Auto Processing Center

Review: On 11/06/13 I was contacted by Auto processing center about extented coverage for my vehicle.I was told that I could cancel in a month and receive my money back. I called and cancelled with them on 11/13/13. I still have not received my $1995.00 back. They said that they would send paperwork for me to fill out. That didn't happen.I sent a letter to them. Now they won't even call back. [redacted] L. [redacted]Desired Settlement: $1995.00

Business

Response:

We have reviewed the complaint as well as the customer's file. The reason no refund had been issued is simple. Ms. [redacted]'s cancellation was received on 12/10/13. This is outside of the 30 day grace period in which she would qualify for a full refund. Ms. [redacted]'s cancellation was incomplete. She neglected to include a certified odometer reading, as required by the contract. This is also necessary in order to determine a prorated refund. Our representatives have explained this to Ms. [redacted] on more than one occasion. In the interest of customer service and in light of this complaint, we have decided to waive the requirement for an odometer reading in this instance and have calculated a prorated refund based solely off the remaining term. A refund in the amount of $1887.67 has been credited to the Visa account on file. A receipt of the refund transaction has also been provided with this response. This is a prorated refund, less a $50 cancellation fee. We hope that this resolves this complaint to the satisfaction of all parties involved. If any additional information is required, please contact our Customer Service Department.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Consumer

Response:

Revdex.com

I have still not received anything back from Auto Processing. My ID # with you is [redacted]. Please help.

Regards,

Business

Response:

Ms. [redacted]'s Visa account was credited in the amount of $1887.67 on April 4th, 2014 (please see attached receipt). Ms. [redacted] should contact the issuing bank with the transaction ID ([redacted]) if she has not seen the credit to her account. No further refund will be processed. Please close this complaint accordingly.

Review: I purchased a policy through my car dealership for a protection plan. In September of 2014 I faxed a cancellations request along with the requested supporting documentation. When I called in December to follow up, they stated that they had not received it. I immediately sent the request again and called to confirm its arrival. They stated that their policy is to issue refunds within 10 weeks. I allowed the 10 weeks for processing and had my daughter call to ask for a status update. Since the week of February 23rd, I have had my daughter call once or twice a week. The response is always that the refund is being processed and that I will receive a call when the refund is going to be mailed. There has never been a phone call. My daughter has left several messages requesting to speak to a manager and has held on the phone line for hours at a time waiting to speak to a manager, to NO AVAIL. I don't want anything from this company except my refund. They won't even tell me how much I will be receiving. My daughter has been consistently told that the file is being escalated to management and someone will return the call. Again, this has not happened.Desired Settlement: I wound like my full refund and an explanation of the amount. Also, an explanation of the delay would be helpful as well.

Business

Response:

We have attached a [redacted] delivery confirmation showing that the refund check was sent to [redacted] the same day that she (or her daughter) filed this complaint. We sent two checks prior to this one via [redacted], neither of which was cashed, so we have to assume that they were never received. On the day that this complaint was filed, at the very moment that this complaint was being submitted, [redacted] and her daughter were on the phone with a supervisor in our Customer Service Department, [redacted]. [redacted] informed them that we would send a check via [redacted] and to expect a call from a representative with tracking information. As promised, later that same day, after the check was cut and the [redacted] label created, [redacted] received a call from Paul Shaffer, Manager of our Customer Service Department. He gave her the [redacted] tracking number and apologized for the inconvenience. It is our opinion that this complaint should be removed. [redacted] states in the complaint that her daughter has called once or twice a week for months. This is false. She also claims that her daughter has held on the phone "for hours" waiting to speak to a manager. This is also completely untrue. In fact, [redacted] and her daughter were on the phone with a manager at the very moment that she was apparently writing this complaint. We can provide phone records and recordings to prove this, if need be. Please let us know what we can do to get this complaint taken down, as it is unreasonable and not based in reality or fact. The issue had been resolved prior to the complaint being filed. Thank you.

Review: I canceled my contract within the 30 days of and I have still not received my money back guaranteeDesired Settlement: I want my $495 like I was promised

Business

Response:

We have processed a refund in the amount of $495. This has been credited to the card on file. We want to apologize for any inconvenience that the delay in getting this refund processed may have caused. A receipt of the refund transaction has been provided with this response. We process thousands of transactions each month, and we're not sure how this was overlooked, but occasionally things do slip through the cracks. We are glad to have been able to get this resolved. We would advise Mr. [redacted] to please allow 3-5 business days to see the credit on his account. If there are any questions, or if any additional information is required, please contact our Customer Service Manager at (714) 766-7266.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: Started the refund process in December 2013. We were within the 30 day window in compliance with their policy. Sent them the information and paperwork they requested. Months later after calling many times and being told it was processing and they had everything they needed, I was told they were missing information and to resend it. They gave me a fax number that turned out not to be a fax at all when we tried to fax it came up as a recording asking for an extension number. Called to check if number was correct and was told it was the correct fax that it must be user error. Then was given an email address to mail it to. Emailed it 6 different times and got it kicked back. Called and was told I was given the wrong email address to try a different one. Tried the new one (this is at the 6 month mark of this whole process) and was told they finally received it. This was confirmed in the system on May 1st 2014. During this whole process I have asked to speak to a manager 5 different times and they have been in a "meeting" every time and was told they would call me back. Not one time did I ever receive a call back. We cannot wait another 6 mos to be told they don't have the information they need to send us our refund. We need the $295 back now. Absoutely disgusted with this whole process and feel like we're being scammed out of our money. Never should have attempted to do business with this company in the first place. I wish I would have seen their Revdex.com page first.Desired Settlement: We are owed $295 from the Auto Processing Center and would like it from them now.

Business

Response:

This customer's cancellation was received on December 24th, 2013, four days outside of the 30 day grace period. We advised the customer to send us in a notarized affidavit of mileage in order for us to calculate a prorated refund. This is all outlined in the customer's contract. We did not receive the odometer reading until April 30th, 2014. A refund check has been issued in the amount of $204.09. This will be mailed to the home address that we have on file for this customer. If the check is not received within 10 days from today's date, please contact our Customer Service Department to have that check cancelled and a new one issued.

Review: To Whom It May Concern:This dispute is based on misinformation and fraud by Auto Protection Alliance in Garden Grove, CA, and Omnisure Group of Chicago, IL (Auto Processing Center).I was originally contacted by their sales rep on my cellphone on January 6, 2014. The rep, [redacted] - ext [redacted], said that he was referred to me by my Ford Dealership (Huntington Ford of Rochester Hills, MI) to offer what he called a "Ford Extended Warranty" for my 2012 Ford Flex. I charged the $295.00 on the Sears Mastercard as a deposit/first payment for the $2457.00 warranty.Shortly afterward (less than 2 weeks), a friend purchased a new Ford vehicle and bought a Ford Extended Warranty from the dealership directly. It was called a "Ford ESP." I was concerned that this did not agree with what I had been told by [redacted], so I contacted my dealer, [redacted], at Huntington Ford, and I was informed that they only sell FORD ESPs and never refer anyone to 3rd parties or other companies for warranties. Ford considers other warranties to be sub-standard, if not fraudulent.After learning this, I immediately contacted [redacted] at his extension, but I kept getting a voice mail system. I chose option 3 for cancellations, and left messages. I asked him why he lied about being referred by Huntington Ford and why he misrepresented his warranty as being a Ford warranty when it wasn't. I said I wanted to cancel the policy and receive a full refund of the $295.00. In total, I called 3 times and left messages for Mr. [redacted], but I was never called back and I never received a refund. On January 21, 2014, I signed the Cancellation Application and mailed it to the VSC Transfer Department in Jacksonville, FL.On February 6, 2014, I called the company again and spoke with [redacted]. After explaining the lies and misrepresentations, I made it clear that I wanted to cancel and get a full refund. Mr. [redacted] refused. He placed the warranty on hold, and he adamantly refused to cancel the plan and give me a refund.Desired Settlement: I want a refund of my deposit/first payment. I would like them to stop calling me, sending me bills, and stop harassing me. I would also like them to stop misrepresenting themselves as working with Ford, referred by Ford, the same as Ford's warranties, and lying to customers in general.

Business

Response:

We will address the various allegations made by Mr. [redacted] in his complaint. Firstly, we have had our Compliance department review the sales call. At no time did the Sales Rep, Mr. [redacted], state that we were "referred" by Mr. [redacted]'s dealership. His exact quote was, "The coverage plans that we sell are accepted, sold and recognized by dealerships across the U.S." That is an absolutely true statement. The administrators whose contracts we sell are national companies who have contracts with dealerships across the U.S. and Canada. The claims are paid directly to the repair facility via corporate credit card. It's the customer's choice where to take the vehicle, as long as the repair facility is licensed and repairs are guaranteed. We have never received a written notice of cancellation from the customer; nor has the administrator. We will consider this complaint to be sufficient notice and will cancel the contract accordingly. The cancellation date will be set as the date of the complaint, 2/28/14. When Mr. [redacted] called our Customer Service Department, he spoke with a representative named [redacted] Grimm, not [redacted]. [redacted] did not "adamantly refuse" to cancel the service contract. Mr. [redacted] was advised to simply send notice in writing. In light of the complaint and in the interest of customer service, we will waive the requirement for a notarized affidavit of mileage from the date of cancellation and have calculated a prorated refund based solely off the remaining term. A refund in the amount of $149.98 has been credited to the MasterCard on file. A receipt of the refund transaction has been provided with this response. Please contact our Customer Service Manager at (714) 766-7266 if any additional information is required.

Review: I purchased this service from this business in Oct 3 2013, I decided to sell my car about a week later so I would no longer need this service,I started contacting them on Oct 11th 2013 to cancel this because there according to their pamplet there is a 30 day grace period to cancel, I was in this time frame I had tried several times to do so. Every time I called them they said I needed to sign a paper stating that I wanted to cancel and that they would send it out to me, I never received any such paper I even called them to ask where this paper was and they said it was in the mail, I understand that it takes a while to get it in the mail from California to Michigan, I even had my insurance represensative talk to them and he sent them a letter and they said they would send me a check and I have not heard anything from this business.Desired Settlement: Refund, all that I paid in which is $550.00

Business

Response:

We are writing in response to a complaint submitted to your office by [redacted]. We have processed a full refund in the amount of $ 554.80. The refund was credited to the MasterCard card on file. Receipt for the transaction are included with this response. We process thousands of transactions each month and occasionally files do slip through the cracks. Our records indicate that, since the time of cancellation we not received a call or a voicemail from Ms. [redacted]. This could have been resolved much sooner had the delay been brought to our attention at an earlier date. We want to apologize for any inconvenience caused by a delay in processing the refund and we are glad to be able to get this resolved. If there is any additional information required, please contact our Customer Service Manager at ###-###-####

Review: ON 8/30/13 I PURCHASED A AUTOMOTIVE POLICY THAT WOULD COVER MY SUV IN CASE OF ANY AUTOMOTIVE BREAKDOWNS,I PURCHASED THE POLICY FROM A COMPANY CALLED AUTO PROCESSING CENTER POLICY #[redacted] POWERTRAIN CHOICE.AFTER THINKING ABOUT THE PURCHASE FOR A FEW DAYS I CHANGED MY MINDE AND DECIDED TO CANCELL THE PURCHASE I HAD MADE, I CALLED THE COMPANY AND CANCELLED THE POLICY.LATER THAT WEEK I RECEVIED THE ACTUAL POLICY FROM THE COMPANY,I READ THE POLICY COVERAGE,I READ THE SECTION ON HOW TO CANCELL THE POLICY AND HOW TO GET REFUNDS,AS I READ THE POLICY IT STATED THAT, THE POLICY CAN ONLY BE CANCELLED IN WRITTING SO I FOLLOWED THE INSTRUCTIONS.I SENT A LETTER TO VCS CANCELLATION P.0. BOX 167667 IRVING, TEXAS 75016.I HAVE NEVER RECEVIED ANY CORROSPONDENCE FROM THIS CANCELLATION DEPARTMENT TO THIS DATE.Desired Settlement: I WOULD LIKE TO GET MY RFUND OF $195 DOLLARS BACK.

Business

Response:

We are writing in response to a complaint submitted to your office by [redacted]. We have processed a full refund in the amount of $195. The refund was credited to the Visa card on file. Receipt for the transaction are included with this response. We process thousands of transactions each month and occasionally files do slip through the cracks. On August 16, 2013, Mr. [redacted] originally purchased a 60 month/100,000 additional mile coverage. On August 30, 2013, Mr. [redacted] elected to enter into a month to month program, rather than the 5 year contract. Per the terms of the month to month agreement, the activation fee of $195 is non-refundable. In the interest of Customer Service and in light of the complaint, we have made an exception and have processed a refund in this instance. We want to apologize for any inconvenience caused by a delay in processing the refund and we are glad to be able to get this resolved. If there is any additional information required, please contact our Customer Service Manager at ###-###-####.

Review: On October 3rd, 2013, I attempted to cancel an extended warranty policy offered through this company. Unfortunately, I neglected to send a notarized copy of my vehicle's odometer reading when I initially attempted to cancel this policy (as required by the contract's term & conditions). However, after realizing my mistake I did obtain a notarized copy and sent it to the company on December 2nd, 2013. According to the contract I should have received a pro-rated refund based on their receiving of the odometer reading, as stated on the contract's terms & conditions. After not receiving my refund I attempted to contact the company on multiple occasions, only to be forced to leave multiple voice mails that have not been returned.Desired Settlement: I would like to receive my refund (according to the contract's terms & conditions) at the pro-rated rate and with all pursuant cancellation fees.

Business

Response:

According to our records, Ms. [redacted] had disputed the charge to her credit card and was credited the funds by her credit card company. The reason that we have not processed a refund is simply due to the fact that the funds we already credited to Ms. [redacted] by her credit card company in November, 2013. We apologize if there was any confusion or misunderstanding and we hope this clarifies things for Ms. [redacted].

Review: I received a phone call from The Auto Processing Center in early November of 2013, offering extended warranty coverage for my 2013 Hyundai Elantra. After discussing the details of this additional coverage, I decided to make the purchase. The customer service representative stated that I would be able to receive a refund if I were to change my mind (I told her I wanted to go over the warranty with my father, but didn't want to pass up the opportunity for the extended warranty). The individual went on to say that all I would have to do is return the signed contract within the 30-day period stating that I wanted to retract my purchase and receive the refund. Before ending the phone call, I gave the customer service representative my VISA card number and charged the first payment of $395.00. Less than a week later, after discussions with my father, I decided to submit my request for a refund. I submitted all appropriate paperwork and even called the Auto Processing Center to ensure I was sending everything correctly. I waited a substantial amount of time (about a month, taking the holiday season into consideration) before I called to inquire about my refund. The customer service representative stated that they were processing my refund and that I should expect it soon. I called again 3 weeks later to inquire yet again about the status of my refund. The customer service representative stated that they were slowed down by the weather, but that I should expect my refund within 2 weeks. 2 weeks (or more) passed, so I placed another call. The individual that I spoke with this last time (on February 20th), stated that I would receive the refund in the next few days. Needless to say, I still have yet to receive this refund. 11/11/13395.00Desired Settlement: I would like to receive my payment of $395.00 back on my VISA credit card.

Business

Response:

We apologize for the delay in processing this customers refund. The refund has now been processed. The down payment of $395 has been credited to the Visa account on file. Receipt of the refund transaction has been included with this response. Please be advised that the refund will take anywhere from 3-5 business days to be reflected on the customer's account. We process thousands of transactions every month. Occasionally, files do slip through the cracks. Now that this issue has been brought to our attention, we are glad to be able to get it resolved. If there are any questions, or if any additional information is required, please contact our Customer Service Manager at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have received my refund and am very thankful for the timely response.

Regards,

Review: I had purchased an extended warranty on my vehicle with these people 9/2012. I have made monthly payments of $78.95 per month since then (a total of 14 monthly payments) with a $100.00 deposit. The contract was for $1600.00 for coverage for 5 years. In 12/2013, I had to have a repair done on my vehicle. The dealer told me the heater motor was malfunctioning and also my sway bars and belts and pulleys needed to be replaced. The dealer had called Auto Processing Center about this (on a Saturday, after I had checked during the week if they would be open and was told yes). The dealer was told they were not open and that the heater motor, belts and pulleys were covered but not the sway bar. I had called back myself and was told the same thing. That following Monday, we found out the heater motor was covered and the pulleys and belts were not. I have had constant issues with my belts on this vehicle so I called them and disputed this. I was told they were not covered because of "wear and tear", even though I explained the constant issues with them. I had spoken to Customer Service many times and was offered a discount on the remainder of my policy, etc. Not once did a manager/supervisor return any of my calls. I was upset after a week without my vehicle and them never approving the repair on my belts and pulleys. I had even called Nissan Corp for assistance, to no avail. Customer Service at times was rude and dismissive. After my covered repair was done, I canceled my policy on 1/9/14. They sent me forms to be filled out and notarized. I did as they asked and sent the documents certified. They received and signed for them on 1/17/14. I was told it would take 6-8 weeks for my refund. I explained I had canceled the debit card I had used for my deposit and would need a check for my refund. For the past 10.5 weeks, I have left messages on the refund line and spoke to Customer Service at least 6 times. My refund is still "processing" according to them, now almost 11 weeks later.Desired Settlement: I am supposed to receive a refund for all monies paid ($100 deposit and $78.95 for 14 months [$1105.30])minus $150.00 penalty, the repair and a pro-rate on monies paid.

Business

Response:

We apologize for the delay in getting this refund credited. We process thousands of transactions each month and occasionally things do slip through the cracks. We can confirm that Ms. [redacted]'s Vehicle Service Contract has been cancelled since January 17, 2014; the date that we received Ms. [redacted]'s cancellation notice. On April 23, 2014, a refund in the amount of $286.75 has been credited to the Visa account on file. Receipt of the refund transaction has been provided with this response. The prorate is based off of the remaining term (75.01%) vs the total amount paid into the contract ($1205.30), less the cancellation fee ($100) and claims paid ($320); per the terms of the agreement.. If any additional information is required, please contact our Customer Service Department.

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.

The amount of the claim they state I had ($320) is incorrect. I had 1 claim on 1/8/14 in the amount of $211.50, of which I paid my deductible of $100, that leaves a claim to them totaling $111.50. Therefore, Auto Processing Center still owes me a refund in the amount of $208.50 (the difference in the claim amounts). I have my invoice from [redacted] Nissan to confirm this.

The refund of $268.75 has been deposited into my account ending in [redacted]. This complaint will not be resolved completely until I receive the rest of my entitled refund for the amount stated above regarding the incorrect amount on my 1 claim made during my policy term with them.

Regards,

Business

Response:

Our records indicate a differ, but that is no matter. An additional $111.50 has been credited to the Visa account. Receipt has been attached. Please close this complaint accordingly.

Review: Received Phone call on 3/24/14 for the extended warranty coverage of my vehicle. I told them I would call them back if they can give me their number, they stated that they would not be able to give me the same offer again so I went through with the purchase of $295 since I was told several times I could get a full refund for my money via 30 day policy. After discussing it family, and discerning that I did not indeed want to keep the warranty, I promptly made a call the next day first thing in the morning on 3/25/14 (less than 24 hours from when I purchased it), and asked politely for a return of my money and the cancellation of my policy. This is where it became needlessly frustrating, as I was kept on the phone for over an hour with the sales rep at the time trying to talk me into continuing to keep the policy while I stated over and over again that I do not wish to keep it. The shocker of it all was the things she was saying: "You won't be guaranteed this amazing policy again in the future, it offers excellent coverage", and she kept repeating it but never directly had any insight on what she was trying to sell. It made me question how legitimate this policy was , and when her persuasion failed at making me keep the policy, she finally responds with well I can't help you and can't cancel it over the phone (even though they had no problem taking my money over the phone), so she told me the address to send an informal letter of cancellation to with my signature which they apparently needed. Which I did immediately on the same day 3/25/14 via 20$ paid one day express with delivery signature, which arrived there on 3/26/14. I have proceeded to call them twice asking about it, and they said my account was supposedly canceled and that it takes "time to refund my money back, and I asked how long and both times I was told "I don't know, but we'll call you". I still have yet to receive a refund to my card, and feel like they might be delaying it on purpose in hopes I'll give up requesting it.Desired Settlement: I would like the amount of 295 dollars be refunded back to my credit card/account.

Business

Response:

Mr [redacted] purchased the contract on 3/24/14. His written notice of cancellation was received on 3/27/14. A refund was credited to the card on file on 4/2/14. Therefore, we believe that this complaint is completely without merit and frivolous. We believe that it should be removed or, at the very least, closed as "Information Only." Receipt of the refund transaction has been provided with this response.

Review: [redacted] and [redacted] wanted new exclusionary coverge ,gave permission to withdraw 195 dollars out [redacted] bank account on 12/04/2014 also said that we could cancel in 30 days. we called to cancel on12/30/2014 12/31/2014 .Desired Settlement: 195 dollars refund.

Business

Response:

Mr. and Mrs. [redacted] purchased the contract on December 4, 2013. The basic terms of the contract, including cancellation, were disclosed on the sales call. If the customer wishes to cancel within the 30 day grace period, the customer may do so by simply submitting notice in writing. Written notice is required for cancellation because there are multiple entities involved in the contract and written notice releases the administrator from liability on the contract. This was disclosed to Mr. [redacted] on the sales call, it was also disclosed in the contract that had been mailed to the customer, it was reiterated when Mr. [redacted] contacted our Customer Service Department on December 31st, 2013 and again on January 8th, 2014. We did receive written notice from the customer on January 15th, 2014. Since the cancellation occurred outside of the 30 day grace period, the refund would be subject to a cancellation fee (in this instance, $75) and a prorate. We would need a certified odometer reading in order to calculate a prorated refund. In light of the complaint, we have waived the requirement for an ending odometer statement and have issued a prorated refund based solely off of the remaining term. We have processed a refund in the amount of $57.85. This has been credited directly to the Visa account on file. Receipt of the refund transaction has been provided with this response. The credit should be reflected on the customer's balance within the next three to five business days. If any other information is required, please contact our Customer Service Department.

Review: I purchased an extended warranty in july 2013 for my 2004 GMC Envoy,I had 30 days to review and cancel if desired. I decided to cancel the warranty and I notified the company in writing as I was told. the company received my cancellation letter on August 7th. My 30 days was up on August 9th. I had called the company in october to inquire about my refund and they requested more information.They wanted proof that they received my cancellation within the 30 days. I provided them with proof and they told me I would be getting a full refund.After many many phone calls to customer service and many messages with the refunds dept, I have gotten no where. Customer service always says that they are working on this and passing it on to management or the refunds dept. NOONE in refunds has ever returned my phone calls,after leaving many messages with my phone number so they can access my account.I have called this company at least once, sometimes two or three times a week. I have talked to several different people over the past 3 months, such as [redacted], [redacted], [redacted] and several others whom I can't recall. It is Dec 9th, and I just got off the phone with them again, talked to [redacted],He is "taking this to management" Iam not holding my breath.Desired Settlement: I want my full refund of $ 2,000.00 that is owed to me and the interest accrued since sept, which is$ 200.00 over the 4month span

Business

Response:

Ms. [redacted] was refunded as of January 16, 2014, in the amount of $195.00. Receipt of the refund transaction has been provided with this response. There was some confusion as to when Ms. [redacted] had actually sent us written notice of cancellation. According to our records, we received the cancellation request in the mail on August 12, 2013, outside of the 30 day grace period. It did not include an affidavit of mileage, so according to the contract, we were not able to calculate a prorated refund. Upon closer review of the file, it was discovered that this was the second cancellation request sent by Ms. [redacted]. The first was received on August 7, 2013. This was within the grace period in which to receive a full refund. When this was finally brought to the attention of management, a refund was immediately processed. We apologize for any convenience and are glad that this situation has been resolved.

Review: I purchased a extended warranty in July 2012 on a 2007 mazda 3. I later bought a new 2013 Toyota corolla in July 2013. At that time I contacted the auto processing center to see how I go about canceling the warranty and obtaining a refund. I was given the information and sent it in. I was told that the warranty was cancelled August 28 and I should receive a refund in 6-8 weeks. I made several attempts to call and check the status of my refund and was told by a [redacted], [redacted], [redacted], [redacted], and [redacted] they are working on it. They all refused to allow me to speak to a supervisor or manager always saying one would call me back and resolve my issue. It is now February 17,2014 and I have yet to receive my refund nor have I been able to speak to a manager. I think they are miss leading people when it comes to them having to issue a refund. I work in customer service my self and would never provide such terrible service to any one. I strongly advise anyone to get an extended warranty through auto processing center in Garden Grove, CA. From a very angry and upset customer!Desired Settlement: I would appreciate the company doing as it states in their contracts and refund the money that is due! Either by check or ACH deposit to the account they had no problems taken money out of.

Business

Response:

A check in thew amount of $609.11 was mailed to Mr. [redacted] in September 2013. Our Accounting Department has confirmed that the check was never cashed. We are assuming that it never made it to the customer. We are going to stop payment on the original check and issue a new check. We will send the refund check FedEx this time, to ensure that it gets to him in a timely manner. We apologize for any inconvenience. Mr. [redacted] should expect the check to arrive within the next three to five business days.

Review: I purchased an extended warranty plan for a [redacted] truck on behalf of my Grandmother, she uses the truck, under the premise that the factory warranty had expired. It had not. The truck was covered for 100,000 miles. I bought the warranty from Auto Protection Alliance (APA) because the salesman over the phone explained to me that my warranty was no longer available after 50,000 miles. That was a lie. It is completely my fault for not double checking the actual warranty details. I learned about this and decided I no longer wanted to pay for any extra warranty. I called on Dec 14th 2014 to cancel my plan, APA provided me with instructions on how to acquire my pro-rated refund. I attempted to cancel my plan, for a second time on Dec 28th, received a different set of instructions on how to proceed with getting my refund. I attempted to cancel my plan for a third time on January 12, 2015 this time I provided APA with a certified letter containing the articles that were needed to satisfy my cancellation.

I attempted contact again on Feburary 9th, APA stated that they already sent a refund check for the amount of $753.56, which has not been collected, and has not been located. I attempted to contact their billing department in order to setup a certified check, that I would purchase, in order to track my check during the delivery process. APA stated that was not possible, instead I should just wait by the mailbox. Which is unsatisfactory.Desired Settlement: I wish to obtain my refund of $753.56

Business

Response:

The first time a refund check was sent to [redacted] on January 22nd, 2015. Apparently, [redacted] did not receive this check. He called to inform us of this on February 9th, 2015. A second check was sent to [redacted] on February 12th, 2015. The second check was sent via [redacted], to ensure delivery. The [redacted] tracking number is [redacted]. There was no need for this complaint. We ask that the Revdex.com remove it accordingly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The refund check did arrive, after constantly calling the business for the assurance it was being handled. This complaint was entirely necessary.

Regards,

Review: [redacted] took out insurance on truck. We did not recieve book. They seem to be taken out a lot of money so we called back and canceled they said they would lower amount and they sent us a book we read the book and our truck did not qualify under there rules so we called back and canceled. They said, they would send us a check, that we would have to pay some. We accepted that. We never got a check and I Dave's wife told them that. They said it would take time to verify, we understood that. We waited, no check I said, just put it back in our account. American Express. They took it out in 2 seconds why can't they put it back. We are told they are a good company they have to verify. I would think you could call the bank in a hour and verify if a check has been cashed, cancel it put the money back in our account. This has been going on since last year. Should it take 6 months to call a bank. I called American Express. They said, some of it is to late to get back. They sent us some papers,no money back in our account. I have written down the name of Bruce that told us to send back our book. We did. We got the milage verified on the truck. Faxed that in. Still no money back in our account.Book sent back on 1-15-14. To Auto Processing Center 2530 Red Hill Suite 225 Santa Ana, CA 92705By one of our payments on our A- Express bill is [redacted]. We got a package from American Express. They said, $344.00 is under review that the other went over the period of time. They said, we needed to provide them with a proof of cancellation in accordance to the merchants policy and they will reopen the investigation. It was cancelled by phone and I do not have proof. Dispute Reference Number [redacted]1 for american express. Down payment was $500. 09/16/13 $172. 10/15/13 $172. then I called them they reduced payment to $78.33. We payed over 1300. When we recieved the book we canceled because our truck did not qualify.Desired Settlement: I would like between $970 and $1,000. dollars put back in my Amercian express account. Omnisure told us a check was sent to us for about $971. I would like proof that we cashed it, because I never recieved it. I feel they just said they sent it to us. Because it would of been easier just to put it back in our account. When they told us they would send it to us. I said, ok. At that point whatever way just give us back our money. I would be happy if you could help us to get this taken care of.

Business

Response:

Previously, we did not have the ability to process more that the original down payment amount back to a credit card account as a refund. This functionality is not available to us. We have issued a refund in the amount of $971.14 to the American Express account on file. Receipt of this refund transaction has been provided with this response. If any additional information is required, please contact our Customer Service department.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], 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,

Review: Ordered vehicle service on the phone from Auto Protection Alliance LLC and able to cancel in 30 days to get a full refund. I mail in cancelation notice on 2/3/14. I call 2/10/14 and was told to call back they had not received my letter yet. I call 2/13/14 and they acknowledge our cancellation and plan on expediting it sooner and receive a courtesy call. I gave them my Cell # also and did not receive a call back. 2/20/14 They explain the notice goes to administration and then to finance. I should receive a call, again no call back. 3/5/14 The caller says he is going to forward message to manager and he will expedite information and call back on my cell, no call received. 3/7/14 I called and the caller tells me it usually takes 3-4 weeks to receive refund and they are very busy. 3/14/14 I call and ask to speak to a manager but he stepped out. 3/18/14 I call and ask for a direct line to manager. He claims manager stepped out, its a busy day Monday is when all ordering for office supplies is made and their company is growing and need to hire people. He had a hard time finding my policy number this time which hadn't happened. They are not holding up with their refund policy and feel they are evading any resolution. He acknowledged our refund of 295.00. Again I should be receiving a call back.Desired Settlement: I wish to be refunded in 295.00 in full back onto visa card that was provided at time of service ordered. Auto Processing Alliance LLC has acknowledged I am entitled to full refund but seem to be evading a solution. It has been longer than 3-4 weeks and have given them ample time to refund money.

Business

Response:

Upon review of the customer's file, it seems that the refund was overlooked due to clerical oversight. We have credited the funds to the Visa account on file. The funds should show on the customer's account in approximately 3-5 business days. Receipt of the refund transaction has been provided with this response. We process thousands of transactions each month and occasionally things slip through the cracks. It's no excuse, but we do apologize for any inconvenience that the delay may have caused. We are glad to be able to get this resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review:

In September of 2013, we cancelled an auto processing center contract well within the 30 days to receive a $295 refund as guaranteed by this company (Visa card [redacted]). At least once a week for over 4 months we have left return messages more than 20 times and never heard back, sent certified mail and talked with their customer service people more than four times. We were assured that this was a big mistake on their part and were told that our refund would be processed within a few days. We have never received this refund, and this is gross negligence!Desired Settlement: Refund of $295 as guaranteed by the company.

Business

Response:

This customers refund was processed two days before he submitted the complaint. Please see the attached transaction receipt. It's very strange that this customer has allegedly left 20 messages and has never received a return call. We check and return all voicemails twice daily. We have a large Customer Service Department dedicated to taking customer calls Monday through Friday from 7am until 4pm PST. In any case, a refund has been credited to Mr. [redacted]. We ask that the Revdex.com close this complaint as "Resolved."

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: I submitted the cancellation form with a US Post Office's delivery receipt. The documents were received by the Auto Processing Center on April 14, 2014. I have called several times and many times I can't get anyone to pick up the call. I was able to get someone on the line 3 times and have asked each time for a date that I will receive my full refund. On April 22, 2014, I was told that I would receive my refund around April 28, 2014. When I asked to speak to a manager, the customer service agent would not provide a name or direct phone number for the manager. She said they would call me and I never received a return call. When the company first called me to sell the extended warranty, they led me to believe that they were affiliated with my dealer; Acura. I have since found out that they are not affiliated with Acura and Acura didn't provide my information to the Auto Processing Center. I feel that this company is running a scam and I just want my full refund. I have followed their cancellation policy and I have been more than patient.Desired Settlement: I would like a full refund.

Business

Response:

We can confirm that the contract has been cancelled as of April 15, 2014 and that [redacted] has been refunded. A scan of the check that was mailed to her is attached. We apologize if the refund took too long to process. If any additional information is required, please contact us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

My complaint is resolved, I have received my full refund.

Thank you so much for your assistance!

Regards,

Review: I purchased powertrain elite service contract on 01.10.2013 I was told that after reading the plan I could cancell within the 30 day waiting period and 1,000 miles with no cancellation fee if this plan was not what I wanted. Well I talked to a lady by the name of [redacted] on 01.22.2013 to cancell,she asked that I go over the plan again , well I called from 01.25.2013 every day leaving messages finally I talked to a [redacted] on 02.19.2013 was told that I needed to fax odometer statement from a dealer I did so on 02.22.2013 I called to make sure everything was ok again no answer for days .Finally a woman refused to give her name said to send a letter in writing . I did so again calling until on 05.08.2013 [redacted] again answered the phone and said yes the contract was cancelled on 02.19.2013. Said he could see no reason that the check had not been cut but would forward and have management call me . I have made a hundred or more calls and still have not talked to anyone or gotten my money . The plan went into effect on 02.10.2013 as statedafter 30 days.I finally got a human again on 11.29.2013 by calling the line to purchase coverage. I spoke to [redacted] (said he was a manager)he would have someone callwho said it was cancelled on 02.19.2013. I sent him via fax copies of all letters and list of names and dates I called. He too said he would turn over for payment. I have not gotten a call and no one will answer the line, I called 3 times today and left phone/contract # BUT NOTHING. They t6ok $2,514.00 on 01.10.2013 out of my account but have not given me my $2,514.00 back or even talked to me but 3 times in over a year and a half. I sold this car last month and it only had 6,000. miles more than when I purchased plan Jan 2013. I am at the end of my rope. Please help me get my money back, this is just wrong.Desired Settlement: I cancelled this a year and a half ago and they agree it was cancelled even though this started with [redacted] on 01.22.13 the contract says after 30 days $150.00 cancellation fee. It has been over 1 1/2 years and now they won't answer my calls at all .Mind you I have talked to [redacted] 2 times, [redacted] 2 times and [redacted] in another department 1 time . A total of 5 contacts out of over 150 telephone callsI want my full refund $2,514.00 for cancelling the contract 16 months ago and still not returning the money.

Business

Response:

Ms. [redacted]'s cancellation was received on 2/19/13, outside of the 30 day grace period in which she would qualify for a full refund. Ms. [redacted] did not include the required notarized affidavit of mileage that we needed in order for our company to determine a prorated refund. Ms. [redacted] was apparently under the impression that since she was "only about a week" outside of the 30 day grace period, she should still be entitled to a full refund. Our records indicate that, several months after the cancellation, Ms. [redacted] acquiesced and sent in the odometer reading. We apologize for the confusion. Due to the gap of several months between the original cancellation letter and the ending odometer reading, this file slipped through the cracks. We apologize for any inconvenience and have mailed a refund check to Ms. [redacted]'s home address. We have decided to refund Ms. [redacted] in full in the amount of $2514.00. This should be going out in tomorrow's mail (7/9/14). Please contact our Customer Service Department if there are any issues or if any additional information is required.