Auto Protection Department

We apologize for any difficulties the customer hadThe cancellation instructions are clearly outlined in the contractIn addition to us mailing the contracts out, they are also available online at any time to reviewWe have processed a complete refund for Mr***' contract for the amount of
$No further action is required on his part and he should be receiving the check within the next few days

We apologize for any inconvenience that the customer mayhave experiencedThe customer’s phone number has been added to our internal“Do Not Call” list and will not be contacted by our companyWe cannot speakfor any other company and other companies may continue to call himWerecommend that the customer add his number to the national Do Not Call registryif he does not want to receive product offerings at this phone numberWe askthat the Revdex.com close this complaint accordingly

January 23, Re: ID ***
Revdex.com OF San Diego
Viewridge Av Suite San Diego, CA Thank you, thank you and again thank youThe intervention by your office on my behalf did generate a refund
from Auto Protection DepartmentA refund that I did not expect to get, it was half of what I had paid to them for protection that they could not provide as they had advertisedI commend you for serving me with your resources for what I could not do for myselfThankfully
*** ***

In response to the complaint filed by our customer Mr*** ***, ID number ***, the amount of $was returned to the account on file on 6-27-2014. Mr*** was also notified of the refund on 6-30-2014. We apologize for any delay in this refund. On May 22nd, Mr
*** notified customer service in regards to cancelling the policy, but then accepted to have his first payment to be paid on a later date to accommodate him financially. Once we did actually receive his paperwork required to cancel a policy, we expedited his refund. We hope this satisfies Mr*** request for his refund. Please do not hesitate to contact us in regards to this matter

Ms*** was refunded in full in the amount of $on
September 19, Receipt of the refund transaction has been provided with
this responseThe contract was cancelled on September 9, 2014, when we
received the customer’s notice of cancellationIt is our opinion
that this
complaint is groundless and entirely without substanceAccordingly, we ask
that the Revdex.com remove this complaint or close it as “information only.”

We have pulled phone records based on this complaintWe are
most definitely not calling Mr*** four to five times a day, as he states
in the complaintHis number has already been added to our internal “Do Not
Call” listChances are, other vehicle service
contract providers are
continuing to call himWe would advise Mr***, if he does not want to
receive solicitation calls, to register his number on the National “Do Not
Call” RegistryThis will stop future solicitation calls from any company in
compliance with federal regulationsWe ask that the Revdex.com close this complaint
accordingly

Mr*** is mistaken on a number of countsFirstly, wenever sent anything to Mr*** via mailSecondly, Mr*** called in justbefore the first monthly payment had been processedOne of our CustomerService Representatives was able to apply a large discount to the
overall cost,since Mr*** stated that he was unable to afford the monthly paymentsThisadjustment was sent to the payment plan provider, but the adjustment was notable to be made in time and the payment went through at the original paymentamountIt is not possible to apply that discount to payments retroactively.Going forward, Mr***’s payments would have been reducedWe tried toexplain all of this to Mr*** several timesIt is not possible for ourcompany to reverse monthly payments that have been processed, since it is aseparate company that is processes the monthly paymentsThe third fact that Mr.*** seems to be confused about is the fact that he thinks he’s not goingto receive any sort of refund and that he will be charged a $cancellationfee in addition to what he has already paidThis is simply not the caseMr***has paid a total of $into the contractHe is entitled to a proratedrefund, less the cancellation fee and claims paidWe have been waiting for Mr.*** to send in written notice and a certified odometer reading We will consider this complaint to be sufficientwritten notice and in the interest of customer service, we will waive therequirement for a certified odometer readingA prorated refund has beencalculated has been credited to Mr***’s *** account in the amount of$Receipt of the refund transaction has been provided with thisresponseWe are glad to be able to get this matter resolved

Mr*** did indeed authorize the down paymentWe have a
recorded verification during which Mr*** agreed to the terms and conditions
of the contract and authorized the down paymentA transcript or recording of
the verification can be provided upon requestThere was no
need for this
complaintThe salesperson and the verification agent both explained to Mr***
that he had days from the date of sale in which to cancel and receive a full
refundWhen Mr*** called our Customer Service Department on July 30th,
and each subsequent call thereafter, our representatives informed Mr***
that he simply needed to send written notice in order to cancel the contract
In the interest of customer service, we will consider this complaint to be
sufficient “written notice” of cancellationConsidering the date that the
complaint was submitted, we will consider the cancellation to occur within the
grace period and have processed the refund of the $down payment
accordinglyReceipt of the refund transaction has been provided with this
responsePlease close this complaint accordinglyThank you

Business Response: In
response to the complaint ID# ***, we did have our compliance department
pull the sales call and review the call. *** *** *** *** ***
initially activated the policy on 5-13-There was not any
misrepresentation of the coverage
that occurred during the sales callThe
mileage that was provided was actually overestimated by 11,miles. When we finally did get the accurate mileage
from the ***s we passed that information along to the administrator. We do not handle the claims, whether they are
honored or not that would be the administrator on the policy. We are simply the vendorWe apologize for
any frustration that may have occurred as a result of this situation. We understand that the administrator did not
honor the claim, because the part in question is not a covered part for that
particular policy, but in good faith have decided to issue our customer a full
refund instead of a pro-rated refund, which is actually what they are eligible
for. We have issued a full refund check
in the amount of $and have attached a copy of the check . We hope this satisfies *** and *** ***
***’s request for a full refund. We
hope that this resolves this complaint and the Revdex.com will close this complaint
accordingly

***
href="tel:***" value="+13125099416" target="_blank" "">***They have also called me from AlabamaI 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: ***

The Number I called to reach them is ***

On July 23rd, 2014, Ms*** purchased a vehicle service contract
from usAt the end of the sales call, after the coverage, terms and conditions
had been explained, Ms*** went through a recorded, third-party
verificationThis verification effectively serves as the
customer’s
“signature.” The verification script first confirms the customer’s identity,
address and other basic personal informationThe script then discloses the
terms and conditions of the contract, including the grace period and
cancellation requirementsThe script states that refunds for cancellations
received outside of the first days (the grace period) will be prorated based
off the greater of the days in force or miles driven, less claims paid and any
cancellation fees outlined in the contractThe customer must give a clear,
verbal “yes” response, when asked if he or she understands the terms and
conditions of the contract, in order to the verification to proceedLastly, the
customer is then asked if he or she authorizes the down payment and monthly
payment plan set up by the sales representativeMs*** states that she
was not aware of the cancellation process, cancellation fee or the prorate
method; but these items were clearly disclosed during the recorded verification
Ms*** stated that she understood and agreed to these terms and
conditions on a recorded lineA transcript or recording can be provided to the
Revdex.com upon requestNo signature was required in order to make the agreement
bindingThere was absolutely a “meeting of the minds” as law requires, for a
contract to be enforceableIf Ms*** did not understand and agree to
the terms and conditions disclosed to her during the verification, she should
have said something other than “yes” when asked if she understood and agreed to
the terms and conditionsThe contract booklet was delivered to Ms***
in a timely manner, on July 28th, The contract booklet also
discloses the cancellation fee, prorate method and requirements for cancellation
The cancellation fee and prorate are most definitely not “hidden” fees, by any
stretch of the imaginationHad Ms*** taken the time to read through
the contract booklet, the fee and prorate are clearly stated in the section dedicated to
cancellationMs***’ cancellation notice was received on August 29th,
2014; well outside of the grace periodThe cancellation fee is a pass-through
feeIt actually comes from the administrator of the contract (the company
responsible for paying claims), not from usWe would have no way of providing
a “receipt from USPS” showing the date the notice was deliveredApparently,
Ms*** did not send it certified mail, otherwise she would have a
delivery confirmationWe would advise Ms*** to consider sending
time-sensitive material via certified mail in the future, to avoid this type of
situationThe reason we need something in writing from the customer
is simple: it releases our company and the administrator of the contract from
liability for any claims made against the contractIn fact, most contracts do require that written
notice be provided to terminate the contractHad we cancelled the contract
without written notice to bathe cancellation, we could be faced with a
situation where a customer holds onto the contract until something goes wrong
with the vehicle, then goes to make a claim against the contractWithout
written proof that the customer wanted the contract cancelled, we may be liable
for that claim; as the customer was mailed a live contract and we would have
nothing to justify the cancellationSetting all of the above aside, in the
interest of Customer Service and in light of the complaint, we have elected to
process a full refund to Ms***, in the amount of $A receipt of
the refund transaction has been provided with this responseIf any additional
information is required, please feel free to contact myself, or our Customer
Service Department

*** *** purchased a vehicle service contract from AutoProtection Department on September 16th, *** *** was nottold that this service contract would be the “exact same” service contract thathe would get through his dealership.*** ***’ exact quote was “The service
contracts we sell are accepted, soldand recognized at dealerships across the *** and in ***.” That statement isnot a misrepresentationWe sell contracts for several national vehicle servicecontract administrators which are also sold at dealerships across thecontinent*** *** was not told that the contract would take effect after hisfactory warranty expiresWe can provide the recorded, third-party verificationperformed at the end of the sales call which disclosed the terms andconditions, including the start date and mileage of the contract*** ***stated on that recording that he understood and agreed to the terms andconditions*** *** was also informed that he would have a day graceperiod to review his purchase, during which he could have cancelled withoutpenaltyWe have to question why he would wait until May, 2015, to send in hiscancellation notice, rather than contact us within the grace period allowed byfederal law*** *** made contact with our Customer Service Department onceafter making the purchaseHe called on April 14th, 2015, to informus of his intent to cancelThe “misrepresentations” he bases his complaint onwere not mentioned at allHis reasoning for cancellation was that he took anew job and will be putting significantly fewer miles on his vehicle andtherefore did not think the risk of breakdown justified the cost of thecontractWe have to assume that *** *** elected to file this complaintsimply in an attempt to recover a full refund, rather than a prorated refund.The fact is that *** *** is not entitled to a full refundA check in theamount of $has been sent to his home address via FedExThis is theprorated refund that *** *** qualifies forNo further refund will be issued.We are glad to be able to clarify this matter

The phone number that showed up on the Caller ID was *** They are not a local '704' company in *** ***, when asked where they are located they said it's in California and that they use local area codes so that people can call them back without it being long distance. I
tried to call this number back to no avail. Please let me know if any further information is needed, I will be happy to provide

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.The Business replied that the mileage was over 11,mileThat could not be correct when the car only had 70,miles when the Auto Protect wrote the information they put in the wrong information for the VIN number and the wrong mileageThey key in the wrong information themselvesWe tried talking with them and we even asked to speak with the President of the company and they keep giving up the run aroundThey told us once we asked to speak to the president that he was looking over our claim and would call us back but we never heard back from themWhwn would we took out the policy we were told that after days the policy would cover anythingBut once we summited a claim the policy did not cover anything
Regards,
*** *** *** ***

This complaint needs to be removedWe are not sure why Ms.*** would state that our company “makes it almost impossible to cancel and geta full refund,” as Ms***’s contract was cancelled upon receipt of herwritten notice of cancellation on June 10th, The cancellationwas
effective June 5th, 2015, the date of the postmark on the noticeof cancellationMs*** was refunded on June 12th, 2015; four daysprior to the date that she submitted this complaintTherefore, the complaintshould be removed, as it is completely baselessWe have provided a receipt forthe refund transaction, showing that the refund was processed on Friday, June12th, 2015, at 3:09pm PST

We are not sure why Ms*** 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*** 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***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

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***

We are not sure why *** *** would think that he was“scammed.” We provided exactly the product warranty that we stated we weregoing to provide to him*** *** purchased the warranty from us on April24th, The product and warranty booklet were delivered to hishome
address a few days laterOn May 5th, 2015, *** ***called us to ask several questions and stated that he had several concernsOurrepresentative answered his questions and addressed his concerns and explainedthat if *** *** 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, *** *** 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 *** 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

*** *** purchased a vehicle service contract from AutoProtection Department on March 6th, We are not sure what **.*** means by a “generic” email with a “generic” contractThe email thatwas sent was from our web address with a sample of the coverage that **.***
purchased from us; the “***” coverage administered by RoyalAdministration Services, IncThere’s nothing “generic” about itOur websiteprovides sample contracts from most of the administrators that we sellcontracts for and links to their respective websitesOur sales representativestated exactly who we are and gave *** *** the details of exactly what wewere offering; so we are not sure what he means when he states in hiscomplaint, “this company is not what it is making it out to be.” All of thepertinent information regarding the identity of our company, the administratorand payment plan provider was also disclosed to *** *** during therecorded, third-party verification at the end of the sales callIf thisproduct was “unneeded” or if *** *** had no interest in purchasing thecoverage, he should have simply declined the coverage and ended the callIf* *** attempted to call our company on March 8th, as hestates in his complaint, then he would not have spoken to anyone simply becauseMarch 8th was a Sunday and our office is closed on the weekendsOurphone records indicate that *** *** attempted to call our company a totalof four timesOnce on Friday March 6th at 10:17pm, once on SaturdayMarch 7th, at 8:22am and tice on Monday march 9th, at6:and 6:32amAll of these calls were outside of our business hours whichare stated each time a call is made to our Customer Service line, during ourcompany’s recorded greeting*** *** did not leave a voicemail, nor did*** *** send our company an email requesting cancellationAll that isrequired in order to cancel the contract is simple written noticeThis is alloutlined in the contract booklet that was delivered to *** *** on March 12th,We will consider this complaint to be *** ***’s written notice ofcancellationSince it does occur within the days grace period, we will besending a refund check in the amount of $via FedExA tracking numberwill be available tomorrow, March 17th, We would advise Mr.*** to decline to purchase the next product offering that he has nointerest in, rather than put several companies to work for him only to file acomplaint that lacks any meritWe ask that the Revdex.com remove this complaint, asthe customer made no real attempt to contact our company before filing thecomplaint and there is no factual basis for the complaintThis complaint lackssubstance and we believe it should be removed accordingly