Auto Protection Department

We are sorry to hear that *** *** was not totally satisfied with our Protector product We have issued a refund check to *** today (attached) for her refund requested

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 apologize for any difficulty Mr. [redacted] had in contacting us. We have confirmed that his refund check for $1,106.30 has been sent to him by the administrator of this contract. If he has not received his refund already, he should be receiving it any day. Mr. [redacted]'s contract has been formally...

cancelled and no further action is due on his part.

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 calls. I 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 false. I highly doubt there is another company calling using their company name. Unless there are other Auto Protection Department locations calling and they are considering it to be a "different company", but I that is silly. I appreciate the response and haven't received a call since submitting the complaint so thank you.
Regards,
[redacted]

Mr. [redacted] phone number hasbeen called by our company a total of three times. Once on November 11th,2014, once on November 14th, 2014, and once on November 17th,2014. The first two calls were not answered. The third call was answered andtransferred to a sales agent. Mr. [redacted] did not make a...

purchase. He asked tobe added to our internal “Do Not Call” list and was added at that point intime. We have provided the record showing all calls made to this phone numberwith this response. We are not sure what company has called Mr. [redacted] “over15 times in the past year,” but it is certainly not our firm. Unfortunately, wehave no control over the fact that other companies are continuing to call Mr. [redacted].We have also verified that Mr. [redacted] phone number is currently not on anystate or national “Do Not Call” registries. A search showing that the number isnot registered at this time has also been provided with this response. We wouldadvise Mr. [redacted] to add his number to the FTC’s National Do Not CallRegistry, if he wishes to put an end to solicitation calls to this phonenumber. He can do so here: https://www.donotcall.gov/register/reg.aspx. We also respectfully ask that the Revdex.com remove this complaint, aswe have provided proof that it is not our company continually calling Mr. [redacted];and the calls we did make were made legally, in accordance with all applicableregulations.

The phone number that showed up on my caller ID was: 708 304-1076.

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.
Hello [redacted],I just spoke with your Revdex.com San Diego office about replying to the merchants response on my complaint (#[redacted]). I would like to respond as follows:“The business reply is misleading and I have not received a refund check. Their response refers to instructions in their contract guide on how to terminate a policy “in force” rather than how to cancel a policy before activation. The company’s (Auto Protection Department) salesperson and payment processor both informed me that I had 30 days to review the policy and cancel with full refund of my down-payment BEFORE the first of several installment payments and policy activation (“in force”). The company provided a number to call for questions or to cancel. However, my calls are not answered by the company, rather forwarded to the installment payment processing company ([redacted] group). NOTE that the company’s phone number on the Revdex.com website is the same. Both [redacted] and the warranty policy underwriter ([redacted]) tell me that the company (Auto Protection Department) has gone out of business. I would not have purchased the warranty without the option to cancel with full refund. It is a deceptive business practice to not fulfill the terms of sale.” I am happy to answer any questions you may have. Thank you,[redacted]
Regards,
[redacted]

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

Im not sure if this is the correct email address , but I just wanted to send a Note telling Revdex.com that I was able to resolve the dispute .

Mr. [redacted]’s number has been added to our internal “Do
Not Call’ list. The status was already set to “Do Not Call’ when we checked
into our records after receiving the complaint. We are not the only company in
this industry calling consumers. We...

can guarantee that Mr. [redacted] will never
receive a call from our company again. We cannot, however, stop any other
companies from calling him. We would advise Mr. [redacted] to simply register
his number on the National “Do Not Call” Registry. He can do so here:
https://www.donotcall.gov/register/reg.aspx
This will prevent companies from soliciting him in the
future. Please note that companies are required to update their records every
30 days; so it may take up to a month for the calls to stop completely. We are
one of the largest providers of vehicle service contracts in the country, if
not the largest. Sometimes people do assume that these other, smaller companies
that are calling them are us. We want to apologize for any misunderstanding and
hope that this link to the “Do Not Call” Registry helps. We would ask that the
Revdex.com close this complaint accordingly.

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 reject there response regarding there cancelation agreement, As of June 24 2014 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 $295.00 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 07/03/2015 at 3:59 PM, I called at 4:43 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 anytime. Purchaser 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 6/24/2015 to cancel the contract which was by phone. I 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.S. I 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. [redacted]
Regards,
[redacted]

This customer purchased a contact from us on May 14, 2014.
The contract was cancelled as of June 6, 2014, within the 30 day grace period
in which the customer would qualify for a full refund. On June 12, 2014, a
refund of the down payment of $195 was processed to the American...

Express
account on file. A representative contacted the customer the same day to inform
him that the refund had been processed. The representative also advised the
customer to call our Customer Service Department if he did not see the credit
to the account within three to five business days. Nearly two months later, on
August 11, 2014, the customer contacted our Customer Service Department again
to inform us that he had not seen the credit to his account. Upon reviewing the
file, it was discovered that the initial refund transaction had failed. This is
the reason that we request that customers call us back in a timely manner if
they do not see the credit to their account. The same day, we processed the
refund to the American Express account again. This time the transaction was
processed successfully. We have provided a receipt of the refund transaction,
showing that the transaction has “settled,” meaning that the funds were
successfully credited to the account. On August 12, 2014, the customer was
informed that the transaction had been processed successfully. We ask that the
Revdex.com close this complaint accordingly. Thank you.

Auto Protection has some questionable business practices that borders on scamming customers. Their practice includes high pressure sales tactics, misrepresentation of their products, and refunding money timely. The sales people calls you using a local number when in fact they are located in CA. Then they mislead you into thinking not only are they part of the major car companies such as (FORD, etc.) but you will also get the same factor warranty. They tell you that you must purchase it now or you lose the opportunity to ever get the coverage and not to worry you have 30 days to change your mind once you read the policy/contract. However, they don't tell you that they can withdraw your money over the phone the day you say yes, but getting a refund is a lengthy process. You cannot cancel over the phone. The process takes more than 7-10 days after receiving your letter of cancellation, that you must provide. I believe monies are held and investments/bonds are bought so refunds are not returned promptly or timely. It seems to take at least 30 days.

On November 11th, 2014, Mr. [redacted] purchased a
vehicle service contract from the Auto Protection Department. Mr. [redacted] went
through a recorded verification and authorized the down payment of $395 on
November 11th, 2014, at 1:50pm, PST. Ms. [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, PST. Ms. [redacted] stated that she did not authorize
the charge and insisted that Mr. [redacted] would not have authorized the charge
either. We advised Ms. [redacted] that we would need to speak to Mr. [redacted] in
order to cancel the contract and void the charge. Mr. [redacted] called our
office at around 3:15pm, PST. Per Mr. [redacted]’s request, we cancelled the
contract and voided the down payment charge. The charge was voided on November
11th, 2014 at exactly 3:33:16pm, PST. Mr. [redacted] was advised that
the charge may show on his account as “pending” for a matter of days. There is
no way to avoid this. Ms. [redacted] called once more, demanding that the charge
disappear immediately. When 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.

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 $1,139.27. Our bank records show that he has deposited it, which means that his desired resolution for this complaint has been fulfilled. His policy has been officially...

cancelled. Please 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]

Mr. [redacted] purchased a vehicle service contract from us on
June 5th, 2014. At the end of each sales call, each customer must go
through a recorded, third-party verification. During the verification, the
first thing the customer must do is to confirm his or her identity and...

basic
information (phone number, mailing address, etc.). Next, the terms and
conditions of the contract are disclosed (the type of plan, the name of the
administrator, the contract term, grace period, cancellation procedures, etc.).
When asked if he or she understands the terms and conditions, the customer must
answer with a clear verbal “yes” response, in order to proceed. The customer
must then authorize the down payment and monthly payments, if applicable. The
fact of the matter is, the terms and conditions were disclosed to Mr. [redacted] at
the end of the original sales call, including cancellation procedures. Mr.
[redacted] stated that he did indeed understand and agree to the terms of the
contract. A transcript or recording of the verification can be provided to the
Revdex.com upon request. Mr. [redacted] was given immediate online access to the written
contract and a copy was delivered to his home address on June 12th,
2014, according to USPS tracking. We apologize for any confusion, but the
contract simply requires that the customer send in written notice, in order to
cancel. The notice in writing is required in order to release our company and
the administrator from any future liability for claims made against the
contract. Without proof in writing of the customer’s cancellation, we may be
liable for claims made against the contract years later. Mr. [redacted] did not get
his written notice into us until July 29th, 2014. This is well
outside of the 30 day grace period in which he would qualify for a full refund.
Mr. [redacted] neglected to include an ending odometer reading, so a prorated refund
could not be accurately calculated; however, based on the days in force, less
the cancellation fee of $150, no refund would be due in this instance,
according to the terms of the contract. In good faith and for the sake of
customer service, we have elected to process a full refund in the amount of
$195. Receipt of the refund transaction has been included with this response.
We want to apologize for any misunderstanding, but we would advise Mr. [redacted] to
pay closer attention to the details, the next time he decides to employ a
company to provide him with a product or service. We ask that the Revdex.com close
this complaint. Thank you.

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 calls. I 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 false. I highly doubt there is another company calling using their company name. Unless there are other Auto Protection Department locations calling and they are considering it to be a "different company", but I that is silly. I appreciate the response and haven't received a call since submitting the complaint so thank you.
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.
Hello [redacted],
I just spoke with your Revdex.com San Diego office about replying to the merchants response on my complaint (#[redacted]).
 
I would like to respond as follows:
“The business reply is misleading and I have not received a refund check. Their response refers to instructions in their contract guide on how to terminate a policy “in force” rather than how to cancel a policy before activation. The company’s (Auto Protection Department) salesperson and payment processor both informed me that I had 30 days to review the policy and cancel with full refund of my down-payment BEFORE the first of several installment payments and policy activation (“in force”). The company provided a number to call for questions or to cancel. However, my calls are not answered by the company, rather forwarded to the installment payment processing company ([redacted] group). NOTE that the company’s phone number on the Revdex.com website is the same. Both [redacted] and the warranty policy underwriter ([redacted]) tell me that the company (Auto Protection Department) has gone out of business. I would not have purchased the warranty without the option to cancel with full refund. It is a deceptive business practice to not fulfill the terms of sale.”
 
I am happy to answer any questions you may have.
 
Thank you,
[redacted]
Regards,
[redacted]

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.

**. [redacted]’ phone number wascalled by our company a total of five times between September of 2014 and Marchof 2015. Two of the five calls were actually answered by **. [redacted]. Once onOctober 2nd, 2014 and once on March 18th, 2015. On theMarch 18th call, **. [redacted] requested that...

we stop calling him andhis number was immediately added to our internal “Do Not Call” list. This phonenumber has not been dialed by our company since that date. If **. [redacted]’ phoneis being called “just about every day,” we would have to assume that **. [redacted]is being contacted by multiple companies. Unfortunately, we do not have theability to prevent other companies from calling. We would advise **. [redacted] toadd his phone number to the FTC’s National “Do Not Call” registry. He can do so,in three simple steps, at the following webpage: [redacted]. Once added to the registry, calls to that phone number made byreputable, compliant companies should completely cease within 30 days. Thereare 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.