Auto Protection Department

Mr. ** purchased the product warranty from Auto ProtectionDepartment on July 29, 2015. He called out Customer Service Department to askseveral questions about the warranty on August 6, 2015. Our Customer ServiceRepresentative answered Mr. **’s questions and addressed his concerns at thatpoint in...

time. Mr. ** agreed to wait until the warranty arrived in the mail inorder to review it and call back if he had any specific questions or concerns aboutthe warranty. That was the last we heard from Mr. ** until we received awritten request for cancellation on August 19, 2015. A refund of the$495 down payment was processed less than a week later, on August 25, 2015. Areceipt for the refund transaction has been included with this response. Theadministrator for this product warranty is [redacted].That would be the company to handle any claims. According to the terms of thewarranty, Mr. ** would be able to take the vehicle to any licensed repairfacility of his choosing. Claims are paid directly to the repair facility witha corporate credit card, so there shouldn’t be any reason for Mr. **’sdealership to refuse to work with the claims administrator. We respectfully askthat the Revdex.com close this complaint as “invalid” or “information only,” since thedown payment was refunded within a week of receiving Mr. **’s cancellationrequest. Mr. ** did not attempt to contact our Customer Service Departmentregarding the cancellation prior to submitting this complaint and we feel thathis reason his reason for filing the complaint was not sound: he had noproblems in cancelling the warranty and would have received the refund of hisdown payment (his desired resolution) in any case.

Mr. [redacted] purchased a vehicle service contract from AutoProtection Department on May 8th, 2014. The administrator on thecontract (the company that handles and pays all claims) was EnterpriseFinancial Group. Mr. [redacted] did pay $639.00 into the vehicle service contractand we are not...

sure where he came up with that figure. Mr. [redacted] paid a downpayment of $195 to activate the coverage and made two monthly installmentpayments of 145.33, for a total of 485.66 paid into the contract. Mr. [redacted] wasinformed at the time of sale and during the recorded, third-party verification,that he had a 30 day grace period in which to cancel the contract and receive afull refund of the initial down payment. On August 6th, 2014, wereceived a written notice of cancellation from Mr. [redacted]. Mr. [redacted] did notinclude an ending odometer reading, and we could therefore not calculate aprorated refund. We attempted on several occasions to reach Mr. [redacted] toadvise him that we did need the odometer reading, but we were unable to reachhim. Mr. [redacted] has yet to contact our Customer Service Department regardingthis matter. In light of the complaint and in the interest of customer service,we have calculated a prorated amount based solely off of the remaining term andhave issued a refund in the amount of $351.01. Receipt of the refundtransaction has been included with this response. We ask that the Revdex.com closethis complaint accordingly.