Auto Processing Center

Review: My mother, who has dementia, was contacted over the phone by Auto Protection Alliance (APA) in January. She apparently agreed to purchase their premier coverage for a car she barely drives. In fact, she is now no longer driving. APA used an echeck to pay for the policy and never sent a policy to her because they did not have her correct mailing address. Very shady. I discovered the echeck in February and immediately contacted APA. I finally got the policy cancelled on March 25 after many phone calls. It is July 1 and, once again after several phone calls, I am still waiting for the refund check which should total ~$3000 or more. This is not a trivial amount. I feel that from the very beginning APA has dealt with my mother in a very questionable manner.Desired Settlement: At this point I feel we should receive a full refund ($4227) from Auto Protection Alliance.

Business

Response:

Firstly, we want to apologize for the late response. There are a couple of issues with this complaint. Firstly, the complainant is NOT the customer. He is apparently the customer's son. He does not provide his mother's (our customer's) name, and we do not have any customers with the last name of "[redacted]." The second issue is the fact that we have no ability to determine whether a customer "has dementia" or not. We do not ask our customer's age or whether they have the mental capacity to make a sound decision. To ask a customer what his or her age or mental capacity is, would be discrimination. It would be equivalent to asking a customer what their race or sexual orientation is and refusing to do business with them based on their answer. If. Mr. [redacted]'s mother "has dementia" and cannot make sound decisions for herself, we would hope that Mr. [redacted] would take appropriate action (I.E. assume Power of Attorney over his mother's finances, etc.). We do everything in our power to ensure that our customers are capable of making sound decisions. Each customer has to go through a recorded authorization at the beginning of the sale to ensure that the vehicle is eligible and a recorded verification at the end of each sale in order to disclose the terms and conditions, the price and to get the customer's verbal agreement that they do understand and agree to the contract and sale. If a customer can make it through the whole sales process, and the customer has a valid form of payment, we have to assume that the customer has the ability to make the decision for him or her self. To even ask a customer if they are of sound mind to make a decision would not only be offensive, but discriminatory. We do want to apologize for any inconvenience or misunderstanding. In order to cancel the contract and receive a refund, we would simply need written notice from the customer. This complaint would qualify as "written notice" if we had information by which we could identify the customer (name, contract number, address, home telephone number, etc.). Please contact our Customer Service Department to get this issue resolved. Thank you.

Consumer

Response:

I received your message but am unable to login to your system.

I did receive a call from APA stating that they were mailing a refund check on 7/22. I have yet to receive the check. I plan on contacting you when I receive the check.

Thank you.

Consumer

Response:

I was finally able to open the 7/30 link that you sent me and was able to read the response from APA. I do have Power of Attorney over my mother's finances. I did send written notice to APA and they cancelled my mother's policy on 3/25. We received a phone message stating that a refund was forthcoming on approximately 7/22 (after the complaint was filed). That refund has not yet arrived.

The information that APA has requested is as follows:

Name: [redacted]

Contract #: unknown (she never received a contract because it was mailed to her physical address)

Address: [redacted] (physical)

[redacted] (mailing)

Home phone #: ###-###-####

I hope this helps.

Thank you,

Consumer

Response:

The long saga has ended! We received our refund check from Auto Protection Agency last week and the check cashed successfully. Apparently, they sent a check about a month ago but it was sent to the wrong address. All's well that ends well, I guess.

Thanks for your help.

Review: I purchased a policy in August 2013. A few days later, I cancelled the policy according to the company's return policy. After numerous phone calls trying to resolve the issue, I get the same response, it's in processing. I just want my refund of $195.00.Desired Settlement: I just want my refund of $195.00 as promised in the contract.

Business

Response:

Upon review of our records it has been discovered that the credit to Mr. [redacted]s Visa account in the amount came back as a failed transaction. We have therefore issued a check in the amount of $195 and mailed it to Mr. [redacted]’s home address of [redacted] (check No. ). We apologize for the inconvenience and the delay. If any additional information is required, please contact our Customer Service Department.

Review: Upon cancellation of my extended auto warranty per letter of 1/24/14, a refund in the amount of $516 was due to me, in addition to the deposit of $295. Deposit was received, but nothing more has come to me. Their cancellation policy states that a refund will be made, and they have calculated the amount of $516.Numerous telephone calls to this business over nearly 3 months has resulted in NOT ONE RETURN CALL NOR THE CHECK that they claim will be sent.Desired Settlement: A check in the amount of $516 is to be sent to me.

Business

Response:

A refund check in the amount of $516.96 was mailed to Mr. [redacted] in February. Our accounting department has confirmed that the check has not been cashed. Accordingly, we have stopped payment on the check sent to Mr. [redacted] in February and have issued a new check. This is being sent to Mr. [redacted] via FedEx overnight delivery. He can expect the check to arrive at his home address on the 23rd or 24th of April. We have included a copy of the check with this response. We ask that, for the protection of both the consumer and our company, the Revdex.com does not make the attached copy of the check available to the public.

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.

The check for the total amount due has been received. Thank you for resolving this issue.

Regards,

Review: Auto alliance contacted me in November and stated that they could get me an extended warranty for my vehicle for less money than where I purchased my vehicle. I went ahead with it and I had to give them my checking account number so they could just withdraw from it. I called them the next day and told them that I wanted to cancel the policy and get my money back. They told me that I had to wait until I got my policy. So I waited until I got my policy and then put my request in writing to them and asked them to refund me my money. I have been in contact with them since December and they do not return my phone calls or someone answers and then puts me on hold only to get disconnected. I have been doing this for 5 months now and it is getting oldDesired Settlement: Refund all the money they withdrew from my account.

Business

Response:

We apologize for any delay in getting the refund to [redacted]. We are cutting a check in the amount of $1875.00. We will FedEx the check to [redacted], to ensue delivery. Our records indicate that the original refund check was sent to [redacted]'s home address in late December. Our Accounting Department has confirmed that this check was never cashed; so we assume that it never made it to [redacted]. [redacted] should expect the check to arrive some time between Wednesday, May 21st and Friday, May 23rd. If the check is not received by this time 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. I want to thank you for your help and I received the check on 5/22/14.

Regards,

Review: paid for service on May 30 2013 and was promised that if I did not like it within 30 days they would refund the payment of $195.00 I canceled it June 25 2013. I have been promised a manager would call within 1 day every time I called they never returned my calls now they are getting mean on the phone and say they returned the money and we should stop callingDesired Settlement: a full refund

Business

Response:

We are writing in response to a complaint submitted to your office by Ms. [redacted]. Ms. [redacted] has been refunded in full in the amount of $195.00. A check was mailed to Ms. [redacted]' home address on 11/20/2013. We apologize for any delay in getting this refund processed. This is the second refund check that we have issued for Ms. [redacted]. The first check was mailed to the same address in July, after we had received Ms. [redacted]' cancellation request. We can confirm that this check was never cashed; so it was likely lost in the mail. We apologize for any inconvenience and we are glad to be able to get this situation resolved. If there are any questions or if any additional information is required, please contact me at ###-###-#### or via email.

Customer Service Manager

Review: I was called by this company on my land line (which I never use and never give out so they got it from somewhere or some other advertising place I guess). Anyway they were trying to sell me warranty coverage on my vehicle whose factory warranty has expired. I listened to 3 different people about the whole ordeal and at the end of a 12 minute call I told the representative I was not interested in purchasing coverage from her company. Her exact reply was "Well you have been on the phone with me for 10 minutes so obviously you were interested in something" (this was in a "matter-of-fact" kind of tone) then continued to ask me if it was the payment/down payment that was keeping me from moving forward. I told her I was simply just not interested.Then she hung up the phone in my face. She did not say anything else to me after I told her I wasn't interested. She just hung up. I called the number back, which was an Oklahoma number, NOT a California number even though the California address is the address they gave me. (which is very skeptical anyway, they made me believe they were calling from California but were calling from Grove, Oklahoma). Which in fact, one of the ladies I was talked to was unable to give me an address, so she had to put me on hold to get it from someone else!!! I do not even know if they are running a legit business or if they are trying to rip people off. Either way, it was very uncomfortable and very unprofessional. I felt like I could not trust them, THEN she hangs up in my face. Horrible.Desired Settlement: Someone needs to investigate if this is a legit business or not. Anyone can make a website and accept payments.

Business

Response:

So, this individual answered several questions in order to be qualified for the coverage, allowed herself to be transferred to a Sales Representative, was transferred to a third party Authorization Representative to answer some questions about the vehicle in order to authorize the Sales Rep to write coverage for the vehicle, was asked to either accept or decline the offer at the end of the presentation, sat through a 12 minute sales presentation and then when she stated that she was not interested and was going to decline the offer, the Sales Representative ended the call. We are not sure why this individual made a complaint and would ask that this complaint be removed for the lack of any sort of problem or any substance that would constitute an actual complaint.

Review: I bought into their extended warranty program with a down payment of $195.00. I then cancelled within the 30 day period and expected a full refund which I never received. That was about 4 or 5 months ago. I called them and they told me it was in process, but it has since been about 2 months and I have yet to see the money returned.Desired Settlement: I would like to be refunded the $195.00 that I gave them as a down payment.

Business

Response:

Mr. [redacted]'s cancellation occurred outside of the 30 day grace period. Any refund would be prorated and subject to a cancellation fee of $150, as outlined in the contract. After calculating the prorate, no refund is due this customer. The prorated refund amount comes to -$10.69 (negative ten dollars, sixty nine cents). We ask that the Revdex.com 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 talked to a representative the day I sent my cancellation notice out, which was before the grace period ended and she told me if I sent the letter out before the end date of my grace period that I would receive a refund. To reiterate: I was told by the company that if I sent out my letter that day, I would receive a refund. The representative knew how far along I was in the grace period, and where I was sending the letter from. My feelings on the matter are that unless I receive a refund, the company lied to me, regardless of whether or not they received the letter within the grace period.

Review: I cancelled my contract within the 30 days time of refund, by mailing everything that was needed to cancel the contract. I called the company's refund department, always goes straight to voicemail stating "they will call you within one business day" which never happened. I called and had to press 2 for changing contract information to get any person on the line. The representative then rudely told me the contract had been cancelled, but that it may take up to four weeks to get the refund because it has to go to the financial department to get the money back. Though they took my money and had everything processed in less than a day, refunding takes four weeks. It has been four weeks, I haven't received my full refund and I've been calling for the past four business days, without anyone calling me back.Desired Settlement: Refund for exact amount of money paid 195.00 for contract as soon as possible.

Business

Response:

Ms. [redacted] has been refunded in full in the amount of $195. The refund was credited to the Visa account on file. Receipt of the refund transaction has been provided with this response. We apologize for the delay. The date of the sales call was in December, 2013. The cancellation notice was received January 31, 2014; more than 30 days from the initial phone call. It was just brought to our attention that Ms. [redacted] set up the down payment to run on January 6, 2014. This puts her well within the 30 day grace period and would qualify her for a full refund. We deal with thousands of customers each month and occasionally things get overlooked. We are glad to be able to get this resolved. If any additional information is required, please contact our Customer Service Manager at [redacted]

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 was called by Mr. [redacted] on November 6, 2013 concerning a extended warranty on my 2007 Mercedes E 350 4-Matic. I enter into the extended warranty on the 6 November 2013. The cost for the extended warranty was $3487.00, this was paid by credit card issued by USAA. The contract was to go into effect December 6, 2013. I decided to cancel the contract, because of personal reasons. I completed a Letter of Cancellation and a affidavit on the 21 November 2013 and mailed the Contract and Letter of Cancellation and Affidavit the same day. The Cancellation must be made no later than forty-five (45) days of the date that the cancellation is to become effective. I have made several called to 1-800-824-8141 (Auto Processing Center) my Agreement # [redacted]. I received the E-Mail from Mr. [redacted], ([email protected] and phone # 1-800356-8170, the same number as Auto Processing Center. I was told that everything was being process in accounting. Someone would be called to let me know my credit card have been credited back the $3487.00. I am still waiting for the call.Desired Settlement: Apply the refund of $3487.00 back to my credit card.

Business

Response:

According to our records, Mr. [redacted] had disputed the charge to his credit card and has been issued credit by his credit card company. If the situation changes, and the funds do get credited back to us at some point, we will then be able to process a refund. At this point in time, Mr. [redacted] has received a credit for the full amount of $3487. If 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My credit card Company haven't been credited with the disputed amount of $3487.00 as of March 7, 2014. I talk with them on the 07/07/2014. Additional information need's to be furnish by the Auto Processing Center.

Regards,

[redacted] Sr

Business

Response:

We have researched the file and the fact remains that Mr. [redacted] disputed the charge. The funds were then taken from us and temporarily credited to the customer by the merchant processing company. We did not respond to the dispute. The temporary credit became a permanent credit to the customer. The customer has received credit for the funds. At the request of the Revdex.com, we can provide documentation to back this up. We would advise Mr. [redacted] to contact his credit card issuer regarding this matter. This funds have been credit back to the customer in this case and we ask that the Revdex.com close this complaint accordingly.

Review: Company failed to refund down payment within 30 day policy.Desired Settlement: As per company policy I should receive a refund of $295.00.

Business

Response:

Mr. [redacted] has been refunded in full in the amount of $295. Please see the attached receipt.

Review: I was contacted in Aug. about purchasing an extended warranty on my 2011 Dodge charger. I agreed to buy one with a 30 day cancellation policy with a full refund. I had $195.00 electronically withdrawn from my checking account.After a few days and talking with friends, I decided it wasn't worth the amount of money I would be paying and I called and cancelled the policy. I mailed it back to them per their instructions. I've talked to several different people at APC and all of them assured me my refund was on the way. Now when I call, all I get is someone who takes my name and number and says I will be receiving a phone call regarding my refund. Before I agreed to purchase this policy, I check APC out on the internet, they advertise they are Revdex.com credited,but now I see they are not. I would like my money back. Can this business be shut down?Desired Settlement: I would like my refund of $195.00 and I would like this company closed down so they can't rip off anyone else.

Business

Response:

Ms. [redacted] did not cancel within the 30 day grace period. Ms. [redacted] purchased the contract on August 22nd, 2013. She contacted our Customer Service Department on September 3rd, 2013 to say that she wanted to cancel because she could not afford the monthly payments. The representative who took the call was able to reduce the overall cost and the monthly payments to fit within her budget. Ms. [redacted] then stated that she would keep the contract. Ms. [redacted] did not contact our company again until September 27th, 2013. She stated that she had changed her mind again and once more wished to cancel. This occurred outside of the 30 day grace period in which she was entitled to receive a full refund. We explained to Ms. [redacted] what she needed to do to cancel and qualify for a prorated refund. Ms. [redacted] sent written notice of cancellation which was received by our company on September 30th, 2013. She did not include an ending odometer reading, therefore a prorated refund could not be calculated. We will gladly issue any refund that may be due if Ms. [redacted] provides us with a certified odometer reading from the date of cancellation.

Review: I bought an extended warranty on my used car back in October of 2013. Since I sold the car and according to the underwriting I am able to get a refund for the remaining pro-rated ablance after a $150 cancellation fee. I submitted a letter of instruction on 3/24/24 requestion the cancellation of the policy along with a refund of the prorated amount due to the sale of the vechile. I called APC on 4/17/2014 and spoke with "[redacted] at extension [redacted]" and she said she could see the request, the policy has been cancelled and the refund was in process. I the asked how long the process would take and she stated that she did not know.I asked if there was someone I could talk to that would know and she said she did not but would notify her manager [redacted] call me with an update.No call from [redacted] so I called on 3/21/2014 and spoke with [redacted] at extension [redacted] and received the exact same wording that [redacted] outlined days earlier. I asked if I could be placed on hold to wait for [redacted] and she did that only to get cut off several minuites later. I then called right back and spoke to [redacted], to which he had no extention, and the same thing happened as I was cut off after being on hold to speak with [redacted].Desired Settlement: I am requesting a refund from APC in the prorated amount minus a $150 processing fee. I estimate the refund to be in the amount of $1250. I simply do not have the details on how to calculate the prorated amount as it is not within the policy obtained with the contract. After paying $2150 last October, I believe the amount of $1,250 is a conservative figure.

Business

Response:

Mr. [redacted]'s credit card was credited in the amount of $1843.70 on 4/22/2014. We apologize for any inconvenience, but we would like to note that Mr. [redacted] was credited a prorated amount. Prorated refunds take longer to process than a flat cancel refund (cancellation within the first 30 days), typically anywhere from 4-8 weeks, rather than 5-7 business days, as is the case with full refunds for cancellations within the first 30 days. We are glad to have been able to get this resolved. 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.

I checked with the card company today and no credit to my account was issued. I would like AP to show us some kind of credit receipt to help us determine if the credit was actually issued.

Review: I bought an extended warranty in February of 2013 with the understanding that I could cancel and get my money back within 30 days. When I received the contract in the mail, I decided to cancel and sent a certified letter to them, which they have received. I have been trying to get my $495.00 back since then, and have been yelled at, told that the money should be ready in two day, told I can't speak to a supervisor. I have called at least ten times, but sti** don't have my money. Isn't this illegal? Why are these people still in business?Desired Settlement: I would like to have the 495 dollars credited to my [redacted] Visa

Business

Response:

We want to apologize for the inconvenience that this delay may have caused. We have credited a full refund in the amount of $495 to the Visa account on file, per Ms. [redacted] request. A receipt of the refund transaction has been provided with this response. We are a growing company and we process thousands of transactions each month. Occasionally things do get overlooked. Unfortunately, our Customer Service Representatives do not handle refunds themselves. Refunds are handled by a separate department. It appears that a lack of communication between departments paired with the clerical oversight is the cause of the long delay. Now that this issue has been brought to our attention, we are glad to be able to get it resolved. If any additional information is required, please contact our Customer Service Department.

Review: this company seems to operate under several names I purchased an extended warranty for my auto after being contacted by this company. the name of the company that I was given was auto protection alliance., or auto processing center, phone number 800 356 8170 I made all payments timely and honored all contract obligations, nevertheless, I received a notice 7/29/2013 that my account had been cancelled on 7/19/13. the letter was from omnisure group llc,, 440 n wells st suite 410,chicago il. phonr# ###-###-####. apparently,they are auto alliances billing company. I contacted omnisure and they referred me to auto protection alliance. after numerous phone calls, I was connected with a mr [redacted] who researched the problem for several weeks and agreed that I was cancelled for no reason. I was assured I would receive a full refund. that was almost 1 year ago. I have contacted the business numerous times. they are always polite but ,obviously, do not intend to refund my timely payments as promised. I have been given, I believe,false names of the individuals to whom I have spoken (tom sam,as an example). the amount to be refunded is not inconsequential. over $1000. this is quite a bit of money for a retired person on a limited income, age 63. I was told by tom sam that I had plenty of money and lived near the water. I do not have money and live a couple of blocks from a lake in a very modest home. more importantly, what does this have to do with the company not honoring their contractural agreement and their word. I live in WEST palm beach-not palm beach. big difference. company is disrespectful, does not return phone calls as promised. I have waited long enough for the promised full refund. practically a year. am I entitled to interest on the money they have held for a year?

I believe I have been extremely patient. I advise customers to be wary of this company.Desired Settlement: full refund as promised by the company and to which I am entitled.

Business

Response:

Ms. [redacted] did not cancel within the 30 day grace period in which she would be entitled to a full refund. According to our records, Ms. [redacted] contract was cancelled by the payment plan provider for non-payment. Regardless of the circumstances of cancellation, it occurred well outside of the 30 day grace period. We would be willing to calculate a prorated refund if Ms. [redacted] provides us with written notice and with an ending odometer reading from around the time of cancellation. If she could provide us with two consecutive service records, one prior to cancellation and one after, we can calculate the ending mileage and calculate a prorated refund. Or, if Ms. [redacted] can provide us with a notarized affidavit of the mileage on the vehicle as of the cancellation date, we can calculate a prorated refund. We have a cancellation date on file of September 10, 2013. No refund can be calculated or issued until Ms. [redacted] provides us with this information.

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,

Business

Response:

We have calculated a prorated refund based solely off the cancellation date. Ms. [redacted] is not entitled to a full refund. We have refunded a prorated refund in the amount of $843.00. A receipt of the refund transaction has been provided with this response. Please close this complaint accordingly. No additional refund will be processed. The consumer does bear some responsibility to live up to to the terms of the agreed upon contract.

Review: In 10/14, APC made an unsolicited call to [redacted], who was jointly listed on a vehicle title. A sales rep. indicated that the purchase of an Auto Warranty through APC could be cancelled through a verbal request within 30 days. [redacted] purchased the warranty in full, & within the 30 day window, called & requested cancellation of the contract.

Months later, in 11/14, after a review of credit card statements it came to the customer's attention that APC had never refunded the account--a fact that was not immediately clear due to the company's 4-8+ week window for refunds. After this discovery, the customer again called the company & was told that the warranty was not cancelled because the customer had not relinquished their copy of the contract--a document that was never received, acknowledged or signed. In fact, outside of the initial phone call, no contact with the customer ever verified receipt or acceptance of any contract or other agreement with the company.

An APC rep. then provided online account information (which was also never before offered or received) & information on the process for cancelling the warranty, explaining that the best the company could provide was a prorated refund for the remaining duration of the warranty period--after their own failure to honor the customer’s prior verbal request for cancellation. With this information, the customer immediately completed all requested cancellation documents which were notarized & sent via certified mail #[redacted]0 & was marked delivered on 12/15/14.

After more than a dozen calls and over 2 months no refund has been issued--prorated or otherwise. Multiple requests to speak to a manager have been directed to a voicemail box for "[redacted]" who has never answered or returned a call. During the most recent call on 2/18/15 the APC rep. stated that the cancellation request had "slipped through the cracks" & would be sent to a manager. No new information or update has been provided.Desired Settlement: At the very least this company owes [redacted] a prorated refund in an expedient manner. Legally they should be bound to accept the verbal request for cancellation made within the 30 day period that the contract was purchased, as a verbal cancellation was stated as an acceptable policy by a representative of the company during the time of initial sale, and refund the entirety of the warranty contract, which was never utilized. APC has clearly implemented deceptive sales practices in authorizing sales representatives to advertise an option to cancel a purchase verbally within 30 days and failing to honor the ensuing verbal cancellation requests, forcing any subsequent requests to fall outside of the cancellation window through a lack of communication and non-response, as well as an unnecessarily long window for refund turnaround.

Business

Response:

A prorated refund has been manually credited to the MasterCard account on file in the amount of $1587.08. This is based off the information that [redacted] provided us at the time of cancellation. Receipt of the refund transaction has been provided with this response. [redacted] did not call within the 30 day grace period. This first time that we heard from [redacted] was 31 days after the date of sale. The refund owed under the terms and conditions of the contract has been processed. 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.

[The company did NOT issue a credit on my credit card]

Regards,

Business

Response:

Please see the attached refund receipt. We hope it clarifies things for [redacted]. The refund was

processed on our end and it may take SEVERAL days for it to show on his account, depending

on the speed at which the issuing bank processes the transaction. The

transaction receipt shows that the transaction was "settled," which

means that the refund has been submitted successfully and that the funds have

been released from our account. We don't know what additional evidence we can

supply in order to prove that the credit was made to the customer's credit card. We ask

that the Revdex.com close this complaint accordingly.

Review: I cancelled my policy within the time frame to receive a refund. However, when I call to check on the status of my refund, I keep getting a in process response with customer service. It has been 3 months of being in process.Desired Settlement: I would like for the Auto processing center to honor the stipulations of the contract with their customers.

Review: One afternoon in early Nov-2013, I received a call from a Auto Processing Center and they convinced me to buy their auto policy for my 2012 Nissan Rogue with a down payment of $295.I was told that I could do my research later and there is a 30 day money back guarantee.After I did my research I decided to cancel my policy as I felt I did not need it and sent in the paper work to cancel my policy. This was on Dec-8 2013. It has been more than 3 months now and I have NOT received my refund.I tried calling customer service atleast 4 times during this duration and all they tell me as that the policy is cancelled and refund would be processed soon and that finance has been looking into my files.Does it really take this long to process a refund.Desired Settlement: Please refund my $295 as soon as possible.

Business

Response:

Our records indicate that we received the cancellation on December 10, 2013. This is outside of the 30 day window in which the customer would qualify for a full refund. In the interest of customer service, we have processed a full refund of $295, rather than a prorated refund. The credit has been issued to the customer's Discover account on file. Receipt of the refund transaction has been provided with this response. We apologize for any inconvenience, but our records do not indicate that we received an ending certified odometer reading, and were therefore unable to calculate a prorated refund. We have waived the prorate and cancellation fee and have refunded this customer in full. Please close the complaint accordingly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and appreciate getting a full refund.

I however would like to mention that I would have appreciated more if the refund issue could have been resolved without me having to call you 4 times and then write to Revdex.com.

I will consider this complaint resolved.

Regards,

Review: On July 24, 2013, $195.00 was charged to our VISA account for an extended warranty on our Mitsubishi. The next day my wife and I decided we could not afford this monthly amount so we sent a certified letter to please cancel this warranty. We had been told we had 30 days in which to cancel it. It has been over 6 months and we have made numerous phone calls trying to get our deposit back. Each time we were either directed to a answering machine or whenever we finally got someone, it was a different person each time. Each person would say give us a few days and we will take care of it. However, we are still waiting on our refund (credit to our VISA). We would appreciate your help in trying to resolve this issue. We just want our money back! Thank you.Desired Settlement: A credit to our VISA account for $195.00 or a check in that amount.

Business

Response:

Mr. [redacted] has been refunded in full in the amount of $195. We apologize for Mr. [redacted]'s negative experience. Our Customer Service representatives do not handle the refunds themselves. We process many thousands of transactions each month and occasionally things do fall through the cracks. Now that we have been made aware of the issue, we are glad to be able to get this resolved. Receipt of the refund transaction has been provided with this response. The credit should be available on Mr. [redacted]'s Visa account within the next 3-5 business days. If any other information is required, please contact our Customer Service Manager via email.

Review: Auto Processing Center contacted me on 11/7/13 regarding extended warranty protection for my Nissan Sentra. I purchased a warranty and paid a $295 deposit. When I purchased the warranty I was told that I could call and cancel at any point over the next 30 days to receive a full refund. On 11/26/13 I called customer service to cancel my contract. I was told that they could not finalize the cancellation over the phone but cancellation papers would be sent to my residence. They did not send the cancellation paperwork in the mail. On 12/11/13 I followed up and spoke to the same representative as on 11/26/13. She indicated that she would send out new papers but I could fill out a cancellation form within the contract book. She did not indicate this was an option during our first call. I expressed my concerns about the 30 day cancellation period but she reassured me this was not an issue since I contacted them on 11/26/13 to exercise my ability to cancel. My cancellation form was received and processed on 12/20/2013. On 1/7/14 I contacted customer service regarding my refund and was told that my account was being processed but I would receive a refund in full. I contacted customer service again on 1/29/14, 2/3/14, and on 2/4/14 with no one returning my voicemails. Since no one from cancellations/refunds would take my calls I contacted account services. I was notified that I will only receive a prorated refund with cancellation fees since my cancellation was not processed until 12/20/13 and is still being processed. I asked to speak to a manager and was hung up on. I called back and was told that my account would be looked into and was hung up on again.I am filing this complaint because the company intentionally misled me in order avoid paying a refund. It is impossible for me to verify the contract terms as I had to return it as part of the cancellation. I also did not receive these terms until 11/18/13, preventing me from cancelling in the first 11 days of the 30 day period.Desired Settlement: I would like Auto Processing Center to promptly issue a full refund in the amount of $295.

Business

Response:

Ms. [redacted] purchased the contract on November 7, 2013 and her notice of cancellation was received on December 19, 2013, well outside the 30 day grace period in which she would qualify for a full refund. Ms. [redacted] has already been informed that she did not provide us a certified odometer reading, and that is what has caused the delay. We need the ending odometer statement in order to calculate a prorated refund. In the interest of customer service, we have waived the requirement for an odometer reading and have calculated a prorated refund based solely off of the remaining term. The only money Ms. [redacted] paid into the contract was the down payment of $295.00. After the cancellation fee and prorate are factored in, Ms. [redacted]'s refund comes to $155.70. We have credited this amount directly to the Visa account that we have on file for Ms. [redacted]. Receipt of the refund transaction has been provided with this response. 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My intent to cancel was made on 11/26/13. As

my initial complaint documents, the customer service department

of Auto Processing Center intentionally misled me on 11/26/13 and 12/11/13 in

order to avoid paying a full refund for an unwanted policy. I appreciate that my prorated refund was

FINALLY provided to me. However, after several

months of battling unreturned voicemails, dropped calls, conflicting

information from different representatives at the customer service department regarding

the status of my prorated refund, and no WRITTEN communication received from

the Auto Processing Center regarding my canceled policy and the outstanding

items needed to issue a prorated refund, I am extremely dissatisfied with how

the Auto Processing Center has handled my complaint. Due to the horrendous customer service I

received from Auto Processing Center I believe that the cancellation fee should

be waved and that I am entitled to a full refund. I am therefore requesting

that the Auto Processing Center refund me the remaining balance of $139.30 from

my down payment.

Regards,

Business

Response:

Unfortunately, this customer is not entitled to a full refund. Instructions for cancellation are very clearly outlined in the contract booklet that was provided to the customer. It is our opinion that 30 days from the date of sale is more than enough time to review the contract and to send written notice to cancel the contract, if that is what a customer chooses to do. The administrative cancellation fee and prorate are charged to our company by the administrator of the contract and simply passed on to the customer. The customer went through a recorded verification during which he agreed to the terms and conditions of the contract. If need be, we can provide the Revdex.com a copy the recorded verification. We have refunded what was due the customer according to the terms of the contract. No further refunds will be processed. We do understand and accept the fact that we, was a company, cannot satisfy every customer. It is simply a fact of doing business. We have attempted to resolve this complaint in good faith and would ask that the Revdex.com close the complaint accordingly. Thank you.

Review: I was issued a policy for an extended warranty and was told I could cancel within 30 days. Not only did I call to cancel but I sent required information registered receipt requested on Nov. 30th in the allotted time frame with all information required. I keep calling and am being told that my policy was cancelled. However it is over 30 days and I still have not been reimbursed for $295 and was told that I would be responsible for any interest accrued. I have kept my part of the contract and wish to be reimbursed immediately.Desired Settlement: I want my money reimbursed immediately and if there are any interest charges on my credit card those also.

Business

Response:

We are writing in response to a complaint submitted to your office by [redacted]. Ms. [redacted] cancelled just outside of the 30 day grace period in which she would qualify for a full refund. In addition to this, Ms. [redacted] did not provide the required certified odometer reading that we need in order to calculate a prorated refund. In the interest of Customer Service, we did make an exception and issued a full refund to Ms. [redacted] on January 13, 2014. Please see the transaction receipt below. If there is any additional information required, please contact our Customer Service Manager at ###-###-####