Auto Protection Department

Revdex.com: I believe this matter was resolved solely because the Revdex.com became involvedThe supervisor, ***, that I had left multiple messages for was anything but professionalI am thankful the Revdex.com is there to support and assist with difficult situations such as theseI have my refund and I will have to be satisfied with that 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 have just a couple of final responses to this business who obviously don't really care about keeping customers happy and referrals to others, good or bad -- I find it a convenient excuse to use the received/post date on my cancellation letterAfter it is put in the mailbox (which was before the 26th, it was out of my controlDid I mention that was Thanksgiving week? Could that have had anything with the mail? $seems a pretty high price to pay for a letter being late by days, AFTER it was already cancelled in the computerDoesn't it? Even at that, taxes and voting dates use the post marked date on the envelope so people actually get the full deadlineIF this company was up to date in the usage of electronic communication ie: email, fax, or even a scanned copy of the original document of cancellation, this wouldn't even be an issue(Interestingly enough, Legal Release of Information for use in Medical, Mental health, school, or legal services are legal to be faxed or scanned.) In reading other complaints, this isn't the first time a cancellation arrived "too late" yet the full refund was grantedWhy am I any different? --I have no problem taking responsibility for my actions of not understanding that the letter had to BE THERE before the 26th, not mailed by then, which it was by the 24th In talking to the rep, I understood it had to be in the mail before the 26thOBVIOULSLY I would have paid for next day air, which just means more $ out of my pocket to get my full 30-day review period from this company -- I didnt "refuse" to send in a certified odometer readingI was informed of this months after my letter had been sentThere was no communication from this company regarding my cancellation letter being late, until I called to find out why it hadn't been processed By that time, I couldn't get an accurate reading for December I thought it was a rediculous request now months laterThe contract was never in force, as I was told it was cancelled pending receipt of my letter, so no further payments or services were ever rendered I attempted to call [redacted] , the parent company to complain, and I wasnt a customer yet so they referred me back to Auto Protection Finally, I believe that a company should practice true customer service if they want to build or keep a businessI know from working in Customer Service that there are ALWAYS exceptions to the ruleIn the world of electronic communication, it should be MUCH easier to communicate with every companyNO customer should ever be talked down to or belittled by customer service representatives, much less a Manager I really hope this can get resolved with the rest of my refund of $being granted Regards, [redacted]

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

I’m responding to a complaint filed as # [redacted] On August 27, we sent a check to Mr [redacted] for his full refund amount of $1,Our bank records show that he has deposited it, which means that his desired resolution for this complaint has been fulfilledHis policy has been officially cancelledPlease close this complaint, or let me know if there is anything else that is needed to be done in our endThank you so much [redacted] ** | Auto Protection Department | Lead Services, LLC [redacted] | [redacted] ***office: [redacted] | cell: [redacted] email: [redacted]

On November 11th, 2014, Mr [redacted] purchased a vehicle service contract from the Auto Protection DepartmentMr [redacted] went through a recorded verification and authorized the down payment of $on November 11th, 2014, at 1:50pm, PSTMs [redacted] , who shared a joint /> account with Mr [redacted] called our Customer Service Department to find out what the charge was and complain that the charge was not authorized on the same date at approximately 2:30pm, PSTMs [redacted] stated that she did not authorize the charge and insisted that Mr [redacted] would not have authorized the charge eitherWe advised Ms [redacted] that we would need to speak to Mr [redacted] in order to cancel the contract and void the chargeMr [redacted] called our office at around 3:15pm, PSTPer Mr [redacted] ’s request, we cancelled the contract and voided the down payment chargeThe charge was voided on November 11th, at exactly 3:33:16pm, PSTMr [redacted] was advised that the charge may show on his account as “pending” for a matter of daysThere is no way to avoid thisMs [redacted] called once more, demanding that the charge disappear immediatelyWhen she was advised that it was not possible to remove the charge immediately, but that it would not get past “pending” on the account, she abruptly ended the call

Tell us why here...This complaint needs to be removed from our profileimmediatelyFirstly, the charge to [redacted] card was cancelled on theday of the saleThe transaction never went through to his account [redacted] wasnot told that he MUST purchase the product warrantyDuring 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 warrantyAt 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 thewarrantyWe 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 warrantyHe was advised multiple times duringthe sales call that he would have a day grace period in which he couldcancel for a full refundAt 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 verificationHe stated that he understood and agreed to the termsand conditions and authorized the charge [redacted] did call back to cancelHespoke to a manager and was advised that the transaction would be voidedAreceipt of the voided transaction has been provided with this responseWewould also like to state that [redacted] number has been added to our internal“Do Not Call” listThis will not, however, prevent other companies fromcalling him with product offeringsWe would advise [redacted] to add his numberto the national “Do Not Call” registry, if he does not wish to receive futureoffersAs for [redacted] belief that his information was collected “illegally”somehow, this is simply not the caseOur consumer information is obtainedcompletely legally from various consumer data compilersAll data is scrubbedagainst the national and various state “Do Not Call” listsWe apologize forany misunderstandingWe believe that there may have been a language barrierthat complicated the situationThe fact of the matter is that this complaintis not based in factThe product warranty was cancelled the same day that itwas sold and the transaction had been voidedWe did exactly as the customeraskedTherefore, we ask that the Revdex.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 resolvedWhile 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] ***

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 resolvedThank you guys for helping resolve this problemI saw their response on Revdex.com website to my complaintPlease keep my complaint on file as this is what actually happened to me with this companyI had called in and see if my account was canceled on 6-1-15, rep tells me it was not and I would have to send a letter requesting cancellationI asked for [redacted] to see what was going on, but I would always get a he's on the phone right now responseI called again right before their closing hours and again he's unavailable, however this time they claim to see my complaint on Revdex.com and decided to proceed with my request to cancelNow I am waiting for them to credit back the deposit.Again, Thank you guys so much for helping meWithout you guys I would still be hassling with this company's lies and attempts to get money out of this.Thank you Regards, [redacted] *

I’m responding to a complaint filed as # [redacted] On rgb(204, 204, 204);">August 27, we sent a check to Mr [redacted] for his full refund amount of $1,Our bank records show that he has deposited it, which means that his desired resolution for this complaint has been fulfilledHis policy has been officially cancelledPlease close this complaint, or let me know if there is anything else that is needed to be done in our end Thank you so much [redacted] ** | Auto Protection Department | Lead Services, LLC [redacted] | [redacted] office: [redacted] | cell: [redacted] email: [redacted]

This complaint is completelybaseless and we ask the Revdex.com that it be removed immediatelyMs [redacted] is not“out” any moneyMs [redacted] has been refunded by our company in full in theamount of $A check was, in fact, sent to her via FedEx overnightWehave included a copy of the cancelled check as it shows in our company’s onlinebank account portalThe FedEx tracking number is [redacted] We have alsoincluded a screenshot showing the delivery confirmation from FedExIn reality,since Ms [redacted] stopped payment on the original check for the down payment and cashed the refund check we sent toher, Ms [redacted] ended up receiving a total of $544.26, having only paid 349.26into the contractMs [redacted] purchased a vehicleservice contract from us on November 7th, She submitted to arecorded, third-party verification during which the terms and conditions weredisclosed to herShe stated on recording that she agreed to the terms andconditions and authorized the charges to her accountA recording or transcriptof the verification can be provided upon requestThe fact that Omnisure wouldbe processing the monthly payments was also disclosed during the verification.On November 12th, 2014,Ms [redacted] called to inform our Customer Service Department that she wished tocancel the contractMs [redacted] was given access to the vehicle service contractonline and was advised to follow the instructions for cancellation in thecontract, as the procedures for cancellation vary slightly depending on theadministratorIt typically simply requires that notice of cancellation besubmitted by the customer in writingMs [redacted] ended the callOn November 21st, 2014,Ms [redacted] called in to our Customer Service Department againShe seemed upsetand was transferred to one of the managers in our Customer Service Department,Mr [redacted] Mr [redacted] spoke with Ms [redacted] and again explained that shewould simply need to follow the instructions in the contract, which reads asfollows:“Page of XI: Cancellation To request cancellation, please send a request forcancellation to OUR address within days of the requested cancellation date.The request shall include YOUR contract number, name, address, reason for cancellation,and certified odometer statement.”Mr [redacted] asked that Ms***simply submit a request in writing in order for us to process the cancellation.He provided Ms [redacted] with an email address and asked that she send writtenrequest to his email addressRather than comply with the simple request for anemail, Ms [redacted] insisted that she was explicitly told by the salesrepresentative that she would be “cancelled immediately over the phone” and sherefused to send an emailMr [redacted] then explained to Ms [redacted] that he wouldhave our Compliance Department listen to the sales call to determine whether ornot this was the caseHe advised her again to simply send an email so he couldget the cancellation processedMs [redacted] ended the callShe never followed upwith the requested email.Our Compliance Department auditedthe phone callAt no time was there any sort of misrepresentationRegardingcancellation, the representative’s exact words were: “If you ever decide thatyou want to cancel the contract, just call our Customer Service Department andthey’ll walk you through the process.” Which is exactly what our CustomerService Department didThey explained to Ms [redacted] exactly what she needed todo to cancel and attempted to make it as easy as possible to do soOn December 10th, 2014,Ms [redacted] called in irate because a monthly payment had been processed and thecontract had yet to be cancelledShe insisted that Mr [redacted] had told her onthe 21st of November that the contract would be cancelled and thatshe would be receiving an immediate refundThis was not the caseAsreferenced above, Mr [redacted] was waiting for an email from Ms [redacted] in orderto process the cancellationLater that same day, our ComplianceManager, Ms***, contacted the administrator of the contract to advise themthat Ms [redacted] was refusing to send anything in writing, and was able to getauthorization to make an exception to cancel the contract without writtennoticeMs [redacted] then contacted Ms [redacted] to inform her that the contract hadbeen cancelledIn the interest of customer service, we had also elected to“flat-cancel” the contract and issue a full refund to Ms***, even though shewas outside of the day grace periodWe also took the extra step of sendingthe refund check to Ms [redacted] via FedEx overnight deliveryThe consumer does have to bear someresponsibilityIt is not at all unreasonable to ask for written notice from acustomer in order to cancel a vehicle service contractThis is needed in orderto release the administrator from liability for future claims against thecontractWe sell vehicle service contracts administered by nationallyrecognized administrators of vehicle service contractsWe are not “runningsome kind of scam.” Ms [redacted] could have avoided much apparent headache andfrustration had she simply followed the instructions for cancellation in thecontract (the terms and conditions of which she agreed upon) rather than refuseto comply with the simplest of requestsThe bottom line is, there wasabsolutely no misrepresentationWe provided Ms [redacted] with the product exactlyas it was describedOur company did everything we could to facilitate Ms.***’s request for cancellationIn the end, our company went above and beyondto make sure that Ms***’s requests were metIn the end, Ms [redacted] received$more than she had paid towards the contract, due to the fact that she bothstopped payment on the down payment check and cashed a full refund check thatwe had sentPlease close this file accordingly

We are not sure why Ms [redacted] felt the need to write acomplaintThe fact that this is a product warranty is very clearly explainedseveral times during the sale and disclosed again during the recordedthird-party verification at the end of the sales call; so we are not sure howMs [redacted] could have failed to anticipate receiving the product in the mail.The warranty does not cover “damage from the oil additive,” but failure of anyof the systems/components listed as covered components in the warrantyMs [redacted] was informed that she had a day grace period in which she could cancel toreceive a full refundHer cancellation notice was received and the warrantywas cancelled effective the date of the postmark on her written notice, June 4th,The down payment was refunded on June 12th, A receipt ofthe refund transaction has been provided with this responsePlease close thiscomplaint accordingly

If Mr [redacted] has contacted American Express and has initiated a chargeback, then he will be issued a temporary credit by American Express for the full amount of the chargeIn the interest of customer service and for simplicity’s sake, we will not be sending a rebuttal for the chargebackWe will simply respond with the receipt of the credit that has already been issuedAmerican Express will then simply credit Mr [redacted] the differenceWe do understand that, try as we might, some customers are impossible to satisfyMr [redacted] has been credited the remaining funds by American Express, we will not be responding to the dispute Please close this complaint accordinglyThank you

Firstly, we want to apologize to Mr [redacted] for any frustration or inconvenience that he may have experiencedMr [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 industryMr [redacted] can rest assured that he will never receive a call from our company again; however, we cannot stop any other companies from callingWe would advise Mr [redacted] to register his number on the National “Do Not Call” RegistryHere’s a link to register his number: https://www.donotcall.gov/register/reg.aspx This will prevent companies from soliciting him in the futurePlease note that companies are required to update their records every days; so it may take up to a month for the calls to stop completelyAs 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 repeatedlyWe 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 customersWe are currently in the process of tracking down these other firmsAny information that Mr [redacted] could provide us with, such as the phone numbers he is being called from, would be most helpfulIf he wishes to, he can contact our Compliance Manager directly at (714) 766-

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 meI would like to note that it was the same company that called me on numerous occasionsPerhaps they "lost" that data when their "system went down." It is also interesting to note that they did not call my home or mobile numbers, since both are already registered on the Do Not Call listThe number they did call was my work number, which I can not register since the line does not belong to meI do accept their response, and I will wait for the business to perform this action and, if it does, will consider this complaint resolved 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 belowMy complaint was not about having to pay a down payment for extending warrantyMy 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 depositHe 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 moneyHe got very nasty with me and I feel like this needs to be correctedI also see that my complaint was not the first complaint to its potential customersI felt very discriminated by this man for being a female and wanting to discuss things with my husband 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]

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 trueI NEVER used any foul languageI agree I was agitated and I still feel that I was scammed [redacted] was extremely rude and disrespectfulHe was also very loud, my daughter could hear him in the next roomAlso, I did not hang up on ***, I said goodbye and then disconnectedI sent the cancellation info on June 30th Regards, [redacted]

Our phone records indicate that we have never called thisindividualOur company does not own the number that the customer states showedon the caller ideaWe can provide phone records showing that we did not callthis consumer upon requestThe customer’s number has been added to ourinternal “Do Not Call” list and will never be contacted by our companyWecannot prevent other companies from continuing to contact the customer,however; and would advise the consumer to add his or her number to the national“Do Not Call” registryWe also respectfully ask that the Revdex.com remove thiscomplaint from our profile, as the customer has identified our company inerrorThank you

We are not sure why [redacted] would think that he was“scammed.” We provided exactly the product warranty that we stated we weregoing to provide to him [redacted] purchased the warranty from us on April24th, The product and warranty booklet were delivered to hishome address a few days laterOn May 5th, 2015, [redacted] called us to ask several questions and stated that he had several concernsOurrepresentative answered his questions and addressed his concerns and explainedthat if [redacted] wished to cancel the warranty, he would simply need tosend notice in writing, via email or otherwiseApparently, prior to everattempting to contact our Customer Service Department, [redacted] made thiscomplaint to the Revdex.comWe will consider this complaint to be sufficient “writtennotice” of cancellationThe down payment of $has been refunded and nofurther charges will be made to the customer’s [redacted] cardWe have provided areceipt of the refund transaction with this responseWe ask that the Revdex.comremove this complaint, as the customer made this vague complaint to the Revdex.comabout being “scammed” before ever attempting to contact our Customer ServiceDepartment regarding cancellationThe complaint is therefore baseless andcompletely without merit; and in our opinion it should be taken down

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 belowThis ststement by them is not true at allI just received a call yesterday from themAnd I got the same response as I always do"I will take your number off the list sir" Regards, [redacted]