Auto Protection Department

This company is a complete joke They have called me relentlessly for a year now no matter how many times I've asked to be taken off of their 'internal do not call list' The majority of the representatives that I've spoken with I felt to be rude and condescending I finally filed a complaint here with the Revdex.com to see if we could get any sort of further resolution on this Good news is, no more calls from them so far The bad news is, in their responses it was quite apparent that they do not have any problem being deceitful - they said that they had never called any of my phone numbers and had no record of me on file and that it must have been another company calling So, I called the number back on their website and the representative confirmed for me that they had in fact called me recently and knew my name and vehicle information In their response they also said it would be a good idea for me to be on the national do not call registry - well, I've been on that for quite some time, but were still receiving calls from them I would have had a lot more 'respect' for this company if their responses had simply said that they would take me off the list and we apologize for any inconvenience - nope, just argumentative I couldn't imagine what people go through that actually try to use their services if they're anything like their representatives' attitudes

This number keeps calling my phone telling me my warranty is coming up to an end when I never had one or never was interested in buying oneThe first time I had a missed call from these people, I just called back wondering who it was (since the area code was the same as mine)I first talked to a gentleman who transferred me to another woman after I had told him I am currently at work and cannot deal with this conversation at this timeSo I talked to the lady and told her the same thingShe told me that I HAVE to goes through with this call because it's going to be the "only call they will make to me" otherwise my car wont have coverage or some ***This is odd to me because I WORK AT THE DEALERSHIP where I bought my car and I already have Ally&GiecoI proceed to tell the woman that I cannot afford the monthly payments that they would nicely offer me for the bogus coverageShe told me she could transfer me over to a financial department AFTER I agree to the coverage and give a credit card informationI told her again that I will not pay for it, since I cannot afford another monthly paymentMy budget is already to large to add another one on top of itShe told me that if I did not agree, they will not call me about it again and this is my only chance to get warranty coverageI told her I'm sorry I just can't do it right now, looks like I'm going to go with out itShe THEN proceeded to tell me I wasted my and HER TIMEWHAT?!?! This is a bogus company, looking to steal money from innocent people; and apparently filled with rude employees who do not know a thing about customer service/careComing from working in a customer friendly business, I'm NOT impressed whatsoever Now today, (4/10/15) they have called me five times trying to talk to meSo much for "the only call I'll get"

Revdex.com: Although the amount of calls and dates I do not agree with, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as I do not receive any more callsI submitted my complaint immediately after getting off of the phone from a call from the Auto Protection Department, so the suggestion that the last call they made was on March 18th is completely falseI highly doubt there is another company calling using their company nameUnless there are other Auto Protection Department locations calling and they are considering it to be a "different company", but I that is sillyI appreciate the response and haven't received a call since submitting the complaint so thank you Regards, [redacted]

BUSINESS RESPONSE: We apologize for any frustration this may have caused Mr [redacted] , ID# [redacted] We have put ###-###-####, on our internal “Do Not Call List”, and he will never be contacted by our company again We also suggest Mr [redacted] register with his state and federal “Do Not Call” registries We hope this satisfies Mr [redacted] request, and hope that the Revdex.com will close this as "Information Only" since Mr [redacted] is not our customer, and he was already added to our "Do Not Call" list

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] ***

Our call records indicate that the only date that ourcompany ever contacted Mr [redacted] was on December 31st, Therewere no calls made to that number prior to this date and none made sinceAcopy of our call records for this phone number has been provided with thisresponseMr ***’ number has been added to our internal “DoNot Call” listWe have to assume that Mr [redacted] is being contacted by one ormore other companies that sell vehicle service contractsWe would advise Mr[redacted] to add his phone number to the National Do Not Call RegistryHe 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 invalidIf any additionalinformation is required, please don’t hesitate to contact us

Unfortunately, Ms [redacted] does not qualify for a full refund We have, however, calculated and issued a prorated refund in the amount of $A receipt of the refund transaction has been provided with this responseMs [redacted] spoke with one of our sales agents on July 8, She authorized us to process the down payment of $on July 16, Ms [redacted] was informed that she would have days from the sale date, July 16, 2014, in which she could cancel and receive a full refundThe fact is that we did not receive Ms***’s notice of cancellation until August 21, This is well outside of the grace periodInstructions for cancellation were provided in the contractCancellation terms were also disclosed during the recorded verification at the end of the initial sales callWe apologize if there was any misunderstanding on Ms***’s behalfWe have issued the refund due under the terms of the contract and ask that the complaint be closed accordingly 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 $In his completion of following our cancellation policy properly, we had issued him a refund on August 26, Attached is his sales receipt on the original date, and also attached is the receipt of his refund on August There is nothing that customer has to do on his endHis policy was cancelled, and his refund was issuedI 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 endThank You

Mr. [redacted] 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. [redacted] 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. [redacted] 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. [redacted] 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 BBB close this complaint as “invalid” or “information only,” since thedown payment was refunded within a week of receiving Mr. **’s cancellationrequest. Mr. [redacted] 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 the product warranty from Auto ProtectionDepartment on July 29, He called out Customer Service Department to askseveral questions about the warranty on August 6, Our Customer ServiceRepresentative answered Mr**’s questions and addressed his concerns at thatpoint in timeMr [redacted] 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 warrantyThat was the last we heard from Mr [redacted] until we received awritten request for cancellation on August 19, A refund of the$down payment was processed less than a week later, on August 25, Areceipt for the refund transaction has been included with this responseTheadministrator for this product warranty is [redacted] .That would be the company to handle any claimsAccording to the terms of thewarranty, Mr [redacted] would be able to take the vehicle to any licensed repairfacility of his choosingClaims 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 administratorWe 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 cancellationrequestMr [redacted] 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

The customer had ample time to send written notice withinthe grace periodThis did not happenWe have processed the refund due to thiscustomerNo additional refund will be madeWe will provide a transcript orWAV file of the sales call to the Revdex.comif the Revdex.com requests itWe respectfully ask that the Revdex.com close this complaint

** [redacted] ’ phone number wascalled by our company a total of five times between September of and Marchof Two of the five calls were actually answered by ** [redacted] Once onOctober 2nd, and once on March 18th, On theMarch 18th call, ** [redacted] requested that we stop calling him andhis number was immediately added to our internal “Do Not Call” listThis phonenumber has not been dialed by our company since that dateIf ** [redacted] ’ phoneis being called “just about every day,” we would have to assume that ** [redacted] is being contacted by multiple companiesUnfortunately, we do not have theability to prevent other companies from callingWe would advise ** [redacted] toadd his phone number to the FTC’s National “Do Not Call” registryHe can do so,in three simple steps, at the following web [redacted] Once added to the registry, calls to that phone number made byreputable, compliant companies should completely cease within daysThereare certain exceptions to the “Do Not Call” registry, such as companiessoliciting for charitable and political donations, but product offerings (like thosefor vehicle service contracts) should stop

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 $In his completion of following our cancellation policy properly, we had issued him a refund on August 26, Attached is his sales receipt on the original date, and also attached is the receipt of his refund on August There is nothing that customer has to do on his endHis policy was cancelled, and his refund was issuedI 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 endThank You

Our call records indicate that the only date that ourcompany ever contacted Mr*** was on December 31st, Therewere no calls made to that number prior to this date and none made sinceAcopy of our call records for this phone number has been provided with thisresponseMr***’ number has
been added to our internal “DoNot Call” listWe have to assume that Mr*** is being contacted by one ormore other companies that sell vehicle service contractsWe would advise Mr.*** to add his phone number to the National Do Not Call RegistryHe can doso here, in three simple steps:***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*** and the complaint is therefore invalidIf 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I will never be satisfied with any response this company has to give! they are scam artists and need to be shut down before they damage anyone else in the process of selling their snake oil, or air for that matterit doesnt matter to them who they hurt with their business practice, or lack there of! so I will not withdrw my complaint until the doors of this business are closed for ever!!!!!!!!!!!! *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 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 pg.3.P.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***
Regards,
*** ***

Mr*** is mistakenThe fact that cancellationsreceived outside of the day grace period would be subject to a cancellationfee and prorate is made very clear both in the contract that was mailed to Mr.*** and during the third-party verification that Mr*** submitted toat the end of the sales callRegarding cancellation, Section IX of Mr.***’s contract (page 9, paragraph 2) reads as follows: “XICANCELLATIONPROCEDURE1. YOU may cancel this CONTRACT at anytimeAll cancellation requests made within thirty (30) days of the purchasedate of the CONTRACT will be eligible for a full refund2. All cancellation requests made afterthirty (30) days of the purchase date of the CONTRACT: aShall be subject to a one hundredand fifty dollar ($150.00) cancellation fee bWill be pro-rated by the time ormileage from the purchase date of this CONTRACT, whichever refund is less, less claimsIf prorated by time, the time prorationwill be based on monthsused from the purchase date of the CONTRACTOne day into the month constitutesone month usage…”As stated above, this was also disclosed to Mr*** atthe time of sale, during the verificationLanguage does not get much clearerthan the language aboveWe are not sure why Mr*** feels that he was“victimized” by our company, as we provided exactly what was described, for thecost that was quotedWe applied a significant discount in order to work withMr***’s limited budget; but the fact is that Mr*** called in 36hours prior to the first monthly payment being processed and there was notsufficient notice in order to update the payment planThe bottom line is, thefirst payment was charged at the rate that Mr*** had originally agreedto, and future payments would have been adjusted according to the new cost thatwas approved when Mr*** called our Customer Service DepartmentWe dideverything in our power to assist this customer and attempt to accommodate hisneedsUnfortunately, some people are impossible to satisfyNo further refundswill be processed and we ask that the Revdex.com close this complaint accordingly

*** *** received his desired resolution prior to evensubmitting this complaintHis contract was cancelled as of January 13th,and the down payment was refunded on January 14th, 2014.Receipt of the refund transaction has been provided with this responseWe arenot sure in what
way our company is “shady” or how he was “coerced” intopurchasing the contract over the phoneOur Compliance Department has reviewedthe callAt no time did the Sales Representative “try to tip-toe around”identifying who we wereIn fact, the Sales Representative explained that weare Auto Protection Department multiple times throughout the callAgain, ourcompany was identified during the recorded, third-party verification at the endof the callAt no time was he told that we were “part of” or “affiliated with”***A transcript or a recording of the sales call can be provided uponrequestThe bottom line is that *** ***’s contract was cancelled and hisdown payment refunded before he even submitted the complaintWe ask that theRevdex.com close the complaint accordingly

A refund in the amount of $was processed on October 10,
This was credited to the Visa account we have on fileWe apologize for
any inconvenience or frustration that any perceived delay of a refund may have
caused Mr***A representative called to inform him of
the refund
transaction on October 13; but was only able to leave a voicemailRefunds for
cancelled contracts are processed in the order receivedThe typical time frame
is 5-business days from the date of cancellationMr***’s
cancellation was received by us on October The refund was processed on
October 10, business days after the cancellation was receivedWe have
attached a receipt for the refund transactionPlease be advised that the
refunds can take anywhere from 3-business days to be reflected on the credit
card accountWe hope that this resolves this matterPlease feel free to
contact our Customer Service Department if there are any questions or if any
additional information is requiredWe ask that the Revdex.com close this complaint
accordingly

Ms*** does not qualify for a full refundShe couldqualify for a prorated refund if she follows the instructions outlined theservice contract booklet mailed to her at the time of purchaseAs an addedcourtesy, our Customer Service Department has mailed Ms***
acancellation packet which she may fill out and return to us to cancel thecontract and qualify for any prorated refund that may be dueMs***purchased a vehicle service contract from Auto Protection Department onFebruary 24th, Ms*** called our Customer ServiceDepartment on June 30th, 2015, demanding that we refund all of themoney that she had paid into the contract due to the fact that she hadpurchased a service contract through her dealership when she bought the car.Our company had no way of knowing that Ms*** had already purchased aservice contract through her dealership; and we would expect the customer toknow whether or not they had covered the vehicle beyond the factory warrantyOurSales Representative explained during the sales call that the factory “bumperto bumper” warranty had expired at 36,miles; a completely factualstatementMs*** did not mention at that time that she had purchasedadditional coverage through her dealershipWhen Ms*** contacted ourCustomer Service Department on June 30th, 2015, she was veryconfrontational and verbally abusive toward the representatives that she spoketoWhen it was explained that she was well outside of the day grace periodand would not qualify for a full refund, but could cancel and receive aprorated refund, she became extremely agitatedShe accused our representativesof being criminals and scam artistsMs*** threatened to report ourcompany to the Attorney General’s office, the local and national news, the FTC,etcShe was irrational, would not listen to reason and our Customer Service Departmenthad to eventually end the call due to the abusive, threatening and foullanguageWe will gladly calculate and issue a prorated refund upon receipt ofa notarized affidavit of mileage, federal odometer statement or invoice from adealership or repair facility indicating the mileage from within days of thedate of cancellation (today’s date, July 1st, 2015)Upon receipt ofthis information, a prorated refund can be calculated and issued to Ms.***We ask that the Revdex.com remove this complaint, as it is baselessAt notime did any of our reps “yell” at Ms***