Desire Godfrey said it was time for a vehicle upgrade. The Lancaster mother had her eye on a Lexus.

"I had a baby, so I'm looking for something reliable for me and a baby," Godfrey said.

She searched online and found what she thought was the right vehicle at The Reserve Auto Group in The Colony. She described the sales process in May 2024 as a positive experience.

Warranty and GAP insurance issues

But an unexpected oil change six months later changed everything. Godfrey, 33, said a Lexus dealership informed her the vehicle was not under warranty.

She also discovered her GAP insurance policy didn't exist.

"They (Reserve Auto Group) never paid the warranty company the money they were supposed to pay to activate this warranty and this GAP insurance," she said.

Car loan charges continue

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