America's Best Car Care Plan Inc

To whom it may concern,
This complaint is about ***s auto repair and has nothing to do with Americas best car care plan.
The business relationship we have with dressers is simply a marketing relationship All responsibility for services and satisfaction are the repair
shops
please read item number under terms and conditions on the back of your car care plan certificate which reads
"The offers and promotions presented in this certificate are those of the respective advertiser and not of americasbestcarcareplan.comABCCP specifically denies and disclaims any and/or all liabilities for any and/or all damages, losses, or expenses which may arise or be in consequence of the Advertiser failing for any and/or all reasons whatsoever to fulfill its obligations, representations, warranties, expressed, mplied or otherwise imposed by law."
It seems a communication error has occurred with the shop and the customer and ***s and the customer arethe only partis that can deal with this issue
This complaint simply has nothing to do with our company
Historically, ***s has a great reputation in tearing customers fairly and honestlyI recommend you take this up with them
regards,
Lewis T***
regards,
Lewis T***

Complaint: ***I am rejecting this response because:
I understand that you have done a very good job establishing the legal infrastructure needed to cover your baseObviously, you have gone through great lengths to do so, as is evidenced by the reactive way you lean on it whenever a difference of opinion is put forwardTo venture threatening me with collections, is not necessary, nor appropriateI am not here to poke holes in the fine print of your brochure
Instead, I would like to point back to the practices used when delivering the sales pitchYour terms and conditions cite the "date of transaction" as the initiation of the day periodWhile "the date of purchase" is defined by your company internally as the date of transaction, that term is not defined in the literature nor was clearly communicated in the sales pitchIn fact, in was inferred otherwise
Sir, I understand that your job is a sales jobIt is also clear that your company employs an aggressive sales pitch, I have been there before, and used to do that work at one point in my life too, I get itHowever, at the end of the day, just because something is within the realm of legality, that doesn't always correlate to "right." Am I going to go to great lengths over $34? Of course not, but that doesn't mean that we don't need to have this conversation
Sincerely,*** ***

Dear Revdex.com and Olympia Automotive,
In response to the above complaint please consider the following response
Olympia Automotive entered into an agreement with Americas Best Car Care plan to honor certificates for automotive services
This agreement ended and there have been
zero sales for Olympia Automotive since the agreement ended
To insure that no sales occur after the day notice expires, Olympia Automotive was removed from our website as a redeem choice for customers when they purchase a voucher from a partner site such as groupon
Groupon was notified to take that location off the page however they needed to be reminded again and it is now off
It is listed in the groupon deal that any vouchers purchased on groupon are valid ONLY for active accounts at time of redemption Since Oly auto was not a redeem choice on our website then the customer would only be able to redeem for active shops that are listed on our siteThis safeguard is in place to protect the shop from any sales happening after the time for sales is expired.
In the event that a partner site does not remove a location in a timely manner, these safeguards prevent any customer getting a certificate beyond the agreed upon selling period"vouchers can be redeemed for any active location at time of redemption" Since OLY AUTO was not an active location, it coud not be redeemed and any customers would be redirected to another ACTIVE location.
It has come to our attention that some customers have been refused service by OLY Auto from legitimate vouchers that were sold within the alloted time frame We encourage Olympia Automotive to horor their business agreements and take care of the customers as agreed
Americas Best Car Care Plan Inchas went above and beyong our agreement with OLY Auto even replacing some certificates with other locations for customers who were not treated well or denied service This act of benevolence on our part should be noted because it is clear in the agreement with OLY Auto that they will indemnify us from any responsibility for the honoring of these cards and OLY AUTO bares the sole responsibility for taking care of the customers
We have corrected the Groupon location listing but again restate that the safeguards we have in place protected the shop from any customers actually receiving a certificate for their location after the agreed upon term
Thank you,
Customer Service

The business is a family owned business
Our business has had a relationship with this shop for several years as a marketing partner If it is an employee or contracted business relationship is irrelavent to the transaction
By law the customer has days from the purchase date to
refundIn this circumstance the customer was told that we would honor the package even if he put a stop payment on the check which is above and beyond our obligationAccording to the law we could send this to collections and collect the original amount plus feesWe have agreed to honor the package even though we are not being paid for itIt is extremely rare that we are ever asked for a refund as our package can be used for an extreme amount of real valueThe wheel alignments alone are worth more than the purchase price of the card
We have already went above and beyond the call of duty for this customer and it is unreasonable for them to expect to have their bank fee covered when they have decided to cancel payment after the days the law allows
our recommendation is that the customer gives the package to someone who will use it as it is literally the best automotive service package in the entire country and the value is amazing
if there are extra charges at the shop it is likely the customer is driving a vehicle that requires a more expensive oil or filter and that is clearly stated in the terms and conditions of the certificateIf that is the case the deal is still better than any other value in the marketplace
We come in peace and always want a positive outcome for every customer
We feel we have been more than fair in handling this situation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because:Sincerely,
*** ***
Americas Best reissued this add on groupon without our consent, We discontinued the agreement with them last summer and the groupon deal was ended at that point
However at some point they started selling these again, this type of business practice on their behalf is why we decided to end the agreement, We still honor the ones sold before that date
Nice story that the came up with but all of what they stated can be proved to be inaccurate

We appreciate your liberty to disagree
We believe our sales methods are not only within legality but also meet standards of honesty and integrity.
Certainly somewhere in this transaction something went wrongIt is an extremely rare occasion when we have a customer that feels this package is not the very best value in America on auto maintenanceIt is also shocking that you do not accept a free package as reasonable compensation for your pain and suffering after you are the one that is breaking your agreement and legally you are the one who is legally wrong in this transaction.
Having said aid all that, if it would make you feel somehow justified and victorious, please send a copy of your bank fees along with your certificate and upon receipt we will send you your stop payment fee plus an extra $just to help you get through the pain and suffering you have endured.
We wish you the best life possible and encourage you to understand in the future that a transaction date is the date of the sale not the date of the payment
Send certificate with a copy of your bank stop payment fee to: Americas Best ** *** *** *** ** ***
Blessings to you and yours

Hello ***,I apologize for your experience*** our office manager here has tried to contact you and was unable to do so, she left a message and has heard nothing backWe were under the impression you were working with ***.com to resolve the issue as they have agreed to provide a credit to the account holders that purchased the cards for your locationI was wondering if you have contacted them yet? Please let me know if I can be of any assistanceWe do want you to know we are here to help with any of your questions or concerns.Sincerely,***America's Best Car Care Pan1***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will not pursue any further and consider this an expensive lesson learned to not deal with door to door sales peopleWould not recommend this outfit to anyoneThanks Revdex.com for your time acting as mediator.Sincerely, *** ***

Dear Revdex.com,
In response to complaint number ***
*** purchased a car care plan for a location that was not honoring our package as they had agreed by contract
We launched an internal investigation and discovered our customer service team was at fault for not
researching the transaction thoroughly enough and making assumptions that she purchased it from another website and not from us directly
Our top brass took responsibility for research and found the transaction in our archives and indeed it was directly with us
*** has been refunded with a small tip for her trouble. In addition we have marked her account with a credit for another car care plan when we have a new active account in her area
We have released from duty the customer service representative who initially handled this complaint and replaced them with another more effective and caring individual
We wish blessings upon *** and the Revdex.com for helping us improve our internal systems
May we all live in peace and harmony,
Lewis T***
President
Americas Best Car Care Plan, Inc
Sent from my iPad

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** **

Complaint: ***I am rejecting this response because:This is company claims to contact the customer, but they do notNor do they return callsThey only provide a
voicemail answering service with no way to directly connect.Also, the service center committed to a marketing contract with them in the first placeLaws regarding advertising a service (including contracts allowing someone to market/advertise on your behalf) require that services promised be fulfilledThis is not just the responsibility of America's Best, but also of *** ***.Sincerely,*** ***

After several attempts to reach the customer and several voicemail messages, from multiple members of our customer service team, including the company president leaving his personal cell phone number on the customer’s voicemail, we have received no further communication from Ms.*** until this
complaint was filed and therefore were unable to satisfy her
America's Best Car Care plan, Incis a marketing company and our part of the agreement with the shop is to do the marketing of the package The shop is contractually obligated to provide the service and indemnifies America’s Best Car Care Plan, Incof any and all obligations to the customer for fulfilling the services in the agreement As stated on #in the terms and conditions on the back of the punch card, automotive shops that run this promotion are responsible to fulfill their specific obligations, representations, warranties expressed or otherwise imposed by lawThe offers and promotions presented on the certificate are those of the respective automotive shop and not of americasbestcarcareplan.com
In the event a shop breaches its contract with us, we will always offer to replace punch cards with a different location for free if there is ever shop dissatisfaction for any reasonThis is something we do NOT by obligation, but by good faithIn the event one account does not honor our promotion, we exercise our liberty to offer another, as many times as necessary to keep our customers satisfied
As it stands right now, Olympia Automotive is currently in breach of contract with us due to their not meeting their contractual obligations as signed and agreed to by them prior to us starting our marketing campaign for them Any financial obligation is theirs and if they were concerned about keeping their agreements, they would be honoring the card in the first place
We are willing to replace the customer's certificate with two new certificates for another shop in the area
Our customers are extremely important to us and their satisfaction is our number one goalPlease feel free to call our me on my direct line at 443-854-and I will send you two new certificates for another shop that has been taking great care of our customers and we have had zero complaints on
We are always happy to go the extra mile in every circumstance and have banned the shop above from the use of our services in the future
Sincerely,America’s Best Car Care Plan

This is simply false We have never asked Groupon to ad Olympia Automotive to our list of locations after the deal was removed as agreed
The reason we have the safeguards in place is to prevent any mistakes from being made due to factors beyond our control
Groupon is a very large company and mistakes happen all the time with companies of their size but in order for the customer to receive a car care plan for OLY auto they would need to redeem their groupon voucher on our website If you go to our website and click on redeem you will clearly see that OLY auto is NOT a choice that can be made therefore any customer that purchases a groupon can only redeem that Groupon for ANY ACTIVE SHOP AT THE TIME OF REDEMPTION If a purchase was made from Groupon it is only valid for ACTIVE LOCATIONS AT TIME OF REDEMPTION
We are and have always been in good faith and the FACT remains that we have sent no vouchers to any customers outside of our agreed upon terms We have safeguards in place that prevent this from happening even if there are mishaps, mistakes, errors, from our ***eting partners, you can clearly see on our website that OLY AUTO is NOT a redeem choice and has not been for the entire duration since this contract ended
If there is any customer that actually has a car care plan that was purchased after the term expired we would be happy to replace that customers certificate with an active location
I think it is possible there is a misunderstanding I have tried to be clear in explaining that our internal safeguards have prevented any actual redemptions for OLY AUTO and there has been zero actual Car Care Plans delivered to customers for this shop outside the term agreed upon In checking the groupon site it is true that it was listed as a location but that was corrected and even though it was listed there still were no Car Care Plans delivered because the safeguard system in place to prevent such errors worked flawlessly.
I ask that OLY AUTO actually take the time to understand this response and understand the safeguards in place to actually prevented the problem from happening
We are sorry for Groupon somehow reposting the location but this was absolutely NOT at our request Again our internal safeguards prevented any damage from occurring to OLY AUTO Please refrain from any additional slanders or accusations
Thank you for bringing this to our attention
Sincerely,
Customer Service

Good morning-Thank you for the emailI will be calling the customer directly to solve this issue asap.***America's Best

Dear Mr*** & Revdex.com,
We care very much for each and every customer and transaction of our businessAs a result we go to great lengths to make sure that people understand the Terms and Conditions of our Car Care ProgramThe following are some of the courses of action that we have
taken to prevent this from happening:
On the front of the certificate, underneath the phone number of the shop it is written, "Please Call for Appointment."
On the back of the certificate, under the Terms and Conditions, it is clearly written in item number 10: "Sales rep is not authorized to offer any other services, terms or conditions not printed on this promotion."
In their training, we teach our salespeople as a part of our sales presentation to inform the customer they must call ahead for an appointment
Each sales representative is under contract to represent our product with integrity and to inform the customer of the Terms and Conditions of the program
Likewise, our course of action has been as such since we've been informed of the situation:
We launched a full scale investigation questioning both the salesperson and the owner of the shop to try and determine who bore the responsibility for this misunderstandingThe salesperson who has been a reliable, honest, trusted associate denies telling the customer that they could come in without an appointment
We have reemphasized the importance of abiding by what is listed on our printed materials in our daily trainings
We've reached out to the customer and offered him an additional certificate to compensate for the misunderstanding, which he declined
The results of our internal investigation have concluded that there was no misrepresentation by our salespersonJust a simple misunderstandingOur program has worked for thirty years and in that time, people have always needed to call ahead for an appointmentWe are happy to compensate this customer and we apologize for the confusionWe would be happy to compensate him with an additional package that he can use himself or give away as a gift if it is not convenient to make an appointment himselfWe come in peace and harmony and wish the best for all involved in this transaction
Sincerely,
America's Best Car Care Plan