Auto Processing Center

Review: On 11-6-13, I purchased auto insurance after the sale person told me that they have great review and credit with Revdex.com and I can cancel the plan within 30 days if I do not want it. They charged $359 on my [redacted] card for down payment at the same day.Last Thursday, I called 800-824-8141 and left a message because on one was answering the phone. The voice message said that please allow one business day to return the call. 24 hours later, no one called me so I called and left message again. I was hoping someone will call on Monday, 11-25-13, but no one has reached me by the time I got home. Therefore, I called rounding 6:34 pm EST and left message because I received the same voice message. I tried called this morning and again got the voice message. At this point, I cannot trust this company.Desired Settlement: I want to cancel the policy and credit the $359 back to my [redacted] card. No monthly change of $247.16 on my [redacted] card starting 12/6/2013.Thank you,

Business

Response:

[redacted]

This customer can indeed cancel at any time. We have yet to receive a call or message from this

customer. The customer may cancel by following the instructions outlined in the contract. Cancellation

procedures vary from administrator to administrator and from state to state. For information regarding

this contract, including the cancellation process, the customer may refer to the contract, or call our

Customer Service Department at (800) 356-8170. Our office is open Monday through Friday, from 7am

until 4pm PST. As a courtesy, we will have a representative call this customer today to answer any

questions and address any concerns the customer may have, including the cancellation process. Most

administrators simply require that the contract be returned to us with written notice of the cancellation.

All of our contracts must be cancelled in writing, as with nearly any contract.

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 called at 4:44 pm EST today after I read the email that you forwarded to me from the business. I got auto voice so I left message again.

Review: In June of 2013 I contacted both Omnisure Group LLC and Auto Protection Alliance LLC that I was cancelling my extended warranty with them. Omnisure Group LLC informed me that I needed to contact Auto Protection Alliance LLC which I did. I kept trying to contact Auto Protection Alliance leaving messages with their voice mail stating that they were not available at the present time but leave your name number and brief message and they would return the call within 24 hours which they never did. I would call and talk to other departments which they would always pick up the phone but they would not switch you over to a live person to get the matter settled. I canceled my contract with them and all that needed to be done was for them to reimburse my refund as they told me they would do when I first signed up with them. All I want is my refund not a lowered more affordable payment just my refund.Desired Settlement: I made a $200 beginning payment and 3 payments of $138.66. After that I cancelled my policy the contract was basically set up to cost $55 a month for the time I kept the policy. I am looking for the refund of about $400 thats owed to me without further delay

Business

Response:

Unfortunately, Mr. [redacted] does not qualify for a refund. Mr. [redacted]'s contract was cancelled by the Payment Plan Provider due to non-payment of the contract premium. We have included a copy of the "Notice of Intent to Cancel" as well as the "Notice of Cancellation" sent to Mr. [redacted] by the Payment Plan Provider. The Payment Plan Provider also mailed two invoices to Mr. [redacted] so he could make the monthly payment. We have also included a page from Mr. [redacted]'s Vehicle Service Contract: the section of his contract entitled "Cancellation of Your Agreement." Please refer to the last sentence of paragraph 4, which states, "Failure to make monthly payments in a timely manner may result in cancellation of this Agreement and no refund will be due." Mr. [redacted]'s contract very clearly specifies what needs to be done in order for the contract holder to cancel the contract. It also specifies that cancellation for non-payment of the monthly premium will result in forfeiture of any refund to the customer. Mr. [redacted] chose not to simply send in the required written notice and ending mileage to cancel the contract in accordance with it's terms. He chose instead to default on the payment plan. We are very sorry if there was any misunderstanding on the part of Mr. [redacted]; but these are the agreed upon terms. No refund is due in this instance and none will be processed. Please close this complaint accordingly.

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 called Auto Alliance LLC and cancelled my policy I informed them that someone had illegally accessed my bank account and my financial situation was compromised. They informed me that what they would do would send a bill for the next 2 months and then cancel my contract and send me my refund. After not receiving my refund and trying on several occasions trying to contact them was when I contacted the better business burea. I find it almost amusing that you can call and someone will always take your call to sign up for a policy. But you have to move Heaven and Earth to contact them to cancel and possibly get a refund. I am due a refund and would very much like all of my money returned to me. Their type of business practices are borderline illegal if not morally corrupt.

Regards,

Business

Response:

It is unfortunate that Mr. [redacted]'s bank account was compromised. but we fail to see how this has any bearing whatsoever on this matter. Mr. [redacted] was sent an invoice for the following two months, which he chose to disregard. A copy of both invoices has been included with this response. We believe it unreasonable for Mr. [redacted] to expect any sort of refund, let alone 100% of the money he paid toward the contract returned. Let us propose a hypothetical situation: A customer fails to pay his car insurance premium and the insurance policy is cancelled due to non-payment. Would this customer have all of the money that he had paid toward the premium returned, simply because he failed to meet his financial obligations? No. The case is no different here. Mr. [redacted] agreed to the terms of this agreement. He did so on a recorded line, during a recorded, third-party verification. Mr. [redacted] was advised that he had 30 day grace period to review the coverage, during which he could cancel for a full refund of the down payment. Mr. [redacted] did not cancel within the 30 day grace period. Mr. [redacted] did not cancel his contract at all. Mr. [redacted] elected instead to default on his financial obligation to the Payment Plan Provider; who then cancelled his contract for non-payment of the contract premium. Had Mr. [redacted] followed the simple instructions outlined in his contract, and cancelled in accordance with the terms of the agreement, we would be able to calculate a prorated refund. This is simply not the case. Mr. [redacted] did not send us the required documentation. We would advise Mr. [redacted] to, as an adult, take responsibility for his own actions (or inaction, as the case may be) and accept the consequences. We provided Mr. [redacted] with exactly what we sold him and what he agreed upon. We don't understand how this can possibly be construed as "morally corrupt" and it is most definitely not illegal (or "borderline illegal" as Mr. [redacted] so eloquently put it) in any way. We adhere to all state and federal regulations and we are in complete compliance with the VPA (the Vehicle Protection Association, which is the regulatory entity specific to our industry) who does audit our sales calls at random. The bottom line is, Mr. [redacted] does not qualify for any sort of refund and no refund is going to be issued. We ask that the Revdex.com close this complaint accordingly. Thank you.

Review: In early July 2013 I purchased an auto warranty protection plan that was solicited over the phone. I had one month to decide whether or not to keep it. Within only one week I had called to cancel the membership. I received a letter of confirmation of cancellation dated July 23,2013 and was told my debit card would be credited for the entire amount of $195.00 within eight weeks. It is now five months. Both my husband and I have called customer service repeatedly and every time told it should be there within a week. IT HAS NOT.Desired Settlement: At this point, I wish a check in the amount of the refund ($195.00) be put in the mail immediately with confirmation by phone or email that it has been done.

Business

Response:

Ms. [redacted] was refunded $195 directly to her Visa card on January 7, 2014. Ms. [redacted] sent cancellation notice to the administrator two weeks after the date of sale and it was not forwarded to our company until outside of the 30 day grace period; so there was some confusion as to when the customer had actually cancelled. It wasn’t until January when it was brought to the attention of management that it became clear that the cancellation did indeed occur within the grace period and a refund was processed. We apologize for the delay. We process thousands of transactions each month and occasionally thins slip through the cracks. The receipt for the refund transaction has been included with this response. Please contact our Customer Service Manager at ###-###-#### if there is any additional information required.

Review: I canceled my warranty with this company by sending them a written letter and faxed it to them.they claimed they never received the fax even though I had it confirmed from the fax company that it went threw.then the said they did not receive my odometer reading, I did not own the car anymore so I had to fax them my new car paper with my old car's odometer reading. I have fax things to them4 times as the asked. I have called them several times on when I was to receive my refund. On Friday the 7th 2015 I called and spoke with [redacted], she told me my check was mailed out at the end of July. Today is the 10 th of August and still no check has arrived. I called them and is now being told that my check for $1025. Has not been sent out yet and don't know when it will be sent out. I asked to speak to his supervisor and all I got was his voice mail. This has happened before and never did receive a call back. All I want is my money that is rightly coming back to me. This should not take 6 months down the road. I paid them in go faith and I want the same respectDesired Settlement: I would hope they would handle their business with a little more pride, but as long as they can get people disgusted and keep ripping them off they will continue their dealings.

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.

My name is [redacted], I just want to let you know that I received my refund from auto process my process number is [redacted]. I would like to thank you for all the help you have given to me. Sincerely, [redacted]

Review: Jan 18, 2013 I purchased a Vehicle Service Agreement for my 2006 Toyota RAV4 policy # [redacted] in the amount of $2,039.00. November 2013 I traded my RAV in and could not transfer the policy over so I had to cancel. I had called the company and they sent me a "Notice of Cancellation" letter. I had to fill in the form and send back with a letter from me stating my cancellation along with my odometer reading at the time of my sale of my RAV. Also in that letter requesting a refund. That letter was dated Dec 9, 2013. I had sent that back to "Auto Protection Alliance" I started calling Dec 30, 2013 and spoke to [redacted] and he said that my letter was received on Dec 16th. So I gave them time to produce my refund. I called back on Jan 16th and spoke to [redacted] and he said he sees activity on my account and it should come soon. I called back and spoke to [redacted] and he tried to find a manager for me and could not. I called back on the 20th an spoke to Issac and he gave me a phone # for the refund department ###-###-#### option 3 but no answer. The message said to leave message and within 24 hrs will call back. No one did. I called back 21th and left message , option 3, again. I also talked to [redacted], very rude. I called back on the 27th, left message on option 3, no return call. Also this has been paid in full. There were on claims on this policy. So please if you can help me, I would be very grateful. thank you [redacted] One more item, since the Target scare I had since changed my Debit card so If they are going to refund that card there might be a problem and I had told all of the men that I spoke to about that and the had said no problem. I hope not!!Desired Settlement: $2,039.00

Business

Response:

On March 7th, 2014, Ms. [redacted] was issued a refund check in the amount of $2039.00. We apologize for the delay in getting the refund processed. We deal with many thousands of cus[redacted]ers and occasionally things do slip through the cracks. Upon being made aware of the situation, we were able to get the refund processed and resolve this issue. If any additional information is required, please feel free to contact our Cus[redacted]er Service Department.

Review: I am having an extremely difficult time getting the seller of my extended auto warranty policy, Auto Processing Center, [redacted] St., [redacted], CA [redacted], to honor my refund. The contract states that refunds should be received within 30 days, and in the event that my refund is not received within 30 days, I may file a claim with American Bankers Insurance Company. When I called to do so, I was informed that I needed to submit the claim in writing, which I have done. I submitted the letter to Auto Processing Center, formally canceling my warranty contract in writing as agreed upon in the written contract on February 11th, 2014, following the sale of the vehicle. The letter was received and processed by February 17th as reported by the Payment Plan Provider, Omnisure, who has upheld all agreements in the written contract. As of today, May 2, 2014, now 71 days post cancelation, your client Auto Processing Center, has failed to refund my payment of $441.39. I have called to inquire about my refund on several occasions (4/7/2014 @ 2:19PM, 4/14/2014 @ 9:37 AM, 5/2/2014 at 3:05 PM and 5:58 PM) with two return phone calls from female representatives in between, each time stating that my refund is being processed. On every occasion I have asked why my refund is delayed and exactly when I will receive it, each representative has responded the same way, stating Im sorry I do not handle the processing of the claims so I am unable to provide you with that information, but I can tell you that when it is processed you will received a curtsy phone call, at which point I asked to speak with the manager during each of my five direct conversations with reps. Each time I am placed on hold, only for them to return stating that Mr. [redacted] is not available and asking if I would like to leave a message. I have now left 4 messages for Mr. [redacted] with no return phone call or correspondence. I have even informed the company that I am going to file a written complaint both with the insurer and with the Revdex.com with no further success or attempt to resolve the issue.Desired Settlement: Although the written contract states that refunds are subject to proration, it also states that if I were late with my payments I would be subjected to 5% late fees. With my cancelation now being 71 days ago and refunds being promised in writing within 30 day, at this point I am beyond frustrated with the lack of consideration, lack of professionalism, and untimely response shown on the part of the Auto Processing Center. Therefore I am requesting a full refund of $441.39. I have consulted my attorney on this matter, who advised that I file this written complaint with the Revdex.com, in addition to writing a letter to the insurer American Bankers Insurance and follow up with the American Arbitration Association. I would prefer to have this matter resolved quickly and without needing to pursue arbitration, however I am fully willing to do so if it is my only option to retrieve my refund

Business

Response:

Ms. [redacted] prorated refund was processed yesterday, May 7, 2014. The refund is in the amount of $427.30 and has been credited to the Visa account we have on file. Receipt of the refund transaction has been uploaded with this response. The refund should be reflected on the customer's statement in the next 3-5 business days. Please be advised that prorated refunds do take longer to process than full refunds for cancellations that occur within the 30 day grace period. Admittedly, this refund was processed beyond the typical time frame for a prorated refund (4-8 weeks). Upon receipt of a notice from Ms. [redacted] yesterday, management was made aware of the delay and the refund was processed accordingly. Please also understand that our Customer Service Representatives do not handle refunds themselves. We are reviewing the file in order to determine why it may have taken longer than it should have for management to become aware of this delay and what, if any, action needs to be taken. We are a growing company and we process thousands of transactions every month. Occasionally things do slip through the cracks. We want to apologize to Ms. [redacted] for any inconvenience or frustration this delay may have caused; and we are glad to have been able to get this matter resolved. If there are any questions or if any additional information is required, please contact our Customer Service Department at ([redacted]) [redacted], Monday through Friday, from 7am until 4pm PST.

Review: Auto processing center ([redacted])called me on Dec. 09th 2013 to sell me coverage for my vehicle, [redacted] persisted and stated I could try out for 30 days (risk free). With hesitation, I told her I wouldn't be interested - she continued to serpently speak out in telling me that this program would save me money and so on. In essence, it has cost me money as well as time and stress. I called in January to cancel, and spoke with a person ([redacted])whom persuasively did what he could to keep me with th program I knew I no longer wanted to keep. Again, I called to cancel and spoke with a female, she stated that she would email me a cancellation form and fill out and send back, I asked her if there would be any additional information I would need to send. She stated she needed just that form and once they received it back they would process through refund dept. She stated the refund would be approximately 7-14 days. I called back on Feb. 11th 14'and left a message on there (no return callback line) in custimer cancellation/ refund phone line. I then called back again on the 15th of the same month after hearing back from no one.Again on the 27th of Feb. No return call backs. This company rates poorly in cus[redacted]er service. I then called EFG company and spoke with [redacted] (CSR) and stated to me that no funds had ever come over to them to process my application, and I would need to talk again with auto processing. I then called auto processing and spoke with [redacted] on March 11th, I asked what has resulted in the processing of my refund that everyone seems to have forgotten about, he stated I was supposed to send over an odometer reading statement, I was NEVER TOLD I needed to send this form, if so I would have sent with the cancellation form. I sent this form over on the 21st attention to [redacted] via fax - I called on April 2nd to the status and spoke with [redacted] whom was sending request over to find out what the delay was, he to felt that it was taking to long. Spoke with [redacted] on the 3rd of April. NO RESULTS HELPDesired Settlement: To have my 240.00 refunded back to me. (195.00 + 120.00 1 month they charged) less the 75.00 as stated in there policy book (which did not state they required an odometer reading statement)that they requested in order for me to get my refund back. I no longer want to be victim to this company!

Business

Response:

Based on the ending odometer reading sent to us by Ms. [redacted], and in accordance with the contract that Ms. [redacted] entered into and the terms that she agreed upon, no refund is due in this instance. That is the reason that no refund has been processed. The prorated refund, based on the ending mileage statement that she sent in, less the cancellation fee of $50, comes to -$22.07. That is a refund of NEGATIVE $22.07. We apologize for any inconvenience or misunderstanding on the part of Ms. [redacted], and we hope that this clarifies matters. We ask that the Revdex.com close the complaint accordingly.

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.

This is a dishonest move on their part to keep my money - I was told on March 11th 14' from [redacted] that I needed to send over a certified odometer statement in order to have

my refund returned - I explained to [redacted] that the person whom I spoke with in Jan. 2014 DID NOT say anything about the odometer form being sent- she stated that the form I

needed was the cancellation request form - (that was returned on Jan. 22nd.) and $75.00 being deducted. This of which is not stated in their policy book - when I made several reps

aware of that - one replied ([redacted]) that I was right it did not state that - still - I am told that my file will be forwarded over to refund dept. (supposedly [redacted]) Everyone that I have spo[redacted] with at this place has given me wrong information. I contacted EFG a company that handles the financing for this company and spoke with a person (Erika) and stated that they had NEVER received my funds over to them, also, within this "policy book" there is nothing listed for the state of PA regarding cancellation of policy or about any other disclosures.

I have wasted so much time and effort that I sit without my money to this day. I am attaching a copy of page from policy book to state the

requirement for refund. Please assist in this matter - I want these funds returned in fair justice. I am will put a stop to this kind of BAD BUSINESS practice so as others do not become

effected.

Regards,

Business

Response:

Ms. [redacted] was informed that she had 30 days from the date of sale (December 9, 2013) in which to cancel and receive a full refund. We heard nothing from Ms. [redacted] until January 13, 2014, beyond the 30 day grace period in which she would qualify for a full refund. We can provide a recorded, third-party verification that Ms. [redacted] completed at the end of the sales call. During the verification, the terms and conditions of the contract, including the fact that refunds occurring beyond the first 30 days would be subject to a cancellation fee and prorate. As stated in the contract (delivered to Ms. [redacted]'s home address on December 17th, 2013) the prorate is based on the lesser of the remaining [redacted]e or mileage. Ms. [redacted] provided us with an ending odometer reading of 35,727. The prorate was calculated accordingly:

The prorate is based off the total cost of the contract ($1761.00), the contract term of 60 months (1825 days) or up to 101,000 total vehicle miles (78,000 additional vehicle miles, based on the starting mileage we were given), VS the remaining days (1813 or 97.63%) or remaining miles (65,273 or 83.68%) at the [redacted]e of cancellation. Multiply the total cost of the coverage ($1761.00) by the lesser of the remaining [redacted]e or mileage (83.68%). This gives you the pro rata amount ($287.40) to be deducted from the total paid in to the contract ($315.33). In addition, the administrator deducts an administrative or cancellation fee ($50.00) as outlined in the contract, and claims paid ($0.00) unless prohibited by state law. The sum of the prorated amount, the cancellation fee and claims paid ($337.40) can then be deducted from the total paid in to the contract ($315.33) to produce the refund amount (-$22.07).

Obviously, a negative refund amount (as seen above) would result in no refund being issued. The refund was calculated by the method outlined in the terms and conditions of the contract which Ms. [redacted] agreed to and accepted on a recorded line. We're sorry if Ms. [redacted] is not happy with this, but no refund will be issued in this instance. There are several costs incurred by our company when writing a contract. We believe that it is not unreasonable to prorate a cus[redacted]er's refund in order to recoup some of the aforementioned expenses. We have no problem issuing a full refund to cus[redacted]ers who exercise their right of cancellation within the 30 day grace period allotted; but in this instance, this is obviously not the case. By her own admission, Ms. [redacted] neglected to cancel within a reasonable amount of time to expect to receive a full refund. We ask that the Revdex.com close this complaint. Thank you.

Review: I cancelled my extented warrenty Feb.3,2015 informed auto processing center (apc). I was told I would receive my refund in the mail within 8 weeks. I allowed 10 weeks to laps allowing them blenty of time for processing. I called again and they told me my refund was already mailed. I waited another 2 weeks and called again and and explained to them I never recieved a refund. I asked to talk to a manager. all I got was a message informing me they would get back to me. I did not get a call back after 2 attemps to talk to some one. I called again and talked to a female and explained what I was dealing with, she informed me she would pass my concerns on. I still have not recieved a call from anyone. I talked to a man named tom twice and I left messages with the office manager named [redacted]. my process started back in feruary and now in june I don't now what to do.Desired Settlement: resolution to issue and my refund

Business

Response:

We apologize for any inconvenience which [redacted] may have experienced. Our records indicate that a check had originally been sent in April, 2015. We can confirm that it was never cashed and we assume was never received by [redacted] We have issued a second check and sent it via [redacted] to [redacted] home address. The refund is in the amount of $2004.52. The [redacted] tracking number for this refund check is [redacted]. Again, we want to apologize to [redacted] and we are glad to be able to get this matter 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,

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.this is my second attempt to collect a refund from this company. the first time they said they sent me a refund check which, which they did not. the second time with your assistance I did recieve a check for the amount of 2,004.52. the check was denied by my back due to no signiture on the authorization signiture line. I have been trying to work with this business with no luck.I would appreciate assistance.I want them to send a refund check that I can cash, immediatly.

Regards,

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.Please forward to [redacted] complaint #[redacted], This is to inform you I have recieved another check from AUTO PROCCESSING CENTER. I have taken the check to my bank for deposit. If no other issues come up this will close my complaint. Thank you for your assistance.

Regards,

Review: I purchased an extended auto warranty contract from this company on October 29, 2013. I cancelled the contract verbally on Nov. 8th and bywritten notice delivered on Nov. 27, 2013. I was told that my deposit of $295. would be refunded. It is now Dec. 30th and I have had no refund, I am paying interest on my credit card. I called on Dec. 10 and Dec. 18 and was told I should receive it anyday. I just called and their refund department voicemail box was full and I could not leave a message as directed. I spoke to one of their reps and got the same run around that it would be processed soon. Any help with this matter would be appreciatedDesired Settlement: I am only requesting my refund of a $295.00 deposit as promised.

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 $295. 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. Our records do not indicate that we ever received a call or a voicemail from Ms. [redacted], otherwise this could have been resolved much sooner. 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 ###-###-####.

Consumer

Response:

I have received a refund to my credit card for $295. I received no response from this company until I filed a complaint with my credit card company, on the same

date I got my refund. They ignored my many calls and two notices from you, but I guess the credit card company has more clout. Thanks for your help.

Regards,

Review: Contacted by company solicting extended care policy for car Sept 2, 2013 - very aggresive - assured me that could cancel policy within 30 days if decided not to keep it once reviewed policy details - called a couple weeks later to cancel and met with a lot of resistance but did cancel it Sept 24, 2013 - also submitted cancellation form as requested - have called 3 and left vm for refund department for a call back to check on status since - no call back -have called 5 times to Customer Service and be told that everything is in order and refund in progress - it has been in that status for over a month AND despite the fact that I cancelled the policy, I have had two monthly charges to my credit card - I have yet to receive the deposit amount for the plan nor for the one month fee (I had to put a hold on my credit card to stop the second monthly charge from going through - I cannot get a timeframe as to when I will have my refund nor the refund itself - it has been over two months since I cancelled - I even contacted the collection company for the the plan to confirm that it is cancelled and I won't continue to be charged monthly fees - I wouldn't wish this kind of hassle and lack of service on my worst enemy - I don't know if it is this company or the collection company that has been more irresponsibleDesired Settlement: I want my refund and for the company to be investigated for fraudulant and irresponsible business practices - I sincerely doubt I am the only person that this has happend to -

Consumer

Response:

Regarding this case, a couple days after the Revdex.com emailed me that they had reached out to the company, I followed up with a call to them and that contact from the Revdex.com appears to have given them the incentive to push the refund through. I have received the refund, after almost 2 1/2 months of waiting, and the company has not tried to bill me for the monthly fee since November so the company has fulfilled their obligation.

Thank you for your assistance with this matter.

Regards,

Review: On June 19, 2013 I received a cold call from a male sales rep at AutoProcessing Center at 2530 Red Hill Suite 225 Santa Ana CA 92705 ph. 800-356-8170. The business also has an address at 12661 Hoover Street Garden Grove CA 92841Auto Processing Center was soliciting auto warranties. APC had some information on my ownership of a 2007 Nissan auto which my wife and I purchased new in 2007. I went ahead and agreed to a contract with the understanding that I would have 10 days to cancel the warranty as the APC sales rep adamantly insisted was the law. I used my US Bank VISA credit card to pay in full, $1890. A few days later, I received a contract booklet and VIP Card from APC in the mail. The contract number is [redacted]. After deciding to cancel, as the APC rep said I could, I called within the 10 days (3 actually) AND sent back the contract booklet marked Cancel as the male rep indicated on the phone I should do (2ndcontact with APC). The company website actually says there is a 30 day cancellation period. Though the rep in customer service tried to talk me out of the cancellation, he said it would take a few weeks to reimburse me the $1890.I received just 2 unsatisfactory messages back from the voice mail messages I left. The first was from [redacted] ([redacted]), just indicating she was returning my call. The other was from [redacted], indicating he did not know what was going on with my reimbursement; I do not know; I dont know. When getting through on the phone to representatives about 10 times, repeatedly the representatives were playing a shuffling game with me from one rep to another. At one point [redacted] referred me to [redacted]. When I finally spoke personally to [redacted], he said that [redacted] incorrectly referred [redacted] to me to return my money. By December I was getting very frustrated and realized the scam and illegalities/theft I was dealing with. Both [redacted] and [redacted] confirmed the cancelled contract and that I should should have received the refund long ago.Desired Settlement: Immediate reimbursement of $1890

Business

Response:

Mr. [redacted] has been refunded in full in the amount of $1890. This refund was credited directly to the card on file on April 23, 2014. Receipt of the refund transaction has been provided with this response. Unfortunately, our Customer Service Representatives don't have access to the merchant processing portal and cannot completely determine whether a refund has been processed. We apologize for the delay.

Review: cancelled order on auto reair ins co. was cancelled on 8-16-13. money was not refunded off cr card.Called them & Was told it took 6-8 weeks to get it refunded of card bill.this takes us to 10-16-13.Have called repeatedly since Oct. date and still no results. They keep telling me that it is being processed. I have heard this now for the last four weeks or better. They keep giving me a run around.All I hear is that it will taken care of by the next buisness day and so far the next buisness day has never come.They say they are doing what they can but its not their dept. that its accountings dept. When I ask to be connected to accounting I get more excuses and not put through. Three of the dates that I called are 11-4-13, 11-15-13 and twice on 11-18-13 I have called other times as I stated above but unfortunately I didn't write the dates down. They had no problem taking it off my credit card on July 31, 2013, So why are they having so trouble putting the money back to my credit card. I would appreciate all the help you can give me. Thank You [redacted]Desired Settlement: This Co took $395.00 (Three hundred & ninty five dollars and no cents) off my card and all I want is for them to put the same amount back.

Business

Response:

We are writing in response to a complaint submitted to your office by Mr. [redacted] Mr. [redacted] has been refunded in full in the amount of $395.00. The refund was credited directly to Mr. [redacted]'s Visa account on 11/19/2013. Receipt of the refund transaction has been included in this email. We apologize for any delay in getting this refund processed. We process thousands of transactions each month and occasionally things slip though the cracks. Now that this has been brought to our attention, we are glad to be able to address it and get this taken care of. If there are any questions or if any additional information is required, please contact me at ###-###-#### or via email.

Review: On January 14, 2014 I received a call from J.R. [redacted], general manager of customer care for Auto Processing Ctr. He engaged in a lengthy sales pitch regarding an extended warranty for my 2009 [redacted]. He advised me that the conversation was being recorded. He specifically told me that the warranty covered "bumper to bumper" repairs. I have my original notes stating this. He told me the cost of the warranty was $4162 or 4 payments of $832. I told him this was too high and he said he could reduce it to $495 down and 18 payments of $120.38. The coverage was for additional 50,000 miles or 2/14/2019. My current mileage is approximately 82.500. I was reluctant and asked about the bumper to bumper. He said if I had any problems to call him at 1-800-824-8141. On May 8, 2015 I lost my brakes momentarily. I took the car to the Nissan dealership and was told my ABS system had to be replaced. They called Auto Processing and was told that brakes were not covered. This was not regular brakes but was for an actuator which is a type of motor that is responsible for moving or controlling a mechanism or system. It is operated by energy, typically electric current, hydraulic fluid, ...and converts energy into motion. I called Auto Processing and was told by [redacted] that brakes are not covered. I tried to explain that this was not just brakes the ABS system. I explained my issue that I was told by [redacted] that I had bumper to bumper coverage and would like to listen to the recording to prove this. I made several calls for [redacted], [redacted], manager and never received any calls. [redacted] said that I was not speaking to anyone, nor was I listening to a recording. I was ultimately told by Trever to get a suponea. If I was not told bumper to bumper then why won't they let me listen to the call. I was definitely mislead as to the coverage and [redacted] promise to handle anything for me. The people were very rude and did not return calls.Desired Settlement: I would like for the warranty that I have paid $2662 for to reimburse me for my repairs of $2337.07 that I had to pay for by putting it on a credit card. I would be willing to settle this matter if they were willing to pay at least half without further problems. [redacted] went so far as to ask me if I wanted to cancel my warranty. I told him why would I want to cancel a warranty that I only owed about $200 more on. I told him DEFINITELY NOT. HE BETTER NOT CANCEL IT. I would appreciate Revdex.com checking to make sure this was not cancelled as I don't trust them anymore. This made me believe the company was up to no good if they are now encouraging customers to cancel a warranty once they have their money when there were questions. (Note: The administrator of the service contract is [redacted] Co but I have had no dealings with them)

Business

Response:

Our Compliance Department has reviewed the sales call. At no time was [redacted] told that any part of her braking system would be covered. The Sales Rep never used the term "bumper to bumper." A transcript or recording of the call can be provided upon request. We have included a copy of the vehicle service contract that was mailed to [redacted] upon purchase in January, 2014; as well as a copy of the delivery confirmation from USPS, indicating that the contract was delivered to [redacted]. Please note that the contract details specifically what is covered on page 6, under Section VII, titled "COVERAGES – WHAT THIS CONTRACT COVERS." This is a stated component contract, meaning the contract lists specifically what is covered. Parts not listed under the aforementioned section are not covered. [redacted] submitted to a third-party verification at the end of the sales call. During the verification, she stated that she understood and agreed to the terms of the contract and that she would "review the coverage, terms, conditions and exclusions, to ensure that it meets [her] needs." She was advised several times during the sales call and again during the third-party verification, that she had a 30 day grace period in which to review the coverage. If she was not satisfied with the contract in any way, she was to contact us within the grace period and cancel for a full refund. The fact is, the ABS system is not a covered component under the terms of the contract. We also need to point out that Auto Processing Center is not the administrator o the contract, merely the vendor. And as such, we are not the company responsible for handling and paying claims against the contract. We are sorry that the component which failed on [redacted]' vehicle is not a covered component, but it's just that: not a covered component under this contract and the repair will not be paid for, in full or in part. We are more than willing to provide a recording or transcript of the sales call and/or third-party verification to the Revdex.com, upon request. [redacted] states specifically that she does not want to cancel the contract, so it will remain in force. Should she decide to cancel, she will be entitled to a prorated refund, as outlined in the terms of the contract.

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.

Regards,

I would like for a transcript or copy of the conversation between me and Auto Processing Center to be sent to Revdex.com as the company has agreed to and for Revdex.com to send a copy to me.

Business

Response:

We will provide the Revdex.com with a copy, upon their request.

Review: This company has called at least eight times since the 26th of March, 2014 about a vehicle that we have not owned in two years. They have been told a number of times that we no longer own the vehicle and to stop calling our residence. The calls have continued. I have these calls documented as well as some of the names I have spoken with, however, I believe most of these names to be fictitious.Desired Settlement: I want the calls to cease and this company to change it's practices of harassing people. If they do not I will continue action with the California attorney general office as well as the new york state attorney generals office to get this matter rectified.

Business

Response:

Our records do not indicate that our company has ever called this individual. Regardless, we have added the number to our internal DNC list. We would advise this individual to add his number to both the Federal and State DNC Lists. Our company's outbound sales department is in complete compliance with all federal and state laws and regulations regarding telephone sales. We update and scrub our database against all state and federal DNC lists every 30 days, in accordance with state and federal regulations. All of our sales representatives use their actual first and last names, in accordance with industry standards and various state regulations.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and in response to this companies statement that they are not the ones contacting me; since they have said to have removed my number from their system the calls have stopped. I then began receiving calls on my cell phone and after again speaking with the company and that number also removed, the calls to that phone also ceased. Therefore, it IS clear that they were responsible for the calls, despite their claims to the contrary. Since the calls have ceased, I am satisfied with the outcome.

Regards,

Review: Took out extended warranty policy in April 2013, cancelled policy in October 2013 after selling the car. The company admitted receiving all the information they needed to give me my refund, but 3 months later I have not received the refund nor am able to talk with anyone in the refund department. Customer service refuses for me to speak with a supervisor and states they are separate from refund dept and can not connect me with anyone in that department. Left multiple messages with the refund department with no return calls. The refund dept. phone number is a automated message that ask you to leave your number and they will call back.Desired Settlement: I cancelled my policy and sent the paperwork they requested to the company and expect my refund of the amount I purchased the plan minus the 6 months of payments I put into the plan.

Business

Response:

We apologize for the delay in response. There were some issues receiving complaints when this one had been filed. A check in the amount of $507.17 was mailed to Ms[redacted] in December, 2013. Upon review of our records, we have confirmed that the check was never cashed and, we assume, never received by the customer. We have mailed a new check in the amount of $507.17 to Ms. [redacted]s address. We are glad to be able to finally get this matter 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,

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.

Hi [redacted]. I am informing you that the auto processing company that responded to you on March 31,2015 stating that they sent me a check for the $507 never sent me the check. I called them last week and they said they would call when they are sending it out, which contradicts what they responded to you. So this case is not solved and unfortunately needs to be reopened. Any questions, please email or phone me. Thank you, [redacted]

Regards,

Business

Response:

Since Ms. [redacted] is apparently having issues receiving the checks that we have sent, we have manually credited the funds to Ms. [redacted]'s [redacted] account. A receipt of the refund transaction in the amount of $507.17 has been provided with this response. We would like to advise Ms. [redacted] that it may take 3-5 business days for the credit to be visible on her account. If there are any questions or if any additional information is required, please don't hesitate to contact us.

Review: My warranty has been cancelled since January 2014. I was not made aware of this until I took my vehicle in for service in June 2014 and was told my warranty has since been cancelled. I called the Auto Processing Center to inquire about cause and too make a long story short, there was a case of miss communication whereby the manager [redacted] informed me he would look into issue and return my call. Needless to say I was irate and informed him as much, I NEVER received a return call. I called again several weeks later to speak to him but he was unavailable, left my information and was told he would return my call. No such luck. I waited and waited with no reply from anyone in the company. I re-read contract and saw they required a written request for cancellation which I sent in October 2014. They received my letter on 14 October 2014, I called a couple days later to inquire as to how long it would take to process my request and was told 6-8 weeks. I waited 8 weeks, which was now the holidays, so I waited until after the holidays to call and inquire about the status of my refund. I was told on two different occasions that it was being processed, and another told me my refund amount and that I should be receiving it shortly. NO REFUND. I again called on/about 6 Jan 2015 and asked about status of refund and was told my refund would be in the mail on Friday, 9 Jan. 2015. I waited a week and NO refund, so I called again on 21 Jan 2015 was told my refund was being processed. I then informed her that I was told it was already processed and was wondering why I was getting the run around? I was informed the person who informed me about my refund no longer worked in that department. She told me she did not deal with refunds and would connect me with someone who did....Mr. [redacted], who was conveniently always in a meeting and unavailable to speak to me. This situation has lasted longer than necessary and I would like to receive my refund.Desired Settlement: I would like my refund. I believe I have waited the appropriate amount of time for refund. They need to improve their customer service and ensure all their employees are on the same page when they speak to customers who are looking for answers.

Business

Response:

Upon review of our financial records it was discovered that the prorated refund check initially issued in December, 2014 was never cashed by the customer and we assume never received. We apologize for any inconvenience that a delay may have caused. In order to facilitate the refund and address this complaint as quickly as possible, we have issued a prorated refund in the amount of $1285. 47 directly to the Discover account on file. A receipt of the refund transaction has been provided with this response. We are glad to have been able to get this matter addressed. If there are any questions or if additional information is required, please contact our Customer Service Department. [redacted]Customer Service ManagerAuto Protection Alliance12661 Hoover StGarden Grove, CA 92841(800) 356-8170 Ext 301 - Phone(714) 881-4372 - Fax[redacted]@autoprotectionalliance.com

Review: Please note that this is my second email regarding the policy that I have with you company. My name is Sargent First Class (SFC) [redacted]. On October 29, 2013, I purchased an XtraSupreme auto warranty from AUTO PROCESSING CENTER. At the time when I purchased the extended warranty, I was told that I got the best courage for my 2005 E320 Mercedes Benz. I was lead to believe that this particular policy would coverage all my further extended warranty needs. One of the main reason for purchasing policies like this, is for total protection after the original warranty terminates and I wanted to ensure that my investment would stay in the same condition in which I purchased it. I am paying approximately $2,612.00 for a policy that apparently only covers four tires, because now when I need it, it's not covering any of the things it's intended to cover.I suspected a problem so I took my vehicle on April 21, 2014, to the Mercedes dealer to be inspected with confidences that I was totally covered in case of any major repairs. Much to my surprise, my XtraSupreme auto policy does not cover one of the major components (TRANSMISSION) for the reason I purchased the policy. I personally feel that this entire policy is misleading and totally disappointed that I am paying over $2,000 dollars for useless policy. I would like to resolved this problem as soon as possible.Desired Settlement: Please repair my vehicle as soon as possible.

Business

Response:

We would like to address a couple of issues with this complaint. Firstly, our company does not handle the claims. Firstly, if there is an issue with a claim that has been made against the contract, the customer needs to contact the administrator of the contract. In this instance, the administrator is:

Interstate National Dealer Services, Inc.

6120 Powers Ferry Rd NW, Suite 200

Atlanta, Georgia 30339

(678) 894-3500

(800) 526-0929

If there is an issue with the administrator paying a claim on a covered component the customer may contact the underwriter of the contract. Listed in the contract booklet will be the insurance company that underwrites the contract. The customer may contact the underwriter if they believe that a claim was unjustly denied. All internally lubricated parts of the transmission are covered. We have attached a copy of this customer's contract. The listed components should be covered under the contract. We have no details regarding the claim that the customer apparently made.

Second, the customer does not qualify for a full refund. The refund will have to be prorated and will be subject to a cancellation fee, as outlined in the contract. If there were an issue with the coverage, the customer had 30 days from the date of sale in which to cancel and receive a full refund. This did not happen. The customer made the purchase in October of 2013 and we had no contact with the customer until April 2014. By default, this would mean that the customer accepted the terms of the agreement.

Third, the customer probably qualifies for a prorated refund. Since the customer has yet to cancel, we cannot calculate the refund. Cancelling the contract before contacting the underwriter to attempt to resolve the issue with the claim will destroy any chance of getting the claim paid, but that is the customer's decision. In order to cancel the customer needs to follow the instructions in the contract booklet. Along with the contract, we have also uploaded a PDF of our cancellation procedures. This includes a form that the customer may sign and return to us, as well as instructions for qualifying for a prorated refund.

We want to apologize for any misunderstanding. Please feel free to contact our Customer Service Department with questions or if any additional information is required.

Review: On October 23, 2013, I received a call from Auto Processing Center saying that my factory warranty on my vehicle was expired, after reading off all of my car information, and using my cell phone number which I do not give out often, they pressured me into agreeing to their warranty coverage, with the sworn promise from the saleswoman that if I contacted them again in 28 days that I could get a full refund if I cancelled. I called 3 times within those 28 days, the first being on November 2nd, and the first two times I got the promise of a cancellation form, which I never received either one, and then finally was told I would not have to pay them because my card was frozen in their database, awaiting a cancellation form returned to them from me which, again, I never received. When I called them the fourth time on December 4th, the woman I spoke to was almost indescribably rude, trying once again to pressure me into stopping my resistance of their "service" as well as repeatedly lying to me about what the company's policy was according to the contract I signed, even though I was reading the contract aloud back to her as I was physically holding a copy of it and reminding her that their form of taking only written cancellations, regardless of their contract, it was in violation of the ADA and the Consumer Protection Act, but supposedly by signing the contract, I have waived my rights to National Law. At the end of it, the woman told me that I can let the policy "just cancel itself" (and ruin my credit), and when I mentioned their billing partner, [redacted], she told me that I can "call them about it if it makes you feel any better!" And refusing any further assistance aside from telling me that I signed a contract to let them take advantage of me.Desired Settlement: I would desire a refund, but I would more so desire to see legal action taken against the company for scamming other people prior to this incident, and to prevent other hard-working people from falling prey to this company as I have.

Business

Response:

We are writing in response to a complaint submitted by [redacted]. Unfortunately, Ms. [redacted] does not qualify for a refund. She chose to default on the payment plan, rather than return the contract with written notice as instructed and outlined in the contract. The contract was cancelled on December 23, 2013, for non-payment. In the instance that a contract is cancelled due to non-payment, no refund is due. Ms. [redacted]’s statements are defamatory and absolutely false. Our company is not “scamming people.” We provide Vehicle Service Contracts through several national administrators of Vehicle Service Contracts. We are in complete compliance with all state and federal regulations. At the end of each sale, our customers must go through a recorded, third-party verification process. During the verification the terms and conditions of the contract, grace period, validation period, total cost, down payment, monthly payments, method of payment, etc. are all disclosed to the customer and must be agreed upon with a verbal “yes” response. Anything other than a verbal “yes” response will not be accepted. Unless the customer states on recording that they understand and agree to all of the terms and conditions, no contract will be written. In no way are we “in violation of the ADA and the Consumer Protection Act” and we would ask that this complaint be removed in light of these defamatory statements. Section “F,” paragraph one of this contract states “You may cancel this Contract at any time by returning it to Us. A current, certified odometer reading at the time of cancellation will be required.” Ms. [redacted] could have simply returned the contract within the 30 day grace period and the contract would have been cancelled and a refund of the down payment processed. As a courtesy, our Customer Service Department mailed Ms. [redacted] a cancellation package which included a pre-written cancellation notice and an envelope with which to return the contract. This package was, in fact, mailed to Ms. [redacted] twice. Unfortunately, Ms. [redacted] refused to comply with the terms that she agreed upon and therefore no refund will be processed.

Review: On 10/21/13 I received a high-pressured phone call, on my WORK number, that today is the last day for a fantastic deal on a warranty for my car. I had them fax me the agreement so I could look it over because I wanted to think about it. They told me that I had 30 days for a FULL REFUND. Because I was busy (I am at WORK) I said okay and gave them my credit card for the $195 sign-up fee. On my lunch hour I made some phone calls and talked with a few people who said I really did not need this warranty. I found Auto Processings number and gave them a call back the next day.I got a lecture and an ear full but they finally said ok to the refund. All I need to do is fill out the forms that I would receive in a few days from them. I waited one week..no forms came. I took the information from the faxed agreement above, followed the directions for a refund and sent them back, certified mail, so that I would have proof they received the forms within the 30 day period. (It was another 8 days before I received the original contract from them at my home address). I assume they wait as long as possible hoping victims will miss the 30 day deadline. I had called my credit card company and told them the situation and to block any future deductions from Auto Processing. On Dec 5, 2013A PAYMENT of $134.94 showed up on my credit card from their billing co which was listed under Omnisure for the first installment. I immediately called my CC company and had them block all future billing from Omnisure. My CC said they could only block these two companies for 120 days. After that I could file FRAUD charges against them and the CC company would investigate to have the deductions denied. I started calling the Auto Center every day asking when will I get my refund and why is it talking so long. First they said they never received my cancellation forms. I faxed them the signature where someone signed. Then somehow the forms magically appeared on someones desk. I have keptDesired Settlement: I have kept a record of the dates, time and a short summary with whom I spoke of every conversation with Auto Processing. If I left messages, no one ever called back. It is now February 5, 2014 and my 120 days are up.I did claim FRAUD against Auto Processing and Omnisure. I will forward all my records for their investigation against Auto Processing. I am also contacting the Attorney General and the Federal Trade Commission. I hope I can stop others from dealing with situations like this. No refund should take this long if you have provided all the information requested. It only took them a few hours to deduct the $195 and after 4 months they still havent reversed the charges!! I cannot comment on their service only their slow refund service.

Business

Response:

Ms. [redacted] has already received a credit for the two charges (the down payment and one monthly payment) to her Visa account. She disputed the charges to her account and the funds were credited back to her by her credit card company. Ms. [redacted] did agree to the terms and conditions of the contract and authorized the charges made to her account, so we disagree with her use of the word "FRAUD." According to the notes in the file, there was some confusion as to when Ms. [redacted]'s cancellation notice was actually received. We apologize for any inconvenience, but we will not refund funds that have already been credited to the customer.

Review: The company Auto Processing Center called and harassed my wife about a warranty on her vehicle. After numerous times saying no they charged out credit card without out knowledge. Our credit card information was never shared with them by us and I do not know how they have that information. We have called 7 times to have the money they stole from us refunded but they continue to lie to us about refund information. The payment came out on 3/10/14 and a refund has not been made yet.Desired Settlement: This company needs to refund the $195.00 they took from our account and delete any account information that they currently have. They illegally got our credit card information from the dealership that we purchased the vehicle from.

Business

Response:

We ask that the Revdex.com remove this defamatory complaint. We take allegations of theft and unauthorized charges VERY seriously. Along with this response, we have provided the Revdex.com with a portion of the sales call to Mrs. [redacted]. The recording had to be emailed separately, as an audio file cannot be uploaded with this response. This recording is the end of the call, from the point that she provides our representative the credit card number through the recorded verification at the end of the call where she authorized the down payment and monthly installments to be charged to the credit card and she agreed to the terms and conditions. For security purposes, we have muted all but the last four digits and expiration date of the credit card number as Mrs. [redacted] reads it on the recording. Other than that edit, nothing else about the recording has been altered. We did not "illegally obtain" the credit card information, nor did we process any payments without authorization. A refund was processed on 3/28/14, upon receipt of the customer's cancellation notice; the same date the complaint was filed by Mr. [redacted]. The refund was credited to the Visa account on file. Receipt of the refund transaction has been provided with this response. We hope that this response, along with the recording and the receipt of the refund transaction, will be enough to resolve this complaint to the customer's satisfaction. If Mr. [redacted] wishes to continue to press the issue, we will have no option but to seek any and all legal remedies available for libel, due to the false, defamatory and quite serious accusations made on this public forum.

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,