AdServ Inc

All information was retained via recorded calls.After reviewing Customer's complaint, new Customer Service Representative listened to all recorded calls with this CustomerCustomer was told the incorrect informationUpon review, management is taking the necessary steps to ensure that no more
occurrences like this happen againA call was place to Customer on 6/12/at 10:50am, Customer Service Rep stated she was aware of the situation and is very sorry for the unsatisfactory service she received and the partial amount due for a full refund will be sent to her todayConfirmed payments made by the customer and partial refund that was received in April and confirmed the additional amount dueBoth parties agreed on amount and the check will be mailed out today, 6/12/2015.Thank you,Integrity Protection Group, Customer Service

Customer Service Rep*** *** listened to the phone call from Mr*** and did not hear any of the comments he stated in his complaintAll of our calls are recorded for training purposes and instances such as thisMs*** did call him back on 2/19/and told him he would be getting a
full refundPlease see attached copy of check # *** in the amount of $that went out to Mr***
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did speak with a representative on 02/19/and was told that I would be receiving a refund check in the full amount of my original payment of $and that my contract had been cancelled. I asked the representative to send a copy of the cancelled contract and a copy of the refund check to my email account for my records. She told me that she would do so when we hung upI have not heard from or received anything from her or the company since. I do not have any of the emailed copies I requested, and I have NOT received the refund check that was supposedly mailed two weeks ago. Thank you,*** ***
Regards,
*** ***

All of our calls are recorded for quality assurance purposes. Mr. [redacted] claims that we called him 12 times since October 20, 2015. We use 2 of the local DIDs that he claims we called him from, 601-258-3574 & 601-265-4780. We have only called him 4 times.Upon listening to the recordings, we...

recovered the following details:11/3/15: Called from 601-258-3574 Mr. [redacted]: “Someone else called me earlier & I asked to be removed from yall's list." call ends.11/5/15: called from 601-265-4780- No recordings recovered, for he didn't pick up this call.11/10/15: Called from 601–258–3574: Mr. [redacted]: “I told 5 different people that I'm not interested and to remove me from the list, if I get one more call I will get in touch with the Revdex.com." Agent [redacted]: "There's multiple companies out there. Good luck with that." call ends11/18/15: Unavailable number (this number was not on his complaint list) Mr. [redacted]: "I'm not interested. You can actually remove my name from the list." call endsHe never asked for the name of the company as he claims in his complaint with Revdex.com. There are multiple companies in the nation that may use similar local DIDs, which is why he may be confusing us with different companies. Mr. [redacted]'s information has been taken out of our database, therefore he will no longer be receiving calls from our company. Although, it can take some time for his information to be completely removed from our database, which can explain why he may have received calls even though he is already on the DNC list. Our Administration has reached out to Mr. [redacted], and were unable to contact him. We will make another attempt to contact him to get this matter resolved.

On 5/29/2015 Customer was given a courtesy call to see if she would be interested in getting her vehicle back under coverage for extended warranty.The information provided below was retained via recorded call:Customer agreed to speak with our Specialist. Once customer was transferred...

to our Coverage Specialist she began asking where we obtained her information in which representative stated she may have responded to an ad or mailing source that we sent out. She asked that we provide our website and our representative kindly did so. Shortly after the customer asked what the prices and coverage would be. When representative tried to confirm the customer's information to see what she would qualify for in terms of cost and coverage she asked to be taken off the list and thought we were a scam because we wanted to verify that our information was correct. This information is needed to ensure that the customer would be getting the best possible rates and coverage that are available in her area and also to ensure that if she were to purchase the plan that the policy would be mailed to the correct mailing address.Once the customer stated she wanted to be removed from the list the representative kindly obliged and the call was mutually ended.On 6/11/2015, Customer service added the phone number originally called by our company to our "Do Not Call" list and "Blacklist"  for a second time to ensure no more phone calls would be made to her from our company.Please note that Integrity Protection Group is not a scam and we offer the extended coverage for vehicles that are recognized nationwide at any dealership or licensed repair facility of your choice.We do sincerely apologize for any inconvenience or misunderstandings. Thank you,Integrity Protection Group, Customer Service

The business did send my refund check.

On the date of purchase, Mr. [redacted], received an email of his policy, as well as a copy sent out to his address. The financial mangers always confirm the current address of their clients before sending anything out to them. They are also very clear that it takes up to 2 weeks to receive their policy...

booklets in the mail. This procedure was no different for Mr. [redacted]. They sent out his policy immediately after him purchasing his vehicle service plan. Mr. [redacted] waited 2 months to notify us that he never received his policy booklet. Our clients are eligible for a full reimbursement within the first 30 days. Mr. [redacted] cancelled after having his policy for 6 months. Therefore we issued Mr. [redacted] a prorated refund in the amount of $2,472.42. Attached is a copy of the reimbursement check that he did cash in.

To whom it may concern,We have given Mr. [redacted] his refund. We do apologize for any inconvenience that may have been caused because of the incident. We have taken action to prevent other customers from the same inconvenience as Mr. [redacted] experienced. Our customer service representative was...

terminated due to their unprofessional practices in handling our valued customer. Once again our deepest apologies, and we appreciate you for notifying us of the behavior. We will take the necessary steps to make sure that this does not happen again. Our deepest apologies,    Integrity Protection Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

To Whom It May Concern;Please be advised that Mr. [redacted] has been refunded his money due to him. This is a copy of the cashed replacement check that was sent to him in November. He was also send a check in October but that one had never arrived. I put a stop payment on it and re-issued check...

#[redacted].Please see attached endorsed check payable to [redacted].Please let your records reflect that Mr. [redacted]' request has been settled.Sincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not happy with the response provided, I find it hard to believe that it takes 15 days according to them to remove my name and number from the system? According to their statement they first called me on 11/06/15 and last called me on 11/18/15. The attitudes that I received from the employees that called me was unacceptable. When I asked to be removed, if I remember correctly they never responded just ended the call. Companies like this badger consumers because they work through legal loop holes.
As for them trying to contact me to "resolve" the matter, no one has attempted to contact me that I am aware and if they did and I did not answer, they did not leave a voicemail.
Regards,
[redacted]

Hello, We have received a complaint from this customer for poor customer service. Customers' request was to talk to someone at Integrity about the poor customer service she received. We have addressed the issue with the Rep that gave the consumer a hard time and we have tried to contact the customer...

via phone and email to apologize and to let her know that we have addressed the situation. We have yet to receive a call back or response by email. We would like to apologize for her frustration and inconvenience.Sent on: 1/19/2016 10:26:24 AMSent by: [redacted]