Auto Processing Center

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

Business

Response:

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

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

Business

Response:

Ms. [redacted] purchased the contract on November 7, 2013 and her notice of cancellation was received on December 19, 2013, well outside the 30 day grace period in which she would qualify for a full refund. Ms. [redacted] has already been informed that she did not provide us a certified odometer reading, and that is what has caused the delay. We need the ending odometer statement in order to calculate a prorated refund. In the interest of customer service, we have waived the requirement for an odometer reading and have calculated a prorated refund based solely off of the remaining term. The only money Ms. [redacted] paid into the contract was the down payment of $295.00. After the cancellation fee and prorate are factored in, Ms. [redacted]'s refund comes to $155.70. We have credited this amount directly to the Visa account that we have on file for Ms. [redacted]. Receipt of the refund transaction has been provided with this response. If any additional information is required, please contact our Customer Service Manager at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

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

my initial complaint documents, the customer service department

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

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

FINALLY provided to me. However, after several

months of battling unreturned voicemails, dropped calls, conflicting

information from different representatives at the customer service department regarding

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

the Auto Processing Center regarding my canceled policy and the outstanding

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

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

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

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

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

my down payment.

Regards,

Business

Response:

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

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

Business

Response:

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

Review: 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 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: 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 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: 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: 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 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: 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 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: 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 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: I got a call form a guy name [redacted] on December 18, 2013 and he got me to purchase a extented warranty for my 2012 Toyota Tundra. He told me it would be $395.00 down and 123.00 per month. He then told me as long as I cancelled it before 30 days I would get a full refund. I call and cancelled the contract on January 13, 2014. Then I waited for about week then I called back checking on my refund and they said they neeed the cancellation letter so I faxed that to then on Jan. 21, 2014. So I waited and waited and still I got no refund. I have been calling this company at least once or twice a month checking on my refund and they would tell me it's in processing. To make a long story short I just got a small part of my down payment on July 15, 2014. And it was only $110.00 $285.00 short of my down payment. My question also is why did it take them 6 months to give me my refund. I work hard for my money and this company just wanna take it.

Business

Response:

We apologize if Mr. [redacted] feels the refund that we provided was not sufficient, but it is the amount due according to the prorata method outlined in the contract and disclosed to Mr. [redacted] at the time of sale. Mr. [redacted] purchased the vehicle service contract on December 18th, 2013. Mr. Cunningham's cancellation notice was not sent in to us until January 28th, 2014. This is well outside of the 30 day grace period in which Mr. [redacted] would qualify for a full refund. Mr. [redacted] did not include an ending odometer reading with the notice of cancellation; therefore a prorated refund could not be calculated. Refunds are based off the remaining term or mileage, whichever refund is less, less a cancellation fee of $150. The reason that the refund was delayed was due to the fact that Mr. [redacted] did not send us the ending odometer reading until February 18th, 2014; 20 days after the cancellation occurred. It wasn't until management was made aware of the situation, a few months later, that we reviewed our records and discovered that Mr. [redacted] did indeed send in the ending odometer reading, just separate from the cancellation notice. Again, we do want to apologize for any inconvenience or misunderstanding, but no additional refund is due this customer and none will be processed. The consumer does bear some responsibility here. We lived up to our end of the contract. Mr. [redacted] had an active vehicle service contract that he chose to cancel, and did so well outside the grace period in which he would qualify for a full refund. The cancellation fee was simply passed on to Mr. [redacted] and was charged to us by the administrator of the contract. No additional refund will be processed. We ask that the Revdex.com close this complaint accordingly.

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.

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 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: 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: 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 ###-###-####.