Auto Processing Center

Review: Failure to issue a refund, on cancelation of extended warranty. Even after written request to cancel was within the 30 days. And after numerous phone calls, which you never get to speak to a person, always a recording. I received a few return phone calls, advising me that my refund was being processed. That was 8 months ago!Desired Settlement: To refund my credit card.

Business

Response:

Firstly, we want to apologize to the customer for the delay in processing this refund. The notice of cancellation was not sent directly to us. The customer sent the notice of cancellation was mailed to the administrator, which is fine, but it caused some confusion as to when the cancellation was received. We have confirmed with the administrator that the cancellation was received within the 30 day grace period and have processed a refund in the amount of $495. This has been credited to the Discover card on file ending in [redacted]. A receipt of the refund transaction has been provided with this response. The credit should be visible on the account within the next three to five business days.

Review: On 6/7/2013 I sent Auto Protection Alliance a down payment for a service contract for my 2009 Dodge Avenger. I was told I had 30 days to review contract and that I would be able to return it for a full refund of my down payment within the 30 day. I did and I am still wating for my refund.It is now December.Desired Settlement: I have cotacted them over 10 times with no results.The # is ###-###-####. I would like my refund returned to me I meet all of the requirements. Thanks

Business

Response:

According to our records, a refund check in the amount of $395 was mailed to Ms. [redacted]l’s home address in July of 2013. We can confirm that this check was never cashed. A new check has been cut in the amount of $395 and will be sent to Ms. [redacted]l’s home address via FedEx Overnight delivery; to ensure that it gets to her in a timely manner. We apologize for any inconvenience and are glad to be able to get this situation resolved. If there are any questions, or if any additional information is required, please contact our Customer Service Manager at ###-###-####.

Review: Company claimed they offer a complete refund if cancelled within 30 days, which I did and was verified by company. They knew I am a senior citizen.

Contract date was 8/12/13, Contract # [redacted]. I contacted Auto Protection Alliance on 9/8/13 ([redacted]) to cancel the policy and mailed in the cancellation form on 9/7/13. My contract states I would be refunded the entire amount ($195.00) if cancelled within 30days, which I did. Cancellation was made on time and verified by [redacted] and [redacted] when I finally reached someone at the company after 7-8 attempts (had to leave messages) starting in early November. I also spoke to a woman in December and [redacted] again as well. Every time I got lucky and was able to speak to someone, I was told "I see here it was cancelled on time. You should of been issued a refund - let me look in to it and call you back". Well, that never happened. Finally I wrote a letter to [redacted] (manager) on December 20, 2013. I let him know my experiences over several months trying to get my money back and demanded a refund be issued by 1/6/2014 as promised in writing and over the phone. As of today (1/21/2014) I still have not heard from anyone or received a refund. I told [redacted] when I cancelled the policy on 9/8/13 I was 84 years old,and after some thought I felt it didn't make sense to cover the car as I would likely not be driving much longer. Perhaps they are treating me this way, thinking I can't fight for what's right because I'm elderly.Desired Settlement: a refund in full, $195.00 as company promises

Business

Response:

We have reviewed the complaint and the customer's file. The problem here is that the cancellation was received just outside of the 30 day grace period (it was received on day 31) and did not include an affidavit of mileage that is required to calculate a prorated refund. In light of the circumstances and in the interest of Customer Service, we have elected to process a full refund in the amount of $195. This has been credited to the Visa card on file and should be reflected on the customer's balance within 3-5 business days. We have uploaded a receipt of the refund transaction with this response. If any additional information is required, please contact out Customer Service Department at ###-###-####. We are available Monday through Friday, from 7am until 4pm PST.

Review: My wife opened an extended warranty policy with Auto Processing Center in September 2013 with a 30 day cancellation notice. We notified the organization that we would like to cancel the policy with all of the required paperwork within the 30 day notice. We have contacted the Auto Processing Center several times since October in order to receive our refund. So far we keep getting the same verbage on our refund. It has been over two months and the story has not changed. All we want is our refund and to finish this matter.Desired Settlement: We want our initial payment of $495.00 and the first payment of $121.27 refunded to us. A total of $616.27 is due back to us.

Business

Response:

This is in response to a complaint submitted to your office by [redacted]. A refund has already been processed and credited to the card on file for this contract. The contract was cancelled outside of the 30 day window to receive a full refund. There was a delay between the times of cancellation and receipt of the certified odometer reading that we needed to calculate a prorated refund. A refund has since been issued in the amount of $298.94. A receipt for the refund transaction is included with this response. Please contact our Customer Service Manager at ###-###-#### if any additional information is required. Our office is open from 7am until 4pm PST.

Consumer

Response:

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 concur with the fact that after several months of fighting with the Auto Processing Center, they finally paid the amount they stated. What I disagree with are there so-called facts. This organization is a rip-off, all of the details have been omitted from their side. However, my wife and I consider this case resolved just not to our satisfaction.

Regards,

Business

Response:

We have cancelled the contract, processed a refund and apologize if there is any animosity on the part of the customer. In some cases, some people just cannot be satisfied. We understand this and accept it as part of doing business. We have tens of thousands of other, completely satisfied, customers. We did not force Mr. and Mrs. [redacted] to purchase one of our products and we lived up to our end of the contract agreement. The bottom line is that the contract that the customer purchased has been cancelled and the refund that was owed the customer has been issued. Beyond that, there is nothing else we can do to resolve this. We have done our utmost to come to a satisfactory resolution in this instance. As the consumer stated in their rebuttal, they do consider this case resolved, just not to their satisfaction. We would therefore ask that the Revdex.com close this complaint as "Resolved" and that the Revdex.com recognize that our business made a good faith effort to resolve this complaint.