Auto Protection Department

Revdex.com:If it's not them, it's someone claiming to be them 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, [redacted]

Im not sure if this is the correct email address , but I just wanted to send a Note telling Revdex.com that I was able to resolve the dispute

Revdex.com: 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 Hello [redacted] ,I just spoke with your Revdex.com San Diego office about replying to the merchants response on my complaint (# [redacted] )I would like to respond as follows:“The business reply is misleading and I have not received a refund checkTheir response refers to instructions in their contract guide on how to terminate a policy “in force” rather than how to cancel a policy before activationThe company’s (Auto Protection Department) salesperson and payment processor both informed me that I had days to review the policy and cancel with full refund of my down-payment BEFORE the first of several installment payments and policy activation (“in force”)The company provided a number to call for questions or to cancelHowever, my calls are not answered by the company, rather forwarded to the installment payment processing company ( [redacted] group)NOTE that the company’s phone number on the Revdex.com website is the sameBoth [redacted] and the warranty policy underwriter ( [redacted] ) tell me that the company (Auto Protection Department) has gone out of businessI would not have purchased the warranty without the option to cancel with full refundIt is a deceptive business practice to not fulfill the terms of sale.” I am happy to answer any questions you may haveThank you, [redacted] Regards, [redacted]

Mr [redacted] purchased a vehicle service contract from us on June 5th, At the end of each sales call, each customer must go through a recorded, third-party verificationDuring the verification, the first thing the customer must do is to confirm his or her identity and basic information (phone number, mailing address, etc.)Next, the terms and conditions of the contract are disclosed (the type of plan, the name of the administrator, the contract term, grace period, cancellation procedures, etc.) When asked if he or she understands the terms and conditions, the customer must answer with a clear verbal “yes” response, in order to proceedThe customer must then authorize the down payment and monthly payments, if applicableThe fact of the matter is, the terms and conditions were disclosed to Mr [redacted] at the end of the original sales call, including cancellation proceduresMr [redacted] stated that he did indeed understand and agree to the terms of the contractA transcript or recording of the verification can be provided to the Revdex.com upon requestMr [redacted] was given immediate online access to the written contract and a copy was delivered to his home address on June 12th, 2014, according to USPS trackingWe apologize for any confusion, but the contract simply requires that the customer send in written notice, in order to cancelThe notice in writing is required in order to release our company and the administrator from any future liability for claims made against the contractWithout proof in writing of the customer’s cancellation, we may be liable for claims made against the contract years laterMr [redacted] did not get his written notice into us until July 29th, This is well outside of the day grace period in which he would qualify for a full refund Mr [redacted] neglected to include an ending odometer reading, so a prorated refund could not be accurately calculated; however, based on the days in force, less the cancellation fee of $150, no refund would be due in this instance, according to the terms of the contractIn good faith and for the sake of customer service, we have elected to process a full refund in the amount of $Receipt of the refund transaction has been included with this response We want to apologize for any misunderstanding, but we would advise Mr [redacted] to pay closer attention to the details, the next time he decides to employ a company to provide him with a product or serviceWe ask that the Revdex.com close this complaintThank you

We apologize for any inconvenience that Mr [redacted] may have experiencedHis number was already added to our internal “Do Not Call” list He will not be called by our company again; however, other companies may continue to call himWe would advise Mr [redacted] to register his phone number with the National “Do Not Call” Registry, if he does not wish to receive product offerings in the future

Revdex.com: 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 belowI reject there response regarding there cancelation agreement, As of June I called to cancel this warranty and was never told to write a written cancellation, I was waiting for my refund on the down payment of $which was never received, on July 3rd 2015, spoke with there costumer service (which I do have the costumer servicer's name but will not post it unless requesting her name over the phone) and immediately was told by the costumer service rep to send a written cancellation request which I did,went over to the post office and sent the letter with a certified return receipt posted on 07/03/at 3:PM, I called at 4:PM talked to the same costumer service rep and told her that I have mailed her the letter of cancellation which she replied "ok"Also stating on the cancellation on purchaser it states " purchaser has the right to cancel the contract at anytimePurchaser may cancel the contract by (i) contacting the seller or administrater and informing such party of purchasers intent to cancel the contract." Which I had the intent on 6/24/to cancel the contract which was by phoneI have all documents, phone calls time and dates, and also the the booklet where it states all the the cancellation agreement on pgP.SI recently had a stroke, my doctor says I should not have any stress at this time, I want this matter settled at once Sincerely yours truly, Mr [redacted] Regards, [redacted]

We apologize if there was any misunderstanding on behalf of [redacted] , but his cancellation occurred outside of the day grace periodand his refund was therefore a prorated refund, rather than a full refund [redacted] purchased the contract on November 13th, His notice cancellation was not received until December 15th, This is outside of the day grace period allowed by law and disclosed to [redacted] [redacted] was advised by our Customer Service Department that if his cancellationwas received within days, he would receive a full refund; otherwise therefund would be prorated and subject to any cancellation fees outlined in thecontractA $cancellation fee was passed through from the administrator ofthe contract and the remainder was the prorated amount calculated using theending mileage provided by [redacted] In order to cancel the contract, [redacted] simply needed to follow the instructions in the contract booklet thatwas delivered to [redacted] in NovemberThe contract states the followingregarding cancellation:“FCancellationProvisions You may cancel this Contract at anytime by returning it to UsAcurrent certified odometer statement indicating theodometer reading at the date of the request for cancellation will be required.”The fact is that [redacted] did not return the contractwithin the first daysHowever, in the interest of customer service and inlight of [redacted] ’ misunderstanding, we have refunded the remaining $135.72.A receipt of the refund transaction has been provided with this responseTherefund should be visible on [redacted] ’ account within the next three to fivebusiness daysWe would advise [redacted] that, in the future, he may wish toreview his future purchases in a timelier manner; in order to avoid this typeof situationIf any additional information is required, please contact usWeask that the Revdex.com close this complaint accordingly

Revdex.com: 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 belowHello [redacted] , I just spoke with your Revdex.com San Diego office about replying to the merchants response on my complaint (# [redacted] ) I would like to respond as follows: “The business reply is misleading and I have not received a refund checkTheir response refers to instructions in their contract guide on how to terminate a policy “in force” rather than how to cancel a policy before activationThe company’s (Auto Protection Department) salesperson and payment processor both informed me that I had days to review the policy and cancel with full refund of my down-payment BEFORE the first of several installment payments and policy activation (“in force”)The company provided a number to call for questions or to cancelHowever, my calls are not answered by the company, rather forwarded to the installment payment processing company ( [redacted] group)NOTE that the company’s phone number on the Revdex.com website is the sameBoth [redacted] and the warranty policy underwriter ( [redacted] ) tell me that the company (Auto Protection Department) has gone out of businessI would not have purchased the warranty without the option to cancel with full refundIt is a deceptive business practice to not fulfill the terms of sale.” I am happy to answer any questions you may have Thank you, [redacted] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I reject the response of the business in the public interest for the following reasons- The business did contact me in June to inform that the plan was cancelledBut told me that it would take 3-weeks for the refund to processThis is the reason I waitedI decide to give them additional weeks because as a business they were quick to take my money (processed credit card and signed me up over the phone the same day) but were very slow and difficult to cancel ( I had to speak to multiple customer representatives none of whom were knowledgeable about the cancellation process) I tried to reach the agent who signed me up but she had given me an incorrect extensionThey refused to connect me to the signing agent When I did make contact in early August to enquire about the refund I was told that the refund had already been processedWhen I informed that I had not received the promised refund I was told that they had to check with the manager and will contact me back the same weekThey did not I then called them again the following week to check what had happened to my refundI received the same response againThere was no record of my previous inquiryThe customer service agent again said that they have to check with the managerI told them that this was my second time checking and that nobody had got back to me and insisted on talking to the managerI was transferred to the manager and left a voice mailI did not receive a call back I then had to contact my credit card company to dispute the transactionThey promised me an immediate refund It is only after all this that I made a complaint to the Revdex.com Even though they have now given me a refund, I prefer that the complaint be available in the public domain for other customers to know how this business treats its clients Regards, [redacted]

On May 15th, 2015, Ms [redacted] authorized a $495down payment and monthly installments for the purchase of a product warrantyfrom Auto Protection DepartmentMs [redacted] first contacted our CustomerService Department on June 16th, 2015, days outside of the daygrace period provided by federal lawWhen our representative explained to Ms[redacted] that she was outside of the day grace period and that she would needto send written notice in order to cancel the warranty, Ms [redacted] claimed thatshe had never received the warranty booklet in the first placeThiscontradicted a statement that she had made earlier on the same phone call, inwhich she mentioned that she was cancelling because she had reviewed thewarranty and it was not to her satisfactionMs [redacted] abruptly ended thephone call when she was told the sales rep who set up the warranty was notavailable at that timeMs [redacted] called our Customer Service Department againon June 22nd, During this call she stated that she had mailedwritten notice on June 9th and wanted to know if we received that.The representative pointed out that the first time that Ms [redacted] called ourCustomer Service Department was on June 16th and at that time shehad stated that she had never received the warranty booklet and that she wasunaware that she needed to send written noticeMs [redacted] then stated that shesent written notice on the 16th as wellThe representativeexplained that we had received neither notice that Ms [redacted] claimed to havesentAt that point, Ms [redacted] abruptly ended the second phone callAt thetime of this response, we have yet to receive written notice of cancellationfrom Ms [redacted] Based on the terms and conditions of the warranty, Ms [redacted] does not qualify for a refund of her down payment; however, in the interest ofcustomer service we have elected to process a full refund of the $downpaymentA receipt of the refund transaction has been provided with thisresponseWe ask that this complaint be closed accordingly

Revdex.com: 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, [redacted] ***

Dear Revdex.com, Our company ceased making outbound calls or sales of any kind as of August 31, Mr [redacted] should try to identify the company(-ies) that are making calls to him, because it is not us Sincerely, Auto Protection Department

Our company does not subcontract sales calls to any othercompany or call centerThe call logs which we provided were the only callswhich our company has ever made to this customerWe have also verified thatthe customer’s phone number was not on the National Do Not Call Registry at thetime that this complaint was submitted, nor was the number on any state “DNC” registries.There are dozens of other companies nationally which sell vehicle servicecontractsWe have to assume that Mr [redacted] has been/is being called by atleast one (probably several) of these other companiesThe scripts which thesecompanies use may sound very similar to each other and to our own, as they areoffering the same productsWe can understand if this may have led Mr [redacted] toassume that it was one company which had been calling him repeatedlyIt may infact be the case that Mr [redacted] has been called by the same company repeatedlysince January; however, as our phone records indicate, it is not our firm makingthe callsWe therefore respectfully ask the Revdex.com to close this complaint as“Invalid” or “Information Only.”

Mr [redacted] simply did not send an email on 5/29/Mr***sent us phone records which indicate that he did indeed call us on 5/29/2015.He called three times, between 6:and 7:00pm PST, about three hours after ouroffice closedThere were no voicemails leftEven if there was a voicemail, itwould not change the fact that Mr [redacted] did not submit written notice until thefollowing Monday, 6/1/Mr [redacted] simply neglected to cancel within thegrace periodThe warranty booklet clearly states on page 7, first paragraph(we have underlined the pertinent portion):“CANCELLATION PROCEDURE: If Youare not satisfied with the performance of the Enhanced Protector 5/product,the paid purchase price of the Enhanced Protector 5/product will be fullyrefunded, and this limited product warranty will terminate, upon yourwritten request postmarked within thirty (30) days of the date of sale, andsent via regular mail to Your selling agent listed on the Declarations Page.After thirty (30) days, Your cancellation refund shall be calculated on aprorata basis based on the number of unused scheduled applicationsYou arerequired to request cancellation, in writing, to Your selling agent listed onthe Declarations Page.”A transcript or recording of the third-party verificationwhich Mr [redacted] submitted to at the end of the sales call can be provided uponrequestDuring the verification the terms and conditions of the warranty aredisclosedMr [redacted] stated on that recording that he understood and agreed tothese terms and conditionsNo refund is due to Mr [redacted] under the terms ofthis warrantyHowever, in the interest of customer service, we have refundedhim anywayReceipt of the refund transaction has been provided with thisresponseWe ask that the Revdex.com close this complaint accordingly

None of the points in the customer’s rejection are valid.Here goes:1) Ms [redacted] has been refundedCancellationinstructions are clearly outlined in the contract that was delivered to herhome address in a timely mannerOur Reps explained to Ms [redacted] repeatedly thatshe would simply need to submit written notice.2) Absolutely falseWe can provide a transcript ora recording of the call upon requestThis is not in any way how the sale waspresented3) Again, astatementIn reality, the terms and conditions were thoroughly disclosedduring the third party verification at the end of the sales callMs***stated during the verification that she understood and agreed to the terms andconditions of the contractRecording can be provided upon request4) As we addressed in our original response, we didnot present this as a “limited time offer.” And, yes, we are perfectly willingto provide a recording of the sales call upon request.5) The sales rep did not at any time state that“anything that goes wrong with the car would be covered.” That is a bold facedlie; and we are willing to provide the recorded call to prove it6) A statementThe representative went overthe coverage thoroughly7) The complete pricing information was indeeddisclosed to and agreed upon by Ms [redacted] during the sales call and again duringthe third party verificationThe down payment, amount and number of monthlypayments and total cost were all agreed to and authorized by Ms***.8) None of our reps ever yelled at Ms***, nordid any of our reps hang up on herIf anything, the exact opposite scenario occurred.9) This statement is absurd beyond belief.10) Again, another absurd statementThe number thatwe contacted Ms [redacted] on was not on the National “Do Not Call” List at the timeof sale of the contractWe can provide records to prove thisWe ask that the Revdex.com remove this complaintThese accusationsare and completely bizarreWe have the recorded phone calls and recordsto prove this to be soIf the Revdex.com requests, we can provide the recording of both the sales call andthird-party verification, as well as phone records and records to show ourcomplete compliance with the National “DNC” RulesRecords that will prove thatMs [redacted] was not on the National “DNC” List when she was calledTheseaccusations may be enough to be considered libel and we therefore ask that theRevdex.com remove this complaint entirely

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The company replied that they sent me a refund checkHOWEVER, it bouncedMy bank says the reason is that the account is closed.Would you note this on the case and please change the status to UNRESOLVED Regards, [redacted]

[ Revdex.com: 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, [redacted]

This customer’s number has been added to our internal “DoNot Call” listWe would advise Mr [redacted] to register his number on thenational “Do Not Call” registryWe can assure Mr [redacted] that our company willnever call him again, but we cannot stop other companies from callingIf Mr[redacted] wishes to no longer receive solicitations from companies, he wouldsimply need to register his number here: https://www.donotcall.gov/Register/Reg.aspxWe are glad to have been able to get this resolved and askthat the Revdex.com close this complaint accordinglyThank you

Revdex.com: 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.While I am disappointed that I will not be receiving a full refund, I learned my lesson and will never give out information to scam organizations like Auto Protection Department in the future Regards, [redacted] ***

Our records indicate that the second number listed by Ms[redacted] was indeed called by our companyIt was called only onceIn October ofIt was added to our internal “Do Not Call” list at that pointTheNational “Do Not Call” registry indicates that both of the numbers listed byMs [redacted] are indeed on the National “DNC” listThey were both added in May ofUnfortunately, Ms [redacted] is mistakenAs we stated in our originalresponse, our company has not been calling Ms***We do not own the numberthat is showing up on her caller IDWe’re sorry, but there is no way for us tostop any other companies from continuing to call herThe calls should stop,however, since her numbers have been added to the National “DNC” list in LateMayIf the company(s) calling Ms [redacted] are in compliance with the “DNC”rules, the calls will only continue for a maximum of days after the datethat she registered her numberAgain, we respectfully ask that the Revdex.com removethis complaint, as it is directed at the wrong companyWe can provide phonerecords to prove this, upon requestWe would like to wish Ms [redacted] the bestof luck in her pursuit of the identity of the company that has actually beencalling herIf there are any questions or if any additional information isrequired, please don’t hesitate to contact us