In 2016, Valérie Robichaud signed a three-year lease contract for her Kia Forte. The same year, Pierre Desjardins leased a Mazda CX-5 for the same period.
In order for them to sleep in peace, dealers persuade them to buy the appearance protection guarantee, which they pay a high price: more than $1,100 for Mr. Desjardins and nearly $1,500 for Mrs. Robichaud.
“They insisted a lot on putting the fact that I had a young child. It could be beneficial for me finally to take it, to protect me from certain breakages. »
— A quote from Valérie RobichaudValérie Robichaud, client
Photo: Radio Canada
According to the Automobile Protection Association, about one in three vehicles is damaged enough at the end of a lease to give the customer a bill. Valérie Robichaud and Pierre Desjardins therefore buy this additional guarantee which must protect them until the delivery of their car.
But reading the warranty contract carefully, you will realize that there are a large number of exclusions, including stains, cuts or tears inside the vehicle. Pierre Desjardins did not expect to receive a bill for $350 plus taxes at the end of his lease in 2019. During the inspection, the appraiser discovered a scratch in the rear trunk.
“It’s not buried. It's barely visible. I hadn't even noticed it when I returned the car. »
— A quote fromPierre DesjardinsPierre Desjardins, client
Photo: Radio Canada
Jacques Castonguay, a consumer law lawyer, is of the opinion that insurers or companies that sell this type of guarantee have a way of doing things that puts consumers at a disadvantage.
“We are betting on the fact that you will swallow the pill. And then if you are not satisfied, well continue. »
— A quote from Jacques CastonguayLGM Financial Services administers Kia and Mazda supplemental warranties. Its vice-president of national sales, Robert Sévigny, retorts that its products are there to protect the consumer.
Valérie Robichaud doubts that her interests were well protected when she handed over her Kia Forte. During the inspection, the appraiser indicated in his report that a paint spill had damaged a portion of the permanent carpet as well as a surface carpet.
According to him, these stains cannot be cleaned, so they must be replaced. Cost of the invoice: nearly $900 plus tax.
We took care of bringing a car mat stained with latex paint to a cleaning expert. Mrs. Robichaud tells us that it is the same type of paint that was in her car.
In less than an hour, the technician managed to completely remove the paint and he maintains that he could have cleaned Ms. Robichaud's car for an amount ranging from $150 to $225.
Jacques Castonguay, consumer law lawyer
Photo: Radio Canada
“It’s a shame, but I can tell you that I see this every day. People, consumers who are perfectly right, worse who have to fight to assert their rights in automobile contracts. It happens often. »
— A quote from Jacques CastonguayPierre Desjardins has decided to fight. By strongly contesting his invoice, he succeeded in having it cancelled. LGM acknowledged that human error was the cause of the claim made to Mr. Desjardins and said that it regrets any inconvenience this situation may have caused him. Valérie Robichaud was not so lucky. His bill of nearly $900 plus tax apparently undermined his credit rating. She had to pay it, but she plans to go and plead her case in small claims to try to get reimbursed.
The report by journalist Yvan Lamontagne and director France Laroque will be broadcast Tuesday evening on the show La invoice, at 7:30 p.m. on ICI TÉLÉ.
