Auto Processing Center

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: The auto processing center told me over the phone that the coverage for a vehicle was similar to warranty coverage I previously had with FORD. When I got the booklet none of the electrical systems and relays are covered among other things. They told me, in order to cancel I would need to mail my booklet back along with a notarized copy of my odometer reading, which was never discussed previously over the phone. I mailed those things reluctantly around 2/1/14. I called today to make sure they had received it and of course they had lost the information and will not offer a refund of any kind. From the time I have called to cancel which was in the time window they gave me to cancel, they have been manipulative over the phone and straight up have lied to me over the phone. I have done more research about this company on the internet and hundreds of people have gone through similar situations with this company. They are using unethical means to promote their "product" I have mentioned to them before that I believe that I was being taken advantage of and that I would contact the Revdex.com and they said that didn't scare them. Now that they have "not received" my booklet there is no way to send it to them again and I will not receive any refund. I honestly believe this company only tries to take advantage of their customers and doesn't really care how their auto warranty product compares to others. How they got my information in the first place is besides me, however I will never purchase anything over the phone again because of this companies dishonesty and unethical means. I suffer from PTSD and severe anxiety. I feel without losing control of emotion I can no longer deal with this company and have let them basically steal money from me. I really hope the Revdex.com can prevent this company from taking advantage of anyone else.Desired Settlement: They charged me 195.00 down payment plus the first month of 128.33. As soon as I found out that they didn't cover what they said they would cover I called them immediately and wanted to cancel. They told me I had to jump through hoops and send them information they never told me about on the first call. Reluctantly I sent it to them and now they have lost all the documents.Warranty BookletWritten and signed cancellationOdometer reading notarized. Total: 323.33

Business

Response:

We have reviewed the complaint and the customer's file and believe we have an equitable solution. Unfortunately, we did not receive Mr. [redacted]' cancellation notice and notarized affidavit of mileage that is typically required in order to cancel a vehicle service contract and to calculate a prorated refund. It was not a matter of our company "losing" the paperwork; it was simply never received. Our Customer Service Representatives have asked Mr. [redacted] multiple times for a receipt of delivery, a copy of the paperwork that he sent, something from the customer to show that he did indeed send the paperwork to us. Mr. [redacted] has yet to produce anything for us. In light of the situation, we will consider this complaint to be the customer's written notice of cancellation. We have waived the requirement for a notarized affidavit of mileage and have calculated and issued a prorated refund based solely off of the remaining term. The prorated refund amount comes to 191.79. This has been credited to the Visa account we have on file for Mr. [redacted]. Receipt of the refund transaction has been uploaded with this response. If there are any other questions or if any additional information is required, please contact our Customer Service Department.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. However my Credit Card information was stolen last month and that card number has been changed. I am no longer giving out my credit card info online and would instead like a check be sent to my address. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have received multiple phone calls on my cell phone from this company. Somehow they have a local number to my area. The calls all begin with "Hi I'm calling from the Auto Processing Center regarding the warranty on your 'x' vehicle. How many miles are on the vehicle now?" I always ask if they are calling from my manufacturer or from my local dealer and they will never say no - they will always just repeat that they are calling from the "Auto Processing Center" which sounds somewhat legit. I have repeatedly asked for them to remove me from their callback lists.

Today, I received a call from a man who identified himself as [redacted]. When I asked him if he was calling from the manufacturer, he replied that he felt I had disrespected him. I immediately asked for his supervisor and he started to argue with me. Once his supervisor "[redacted]" got on the phone, he asked if I had a problem with his employee. I told him I did not and that I just simply wanted them to stop calling me. He began arguing with me and kept asking information about my vehicle.

Eventually, I just started repeating myself over and over and over saying "Remove me from your list". Finally, he stopped talking long enough for me to ask "Have you removed me from your list?" He started arguing again, so I started repeating myself again saying "remove me from your list." He finally said "OK". I asked specifically "Have I been removed from your list?" His response was "Yes".

These guys are shady. I would NEVER give information about anything over the phone to someone I don't know. For them to continuously call me over and over and not respect my requests to be removed from their callback list is unethical. For them to argue with me when I simply asked a clarifying question shows that they are not a legitimate company. I fear for anyone who takes a call from these guys and actually shares information.

Review: The full story: I was initially contacted by Marathon Group, so maybe they could be included in this, on Feb 4, 2014. They were trying to sell an extended warranty for my vehicle. They said if I had any interest at all, that I had to put a down payment of $495 and they do not allow callbacks to start a contract in order to prevent people from having a breakdown and then activating the service. I was dumb enough to pay the down payment and get started in all of this. It is deceiving because marathon group has an A+ rating, however from now on, I am dealing with the Auto Processing Center. The total price at the time was $2843. I decided this was too much for me to pay and called to cancel on Feb. 12, 2014. Again, I made the mistake of letting the agent talk me into a much cheaper price of $1614 if I paid up front. After actually receiving the contract (remember this was over the phone previously) and looking over what they covered and what they didn't (there are many many exceptions to what is covered), it seemed like even if I did have a breakdown of some sort, their list of exemptions could get them out of covering anything. So, again I decide to cancel, and called on Feb. 21 to do so. The agent said they needed a cancellation in writing, which is funny because they can start the contract and charge people without any signatures. He said he would mail me documents to cancel, which I never received. I asked if they could email me the document so I could fill it out, scan, and send it back. The agent said that they don't have access to email (yeah, right...). I ended up writing them a letter with my name and contract # and that I want to cancel. I should mention that since I paid in full after my initial agreement, I have been charged $130.44 from Omnisure as if I hadn't paid in full and was on a payment plan. At this point, they refunded my initial $495 down payment, but not the rest that I paid in full, or the incorrect charge from Omnisure.Desired Settlement: At this point I just want to ensure that I get my money back. If the Auto Processing Center could receive a punishment or somehow repay me for all the time I've spent arguing with them, I'd appreciate it. I don't think that is an option though. They still owe me $1119 from when I paid in full, and an extra $130.44 from Omnisure since they charged me as if I were on a payment plan even after I paid in full.

Business

Response:

We apologize for any inconvenience. Mr. [redacted] has been refunded the remainder of the funds. We have not prorated the refund and have waived the cancellation fee stated in the contract. Due to clerical error, the payment plan was not cancelled when Mr. [redacted] elected to pay in full. There was some confusion when processing the customer's refund after cancellation. M r. [redacted] paid the remaining balance on the contract with a different card than he had used for the down payment. That is the reason the down payment of $495 was refunded, while the remaining $1119 paid on the separate card was not. We have credited the $1119 to that credit card account. We have also refunded the monthly payment taken in error in the amount of $130.44. Receipts of the refund transactions have been provided with this response. We are glad to be able to get this straightened out. We would like to advise Mr. [redacted] that he should see the credits to his respective accounts reflected on his statements in three to five business days. If any additional information is required, please contact our Customer Service Department at (800) 824-8141.

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.

[In my initial complaint, I made a mistake. I thought they credited my initial $495 back to my account. However, that was just a temporary credit from my credit card company since I disputed the charge claiming that I should receive a full refund. The $1119 and incorrect charge of $130.44 have been refunded, but not the initial down payment of $495.]

Regards,

Business

Response:

Mr. [redacted] cancelled outside of the 30 day window to receive a full refund. That being said, he has disputed all of the charges made with his credit card company and all monies have been credited back to his card. If funds are at some point credited back to us, we will process the remaining refund owed, which is $311.75. We ask that this complaint be closed accordingly.

Review: I tried cancelling my contract within the first 30 days immediately after I got the contract and read thru it. I tried cancelling 3 times. two times they were suppose to send a written cancellation statement to me that never showed so the third time they had me hand write one and send it in myself. I asked several times to talk to a supervisor and no one put me thru saying the supervisor was busy. I called up again a few weeks into December asking if my contract had been cancelled and if they got my statement. I was told that one December 2nd they received my statement and I should be getting a full refund. it is now January 8th and there has been no refund given. they were able to withdraw the money the day they got my information over the phone but it's taking over a month since I was told they received my hand written cancellation. all I want is my money back for the serviced that were cancelled. i'm very disappointed in the way this company has handled every aspect of my contract. I don't truly believe the cancellation papers were never sent out seeing how they were able to send me the contract with no problems but the cancellation papers never showed up and the warranty place was able to send me a possible cancellation since I had my card stop any payments since I kept attempting to cancel the account.Desired Settlement: I would like a full refund of what I payed and for this problem to be available for public knowledge when they try looking this company up if possible.

Business

Response:

We are writing in response to a complaint submitted to your office by Mr. [redacted]. Unfortunately, Mr. [redacted] does not qualify for a refund. On October 22, 2013, Mr. [redacted] activated a contract with a down payment of $145. He agreed to make 18 monthly installment payments of $146.06 for a total cost of $2774. Mr. [redacted] called our Customer Service Department on November 4, 2013, to state that he wished to cancel the contract. Our representative explained to Mr. [redacted] that, per the terms of the contract that he had agreed to, we simply needed written notice in order to cancel the contract. This is due to the fact that there are multiple companies involved and to release the administrator of future liability for any claims against the contract. As a courtesy, our representative mailed Mr. [redacted] a pre-written request to cancel and an envelope with which to return the contract. He also placed a hold on the payment plan so no monthly payments would be processed. We did not receive any written notice of cancellation from Mr. [redacted] until December 4, 2013; well outside of the 30 day grace period in which he would qualify for a full refund. Mr. [redacted] refund is subject to a $150 cancellation fee and prorate; therefore, no refund is due in this instance. Again, we apologize for any misunderstanding on the part of the customer, but this was all very clearly stated during the verification at the end of the sales call and in the contract that had been mailed to the customer. If you have any questions or require additional information, please contact our Customer Service Manager at ###-###-####. Our office is open from 7am until 4pm PST, Monday through Friday.

Review: I was sold an extended vehicle warranty on 11/04/2013 with an initial charge of $195.00, and the option of cancelling the policy within 30 days. I never received confirmation via mail, so I contaced APA and cancelled my policy before the end of the month. They said a full refund would be processed. I have contatced the Auto Protection Alliance over 5 times to request a status of my refund which I have not received as of 02/18/2014.Every time I have called customer service, I am instructed to select a certain option if I am inquiring about a refund. No one ever answers and my phone calls have never been returned. I have left a message once a week for a month and nothing. When I select the other option for current policy holders, the customer service representatives tell me that they can't give me any information and that their supervisor will have to call me back later. I have NEVER received any contact back from them. I believe I have been defrauded of $195.00 and would like to prevent anyone else from being taken advantage of.Desired Settlement: I just want a refund back and to be done with this company.

Business

Response:

Mr. [redacted] has not received a refund because no refund is due to Mr. [redacted]. Mr. [redacted] did not cancel within the 30 day grace period. Mr. [redacted]' cancellation was received on December 11, 2013. He faxed his cancellation notice to us on that date. Mr. [redacted]' refund is subject to a cancellation fee of $150 and a prorate. The prorated refund comes to -$14.92. Mr. [redacted] agreed to the terms and conditions, including the 30 day grace period and cancellation policy at the time of sale. A recorded, third party verification is required before a contract can be written, during which the terms of the contract are disclosed. We hope this clarifies the matter for Mr. [redacted].

Review: I purchased a contract from the Auto Processing Center on 12/19/12 for my [redacted]. I cancelled the contract on April 7th,2015 and per the contract am entitled to a refund for the unused portion of the contract. I have not received a refund. The first time I called on May 29th I was told to expect 4-10 weeks to process the refund. I called again on June 19th and was told my request would be forwarded to the manager to "get this taken care of". On July 8th II was told that the manager was no longer there. On July 16th I was told again "I will forward this to my manager" I left a voicemail for the manager who did not return my call. On August 20th I was again told I will forward this to my manager and get this taken care of. Again I got the managers voicemail. I've called to get the arbitration rules but again was not able to speak to anyone in person. I paid over $3,000 for this contract and according to the agreement am entitled to a refund "equal to the lesser amount produced using either the number of days the agreement was in force or the number of miles the vehicle was driven prior to cancellation" less a cancelation fee of $75. I should be entitled to approximately $1500 and I would like to get my money back.Desired Settlement: Refund!

Review: The Auto Processing Center called in July 2013 about my Toyota Sequoia and trying to sell a auto protection plan for my car being that the warranty that I bought when I purchased the car had just expired. I thought the company was legitimate being that they had specific details about my car such as the VIN number and car mileage. They told me that the plan would be roughly 2,000 dollars with an instant down payment of 500 dollars and about $300 per month for the next 18 months if I chose to accept the plan. I after telling me all the services that it provided, accepted. On the same day $500 was deducted from my account. Also during the call I was told that I am able to cancel my plan within 30 days of first accepting the plan and would be refunded the $500 down payment. Two day later I had a bad feeling about accepting it so I decided to research the company and found many complaints. Within the next week I was sent a contract to sign and return. Instead of signing I chose to cancel the plan. On that day I went though the process of canceling the plan, which included calling the company and sending a letter explaining why I chose to cancel. I did both. I was told that it would take up to 10 weeks to refund my money. I thought the time limit was a little extreme but I complied with it. So starting in September I began to call inquiring about my refund. Every time I called I was told that my refund was being processed and that I could expect it any day and I have called up to 10 times with the same response. Also when I called refund department they were never available and I was told to leave a message that was never returned until I threaten to file with a lawyer and the Revdex.com. I then got a returned phone call to the tune of "a urgency notice with be sent to the manager about your account". Nothing came of this. It has now been 6 months and still no refund. I would urge anyone that receives a phone call from this company to PLEASE HANG UP IMMEDIATLEY!!!Desired Settlement: I would just like my refund of $500 as stated in their policy. I have followed all of the step of the process and have been getting the runaround for the pass 6 months. Please help me with to get a refund. Thanks in advance.

Business

Response:

We apologize for any inconvenience. We spoke once to Ms. [redacted] on July 26th, 2013, two days after the cancellation of the contract. In October, 2013, we retuned a call that Ms. [redacted] had made to our office. Unfortunately, at the time that this complaint was sent to the Revdex.com, we were not receiving complaints coming in from the Revdex.com. We were unaware that the refund had not been processed. We have now sent a refund check to Ms. [redacted] in the amount of $495.00. Again, we apologize for any inconvenience and we are glad to be able to get this matter resolved.

Review: A customer service represantative called me to offer me a extended warranty on my recently purchased vehicle. The representative also told me that I had 30 days to cancel my policy and the full amount of the down payment (which was $195.00)was going to be refunded to me. Well after reviewing the booklet they sent me with all the information about coverage, I realized that I had the same coverage purchased when I purchase my vehicle. So I decided to cancel my policy and I did it in the 30 day period. I got my policy on 1/27/14 and cancled it on 2/25/14. As of toda I still haven't received my refund. I have made about 5 calls and everytime I get a different customer service representative, but I get the same answer: "we did recieve your cancelation notice and you do qualify for a refund. Your account has been transfer to our financial department and you should be getting a courtesy call soon to let you know when you will be getting your refund". As you can it has been 9 weeks and I'm still wainting on that courtesy call. I am very disapointed about the business.Desired Settlement: I just want to get my money back. I followed directions on what to do to get it and I'm still waiting. I also have proof that they recieved my cancelation letter. And also copy of the booklet with the canelation policy.

Business

Response:

The customer's cancellation was received on February 26, 2014. Refunds are processed in the order received. A refund check was mailed to Ms. [redacted] in the first week of March. Apparently, this check was never received. When we received this complaint, we had another refund check cut and sent to the customer. A copy of this second check has been attached. Our records do indicate that she had called our Customer Service Department on three occasions after cancellation of her contract. Unfortunately, our Customer Service Representatives cannot verify whether or not a customer has been refunded, since refunds are handled by a separate department. We deal with thousands of customers and occasionally things slip through the cracks. We apologize for any inconvenience this may have caused Ms. [redacted]. We are glad to have been able to get this resolved. If any additional information is required, please don't hesitate to contact us.

Review: I was cold called by the Auto Processing Center for a vehicle warranty in mid-November of 2013. I started doing some research on the company later in the week and realized that many other people have had issues with them. I sent my "official" letter of cancellation well within the 30 day time limit. I also called to confirm 2 weeks later. Furthermore I have the receipt from the UPS store from the day I sent it in early December as proof. I called the Auto Processing Center to confirm receipt of my letter, and they did confirm they received it. They told me I would be receiving my down payment within 2 weeks and I would receive a courtesy call. 2 weeks go by and I call again, with the same response. I wait another 2 weeks and call again insisting to speak with a manager. The operator told me the manager was too busy to speak with me and he is aware of my case and will get back to me "at their earliest convenience". I proceeded to call every day for 9 days in a row and kept being told the manager is away or too busy. I spoke with operators named [redacted], [redacted], [redacted] and [redacted]. All of which seemed to have a script of deflection. [redacted] even told me to "chill out, you'll get your money man". Completely unprofessional and disrespectful. I cannot describe my disappointment enough.Desired Settlement: I paid a down payment of $295.00 on November 19. All I want is my $295 back.

Business

Response:

Mr. [redacted] has been refunded in the amount of $295. The refund was credited directly to the card on file on 3/18/14. We apologize for any inconvenience caused by delay in processing this refund. We process thousands of transactions each month and occasionally things fall through the cracks. We are glad to have been able to get this resolved.

Consumer

Response:

I have attached the businesses response here:

Mr. [redacted] has been refunded in the amount of $295. The refund was credited directly to the card on file on 3/18/14. We apologize for any inconvenience caused by delay in processing this refund. We process thousands of transactions each month and occasionally things fall through the cracks. We are glad to have been able to get this resolved.

My response:

While I accept the businesses "apology" and refund of my money. I have to disagree with their reasoning. Nothing fell through the cracks, in my opinion they were stalling in the hopes that I would give up on receiving my refund. I called them over 15 times and made it clear who I was and what I needed. I am glad this ordeal is over with but I would caution anyone who plans on potentially doing business with this company.

Regards,

Review: From a phone solicitation on 04/18/2013, a $495.00 down payment for a Vehicle Service Contract was authorized over the phone via Discover card to Auto Protection Alliance whose money-back guarantee declared a refund would be given if no claim made and written request received back within 30 days of the purchase date. There was no claim and, ultimately not desiring this service, a signed request to cancel along with other materials received by the company were sent back via certified mail on 04/29/2013. USPS tracking confirmed delivery on 05/01/2013, well within the 30-day requirement. In numerous phone calls to the company, they acknowledge the contract is cancelled and that the refund is "in processing," but, to date, no refund has been received. The charge was disputed on Discover card who, after inquiry, reported back that the company said they had no record of cancellation. Further phone calls to Auto Protection Alliance have been fruitless. On their website, the company claims that they have "Administrators Accredited with Revdex.com." Please help secure this $495.00 refund to a widow on a fixed income.Desired Settlement: Please refund $495.00 either by credit to the Discover card used to make the payment or by check payable to the customer.

Business

Response:

We are writing in response to a complaint submitted to your office by Ms. [redacted]. Ms. [redacted] has been refunded in full in the amount of $495.00. The refund was credited directly to Ms. [redacted]'s Discover account today, 12/17/2013. Receipt of the refund transaction has been included in this email. We apologize for any delay in getting this refund processed. In April, we originally spoke to someone who identified herself as Ms. [redacted]'s daughter. We do not disclose customer information to third parties, individuals or otherwise, without consent of the customer or proof that the third party has authority to make decisions on behalf of the customer (i.e.: power of attorney). We did end up speaking to Ms. [redacted] some weeks later, and she did, at that point, give us permission to allow her daughter to speak on her behalf. We can confirm that the contract was cancelled on May 1st, 2013. We want to apologize for any inconvenience that a delay in processing this refund may have caused. We deal with thousands of customers each month and sometimes things get lost in the shuffle. Now that this situation has been brought to our attention, we are glad to be able to resolve it and get this refund processed. If there are any questions or if any additional information is required, please contact me at ###-###-#### or via email.

Review: In March 2014 I purchased the extended warranty from Auto Processing Center with the option to cancel within the first 30 days and receive a full refund of my initial $195 down payment. I contacted Auto Processing Center on April 4th, 2014 to cancel my contract and it was stated that a cancellation form had been sent. On April 10th, 2014 I called again and it was said the cancellation form had been sent, but that I could alternatively send a written notice of cancellation along with my contract instead of waiting for the forms to arrive. I sent these documents via priority mail and received confirmation that they were delivered on April 16, 2014. I have called numerous times since I last spoke to someone on April 10th, 2014, but I only get a recording. I have left messages but have yet to here back.Desired Settlement: A full refund of $195 down payment and validation of contract cancellation.

Business

Response:

This customer's cancellation notice was received on 4/16/14. The contract was cancelled as of 4/16/14, the date that the cancellation notice was received. A refund was processed yesterday, 4/23/14 and Mr. [redacted] was scheduled to be called by a representative today to info rm him that the refund has been processed. We ask that the Revdex.com close this complaint as "Information Only" since the customer simply wants confirmation that the contract has been cancelled and a refund processed. We do not believe that 7 days is an unreasonable or exceptionally long period of time to process a refund. Included with this response is a receipt of the refund transaction. It can take 3-5 business days for the refund to be reflected on the customer's MasterCard statement. Mr. [redacted] can call his MasterCard Customer Service Department to confirm the pending credit. If any additional information is required, please contact our Customer Service Department.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On October 23, 2013 I received a call from Auto Processing Center, selling an extended warranty on my 2011 Lucerne. There was a guarantee of a 100% refund if returned in 30 days. Since I prefer to pay for things if I can, I agreed to have $2051 charged to my Discover card. When I received the material and looked over it I decided to return it the day after I got it. I wrote a letter cancelling my contract and mailed it. When the charge appeared on my Nov. billing statement I called the company and got a machine, I left a message, no one returned the call. I called the credit card company and they started an investigation on Dec.10. On Jan 9 the credit card company told me the investigation was complete and that I did not have a cancellation confirmation number. In the mean time I called different numbers that appear in the packet. Everyone I talked to said the contract had been canceled in Nov. but they could not help me with a conformation number. I continued to try with my credit card and while on the phone on Jan. 20, Discover contacted "[redacted]" from the Auto processing center in a 3-way phone call. "[redacted]" said 1) my contract was cancelled within the 30 days, 2) because of the investigation that delayed the refund. 3) it could take 10 weeks because they had to make sure I had not made any claims against the policy. 4) she would have some one contact me. No one contacted me. On Feb. 4 I called and left a message on the machine saying I was still waiting and If there was any reason I wouldn't get my refund they should let me know. On Feb 5 2014 I received a call, he thanked me for my patience and said I WOULD GET MY FULL REFUND SOON! and explained the process. On March 3, and 6 I called the machine again, no call back. On Mon. March 23 I called the machine and requested they call by the end of the day Wed. At the end of the Day Wed. I called the Customer service manager and spoke to [redacted]. He again couldn't help me. He would have some one call me. I'm still waiting.Desired Settlement: I will be satisfied when I see my $2051 refunded to my credit card. Not some notice that it will be but that it HAS BEEN refunded.

Business

Response:

Ms. [redacted] has been refunded in full in the amount of $2051. This has been credited to the card on file. Receipt of the refund transaction has been included with this response. We apologize for any inconvenience caused by a delay in getting this refund processed. The issue began when we received a dispute from Ms. [redacted]'s Visa card's issuing bank. Upon receipt of this dispute, funds were credited to Ms. [redacted]'s card. After looking closely into the file, it was discovered that the funds were credited back to us after we responded to the dispute. Now that this issue has been brought to our attention, we are glad to be able to get it resolved. If any additional information is required, please contact our Customer Service Department.

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 seen that the refund has now appeared in my Discover Card statement and I thank the Revdex.com for all of their help in this matter.

Review: I was contacted on 9/17/2013 to purchase an extended warranty service. I was told I needed to put $695 down as a deposit. I gave my Chase Visa number account and they accidently charged two $695 payments but cancelled one of them. The following day, 9/18 I called to cancel the warranty and was told by Supervisor [redacted] I would need to cancel in writing and he mailed me the forms. I returned the signed forms priority mail, two day delivery with insurance on 9/23 with delivery date 9/25. I have the receipt for that shipment. I started calling about two weeks later and called a least 12 times before someone answered. All other calls went to voice mail and I left messages to call me, I needed my refund. Sometime in January when I called, [redacted] answered and said she would personally walk my claim to management and she was very sorry for the delay but they were very busy and I should be receiving a courtesy call in a few days to let me know my $695 refund was on its way. I called two or three times after and got the voicemail. My wife called 2/19 and spoke to [redacted] who said, again, they were very busy and there was little he could do because management in the claims department handles this but he would bring it to their attention and we would be receiving a call soon. I said I was going to contact the Revdex.com and he said, No, don't do that! You will get a call soon." That was 3 weeks ago. We are going on 6 months waiting for this refund and I am afraid I will never get my money back. We are senior citizens living on a fixed income and I feel we are being taken advantage of. I don't imagine I am the only one this business has done this to. Anything you can do to help would be very appreciated. Please help. We don't know what other steps we can take at this point. Thank you in advance for your time and consideration.Desired Settlement: Pay Chase Freedom, account the $695 or send my total refund of $695 to me and I will pay my balance to Chase Freedom.

Business

Response:

We apologize fore the delay in processing this refund. A refund has been processed in the amount of $695 on March 6, 2014. The refund has been credited to the card on file. receipt of this refund transaction has been uploaded with this response. There was some confusion regarding this transaction. The initial $695 transaction was cancelled, and it was charged again later the same day. This caused some confusion in our accounting department, since the transaction record showed that the charge had been voided (see attached receipt). Upon receipt of the complaint, we looked into the matter and realized the error. We are glad to have been able to get this matter resolved.

Consumer

Response:

I posted my comlaint on the Revdex.comureau site on 3/5/2014 because my husband, [redacted], and I had mad at least two dozen calls to Auto Protection Alliance asking for our $695 refund. We had spoken to several people but most often received voice mail and left messages the were not returned. We were contacted on 9/17/2114, tried to canel on 9/18/2014 and so began our very long and frustrating run around. We are happy to report [redacted] credit card company was repaid by this business on 3/6/2014. Whether that was due to Revdex.comureau contact or our many, many attempts to get this money back is not really the issuue here. We appreciate the Revdex.comureau for all you do to try to help consumer.

Refund to credit card company was completed on 3/6/2014.

Review: policy was cancelled in writing and mailed certified with return receipt as told received return receipt on october24,2013, but still haven't received refund when I call to gget information I can only leave message to return my call at their earliest convenvenience called 1-9-13 and was told it shouldn't be much longer, but now it is february with no refund and no returned messagesDesired Settlement: I just want my refund mailed to my current address

Business

Response:

A check had been sent to Ms. [redacted]’ previous address twice. We were not aware that she had moved. We have now sent a check to the address that she lists in her complaint, [redacted]. We apologize for the inconvenience and we are glad to have been able to get this matter resolved.

Review: I purchased a extended warranty on my vehicle 7 months ago. I cancelled my contract following all steps. A certified odometer reading, a copy of the contract and a letter stating that I wanted to cancel my contract because I no longer have the vehicle. I have spoke with just about evey customer service representative on the floor including the sales manager and the supervisor [redacted]. I have yet to receive a percentage refund check for my extended coverage. They have told me to wait 7-10 business days for a check. It's been months! I have called and called sent multiple letters and no one seems to assist me with the problem or they can not pull up my file. All they can see is the contract is canceled. Every representative transfers me to the supervisor [redacted]. He does not return me calls either. I tried to be nice and patient but seven months later I have yet to receive my money. My contract number is [redacted].Desired Settlement: All I want is my money. They can credit my account or send me a check. I want the money that I am entitled too. The contract states a refund percentage after cancellation.

Business

Response:

[redacted] was mailed a check in January, 2015, in the amount of $424.19. We have verified with our Accounting Department that the check was not cashed. We have elected to manually credit the funds directly to the Visa card on file. We have provided a receipt of the refund transaction along with this response. We apologize for the delay. We process thousands of transactions each month and occasionally things slip through the cracks. Please be advised that it may take 3-5 business days for the refund to be visible on the account. We are glad to have been able to get this matter resolved. Please contact our Customer Service Department if any additional information is required.

Review: I purchased a extended warranty for my 06 Mercedes c230 in October of 2013. I never had any work done on the vehicle. And decided to trade it in for a new car in March of 2014. When I went to cancel the policy I was informed that I needed to send in the "booklet" that came with the warranty and a mileage statement that was notarized. The vehicle was serviced by an authorized Mercedes repair shop 2 days before I traded in the car and I was told by the auto processing center to just turn in the mechanics form with the mileage. Since I've turned in the paperwork I've called on numerous occasions asking for info on my refund, and every time they acknowledge that they have received my cancelation papers and the refund is being processed. They also tell me that they will have a manager call me back. Witch I have never received a call from. On June 8th I called and they said I didn't include the mortified mileage statement in my cancelation packet. I informed the woman that I was told I can send in a mileage statement from my authorized mechanic so I sent that instead. I also told her that I traded in the vehicle and there was no way for me to get the mileage off the car now.. Again she said that she would "insure the manager will call me back" and now today it is the 21 June 2014 and I've heard nothing.Desired Settlement: I would like the auto processing center to honor their policy and refund people when they are owed a refund... This has been a very bad experience and I would caution anybody else thinking about using their service.

Business

Response:

We will gladly refund Mr. [redacted] if he will send us the required certified odometer reading or notarized affidavit of mileage from the date of cancellation (3/25/2014). We have informed Mr. [redacted] that he needs to send this into us in order for us to determine a prorated refund. The prorated refund is determined by the lesser of the remaining term or mileage, less a cancellation fee of $100 and claims paid. Without this odometer reading, the prorate cannot be calculated. As a consumer and in accordance with the mutually agreed upon contract, Mr. [redacted] does bear some responsibility to provide us with the information we need and to cancel per the terms of the contract. Once we receive this from Mr. [redacted], we will expedite the prorated refund.

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.

When I sent in the cancelation form I included a odomintor reading signed by the certified Mercedes Benz repair service center. The inspection of the vehicle was done 1 day prior to me selling the vehicle. I was told by the company that the mechanics odometer reading would be ok and I sent that in. Since then I have sold the vehicle so there is no way for me to get a reading off the vehicle now.

Regards,

Business

Response:

We have calculated a prorated refund and have credited the refund to the credit card account that we have on file. The amount of the refund is $750.84. Pl,ease close this complaint accordingly. Thank you.

Review: I received a phone call from the Auto Processing Center offering a warranty on my 2013 Ford F-150. They assured me that there was a full 30 day money back guarantee if I decided not to continue with the contract. I was skeptical from the beginning but figured that since I could cancel within the 30 days I would check it out. I paid for the full contract price which was $2,658 on Oct. 24th, 2013. After receiving the information in the mail I decided to cancel. I contacted the company and had everything sent into them by either November 17th or 19th, they have given me two different dates that they received my paper work. I've called numerous times between the middle of November and now. Every time I call, they just give me the same answer, that they are processing my refund, I had everything in on time so I will be getting a full refund, etc. I cannot get a manager on the phone or for a manager to call me back. They continue to claim they don't know why I haven't received it yet and that they will give the information to their manager to have them push it up the chain. I've been calling weekly, sometimes a couple times a week and still nothing. They have been saying since December that my refund is being processed but cannot give me anymore information than that. The last time I spoke to a customer service representative was today, February 6th and still, the same run around. No one can tell me anything, and I can't get in contact with anyone besides customer service representatives. All I'm looking for is my refund and I cannot seem to get a real answer.Desired Settlement: My refund of $2,638 and for this mess to be done and over with.

Business

Response:

We have looked into the file and credited a full refund in the amount of $2658.00. This was credited to the MasterCard account on file. Receipt of the refund transaction has been provided with this response. The reason no refund had been processed up until this point is that there was some confusion as to whether this customer had indeed cancelled. We did not receive any written notice of cancellation from the customer. The contract was simply returned without anything specifically stating that the customer would like to cancel. Now that this has been clarified, we will gladly abide by the customer's wishes and cancel the policy and issue a full refund. We apologize for the confusion and for the delay. If any additional information is required, please contact our Customer Service Manager at ###-###-####.

Review: Had warranty for my car. Traded in my car for a new one Dec.2014 and was told by the warranty company that I would receive a pro-rated (PER MILEAGE) refund for the money I paid in for the warranty. I was told to send in paperwork, which I did Jan. 2015 and then was told they received it and I would get a refund within 4 to 8 weeks. I have never gotten anything back and can not get a straight answer from them when and how much I would get back. They have told me that my check was sent on March 16th and that they had to check with accounting to see if the check was ever cashed. Never received it and now it is another 2 months from March. They transfer me to a manager [redacted] but have never gotten to talk to the man since it always goes to voice mail. I have left 3 or more messages and have never gotten a call back (which the voice message says he will get back to me) I would like to have a straight answer from these people as to when I can expect payment. I have never missed a payment and have followed all the instructions I was given. I feel I have a right to know what is going on. It has been 5 months now with NO answers. I also feel that it is very disrespectful for a company to treat someone so unfairly.Desired Settlement: I would like to have them pay me my pro-rated mileage (60,764 miles) as was told to me by the company and was in my CONTRACT. I have a copy of the contract.

Business

Response:

The prorated refund is based on the greater of the days that the contract was in force or the number of miles driven. In this case, the prorate was calculated based on the days that the contract was in force. The contract had 66% of the term remaining. A cancellation fee of $40 was also deducted from the prorated refund. The total refunded to [redacted] is $1513.64. A check was mailed to [redacted] in April. We have confirmed that this check was indeed never cashed, so we assume that she never received it. In order to make sure that [redacted] gets refunded in a timely manner, we have credited the funds directly to the [redacted] account on file. A receipt of the refund transaction has been provided with this response. [redacted] can expect to see the funds on her end within the next 7-10 business days. We sincerely apologize for any inconvenience which [redacted] may have experienced.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I have not received attached copy of anything going into my [redacted] account. Also, my [redacted] account that I had used is no longer valid since I do not have that bank any longer. I have requested that they send me another check. They will send it to me [redacted]. When I receive that check I will then either destroy the mailed check OR send it back to them. I will keep you posted. Until I receive either check, I do NOT wish to resolve this action.Thank you for your help in this matter.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regarding my complaint ID#[redacted] - against Auto Protection Alliance, LLC., [redacted]. The check sent to me to settle up my account with them BOUNCED!!You may have closed the account because I received and cashed the check $1513.64 (which now has come out of MY account and I was charged $8.00 bank fee.) They had sent me 2 checks (Fed Ex) although one was NOT signed! I sent that one back so they knew which one I cashed.I just got off the phone with [redacted] (949) [redacted] and he told me he would have to check with his accounting dept. I really didn't expect to be treated this badly. I thought they honestly wanted to make good on their promise. PLEASE HELP!!Mrs. [redacted]

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.Dear Jackie,

Review: I cancelled my policy with Auto Processing Center well within the 30 day grace period and returned it to Auto Processing per their instructions along with a letter requesting the cancellation. This was sent certified mail and received by them on 3/11/14. Since then I have been trying to find out when my will be refunded to my credit card. I have left numerous messages with the "refunds" voicemail option but have never received a response although they promise a prompt answer. I have also spoken to several customer service representatives but can't seem to get beyond the first line of defense except to another voicemail that goes unanswered. This is not a trivial amount and although I have contacted my credit card company to dispute the charges I am fearful that the money won't be returned.Desired Settlement: I would like the charges refunded to my credit card. They appeared as 2 separate charges, one for $295.00 and the second for $1,685.00 for a total of $1,980.00

Consumer

Response:

I wanted to follow up to let you know that the Auto Processing Co. has refunded my money. Thank you for any assistance you provided to make this happen.

Thank you.

I wanted to follow up to let you know that the Auto Processing Co. has refunded my money. Thank you for any assistance you provided to make this happen.