Auto Protection Department

***’ 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 ***Once onOctober 2nd, and once on March 18th, On theMarch 18th call, *** 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 ***’ phoneis being called “just about every day,” we would have to assume that ***is being contacted by multiple companiesUnfortunately, we do not have theability to prevent other companies from callingWe would advise *** toadd his phone number to the FTC’s National “Do Not Call” registryHe can do so,in three simple steps, at the following webpage: ***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

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
This is a complete lie from the company. I have been contacted by them, and them specifically on numerous occasions. To ensure that I hadn't made an error, I just called the number listed on their website, 1-800-931-and spoke with a representative there that confirmed that they do have my vehicle information and name on file and have contacted me in the past. What do I need to do from my end to prove this to you? This company is incredibly relentless. Also, I am on the National Do Not Call Registry for both my personal and work phone numbers, and have asked to be placed on their 'internal do not call list' on MULTIPLE occasions. For them to not even acknowledge that they've made a call to me is very troublesome, and further shows the integrity behind their business. I do not want my review removed from the Revdex.com listing, because it is truthful, and I am willing to do anything to prove this, as I have been harassed by this company on multiple occasions. The company says they may not own the phone number in question, but when I spoke with a representative a while back, who confirmed that they use this number so that people don't incur long distance charges - this was when I called back to the # listed on their website, and that I called today. This is incredibly frustrating. I appreciate your time and help on this
Regards,
*** ***

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
[Regardless of how their system works with charging their customers the $was never reflected anywhere. Nor was there a refund of the difference shown anywhere at any time. Had I known at the time I was still going to be charged that amount, I would've stuck with my original plan to cancel altogether. The representative did not communicate with me that I was still going to be charged the amount reflected on my bank statement. Clearly, communication about those types of things along with their cancellation policy is not near the top of their list of priorities. At the end of the day hundreds of dollars were spent for nothing. It is clear that is how this company does business. Also, I mailed out the required letter asking to cancel with paperwork showing my odometer reading. It is very convenient how they are still "waiting" for it. Even if it isn't just thrown away I'm sure it is among the thousands of other letters from the other victims they preyed on.]
Regards,*** ***

Our Accounting Department has confirmed that neither of thechecks sent to *** *** has been cashedWe will cut and send anothercheck, FedEx this time, to ensure deliveryThe refund is in the amount of $*** *** does not qualify for, and will not be
receiving, a fullrefundThe date that the cancellation notice was received was October 2nd,This is over days from the date of sale; more than “a couple of dayslate.” A *** tracking number will be available as of March 3rd,We want to apologize for any inconvenience that a delay may have caused.And we are glad to be able to get this matter resolvedPlease don’t hesitateto contact us if there are any questions or if any additional information is required

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

We want to apologize for any inconvenienceMs*** wasmailed a check in January that she apparently did not receiveOn February 2nd,2015, Ms*** called in to our Customer Service DepartmentWe obtained adebit card number from Ms*** in order to process the refund
electronically.This was done on the February 4th, 2015; the same day that Ms***submitted this complaintA receipt of the refund transaction has been providedwith this responseWe would hope that this complaint is removed, due to thefact that the refund had been processed prior to the Auto Protection Departmentbeing made aware of the complaintIf additional information is required,please let us know

We have processed a prorated refund in the amount of
$Receipt of the refund transaction has been provided with this
responseIt is our opinion that this complaint is baseless and completely
without meritMr*** seems to want to take no responsibility for his own
actions,
or inaction, as the case seems to be in this circumstanceWe believe that
days from the date of sale is more than enough time to
review the contract and send written notice of cancellation, if that is what
the customer chooses to doFederal regulators apparently agree that days is
enough time, since that is what is allotted to consumers by federal lawThe
contract was available to Mr*** online from the date of sale, had he
requested the contract soonerMr*** states in his complaint that he is a
“generally busy person” and elected to wait for one of our representatives to
mail him a cancellation packageWe would assume, if Mr*** was very
concerned with cancelling this contract within the day grace period, he
would have simply followed the instructions in the contract that he had so
thoroughly reviewedThe contract states the following regarding cancellation,
“Mail written notice to the vendor if you desire to cancel the contract.” The
bottom line is, Mr*** cancelled outside of the grace periodHe admits
this in his complaintThere was no reason for Mr*** to file this
complaint against our companyThe refund would have been processed this week
regardlessTherefore, we ask that the Revdex.com remove this complaint; or at least
close the complaint as “information only.” If any additional information is
required, please don’t hesitate to contact usThank you

*** *** 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

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
This is entirely unsatisfactory to meFirst of all, by their records they received my request for cancellation on July 28thWell within the days time allotmentAt this time I questioned my option with customer service representative and wanting to ensure that I sent in everything that I needed to to correctly close the contract out I requested the send me cancellation formsThe customer service representative assured me that the the paperwork would be sent and that I was well within the time frame to receive my full refundIt has been weeks now and I still have not received the paperworkI have dealt with many companies in the past and sensitive documentation such as this is almost always sent next-day or registered to ensure proper deliveryObviously this company does not care to take this level of precaution to ensure timely and accurate service for their customersThey state that I could have accessed the contract immediately online, this was never explained to me that I can recall so this is misrepresentedI was told that I could review the contract in it's entirety once it was received, I would like to note that it took week for me to receive this contract, week of time lost out of the daysThey note federal regulations for cancellation, I would like to state again, that per their representative and system information they show that I requested cancellation effective days after purchase, not past The requirement for a physical letter, and/or to send back the contract booklet as was requestedto me is muteWhat if I no longer had the booklet? What if the card was lost? This requirement is ridiculous and completely misaligned with the "hassle free" cancellation that was promised to me over the phone during purchase
I spoke with customer service at the company again yesterday, 8/25/14, to follow up on the proceedings for my refundThe representative stated that I would be getting a pro-rated refund some time within the next monthsThis is/was entirely unacceptable to meThe company representative stated that she personally sent the cancellation documents to me the day I requested, I have only their word to take for thisThey claim that they cannot be held liable for delays due to USPS but are perfectly willing to hold me liable for these delaysIf they cannot be held liable for this then I too should not be held liable for thisAs noted 'their' system shows I requested cancellation on the 28th of July, days after purchase, and had I been on a month to month payment plan payments would have been halted effective at that dateThey are charging me for supposed delays when I obviously cancelled within the day time frameI would also like to note that I have on three separate occasions either requested or been offered a call back from a manager who can work better with me to resolve the situationNo one has yet to call meI consider their effort to resolve this situation to my satisfaction completely horrendousI would not recommend their services to anyone, ever
Effective last night I was in contact with my credit card company, American ExpressI explained the entire situation to them, that I had legitimately made the purchase but called to cancel within the day period and due to the aforementioned delays I was having the noted difficulties with the companyI explained that I did not want them to take any action that would be inappropriate to the sitation on my behalfThe representative from AMEX stated that based upon information within their system regarding the Auto Protection Department they were going to immediately reverse the entire charge and send a letter to Auto Protection Department detailing this and their decisionThis was the type of service that I had expected and hoped to received from Auto Protection Department when I first called to cancelInstead I have been either mislead, misinformed, or directly lied to and I will not stand for it
Regards,
*** ***

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
I will agree to a partial refundOn June 30th, I mailed a copy of an invoice from my dealership that showed the current mileageDo you not have that? And, I was accused of using foul languageSince the call has been listened to, do you want to retract that statement.
Regards,
*** ***

We apologize for any inconvenience which Ms*** may haveexperiencedThe delay stems from the fact that the OD reading was sent nearlytwo months after the cancellation occurredA refund has been calculated andissued based off of the ending odometer reading which she provided to
us(116,miles), less the cancellation fee of $50, as outlined in the contract.The refund amount comes to $and has been credited to the Visa account onfilePlease don’t hesitate to contact us if you have any questions or if anyadditional information is required

Mr*** is mistakenIt was not our company that called
him yesterdayWe have looked into the issue and Mr***’s number is indeed
on our internal “Do Not Call’ listThere are dozens of companies in our
industry calling consumersMr***’s information has probably been
distributed to a number of different companiesWe apologize for any
inconvenience that Mr*** may be experiencing receiving these calls,
however, he can remedy the situation by simply adding his number to the
National “Do Not Call” registryOnce more, Mr***’s phone number has been
added to our internal “Do Not Call’ list and will not be called by our company
again

This complaint is entirely without substanceWe do nottypically accept call backs to activate coverageThe reason for this policy issimple: we do not want to run the risk of a customer declining the coverageafter the authorization, only to call back to activate the coverage
aftersomething goes wrong with the vehicleIt is also a fact that we cannot sendout a live contract to a customer without at least collecting a down payment,for obvious reasonsAll of our customers have days from the date of sale inwhich to cancel and receive a full refundThis is a federal lawThe same lawencompasses both service contracts and insurance policiesThe reason is simplythat companies in both industries cannot run the risk of sending activepolicies to customers without receiving at least a down payment before doingsoThis grace period allows customers the ability to review the coverage indetail before committing to a final decisionWe apologize if Ms*** feelsthat our representative was rudeWe ask that the Revdex.com close this complaint

Our phone records indicate that Mr***’s phone number has
already been placed on our company’s internal “Do Not Call” listIt is quite
probable that Mr*** has been receiving calls from more than one companyWe
would advise Mr*** to add his
phone number to the National “Do Not Call”
Registry, if he does not wish to continue to receive solicitationsHe may do
so by copying and pasting the following link into a web browser and filling out
the web form: //www.donotcall.gov/register/reg.aspxWe ask that the Revdex.com close
this complaint as information only, since Mr***’s number is already on our
Internal “Do Not Call” list

Firstly, Mr*** is quoting thepayment plan agreement; not the product warrantyAnd 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 cancellationMr*** contacted ourCustomer Service Department on June 24th, 2015, stating that hewished to cancel the product warrantyOur Customer Service Representative didinform Mr*** at that time that he would need to send written request inorder to cancel the product warrantyIn fact, our Rep advised Mr*** to referto the first paragraph on page of the booklet, section number “9,” for the specific steps required for cancellation,which reads as follows: CANCELLATION PROCEDURE: If You are not satisfied with theperformance of the Enhanced Protector 5/product, the paid purchase price ofthe Enhanced Protector 5/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 PageAfter thirty (30) days, Yourcancellation refund shall be calculated on a prorata basis based on the numberof unused scheduled applicationsYou are required to request cancellation, inwriting, to Your selling agent listed on the Declarations Page.Mr*** did send writtenrequest, as instructed in the product warranty bookletThe written request waspostmarked outside of the day grace period; therefore no refund is due inaccordance with the terms of the agreementThe 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 applicationsWeapologize for any confusion and we are glad to have been able to clarify thismatterWe respectfully ask that the Revdex.com close this complaint, as we are actingin accordance with the terms of the agreement

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.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*** *** 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 disconnected.
I sent the cancellation info on June 30th.
Regards,
*** ***

The number they call from continually changes but always has the same area code as my number ***
***
*** *** ***
***

*** *** was informed by our Customer Service Departmentthat the cancellation notice needed to be receivedwithin the first daysThis is also very clearly disclosed in thecontract booklet itselfIn addition to this, the terms and conditions weredisclosed to *** *** during the recorded third-party verification at thetime of sale*** *** stated on recording, at the time of sale of thecontract, that she understood and agreed to the terms and conditions, including the fact that cancellationsreceived outside of the grace period would be prorated and subject to claimspaid and any cancellation fee outlined in the contract (dependent upon theadministrator of the contract and in accordance with state laws)We are verysorry if there was some sort of misunderstanding, but the fact is that theterms were very clearly disclosed to *** *** on multiple occasionsThecancellation occurred outside of the grace period and we believe consumer doesbear at least some responsibility to comply with the terms of the agreementTheday grace period was over on November 23rd, The postmark onthe cancellation notice sent to us by *** *** is November 26th,It is our opinion that days is more than ample time for a customer tocomplete the cancellation in accordance with the terms outlined in thecontractIt is not simply the fact that the cancellation notice was notreceived within the day grace period; the notice was not sent until the grace period had expired.*** *** does not qualify for a full refund and no additional refund will beissuedWe respectfully ask that the Revdex.com close this complaint accordingly

We are not sure why *** ** filed this complaintThiswarranty has been cancelled and the down payment of $has been credited tothe *** account on file*** ** was not “hung up on” when he called ourCustomer Service DepartmentOur rep explained that he would receive a callback from a manager,
due to the fact that the file was locked because it hadbeen created earlier that same day and was still being builtHence the reason*** ** received a call from Mr*** ***, a manager in Customer ServiceWeare not sure what dealership *** ** is taking his *** to, but there isno reason that they would not deal with Marathon, the administrator on thiswarrantyThe claims are paid directly to the dealership, typically with a ***or ***After *** ** spoke with *** ***, he had agreed to at leastreview the warranty prior to deciding whether to keep or cancel itMr.Hamilton advised *** ** to simply contact our Customer Service Department againafter reviewing the warranty if he still wanted to cancelInstead of callingus back with his decision, *** ** apparently decided to file a complaint withthe Revdex.comWe ask that the complaint be removed, as it is simply not based infactPlease contact us if any additional information is required

Attached to this email is a copy of the replacement refund check that will be sent to Mr*** today