Auto Processing Center

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: 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: 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: 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: 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 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: 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 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 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: 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 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: 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: 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: 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: 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: 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: Auto Processing Center, via OmniSure LLC, has made 17 total charges of $174.88 (Aug 2014 to Dec 2015) to my two separate credit cards without providing me with a service contract.Desired Settlement: a full refund of all charges to a total of $2972.96.

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: I have verbally and in written form given a notice of cancellation of my policy with this company. However, each month they continue to take money out of my account. Representatives have called me and I have told them to cancel the policy. They reply "ok" and hang up the phone. This happens every time. I have an email confirming no more payments would be taken out of my account and yet am still being charged and told that they cannot cancel my policy because they don't have my policy through their company. I was then told that once a payment is taken out, they cannot reverse or refund my money to me because it just is not possible. My card is being charged even after I have cancelled my authorization for them to do so. The company is claiming to have not spoken to me at all since the sale date. Which is not correct. They are lying and wrongfully taking my money.

Business

Response:

[redacted] purchased a contract from us on February 7th, 2014. She never can cancelled the contract, verbally on in writing. [redacted] called us on December 8th, 2014, the same day that she filed this complaint. She spoke with a rep here who offered to discount the overall cost of her contract, lowering her monthly payments substantially. [redacted] accepted this discount and informed our rep that she would keep the contract. [redacted] was cancelled by the payment plan provider for non-payment on February 6th, 2015. No refund is due in an event of default. 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.

The Company contacted ME, I did not call them. They called me and I verbally told them that I would like to cancel. The response was ok, and they hung up. No further discussion. Up until I started RECEIVING calls daily about my mileage. Finally I called them in Dec. and inquired as to why the cancellation had NOT been done. I had said I wanted to cancel EACH and EVERY time that they called me. The person who offered to lower my monthly payments said she would do this because it was NOT POSSIBLE for her to cancel. So I said fine lower them UNTIL I can figure out why you can't cancel my policy. I then decided to email the company. On 12/8/2014 I sent an email begging for the company to finally issue the cancellation. I received a response from [redacted] who gave me a cancellation form and stated "No more payments will be debited until you

notify us otherwise.". I then promptly filled out and returned the cancellation form with the message "Attached is the form that you sent, it is filled

out and legally signed. Forward it to where it needs to go immediately". My account was then charged another payment. When I contacted him again as to why my account was charged after he stated it would not be he stated "I'm sorry, but it will not be possible to

reverse the monthly charge. Upon receipt of the completed cancellation

paperwork, we can calculate and issue a prorated refund. Thank you.". I of course was not happy with this seeing as I had already attempted to cancel prior to this date. Shaffer then continued on to be rude, and state "I have no idea what you mean when you state that

you "have been trying to cancel this for two months.". What I meant was exactly what I said, I had been trying to cancel for two months. EVERY time that his people called me about mileage on my car I told them I would like to cancel. The response was "ok" and a hang up. This happened for two months, October and November of 2014. I am not sure how much clearer I can make the phrase "two months". He then explained that the charge to my account came out prior to him putting a hold on my account. Fine. However to say that THEY cancelled my policy due to non-payment in February, when the cancellation forms were received IN DECEMBER, is absolutely ludicrous! I cancelled December 8th 2014, I have attached the document here as well as the email transcripts. The email correspondence BEGINS with my expression to CANCEL the policy. Why they refused to do so is beyond me.

Regards,

Business

Response:

We would simply refer [redacted] to the cancellation form that she so "legally and dutifully signed." Please refer to the second page of the form that [redacted] legally signed and agreed to, the last part of the second paragraph reads as follows:

Review: I verbally canceled the contract within the 30 days risk free trial and was told as long as the packet and my cancellation letter was postmarked back to them by the 30th day I would be fine to receive a full refund. After being put off several times for 8-12 weeks at a timeI still haven't received a full refund. The card I used was canceled and they promised they could force it back on and that they didn't do check refunds. My thoughts are that they don't do refunds at all! And the only risk free trial is they get your money. They even told me because I (allegedly) canceled after the 30 days they had to prorate it and they would force that unknown amount back on the card. I have left messages been transferred here and there from cubicle to cubicle with no answers and an empty wallet. I expect all of my money to be returned. Any less is theft!Desired Settlement: I would like a full refund of $295 in a certified check. At this point I do not even need an explanation. The refund ($295.00) I was promised when I talked to "[redacted]" on October 3, 2013 would be great.

Business

Response:

[redacted] Cancellation did not occur until October 8th, 2013. This was outside of the 30 day grace period. [redacted] did not include a certified odometer reading or notarized affidavit of mileage, therefore no refund could be calculated. By the time she sent one in (May of 2014), no refund was due based on the mileage received. In the interest of customer service, we have used the date of cancellation, rather than the mileage to calculate the prorated refund. A refund in the amount of $145.02 has been credited to the [redacted] account on file, ending in [redacted]. We ask that the Revdex.com close this complaint accordingly. We are glad to have been able to get this matter resolved.

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 have attached the written communication I have had with the company above. When I canceled my policy I was told that if It was postmarked within the 30 days, I would be fine to get a refund. (What would be the use in a 30 day risk free trial if you really only have a few days to try it and the rest is spent hurriedly getting the package mailed back to them by the 30 day mark?) There was no mention at that time of the mileage statement. Later I called to verify that they had received the packet. After several minutes, I was relieved to find that they had. It was mailed to them on Oct 4th, 2013. They needed more time to process it, and they said they would call when the refund was ready to be put back on the (canceled) card. I was nervous about their ability to refund to a canceled card, but I was trying not to upset anyone to point I would not get it at all. I called a while later because I had not heard anything from them or my bank account. I was told I needed to send in my mileage to them. No one told me this was because the cancellation was late, and it was to prorate the refund amount. I sent the mileage to them February 10, 2014 without notarizing it since no one told me it had to be notarized to be valid-just that it had to be in writing. Several more weeks went by and I called again. This time I was told that they received it. Even with my pleads for communication in writing from the company, no one called to tell me it wasn't valid. This time I was told there would not be a full refund because I canceled too late and that is why they needed my mileage to prorate the refund. At this point I knew I would be lucky to get anything because of the many times I had to reached out to them and the customer service I had already received was less than gracious. I sent the notarized copy of my mileage on May 8, 2014 after having time off from work with access to a notary. Because I called with my intention to cancel on October 3, 2013 and had the package postmarked to them within the "risk-free" 30 days and all of the time I have spent being lead around about where and how to get my refund, I believe I should get the full amount. I have greatly condensed my experience with this company in the complaint and this response. I have also recorded many of the conversations I have had with this company in case they lost their recordings that they use for quality assurance and training, but the files are too large to attach here. I will gladly provide them if necessary. I would prefer a check as the debit card used has been canceled and I do not wish to give my new card number to them for the transaction.]

Regards,

Business

Response:

We are sorry that [redacted] is not satisfied with the outcome, but according to the terms of her contract and the information that she provided us, there was no refund due. As a courtesy, we disregarded the ending odometer reading that was provided and calculated a refund based on the cancellation date. The fact of the matter is, [redacted] did agree to the terms and conditions of the coverage at the time of sale. She submitted to a third party verification and agreed to the 30 day grace period, etc. The contract was delivered in a timely manner and would have been available to [redacted] online from the date of sale at her request. Even after accounting for the time it takes to mail the contract, four weeks is ample time to review the coverage, make a decision and submit cancellation. The cancellation fee of $100 is a pass-through fee deducted from [redacted] refund from the administrator of the contract. We have already refunded [redacted] in excess of the refund due under the terms of the contract. No additional refund will be processed. We ask that the Revdex.com close this complaint accordingly.