America's Best Car Care Plan Inc

Dear Revdex.com,
 
In response to complaint number [redacted]
 
1. [redacted] purchased a car care plan for a location that was not honoring our package as they had agreed by contract.
 
2. 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.
 
3. Our top brass took responsibility for research and found the transaction in our archives and indeed it was directly with us.
 
4. [redacted] 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.
 
5. We have released from duty the customer service representative who initially handled this complaint and replaced them with another more effective and caring individual.
 
6. We wish blessings upon [redacted] and the Revdex.com for helping us improve our internal systems.
 
May we all live in peace and harmony,
 
Lewis T[redacted]
President
Americas Best Car Care Plan, Inc.
 
Sent from my iPad

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 wrong. It is an extremely rare occasion when we have a customer that feels this package is not the very best value in America on auto maintenance. It 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 $1.00 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  [redacted]
Blessings to you and yours

To whom it may concern,
This complaint is about [redacted]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 11 under terms and conditions on the back of your car care plan certificate which reads
 
"11. The offers and promotions presented in this certificate are those of the respective advertiser and not of americasbestcarcareplan.com. ABCCP 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 [redacted]s and the customer arethe only partis that can deal with this issue.
 
This complaint simply has nothing to do with our company.
 
Historically, [redacted]s has a great reputation in tearing customers fairly and honestly. I recommend you take this up with them.
 
regards,
 
Lewis T[redacted]
 
regards,
 
Lewis T[redacted]

Complaint: [redacted]I am rejecting this response because:This is company claims to contact the customer, but they do not. Nor do they return calls. They 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 place. Laws regarding advertising a service (including contracts allowing someone to market/advertise on your behalf) require that services promised be fulfilled. This is not just the responsibility of America's Best, but also of [redacted].Sincerely,[redacted]

Dear Revdex.com and Olympia Automotive,
 
In response to the above complaint please consider the following response.
 
1. Olympia Automotive entered into an agreement with Americas Best Car Care plan to honor certificates for automotive services.
2. This agreement ended and there have been...

zero sales for Olympia Automotive since the agreement ended.
3. To insure that no sales occur after the 45 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.
4. Groupon was notified to take that location off the page however they needed to be reminded again and it is now off.
5. 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 site. This safeguard is in place to protect the shop from any sales happening after the time for sales is expired. 
6. 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. 
7. 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 Inc. has 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

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. I will not pursue any further and consider this an expensive lesson learned to not deal with door to door sales people. Would not recommend this outfit to anyone. Thanks Revdex.com for your time acting as mediator.Sincerely, [redacted]

Dear Mr. [redacted] & Revdex.com,
 
We care very much for each and every customer and transaction of our business. As a result we go to great lengths to make sure that people understand the Terms and Conditions of our Car Care Program. The following are some of the courses of action that we have...

taken to prevent this from happening:
 
1. On the front of the certificate, underneath the phone number of the shop it is written, "Please Call for Appointment."
2. 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."
3. 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.
4. 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:
 
1. 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 misunderstanding. The salesperson who has been a reliable, honest, trusted associate denies telling the customer that they could come in without an appointment.
2. We have reemphasized the importance of abiding by what is listed on our printed materials in our daily trainings.
3. 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 salesperson. Just a simple misunderstanding. Our program has worked for thirty years and in that time, people have always needed to call ahead for an appointment. We are happy to compensate this customer and we apologize for the confusion. We 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 himself. We come in peace and harmony and wish the best for all involved in this transaction.
 
Sincerely,
America's Best Car Care Plan

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.[redacted] until this...

complaint was filed and therefore were unable to satisfy her.
America's Best Car Care plan, Inc. is 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, Inc. of any and all obligations to the customer for fulfilling the services in the agreement.  As stated on #11 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 law. The 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 reason. This is something we do NOT by obligation, but by good faith. In 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 goal. Please feel free to call our me on my direct line at 443-854-5100 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

1. The business is a family owned business.
2. 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.
3. By law the customer has 3 days from the purchase date to...

refund. In 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 obligation. According to the law we could send this to collections and collect the original amount plus fees. We have agreed to honor the package even though we are not being paid for it. It is extremely rare that we are ever asked for a refund as our package can be used for an extreme amount of real value. The 4 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 3 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 certificate. If 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.

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

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 [redacted]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

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. Sincerely, [redacted]

Good morning-Thank you for the email. I will be calling the customer directly to solve this issue asap.[redacted]America's Best