Auto Processing Center

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.

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: 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: I received a phone solicitation on Oct. 9, 2013 and signed up for vehicle extended warranty service with a down payment of $395. I authorized the charge on my Discover card with the guarantee that I would get a full refund if I cancelled within 30 days of the purchase date and no claims were made. After reviewing their policy that they mailed to me, I decided to cancel the service. No claims have been made. I sent a signed, written letter for cancellation, along with all the policies mailed to me, back to the company via certified USPS mail on Oct. 31, 2013. Tracking confirmed delivery on Nov. 5, 2013, within the 30-day cancellation requirement. Customer service acknowledged that the policy has been cancelled and that they have received everything they needed but that it was 'processing' in the financial department. Other than that, they would not help me any further. They said I should get a refund within 4-8 weeks. To this day, I have not received a refund. Calling customer service gives me the same unhelpful responses and answers. Every time I ask for a manager, they are either busy or claim the manager would call me back. I never received any calls from them.Desired Settlement: Please refund $395 to the Discover card used to make the payment.

Business

Response:

Mr. ** was refunded on 2/26/14. Please see the attached refund receipt. If there is any additional information required, please contact our Customer Service Manager at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have received a credit to my Discover card as stated by the business and consider this complaint resolved. Thank you for all your help in this matter.

Regards,

Review: I entered a service/auto protection contract with this company by phone under the explicit understanding of two conditions: that I would be receiving contract papers in the mail to sign and return, and that I was guaranteed a full refund if I cancelled the service within 30 days. After some research and reading some reviews, I decided to cancel this service within the 30 day time frame. Having not received any physical mail or email by that point, I obtained the company's number from my bank records and called to cancel the service. I was met with badgering and pressure from customer service representatives to keep the policy. After about 20 minutes on the phone, I was finally able to receive a positive response from a representative, who advised that they would refund the payment and send cancellation papers in the mail. I have waited approximately 2 weeks and still have not received anything in the mail from the company, and I still have not had the initial charge refunded.Desired Settlement: Refund of the charge as guaranteed by phone and as noted by the guarantee on the company's website.

Consumer

Response:

Hello:

I am writing regarding complaint # [redacted]. The company has not contacted me, however, I also filed a fraud complaint with my bank and have received a refund of my payment.

Hello:

Review: Auto Processing Center sold a policy to me on October 9,2013 with a down payment by credit card of $ 495.00. I canceled the policy within their 30 day cancellation period on October 30th and they signed the certified postal receipt dated on 11/4/13. I have repeatedly called them asking for refund and no one answers their refund service line. I have talked to customer service and they say they will forward my request to their refund dept. They have called me back twice and told me that I am in line for a refund as their refund department is working on it and they confirmed that they had received the policy along with all the information required with a refund including the mileage. To this date 02/05/2014, I have not received any refund back. They state that they are Revdex.com accredited and come to find out they are not. They are high pressure salesman but hide behind the 30 day refund by not sending you the refund when policy returned.Desired Settlement: I want them to refund the amount of money I deposited on my credit card. Take my name off of their call list for life.........

Business

Response:

Mr. [redacted] has been refunded in full in the amount of $495. The refund was credited directly to the MasterCard that we have on file. We apologize for the delay. Due to clerical error, the refund was missed. Now that the error has been brought to our attention, we will gladly remedy the mistake. Please contact our Customer Service Manager at ###-###-#### if any additional information is required.

Review: I purchased an extended warranty from this company back on July 19,2013 and was told that if I changed my mind I could receive a full refund within 30 days if I returned all the needed paperwork back. After receiving and reviewing the warranty I decided that I didn't want to keep it and sent the paperwork back on July 30, 2013. I called the company on August 16, 2013 to make sure they had received the paperwork and was told they had received it on August 6, 2013 and that everything was in order and at the refund dept. I called back on Sept. 4, 2013 as I had not received my refund and was told that refunds take 2-8 weeks to process. Tomorrow, December 17, 2013 makes 19 weeks since they received my paperwork and I have yet to see my refund. I have called them 20 different dates and sometimes multiple times in a given day. I keep being told the same thing "that it is being looked into and I should receive a courtesy call any time now saying that my refund is coming." I have been told that it must be a clerical error on their part, that refunds are processed in the order they are received and so on. I even received a rejection letter of my application on October 7, 2013 that was dated August 21, 2013. I am beyond frustrated at this time with this company. I have dates, times and names of the people I have talked with over the last 19 weeks as you can see in the attachment.Desired Settlement: I just want a refund of my $195.

Business

Response:

We are writing in response to a complaint submitted to your office by [redacted]. We have processed a full refund in the amount of $195.00. The refund was credited to the Visa card on file. Receipt for the transaction are included with this response. The refund was complicated by the fact that an inquiry was made on the charge from the customer’s credit card. The funds had been temporarily credited to Ms. [redacted]’s Visa. On closer review, we can confirm that the funds were credited back to us some time later. We process thousands of transactions each month and sometimes things get lost in the shuffle. We want to apologize for any inconvenience caused by a delay in processing the refund and we are glad to be able to get this resolved. If there is any additional information required, please contact our Customer Service Manager at ###-###-####.

Review: On 3/26 I purchased an extended warranty for my 2008 Grand Prix, being promised a full refund if cancelled any time within the 30 days for any reason.I expressed concern that my husband may not agree and verified that I would get a full refund if cancelled within 30 days.After speaking with my husband and mechanic I decided to cancel the policy. When I called to cancel the policy I was really pressured into keeping the policy. I said I wasn't interested and wanted to cancel. The Sales Rep did not want to take "no" for an answer. At that point was told I needed to send a form from the warranty pamphlet. When I said I couldn't find the pamphlet and they said they would mail a new one. In the meantime I mailed a letter stating my intent to cancel the policy. I never received the replacement pamphlet with the "official" cancellation notice. I followed up with a call on 4/29 to verify that my policy was cancelled. I was told it was cancelled eff 4/25 and that I would receive a full refund. Since that time I have been calling 2-3x per week. Each time I have been told that my reimbursement is in process.When I have asked to speak to a manager, the associate places me on hold and them comes back on the line a few minutes later to say the manager is unavailable because he/she is with another customer.Because they are telling me the Finance department handles the refunds, not them, I have asked to speak to Finance. They never get me through to the department to ask them where in the process the reimbursement is or when I can expect my credit back to my credit card.This company promises you to help you with your repair bills for your vehicle, but you can't even get them to issue a refund when a policy is cancelled.Desired Settlement: I would like a full refund credited back to the credit card I used, in a timely manner.

Business

Response:

The delay in this instance was caused by the fact that Ms. [redacted]'s cancellation was received just outside of the 30 day window in which she would qualify for a full refund. She did not include an ending odometer reading, per the terms of the contract. In the interest of Customer Service, we have issued a full refund, since the cancellation came so close to being within 30 days. We have provided a receipt of the refund transaction with this response. We want to apologize for the misunderstanding and we are glad to have been able to get this matter resolved.

Consumer

Response:

I received my refund from auto processing center. Thank you for your help.

Regards,

Review: Purchased extended warranty for vehicle. Paid Deposit of $295 with full refund promised if cancelled within 30 days. Cancelation required written notification which was provided. This was provided in May. It is now November. After several phone calls, I'm no furter to getting any answers to where my refund is and why it has taken so long. Their option for refund info when calling is anwered with a recording and leaving a message. They ask for 24 hours to respond. At this point I am not getting a response and feel I am getting the run-around.Desired Settlement: Refund of the deposit amount that was promised with their solicitation.

Business

Response:

Mr. [redacted]t has been refunded in full in the amount of $295.00. Receipt of the refund transaction has also been provided. The refund was credited directly to the MasterCard account. We apologize for the delay. We process thousands of transactions each month. Occasionally things get overlooked. Now that the issue has been brought to our attention, we are glad to be able to get it resolved. Please contact our Customer Service Department at (800) 824-8141. We are available Monday through Friday, from 7am until 4pm PST.

Review: I purchased a warranty on 3/12 over the phone with [redacted] and he explained the contract to me. Also, he told me that I could cancel within 30 days and get my refund back. On 3/14, I called to cancel and the policy and spoke with [redacted] and he told me he would be sending a cancellation policy in the mail and said I will need to send written notice and the contract. We have yet to get that policy cancellation form. He said it would take about 7 to 10 business days. We called again on 3/24 because we had not received the cancellation notice and spoke with another young man, but we didn't get his name. When we told him that we were waiting on a cancellation form, he became very aggressive. He really did not want to give us any information about how to cancel the policy and keep saying everything was in the contract book. So, he said that he would send one out also, but we have yet to receive that one. So, that is 2 cancellation forms that was suppose to be sent out, that we never got. Because the timeframe was getting close, I asked my wife to go online to see if she could find a cancellation form and we did, hoping that it was the correct one. I read the contract book, and it does not tell you what address to send it to, nor does it tell you all the things you need to include with the form. On 3/24, we gather everything that we thought we needed for the cancellation and went to FEDEX and shipped everything overnight. It was received on 3/25 and signed by someone by the name of M. [redacted]. So, I called on 3/28, to check on the status, to see if there was anything else we needed to do. I spoke with Marti and she told me that nothing was in the system yet and it takes several days for it to appear. So, I called again on 3/30 and spoke with a young man name [redacted]. OMG, this young man was very very rude. There is no wonder people are cancelling their contracts, the cus[redacted]er service alone is enough. We were trying to make sure they had everything that needed to process the refund.Desired Settlement: The only thing I am trying to do is to get my $195 refunded back to me and to have my policy cancelled so no other payments will be deducted from my credit card.

Business

Response:

We ask that the Revdex.com close this complaint as "Information Only," as Mr. [redacted] had no real reason to complain. As he states in his complaint, he purchased the contract on 3/12/14. He called on 3/24/14 to request cancellation. He was advised by our rep that he simply needed to send us written notice and that the instructions for cancellation were outlined in the contract booklet that had been mailed to him. On 4/1/14, we received Mr. [redacted]'s written notice of cancellation. on 4/2/14, a refund was credited in the amount of $195 to the credit card on file. Receipt of this refund transaction has been provided with this response. Please close this complaint accordingly.

Review: In December of 2013 I was offered an extended warranty policy from the Auto Processing Center for the vehicle I purchased a while back. I agreed to the contract and paid $1855.00 in full over the phone. I have had multiple issues with the company so I decided to cancel my policy. I had called 3 different times to ask customer service to re-mail me the cancellation paperwork and never received any of them. I decided to write my own cancellation letter and the person that I spoke with told me what to include EXCEPT that I needed to have an odometer reading notarized and sent in. I mailed in the letter dated for 2/28/14 and weeks went by without getting refunded. I called back to see what the hold up was and then I was told I needed to include the odometer reading.I was never notified about needing to send in more information. I wrote another letter including that information and sent that letter toward the end of March, they said they received it either 4/4 or 4/5. I have called back every week since they have received it and they tell me every time that it is in processing. I was told originally that the refund processing time would be 3-5 weeks. It is now the beginning of May and I still do not have my refund. Every time I call the answer is the same. They don't know how much longer and they cannot connect me to anyone else that can help. They are usually very rude and not willing to go the extra mile to help me with this situation. I have been waiting 9 weeks to be refunded, they have all the information they need, now I would just like my money back. Thank you for your assistance in the matter.Desired Settlement: All that I am requesting is to have my money refunded back to my account as quickly as possible.

Business

Response:

Ms. [redacted] original cancellation was received on March 7, 2014. As she states in her complaint, the original cancellation was incomplete. She did not include the required notarized affidavit of mileage. Without this, we cannot calculate a prorated refund. When Ms. [redacted] called our Customer Service Department to inquire about the refund, she was advised that she needed to send in the ending odometer reading and was also advised that refunds for cancellations within 30 days from the date of sale are typically processed in 3-5 business days; while refunds for cancellations that occur outside of the 30 day grace period have to go through a longer process and typically take 30-60 days. Ms. [redacted] did originally cancel on March 7th, but the odometer reading did not arrive until April 4th. It was at that point that we could begin processing the refund. The refund has now been processed and has been credited to Ms. [redacted] Visa account. The amount of the refund is $1795.04. Now that the refund has been processed, the credit should be visible on the customer's statement within the next three to five business days. We have also attached and explanation of the prorate.

Review: I was contacted by AUTO PROCESSING CENTER in January 2014 to purchase extended warranty coverage for my vehicle, to which I agreed to pay $295.00 as a down payment and start a contract on 2/23/2014 (according to the company's records of my service). The associate informed me that if I wished to cancel the service within 30 days of the contract start date, that I would receive a full refund. I called the company to put a stop to my coverage within the 30 days, and verified with an associate that the account would be stopped before the "refund" period ended. I sent my cancellation notice via USPS on 2/18/2014, and have a confirmed delivery date of 2/20/2014 that my letter was received.

I was aware of the previous complaints that customers had to wait ~3 months to receive their refund so I did not try to press the issue until that full time was expended.

Having not received a refund after this 120 days, I contacted the company on 7/8/2014 to ask why my refund had not been sent out. The associate told me that my account was not cancelled within the 30 day window to be eligible for the refund. According to the associate, my cancellation date was 2/27/2014... 36 days from the start of the contract... 6 days outside of the refund window.

So even though I called to confirm the cancellation of my account, and sent them an official cancellation notice that was DELIVERED on 2/20/2014... 29 days after the start of my contract (which makes me eligible to receive the $295.00 refund ), AUTO PROCESSING CENTER stalled on my paperwork just long enough to claim that it was not received in time to offer me my money back.Desired Settlement: My desired outcome is that AUTO PROCESSING CENTER agree to the terms of their contract and verbal communication, and refund my initial payment of $295.00.

Business

Response:

Written notice is required to cancel the contract. As he clearly states in his complaint, he cancelled outside of the 30 day grace period. He did not include the required affidavit of mileage and until he does so, no refund can be calculated. Mr. [redacted]'s contract has been available online since the date of sale and we have a delivery confirmation from the post office showing that the contract was delivered to his home address on January 30th, 2014. We also have Mr. [redacted], on a recorded verification, stating with a verbal "yes" his understanding and agreement to the terms and conditions of the contract, including the 30 day grace period, cancellation procedures and prorata refund method. Mr. [redacted] called our Customer Service Department once after the date of sale, on February 14th, 2014. He had stated that he wanted to cancel. Our representative explained the cancellation procedure, then offered a substantial discount on the overall cost of the coverage, since Mr. [redacted] said his reason for cancellation was due to the fact that he could not afford the contract. Mr. [redacted] then agreed that he would keep the contract and no longer wished to cancel. He then faxed cancellation to us on February 27th, 2014, well outside of the 30 day grace period. We will gladly process any refund that may be do. Mr. [redacted] simply needs to send us an affidavit of the mileage at the time of cancellation. We therefore ask that the Revdex.com close this complaint accordingly.

Review: I purchased an extended vehicle extended warranty from [redacted] in 12/5/13. When I sold the vehicle 2/7/15 I sent Auto Select a letter requesting a refund for the remaining warranty. The letter was verified and stamped by a notary in [redacted]. The amount of refund due me is $1149.46.In March 2015 I phoned Auto Select (800-824-8141) and was told a check was sent to me in late February 2015. I never received the check. The representative said he/she would inform their supervisor and they would investigate and send another check. From March-August 2015 I called Auto Select numerous times per month and essentially got the same reply. A check has not been sent to me and I feel this is a "scam" by Auto Select designed to not pay refunds.Desired Settlement: I am requesting [redacted] refund the remainder of the warranty as per the contract.If this is indeed a "scam" by [redacted], I want the consumer to be warned regarding this company.

Review: I was offered an extended car warranty contract on 10/21/2013. I signed up with a payment of $395. When I received the contract, I decided it was not beneficial for me. Therefore I left a message on 11/18/2013 stating my cancellation and sent a letter of my cancellation with the reading of my odometer. I spoke with [redacted] on 12/5/2013 at 2:20pm about my cancellation process. He informed me that my contract was cancelled on 11/27/2013 and my refund of $395 is being processed. I have not received my refund. Therefore on 2/4/2014 at 1:28pm, I spoke to [redacted] about my refund in process. He stated it is still in process and I will receive a phone call when the process is completed. I still have not received my refund. On 3/13/2014 I spoke with [redacted]. She stated that the check is being processed and is sending the information to the manager to expedite the process. I should hear something by Monday 3/17/2014. I did not receive a call or a refund. On 3/28/2014 at 2:52pm, I spoke with [redacted] again. She stated that she was sending my information to the manager right now. I still have not received a phone call. I spoke with [redacted] on 4/1/2014 at 4:29pm. She stated that the manager looked at my information and claimed to have spoken with me at 3/31/2014 at 9am. I explained to her that was impossible for him to speak to me at that time because at 9am on that day I was opening up the pharmacy. I would not answer my phone at that time due to my job. I asked her to have the manager try calling me again. On 4/10/2014 at 12:46pm, I left a message stating how unhappy I am that a manager has not called me and I have not received my refund. On 4/14/2014 I received a phone call from [redacted] stating that I would need to send them a certified odometer reading. I told him that I did. He said I need a reading that is notarized. I asked my local bank and they stated they need a certified paper to sign. I left many messages about this conflict and have not received a response. I called today and no one answered.Desired Settlement: I would like to receive my refund of $395 very soon.

Business

Response:

The reason that Ms. [redacted] has yet to be refunded is because Ms. [redacted] cancelled outside of the 30 day grace period in which she qualified to receive a full refund. The date of sale is October 21, 2013. The cancellation was not received until November 27, 2013. We advised Ms. [redacted] that she would need to provide a notarized affidavit of mileage from the time of cancellation in order for us to determine a prorated refund. We are not sure what transpired at her bank, but most notary publics would have a blank affidavit available and, if not, one can be obtained for free over the internet. In any case, we have, in the interest of customer service, decided to waive the requirement for an affidavit of mileage and have calculated a prorated refund based solely off the remaining term. Ms. [redacted] paid a total of $461.87 into the contract (a down payment of $395 and one monthly installment of $66.87). After the prorate is calculated and the administrative cancellation fee of $150 is deducted, the refund comes to $272.07. This amount has been credited to Ms. [redacted]'s Visa account. Receipt of the refund transaction has been provided with this response. We apologize for any misunderstanding and we are glad to be able to get this resolved. If anything else is needed, please contact our Customer Service Department.

Review: The contract states that if the vehicle is sold and proof was requested of sold vechicle and received by company on 05/21/15 that a refund would be processed at a prorated amt. when first contacted on 05/25/15 we were told Ito call back in 6-8 wks before it would be processed. We called on 07/02/15 call back in 8-10 wks on 07/16/15 call back at 8-10 wks and on 07/29/15 call back next week and each time no one else available to talk to. We have followed what was requested on our end and feel like we are being brushed off in hopes of giving up. This was a 5yr contract which we paid $2,597.00 start dtd 06-03/13 end dtd 07/03/17. We would like to know why we are unable to get anyone with the authority to help in this matter to get the refund due. Any help in this matter would be greatly appreciated.

Thank you,

[redacted]Desired Settlement: Explanation as to why we are unable to receive the proper customer service in not only being able to talk to someone in the position to handle this matter but to receive our refund.

Business

Response:

Upon reviewing our records we found that a refund check was originally generated and sent to [redacted] in July, 2015. Our Accounting Department has confirmed that the first check was not cashed. We have sent a new check accordingly. This check has been sent via [redacted] (tracking number [redacted]). A copy of the check has also been uploaded with this response. Unfortunately, unlike with credit card transactions, our Customer Service Reps can't see whether or not a check has been sent and/or cashed in our CRM system. [redacted] was informed when the first check was sent in July and then when he called back in August, was informed that another would be sent as soon as we were able to verify that the original had not been cashed. We believe that this imay be where the confusion lies. Delivery has been ensured for the reprint through [redacted] and we are glad to have been able to get this matter resolved. Please don't hesitate to contract our Customer Service Department if any additional information is required.

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.Hello,I am sorry for not responding sooner, however, we were waiting for response from the consumer. They waited until after you saidthey were going to respond and wanted to make sure they followed through. We did receive a refund from them on 8/20/15.We appreciate all your help in this matter as without it we would still be waiting.Thank you again and sorry for the delay in responding. [redacted]

Regards,

Review: Company aggressively pursued me saying that my car maintenance was ending. We had however, purchased extended warranty coverage at the time the car was purchased. I mistakenly, bought a second extended warranty coverage for the same car because it was inconceivable to me that a company would be trying to sell me something I already had.Am in the middle of trying to cancel the contract within the first 30 days. Have reached out twice by phone and in each case they mentioned that paperwork was in the mail to expedite the cancelation. However, going on week 3 without that paperwork am submitting the contract cancelation without their expedited paperwork since I'm concerned the 30 days period will soon end without ever receiving their 'expedited' paperwork.Desired Settlement: Refund the purchase price as is possible under section F of their contract.

Business

Response:

We would ask that this complaint be removed. The customer was informed that we simply needed written notice to cancel the contract. As a courtesy, our Customer Service Representatives mailed out a pre-written cancellation request to the customer along with an envelope with which to return the contract. We apologize if she never received the packet, however, it was not required in order to cancel the contract. The customer was informed that all we required was a written notice of cancellation. This was received on December 23, 2013. A refund of $2245 was credited to the Visa card that the coverage was purchased with on January 2, 2014. Receipt of the refund transaction is below. If any additional information is required, please contact our Customer Service Manager at ###-###-####.

Review: I WAS CONTACTED BY THIS COMPANY ABOUT PURCHASING AN EXTENDED WARRANTY FOR MY VEHICLES. WE HAVE 2 VEHICLES THAT THEY OFFERED COVERAGE FOR, I WOULD HAVE BEEN MORE SKEPTICAL HOWEVER THEY KNEW ALL THE INFORMATION PERTAINING TO THEM. SO I DID SOME RESEARCH AND DECIDED TO GO FOR IT. I PURCHASED 2 CONTRACTS, 1 FOR EACH VEHICLE. WHEN THE INFORMATION CAME IT HAD THE WRONG VIN NUMBERS. I CONTACTED THE COMPANY TO ASK HOW THAT HAPPENED, THEY COULD NOT ANSWER. EVERY REP. I SPOKE TO WAS RUDE AND NOT HELPFUL. I DECIDED TO CANCEL BOTH POLICIES, THIS WAS DONE IN A TIMELY MANNER. ACTUALLY CANCELED WITHIN 5 DAYS OF ISSUE. THEY WILL NOT RETURN MY CALLS FROM THE REFUND DEPARTMENT. I SPOKE TO A MANAGER ONE TIME, HE WILL NOT CALL ME BACK. THEY HAVE YET TO RETURN MY MONEY. ITS BEEN OVER 2 WEEKS. I DID VERIFY THAT THEY HAD RECEIVED ALL CANCELLATION PAPER WORK, THEY SAID YES. I WAS TOLD REFUNDS ARE DONE ON A FIRST COME FIRST SERVE BASIS. I WAS TOLD BY THE MANAGER THAT HE WOULD MAKE SURE THAT THE ISSUE WAS RESOLVED ASAP, SINCE IT WAS AN ERROR ON THERE PART! REFUND STILL NOT PROCESSED!Desired Settlement: I WOULD LIKE MY MONEY PUT BACK IN MY ACCOUNT!

Business

Response:

According to our records, Ms. [redacted] had disputed both down payments with her credit card company in December and was credited the funds back in January. We cannot issue a refund to a customer that has already been credited the funds. We can confirm that the contracts have been cancelled and no further charges will be processed. If any additional information is required, please contact our Customer Service Manager at ###-###-####.

Review: I received a phone call from [redacted] with "Auto Processing Center" to receive an extended warranty for my 2012 Hyundai Sonata. I told [redacted] that I did not want to make this transaction without talking to my husband. [redacted] then told me that I have a 30 day money back guarantee for the $195 that I used for my down payment. She stated that all I needed to do was call the 800# and tell them I want to cancel. Within 6 hours of this transaction I talked to my husband and we both decided to not buy the warranty. I called right away, within the same business day, and told the rep that I wanted to cancel. The gentleman was extremely rude and told me that he will have his manager call me. They had already taken out the $195 down payment by this time. This was 3/11/2014. The manager called me and said that I could get my money back no problem; he also said that I needed to sign something stating that I wanted to cancel and a the reason why and send it back to them before I can receive my $195 deposit refund. They sent me the warranty package that I cancelled on 03/11/14 within 2 days, but I still have not received the paper to cancel. My husband and myself have called numerous times to get them to send the cancellation paperwork. It is now 3/25/2014 and I have not received the paperwork. I keep getting the run around, and no one will help resolve this matter.Desired Settlement: I want the "Auto Processing Center" to refund me my deposit of $195.

Business

Response:

Ms. [redacted] contract clearly states that, in order to cancel the contract, she would need to simply return it with written notice. As a courtesy, one of our representatives mailed Ms. [redacted] a pre-written cancellation notice that included the same instructions outlined in the contract booklet and an envelope with which to return the contract and notice. We have yet to receive anything in writing from Ms. [redacted], so we will consider this complaint to be sufficient notice of cancellation. A refund of the down payment has been processed and credited directly to the Visa card on file. This should be visible on the account within the next three to five business days. Receipt of the refund transaction has been provided with this response. There was really no need for this complaint. All we needed was written notice. We need this because there are multiple entities involved with these service contracts. We are the seller, there is a payment plan provider that handles monthly payments, an administrator that handles claims and an insurance company that underwrites each contract. In order to release the administrator and underwriter from liability for claims against the contract, we do need to have written notice of cancellation by the contract holder on record. We are glad to be able to get this matter addressed and resolved.

Review: We received a call from a polite, fast talking guy from APC (Auto Processing Center) last July. We have a 2005 2500HD [redacted] Turbo Charged Diesel purchased new 11/24/04. It has never been in any shop for any repairs. Gets regular oil changes and tire rotation. Purchased APC Powertrain Choice 5/100 policy for $2588. $143.78 out of our credit card monthly. Mileage at purchase [redacted], now [redacted]. We found out that we need a computer (TMS) for the transmission that goes to the main computer. Parts cost $500, labor $200, $100 deductible, total $600. Found out they don't replace anything computer. The policy does not say that it does not cover computer parts. The two pages of Exclusions does not mention computers. Some Choice policy. Talked to [redacted] in customer service on 5/6/14 saying I want to cancel the policy. He said that the claim would have been for $600 he would deduct that from the remaining amount on the policy. Best he cloud do. I said no, I want to cancel effective now. He became rude, argumentative and finally hung up on me. On 5/8/14 I called our credit card co and said to stop the automatic payments. They told me I had to call Omnisure 877-836-0411, Omnisure said to call APC 800-356-8170 if I want to cancel. Getting the runaround from a scam company. I want the payments stopped immediately. Evidently, according to the policy, I have to send them a letter with the policy (with proof of delivery)to stop this. I do not want any late payments or cancellation fees. We have been told by others, that after factory warranty companies are not worth the trouble or money. So true. PLEASE help get this stopped. There have been 247 complaints filed against this F rated company so far.Desired Settlement: I want the payments stopped with NO late fees, NO further fees on our credit card and NO cancellation fees. I want this in writing from the company that this has been done. I realize we cannot get a refund on the policy, though we should. PLEASE help get this cancelled. Company's like this should be put out of business.

Business

Response:

Ms. [redacted] is mistaken on a number of counts. Firstly, her contract number is [redacted]. Secondly, our company, Auto Processing Center, does not handle claims. We are a vendor of vehicle service contracts. The administrators, whose contracts we sell, are responsible for paying claims. In this instance, the administrator is Omega Administrative Company. Third, the part that Ms. [redacted] references in this complaint is not a covered component under this contract. Ms. [redacted] purchased the Omega "Powertrain Choice" coverage plan. This is a stated component, enhanced powertrain coverage. The portion of the coverage that lists what is covered under the transmission reads as follows:

Review: I was contacted from OMISURE GROUP, LLC about extending my auto warrenty near 3/21/2014 and was told I had 30 day before the contract took affect. I was told all I need to call and cancel and there would be no hassle. They took $195.00 out of my account the day they called.I called the company on the 4/16/2014 and talked to an Rep.(can not remember HER name)to cancel the contract. The Rep said that would be fine, but I also need to send in a letter stating I want to cancel. I sent the letter and next thing you know they take $89.25 out of my account on 4/21/2014. I called the company back to find out why they took the money out and they said they never received the cancellation by either the phone call or Mail. So I sent another letter. I called them back and talked to another Rep. who could not help me so I asked to speak to an Supervisor, which took about 10 minutes and the REP. stated the Supervisor was busy and that he/she would call me back. They never did call back. I never received my money back.Desired Settlement: I would like my $195.00 down payment and the $89.25 they took as the first Payment back. It has been over 30 day

Business

Response:

If Mr. [redacted] has an issue with the way a claim was handled, he needs to contact the administrator for this contract:

Interstate National Dealer Services

6120 Powers Ferry Rd NW, Suite 200

Atlanta, Georgia 30339

(678) 894-3500

(800) 526-0929

Mr. [redacted] does not qualify for a full refund. Mr. [redacted] purchased the contract on March 21st, 2014. Mr. [redacted] did not contact our Customer Service Department until April 22nd, 2014 and did not cancel the contract until April 29th, 2014. This is outside of the 30 day grace period in which he would qualify for a full refund. Mr. [redacted] did not include the ending odometer reading with the cancellation. We cannot calculate a prorated refund until we receive the ending odometer reading. Mr. [redacted] needs to provide us with a notarized affidavit of mileage or certified odometer reading. Once we receive this, we can calculate what refund, if any, is due to this customer.