AA Auto Protection

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I received no letter indicating how my refund is calculated, just a check for $270.71 which is well bellow the $583.84 which I paid into.  On top of that, Omnisure, the company that bills you, was never notified I had canceled my policy and they attempted my credit card. My next step will be to follow up with American Auto Shield.This is absolutely unacceptable for a business that has a A rating with the Revdex.com and  I urge the Revdex.com to downgrade this company's rating to prevent others from falling into the same trap. I also warn any prospective buyers reading this that this company will do everything in it's power to never payout as seen by them failing to do a simple refund  despite meeting all of their requirements. Regards,
Ryan L[redacted]

The calculation below are based on the Terms and Conditions of this customers contract.
Contract Price:   $2,800
Amount Customer Paid: $732.92
Days Purchased of Contract: 1,856
Days not used: 1,709
Refund%: 92.079741
$2,800.00 x 92.079741%=  $2,578.23 (unused)
$2,800 - $2,578.23=  $221.77 (used)
$732.92(amount you paid) - $221.77(amount you used)=  $511.15
$511.15 - $50.00 (cancel fee)=  $461.15 refund

[A default...

letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

This customer was owed a pro-rated refund based on the terms and conditions of his contract.  The actual verbiage can be found under Section "O" of the customers contract.  The pro-rata refund is calculated based on the greater used of the policy by time or mileage.  There is a $50.00 cancel fee.    It appears that the customer was actually issued a refund which was $43.47 above the amount he should have received.  AA Auto Protection will consider these additional funds good will to the customer and will not ask for these funds to be returned.  The calculations are attached. ma

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed...

Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I want AA Auto Protection to explicitly explain how my refund was calculated as I obtained a different number. Secondly, it isn't my job to contact them anymore. They are the ones completely at fault so I'm not reaching out to them anymore. Furthermore, anyone reading this complaint NEVER do business with these people as I said if I didn't file this complaint I would not have even received the portion of refund I did get back. 
Regards,
[redacted]

This refund was issued back to the customer on 9/28/2017.

As stated in the customers complaint her issue is with [redacted] of Hanover MA.  This is AA Auto protection.  [redacted] is the administrator of this contract.  They have the sole discretion when it comes to the processing of claims for this customers service...

contract.  If you feel that [redacted] has processed your claim in an unsatisfactory manner you can also use the arbitration clause inside of your contract to have a third party involved in the claims decision.  Unfortunately, AA Auto Protection did not speak to your Repair Facilty, process the claim or see any details pertaining to the claim.  For further details [redacted] should be contacted directly.

This customer purchased a Vehicle Service Contract through AA Auto Protection.  The following day she called to cancel.  She was sent the Cancellation Instructions and told what needed to be done in order to cancel.  She felt that she should not have to follow the Cancellation...

Instructions.  Unfortunately, if you purchase a contract, you need to follow the terms of that contract.
This customer has sent in the necessary documents in order to cancel and has been refunded in full.

This policy has been cancelled and refunded.

A couple months ago I saw an advertisement online regarding this company and what they offer in case something happens to you vehicle. So I decided to give them a call and see what they have to offer after spending about an hour on the phone I decided to give it a try just in case I experience some issues with my vehicle that I could not pay my self. Please keep in mind that I always get my vehicle service and keep up with all maintenance. Almost two months after purchasing the services One day I work up and the vehicle did not want to move my engine started but it would not move. So I called my mechanic and he told me it looks like something might be wrong with my engine so I call as auto and informed them of the situation they told me I will have to get it tow to a auto repair location for analysis. The analysis revealed that it was endeed the engine that needed repair. Long story short they send someone in at the repair shop who made up some story saying that the engine issues is due to some preexisting problem with my brake and roaters. I mean really how does a problem with my transmition have anything to do with my brake and roaters especially when I recently replace all 4 tires along with brake and roaters. So I called them on multiple occasions I asked to speak to a manager and form some reason the manager is never available not does he return my phone calls. I called Honda and obtain all service record so I could send them aa auto and omisure their partner whom I had to go to for repair and no one has returned my phone calls. Now they started calling me for paying claiming that they have not received this month payment I inform the first person I spoke that that I was no longer interested in dealing with them and they needed to removed my name from their contact list. Still they continued to call and now before I get a chance to tell to stop calling me and remove my name from their calling list they hang up the call so they could show a pattern of of trying to call to to get more money out of me. If anyone out there choose ti do business with this company after reading this that is on you but let this be a warning to all you the type of business aa auto and omisure is involved in. They are full of bs and are not about what they are selling.

This customer purchased an American Auto Shield contract through AA Auto Protection.  When the customer filed a claim AAS noticed that the vehicle had a branded title.  The contract clearly excludes vehicles with branded titles.  The contract was cancelled out immediately and the...

customer has been issued a full refund.  A check was sent to the customer for the 1 monthly payment and the down payment was refunded back to the customers card.

I wouldn't advise anyone to purchase an extended warranty from this company. I purchase an extended warranty from this company in 2013- and I have never made an claim on the policy.However, from the onset I was told that the warranty covered everything accept, brakes, suspension , steering etc. Moreover, when I take my care to dealership and the problem weren't any of the proble conveyed to me that aren't cover and they still will not pay the claim- so I am in the process of making a complaint with Revdex.com and attorney general. "please beware of this company".

This customer contacted AA Auto Protection on 2/23/2015 at 9:12am Eastern time and stated that she was interested in cancelling her policy.  At this time, we sent her the canx instructions to her email (please see attachment with time stamped notes from Inline Data Systems.)  We let her...

know that she would need to follow these instructions in order to cancel (they are the same instructions that are inside of her service contract).
On 2/24/2016 this customer contacted AA Auto at 9:28 Eastern Time.  She called in irate and started accusing a representative of running her credit card for payment after she called to cancel.  She also stated that the canx instructions were purposely not sent to her the previous day.  Our representative let her know that we have absolutely no way of running her card manually without the card info.  Her card was on automatic payments since October 2015 when she purchased.  Her card was run at 6;28 am Chicago time on 2/23/2016 because her automatic payment was due.  We also let her know that the instructions were sent to her the previous day.  We verified that her email was correct and it was.  We sent the canx instructions again and she got them right away.

This customers contract was cancelled and refunded prior to the time this complaint was filed.  He simply called after hours.  As soon as customer service was open the following day his contract was cancelled and refunded.

Michele Was very helpful finding me the right coverage for my car.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I have been to my bank and they have received nothing from heartland or AAA. If they were truly trying to work with me. They would see the check hasn't cleared there account.  As well that account is closed as of February 12 2014. So at this point they need to send a paper check over night to me and close this account out.This shouldn't be this hard for a customer to deal with. And they need to be given a poor rating from the Revdex.com!!!Thanks,
[redacted]

The issue with what the customer is stating is:
A.  It was not issued by check.  The funds have in fact been removed from our account and issued to the customers bank.  ( Please refer to the previous attachment for proof of this)
B.  This credit was processed 5 days prior to the account being closed on February 12th.  The account was active, therefore, the bank would accept the funds.
The customer has been asked multiple times to send us written documentation from his bank stating that they do not have the money.  We have never seen anything.  We have been told many different circumstances as to why the refund was not received by the customer.  They are disclosed below.
1.  First we were told that the bank rejected the refund.  We proved that this was incorrect through documentation that showed the transaction was accepted.
2.  Next, we were told that the transaction was accepted  and then returned to us.  We have searched our account and found no funds returned to us.  (We have asked for documentation stating when the funds were returned and where they were returned to.  We have received nothing.
We have provided documentation showing that these funds were returned to the customer.  The customer has stated that he did not get them.  We have never received anything from the customers bank stating that they did not receive the funds.  We would love to assist the customer further but as of now, his bank accepted funds, the funds were removed from our account, they were never returned to our account, and we have never received anything other than words from the customer stating it did not happen.  If the customer can provide further proof that these funds were not received by his bank we would love to help.  As of now, this is simply someone stating that something happened, with no documents to back it up.  AA Auto Protection has provided documentation that says otherwise.

This customer is asking for $3,600.00 for a contract that he only paid $333.33 into.  As a good will gesture AA Auto Protection has agreed to give him a full refund of $333.33 and the customer has agreed to this in writing.
On Thu, Mar 12, 2015 at 12:10 PM, [redacted] <[redacted]>
wrote:
James,
Your company was the only
company I spoke to on that date. I provided a correct account of the
conversation and your company clearly provided false information. Your company
has still failed to provide the documents to cancel the policy until now and is
liable for this in addition to defamation of character. When a refund is
issued, this matter will be considered resolved.
Now that the documents have
been provided to cancel the policy, they will be completed. I will also cancel
the policy with your statement that a refund would be issued upon cancellation.
Additionally, your company provided documents which state that a total of
$533.33 have been paid. I agree to settle this for $333.33.
Your company also failed to
provide information that the plan was being purchased through a tertiary source
(3rd party) therefore unlawful action had been taken on your companies part by
not informing me that my personal information had been released to another
company. Again, when a refund is issued I will consider this matter resolved.
Your company should look at the
local and state laws in which you are doing business with your customers as
well to avoid future legal action. Had your company not provided false and
misleading information, and honored a refund when originally requested, we
would not be in the current situation. With a cancellation of policy to be
rendered, a refund must be provided within 5 days to avoid legal action.
Failure to remit this refund
within 5 days provides  acknowledgement that your company plans to settle
legal matters in regards to defamation of character in local municipality. This
would result in a warrant in debt to be issued for the amount of $3000 as your
company called me a "liar" on a public domain which can be viewed by
the community. Again, this will be resolved if the refund is issued within 5
days from today.
Thank your for your attention
in this matter!
[redacted], AACJ, CDA, LVT
Ssgt. USAF, Ret.

After cancelling this warranty due to vehicle being sold. This company still drafted a payment on a different day than was originally scheduled when I had coverage. This extended coverage is a joke, there are alot of different other items that have to be in place for it to cover (which do not make sense). I would NOT recommend this warranty. Easy to get but extremely hard to cancel. Do NOT set up on automatic draft because they can go in any time to take your money.

A refund check has been issued to this customer and we have not heard back from him.  We assume he has received it.