Auto Protection Department

None of the points in the customer’s rejection are valid.Here goes:1)     Ms. [redacted] has been refunded. Cancellationinstructions are clearly outlined in the contract that was delivered to herhome address in a timely manner. Our Reps explained to Ms. [redacted] repeatedly thatshe would simply need to submit written notice.2)     Absolutely false. We can provide a transcript ora recording of the call upon request. This is not in any way how the sale waspresented. 3)      Again, afalse statement. In reality, the terms and conditions were thoroughly disclosedduring the third party verification at the end of the sales call. Ms. [redacted]stated during the verification that she understood and agreed to the terms andconditions of the contract. Recording can be provided upon request. 4)     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 it. 6)     A false statement. The representative went overthe coverage thoroughly. 7)     The complete pricing information was indeeddisclosed to and agreed upon by Ms. [redacted] during the sales call and again duringthe third party verification. The down payment, amount and number of monthlypayments and total cost were all agreed to and authorized by Ms. [redacted].8)     None of our reps ever yelled at Ms. [redacted], nordid any of our reps hang up on her. If anything, the exact opposite scenario occurred.9)     This statement is absurd beyond belief.10)  Again, another absurd statement. The number thatwe contacted Ms. [redacted] on was not on the National “Do Not Call” List at the timeof sale of the contract. We can provide records to prove this. We ask that the Revdex.com remove this complaint. These accusationsare false and completely bizarre. We have the recorded phone calls and recordsto prove this to be so. If 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” Rules. Records that will prove thatMs. [redacted] was not on the National “DNC” List when she was called. Theseaccusations 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 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]

[redacted] cancellation notice was received on December 1st,2014. This is 38 days after the date of sale, October 24th, 2014.The postmark on her notice of cancellation indicates that it was not placed inthe mail until November 26th, 2014; again, outside of the 30 daygrace period....

[redacted] actually called our Customer Service Department onNovember 17th, 2014 and stated that she could not afford thecoverage. Our Customer Service Representative was able to get a discount of$1000 off the overall cost of the contract authorized in order to make thecoverage more affordable for [redacted]. [redacted] stated to ourrepresentative that this was acceptable and that she would keep the coverage,then ended the call. Several days later, she apparently had a change of heart, butthis does not change the fact that she was outside of the 30 day grace periodwhen she did so. Contrary to what she states in her complaint, the grace periodwas clearly disclosed to [redacted] at the end of the sales call, in the contractitself and by the rep that she spoke with in our Customer Service Department. Later,when she was informed several times that a certified odometer reading would berequired, [redacted] refused to send an odometer reading in to us. The bottomline is, in the interest of customer service, we waived the requirement for Ms.Friday to send in the certified odometer reading and calculated and issued aprorated refund based solely off the days that the contract was on force. Wehave done everything in our power to satisfy our customer’s requests in thisinstance. The cancellation fee is a pass-through fee, charged to our company bythe Administrator and passed through to the customer. Our position is that theconsumer does bear some responsibility and that 30 days is ample time for acustomer to review their purchase, make a decision and provide written noticeof cancellation. Federal law is aligned with this position, as it allows thecustomer the same 30 day grace period. We apologize for any frustration that Ms.Friday may have experienced. No additional refund is due and none will beprocessed. We respectfully ask that the Revdex.com close this complaint. If there areany questions, or if any additional information is required, please contact us.

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.
While Auto Protection Department finally canceled the contract and refunded the charges, nature of my complaint about Auto Protection Department involves 10 main elements:
1) Failed to honor money-back guarantee. I have now received a payment from this company but I had to spend many hours trying to reach them on the phone and trying to understand what's required to cancel this contract.
2) A sales presentation that misrepresents the service. The service was presented as if it was a required component of my upcoming car service appointment in my local Honda dealership.
3) A sales presentation with unethical sales practices. They skipped contract commitment disclosures. Customers hate to be caught off-guard and be tied to commitments that are contained in the fine print of a deal.
4) A sales presentation with high pressure sales. They presented the offer as a limited time offer and did not allow me to seek advice from others.
5) A sales presentation that had a verbal representation not consistent with the written agreement. The contract was mentioned to cover anything that goes wrong with the car though the written contract is full of fine prints.
6) A sales presentation that failed to disclose the key conditions of the offer. The sales presentation did not disclose what was covered or what it would take to cancel this offer.
7) A sales presentation that did not disclose complete pricing information. The sales presentation mentioned there were 2 payments one of which is the 195 USD I was charged. They did not mention that the second charge was a monthly recurring payment and I had to pay over 3000 USD in total.
8) The inappropriate behavior by Customer Service personnel. The phone representatives yelled at me on the phone and they hang up on me. They refused to cancel service and did not provide cancellation instructions on the phone.
9) The Customer service failed to provide assistance. Customer service provided credentials to a website to view the contract and cancel  the service but the credentials do not work and the company’s website does not include any information and some pages redirect to websites showing explicit content and Russian online pharmacy sites..
10) Authenticity or validity of the contract is in question. I am on national do not call list and yet I have received a call from this company. This is in violation of an act of Congress, and any contract that is entered into as a direct result of an illegal act is unenforceable.
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]

Tell us why here...This complaint needs to be removed from our profileimmediately. Firstly, the charge to [redacted] card was cancelled on theday of the sale. The transaction never went through to his account. [redacted] wasnot told that he MUST purchase the product warranty. During...

the sales call, **.[redacted] went through an authorization process in order to verify that the vehicleis in good working order, without any issues that would prevent us fromoffering the warranty. At the end of the authorization process, the representativeexplained that [redacted] would either need to accept or decline the offer at theend of the call, as we typically do not accept call backs to activate thewarranty. We have this policy in order to prevent customers from calling backto purchase the product warranty after the vehicle has a breakdown. [redacted]elected to purchase the product warranty. He was advised multiple times duringthe sales call that he would have a 30 day grace period in which he couldcancel for a full refund. At the end of the sales call, [redacted] was transferredto a third-party verification agent who completed a verification of the sale.The terms, conditions, cost, grace period, etc., were disclosed to [redacted]during the verification. He stated that he understood and agreed to the termsand conditions and authorized the charge. [redacted] did call back to cancel. Hespoke to a manager and was advised that the transaction would be voided. Areceipt of the voided transaction has been provided with this response. Wewould also like to state that [redacted] number has been added to our internal“Do Not Call” list. This will not, however, prevent other companies fromcalling him with product offerings. We would advise [redacted] to add his numberto the national “Do Not Call” registry, if he does not wish to receive futureoffers. As for [redacted] belief that his information was collected “illegally”somehow, this is simply not the case. Our consumer information is obtainedcompletely legally from various consumer data compilers. All data is scrubbedagainst the national and various state “Do Not Call” lists. We apologize forany misunderstanding. We believe that there may have been a language barrierthat complicated the situation. The fact of the matter is that this complaintis not based in fact. The product warranty was cancelled the same day that itwas sold and the transaction had been voided. We did exactly as the customerasked. Therefore, we ask that the Revdex.com remove this complaint entirely.

Our company does not subcontract sales calls to any othercompany or call center. The call logs which we provided were the only callswhich our company has ever made to this customer. We 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 servicecontracts. We have to assume that Mr. [redacted] has been/is being called by atleast one (probably several) of these other companies. The scripts which thesecompanies use may sound very similar to each other and to our own, as they areoffering the same products. We can understand if this may have led Mr. [redacted] toassume that it was one company which had been calling him repeatedly. It 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 calls. We therefore respectfully ask the Revdex.com to close this complaint as“Invalid” or “Information Only.”

We are sorry that [redacted] has elected to cancel her coverage.  Accordingly, we are refunding and returning her entire down payment.  A copy of the refund check is attached.

[redacted]They have also called me from Alabama. I asked them how they keep calling me from different phone numbers and they said that they have outbound callers who use rotating phone numbers.When I ask to get transferred to their supervisor, they always transfer to the same center...

back in Orange County: [redacted]

Firstly, we want to apologize to Mr. [redacted] for any
frustration or inconvenience that he may have experienced. Mr. [redacted]’s number
was already on our internal “Do Not Call’ list when we received this complaint.
There are dozens of other businesses calling...

consumers in this industry. Mr.
[redacted] can rest assured that he will never receive a call from our company
again; however, we cannot stop any other companies from calling. We would
advise Mr. [redacted] to register his number on the National “Do Not Call”
Registry. Here’s a link to register his number:
https://www.donotcall.gov/register/reg.aspx
This will prevent companies from soliciting him in the
future. Please note that companies are required to update their records every
30 days; so it may take up to a month for the calls to stop completely. As one
of the largest providers of vehicle service contracts in the country, consumers
are often under the assumption that we are the only company calling them and
that we are doing it repeatedly. We have found out that there are other, less
reputable, companies that are willing to go so far as to use our name and our
sales script to call customers. We are currently in the process of tracking
down these other firms. Any information that Mr. [redacted] could provide us with,
such as the phone numbers he is being called from, would be most helpful. If he
wishes to, he can contact our Compliance Manager directly at  (714) 766-7275.

On May 15th, 2015, Ms. [redacted] authorized a $495down payment and 18 monthly installments for the purchase of a product warrantyfrom Auto Protection Department. Ms. [redacted] first contacted our CustomerService Department on June 16th, 2015, 2 days outside of the 30 daygrace period provided by federal...

law. When our representative explained to Ms.[redacted] that she was outside of the 30 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 place. Thiscontradicted 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 satisfaction. Ms. [redacted] abruptly ended thephone call when she was told the sales rep who set up the warranty was notavailable at that time. Ms. [redacted] called our Customer Service Department againon June 22nd, 2015. 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 notice. Ms. [redacted] then stated that shesent written notice on the 16th as well. The representativeexplained that we had received neither notice that Ms. [redacted] claimed to havesent. At that point, Ms. [redacted] abruptly ended the second phone call. At 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 $495.00 downpayment. A receipt of the refund transaction has been provided with thisresponse. We ask that this complaint be closed accordingly.

Our call records indicate that the only date that ourcompany ever contacted Mr. [redacted] was on December 31st, 2014. Therewere no calls made to that number prior to this date and none made since. Acopy of our call records for this phone number has been provided with thisresponse. Mr....

[redacted]’ number has been added to our internal “DoNot Call” list. We have to assume that Mr. [redacted] is being contacted by one ormore other companies that sell vehicle service contracts. We would advise Mr.[redacted] to add his phone number to the National Do Not Call Registry. He can doso here, in three simple steps:[redacted]We respectfully ask that the Revdex.com remove this complaint fromour profile, as we have proven that it is not our company which has beencalling Mr. [redacted] and the complaint is therefore invalid. If any additionalinformation is required, please don’t hesitate to contact us.

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.
My complaint was not about having to pay a down payment for extending warranty. My complaint was the manner in which he spoke to me.  It was completely unprofessional and he did not need to curse at me nor call me names.  The general manager of this company cursed me out because I told him that I needed to contact my husband regarding making a deposit. He then proceeded to tell me I did not need to contact my husband because I didn't need to contact y husband anytime I spend money. He got very nasty with me and I feel like this needs to be corrected. I also see that my complaint was not the first complaint to its potential customers. I felt very discriminated by this man for being a female and wanting to discuss things with my husband.
Regards,
[redacted]

This customer’s number has been added to our internal “DoNot Call” list. We would advise Mr. [redacted] to register his number...

on thenational “Do Not Call” registry. We can assure Mr. [redacted] that our company willnever call him again, but we cannot stop other companies from calling. If 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 accordingly. Thank you.

Firstly, Mr. [redacted] is quoting thepayment plan agreement; not the product warranty. And the part of the paymentplan agreement which he is referring to is quoted incompletely and incorrectly.Please see the corrected quote below, taken directly from the customer’spayment plan...

agreement (the pertinent section has been underlined):CANCELLATION BYPURCHASER: Purchaser has the right to cancel the Contract at any time.Purchaser may cancel the Contract by (i) contacting the Seller or Administratorand informing such party of Purchaser’s intent to cancel the Contract, or (ii) consultingthe Contract booklet for the specific steps required for cancellation.The payment plan clearly statesthat the customer may contact the seller or administrator to let them knowhe/she wants to cancel or refer to the booklet for the specific steps required for cancellation. Mr. [redacted] contacted ourCustomer Service Department on June 24th, 2015, stating that hewished to cancel the product warranty. Our Customer Service Representative didinform Mr. [redacted] at that time that he would need to send written request inorder to cancel the product warranty. In fact, our Rep advised Mr. [redacted] to referto the first paragraph on page 7 of the booklet, section number “9,” for the specific steps required for cancellation,which reads as follows: 9. CANCELLATION PROCEDURE: If You are not satisfied with theperformance of the Enhanced Protector 5/100 product, the paid purchase price ofthe Enhanced Protector 5/100 product will be fully refunded, and this limitedproduct warranty will terminate, upon your written request postmarked withinthirty (30) days of the date of sale, and sent via regular mail to Yourselling agent listed on the Declarations Page. After thirty (30) days, Yourcancellation refund shall be calculated on a prorata basis based on the numberof unused scheduled applications. You are required to request cancellation, inwriting, to Your selling agent listed on the Declarations Page.Mr. [redacted] did send writtenrequest, as instructed in the product warranty booklet. The written request waspostmarked outside of the 30 day grace period; therefore no refund is due inaccordance with the terms of the agreement. The amount to be deducted from theamount paid into the product warranty is equivalent to 20% of the total price,based on the number of remaining, unused scheduled product applications. Weapologize for any confusion and we are glad to have been able to clarify thismatter. We respectfully ask that the Revdex.com close this complaint, as we are actingin accordance with the terms of the agreement.

We have attached a response to this complaint and included an explanation of how prorated refunds are calculated. Please see attached. Thank you.

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.
Many of the items in the response from the company are not true. I NEVER used any foul language. I agree I was agitated and I still feel that I was scammed. [redacted] was extremely rude and disrespectful. He was also very loud, my daughter could hear him in the next room. Also, I did not hang up on [redacted], I said goodbye and then disconnected. I sent the cancellation info on June 30th. 
Regards,
[redacted]

Hello [redacted],
 
I’m writing in regards to complaint number [redacted] that was closed as “unresolved.” Mr. [redacted] filed a complaint in order to receive his full refund of $295.00. In his completion of following our cancellation policy properly, we had issued him a refund on August 26, 2015. Attached is his sales receipt on the original date, and also attached is the receipt of his refund on August 26.  There is nothing that customer has to do on his end. His policy was cancelled, and his refund was issued. I apologize that we did not send in a response to you sooner, so please let me know if there is anything left that we need to do on our end. Thank You.

Hello [redacted], I’m writing in regards to complaint number [redacted] that was closed as “unresolved.” Mr. [redacted] filed a complaint in order to receive his full refund of $295.00. In his completion of following our cancellation policy properly, we had issued him a refund on August 26, 2015. Attached is his sales receipt on the original date, and also attached is the receipt of his refund on August 26.  There is nothing that customer has to do on his end. His policy was cancelled, and his refund was issued. I apologize that we did not send in a response to you sooner, so please let me know if there is anything left that we need to do on our end. Thank 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.  The business has performed this action, and consider this complaint resolved.
Regards,
[redacted]