later, the dealership sent KENS 5 another response claiming the matter already had been resolved but did not say how Riley's refund would work.
Then, after nearly a week of emails, the dealership sent yet anther statement saying Riley would get a check after all.
The email stated: "I Informed Anna that we will be issuing a check for the outstanding amount and will arrange for its pickup."
KENS 5 later spoke with Riley to confirm it.
"Once I got the check in my hand, I was jumping up and down like, 'I got my check!' I'm just grateful the journey is over with," Riley said. "I truly appreciate all the help. I was struggling with where to go next, whether to hire an attorney, but I saw the KENS 5 ad and I decided to call, and it has made all the difference."