Auto Protection Department

The customer had ample time to send written notice withinthe grace period. This did not happen. We have processed the refund due to thiscustomer. No additional refund will be made. We will provide a transcript orWAV file of the sales call to the Revdex.comif the Revdex.com requests it. We respectfully ask that the Revdex.com close this complaint.

We apologize for any inconvenience which Ms. [redacted] may haveexperienced. The delay stems from the fact that the OD reading was sent nearlytwo months after the cancellation occurred. A refund has been calculated andissued based off of the ending odometer reading which she provided to us(116,760...

miles), less the cancellation fee of $50, as outlined in the contract.The refund amount comes to $56.70 and has been credited to the Visa account onfile. Please don’t hesitate to contact us if you have any questions or if anyadditional information is required.

Auto Protection Department has called me many times over the past few months to offer me extended warranty coverage. I have declined each time and have requested that they remove my name from their list. Each time, they act surprised that I am declining coverage and then press me for the reason why. The most recent calls were on the following dates: 6/16; 6/18; 6/23 from 319-576-0283 and today, 7/13, from 319-576-0291. These are the numbers showing up on my caller ID on my cell phone and they indicate that they are originating from Burlington, IA. I have added my cell number to the FCC Do Not Call list in hopes that this will solve the problem, but I find it very rude that they have not removed my name per my several request via telephone.

Firstly, we want to apologize for any inconvenience that Mr.
Mr. [redacted] may have experienced. Our records indicate that our company had
called Mr. [redacted] a total four times between August 5th, 2014 and
September 24th, 2014. The status of the first two calls was set to
/>
“No Answer.” The status of the third call was set to “Not Interested.” The
status of the fourth and final call was set to “Do Not Call.” We have not been
calling Mr. [redacted] for “8+” months. We have not been calling him “3-4 times per
day.” We have the phone records to back this up. There are many, many companies
in our industry making calls to consumers. Perhaps dozens of call centers
throughout the U.S. and even internationally. Some of these companies are less
than reputable and we have been receiving reports that companies have been
calling consumers using our sales scripts, even using our company name. We can
assure Mr. [redacted] that he will never again be contacted by our company. We
would like to advise Mr. [redacted] to add his number to the National “Do Not Call”
Registry. Here is the link to register a phone number:
https://www.donotcall.gov/register/reg.aspx
Again, we would like to apologize for any inconvenience
caused by the calls that we did indeed make, but it is not our company that has
been continuing to harass Mr. [redacted] and call him repeatedly. As stated above,
we can provide phone records to prove this if need be. That being said, we ask
that the Revdex.com close this complaint accordingly. Thank you.

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 one. The 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 time. So I talked to the lady and told her the same thing. She 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 [redacted]. This is odd to me because I WORK AT THE DEALERSHIP where I bought my car and I already have Ally&Gieco. I proceed to tell the woman that I cannot afford the monthly payments that they would nicely offer me for the bogus coverage. She told me she could transfer me over to a financial department AFTER I agree to the coverage and give a credit card information. I told her again that I will not pay for it, since I cannot afford another monthly payment. My budget is already to large to add another one on top of it. She 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 coverage. I told her I'm sorry I just can't do it right now, looks like I'm going to go with out it. She THEN proceeded to tell me I wasted my and HER TIME. WHAT?!?! 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/care. Coming 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 me. So much for "the only call I'll get".

Mr. [redacted] simply did not send an email on 5/29/2015. Mr. [redacted]sent us phone records which indicate that he did indeed call us on 5/29/2015.He called three times, between 6:30 and 7:00pm PST, about three hours after ouroffice closed. There were no voicemails left. Even if there was a voicemail, itwould...

not change the fact that Mr. [redacted] did not submit written notice until thefollowing Monday, 6/1/2015. Mr. [redacted] simply neglected to cancel within thegrace period. The warranty booklet clearly states on page 7, first paragraph(we have underlined the pertinent portion):“9. CANCELLATION PROCEDURE: If Youare not satisfied with the performance of the Enhanced Protector 5/100 product,the paid purchase price of the Enhanced Protector 5/100 product will be fullyrefunded, and this limited product warranty will terminate, upon yourwritten request postmarked within thirty (30) days of the date of sale, andsent via regular mail to Your selling agent listed on the Declarations Page.After thirty (30) days, Your cancellation refund shall be calculated on aprorata basis based on the number of unused scheduled applications. You arerequired to request cancellation, in writing, to Your selling agent listed onthe Declarations Page.”A transcript or recording of the third-party verificationwhich Mr. [redacted] submitted to at the end of the sales call can be provided uponrequest. During the verification the terms and conditions of the warranty aredisclosed. Mr. [redacted] stated on that recording that he understood and agreed tothese terms and conditions. No refund is due to Mr. [redacted] under the terms ofthis warranty. However, in the interest of customer service, we have refundedhim anyway. Receipt of the refund transaction has been provided with thisresponse. We ask that the Revdex.com close this complaint accordingly.

We have already issued a refund check to Mr. [redacted]. It was sent on October 5, 2015 and a copy is attached.

Tell us why here...This complaint needs to be removed from our profileimmediately. Firstly, the charge to [redacted] card was cancelled on theday of the sale. The transaction never went through to his account. [redacted] wasnot told that he MUST purchase the product warranty. During 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 warranty. At 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 thewarranty. We 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 warranty. He was advised multiple times duringthe sales call that he would have a 30 day grace period in which he couldcancel for a full refund. At 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 verification. He stated that he understood and agreed to the termsand conditions and authorized the charge. [redacted] did call back to cancel. Hespoke to a manager and was advised that the transaction would be voided. Areceipt of the voided transaction has been provided with this response. Wewould also like to state that [redacted] number has been added to our internal“Do Not Call” list. This will not, however, prevent other companies fromcalling him with product offerings. We would advise [redacted] to add his numberto the national “Do Not Call” registry, if he does not wish to receive futureoffers. As for [redacted] belief that his information was collected “illegally”somehow, this is simply not the case. Our consumer information is obtainedcompletely legally from various consumer data compilers. All data is scrubbedagainst the national and various state “Do Not Call” lists. We apologize forany misunderstanding. We believe that there may have been a language barrierthat complicated the situation. The fact of the matter is that this complaintis not based in fact. The product warranty was cancelled the same day that itwas sold and the transaction had been voided. We did exactly as the customerasked. Therefore, we ask that the Revdex.com remove this complaint entirely.

We are not sure why [redacted] filed this complaint. Thiswarranty has been cancelled and the down payment of $295 has been credited tothe [redacted] account on file. [redacted] was not “hung up on” when he called ourCustomer Service Department. Our 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 built. Hence the reason[redacted] received a call from Mr. [redacted], a manager in Customer Service. Weare not sure what dealership [redacted] is taking his [redacted] to, but there isno reason that they would not deal with Marathon, the administrator on thiswarranty. The claims are paid directly to the dealership, typically with a [redacted]or [redacted]. After [redacted] spoke with [redacted], he had agreed to at leastreview the warranty prior to deciding whether to keep or cancel it. Mr.Hamilton advised [redacted] to simply contact our Customer Service Department againafter reviewing the warranty if he still wanted to cancel. Instead of callingus back with his decision, [redacted] apparently decided to file a complaint withthe Revdex.com. We ask that the complaint be removed, as it is simply not based infact. Please contact us if any additional information is required.

Our phone records indicate that we have never called thisindividual. Our company does not own the number that the customer states showedon the caller idea. We can provide phone records showing that we did not callthis consumer upon request. The customer’s number has been added to ourinternal “Do Not Call” list and will never be contacted by our company. Wecannot 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” registry. We also respectfully ask that the Revdex.com remove thiscomplaint from our profile, as the customer has identified our company inerror. Thank you.

Hi,
The phone number that I was called from was [redacted]. 
My complaint number is [redacted].
Thanks,
[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.
1.        1.  First of all , on
2/11  I asked sales to send me email confirmation regarding the detail
before I paid when he called me,
but the sales told me I must pay first through the phone, and
then they can send email confirmation.   I asked
the sales a few times to confirm if it is total 8 years, he said yes!!  So in the message provided by them , the
detail provided by the merchant is not  ture!!!  
I got the email confirmation after I paid on the phone, ok?????  So I called them immediately  when I received the email confirmation, but
nobody picked up . please check the calling record, they should have all the
communication record!!!!!!!they are big liar!!!
 
2          2.  Secondly,  I called them cancel the contract after 2 – 3 days,
they told me , I need to wait for the contract letter mailed from them with
cancellation instruction, and the ladies attitude was very bad!!!!.  This is the worst server I have met !  Finally I received the contract letter after more
than 10 days which is around 2/23.  They only
give me one week to prepare???? They even need a notary public letter to prove
my current mileage.  I checked with Chase
 Bank who cannot provide the notary for mileage,
finally I got one from some company .  why
did they set up  too complicated
procedure???   When they sell the product
to me, they never requested this.  Why did
the need this when I need to cancel it ????   They need to receive the cancellation letter
in 30 days after the purchase date which is on 2/11. Now they wasted more than
10 days to mail the contract letter.   Should
it be 30 days after I receive the contract letter??   Most companies only requested the post mark
date , even  IRS!!!    Do they think their customer will have enough
time to finish these steps  ??    
 
3.        3.   Thirdly , I need time to prepare the
materials needed by cancellation. However I got everything ready and I mailed
my cancellation notice on the start of March.  I called them to confirm after a few days if
they received my cancellation notice .  They
told me the letter maybe already in the mail box, but they need 2-3 weeks to
check, so the only thing I need to wait is to wait. Now they said they received
the letter on 3/23 which is too late??, It is ridiculous!!!!! Check with USPS
if they need more than two weeks to mail the letter!!!!! They can say any date
they received the letter !!!!!   where is the proof???
 
 
4.        4. Finally  here I respectfully request Revdex.com to upgrade the complaint between me
and this company. I need this company to provide the calling record between me
and the sales(mike) on 2/11, this calling was monitored when I talked with sales,
so they should have record to show you the truth. if they have the record to show the sales was lying, we do not have any necessary to discuss further.  they must full refund me without any delay!!!    I will reserve the way to sue them for fraud
sales, and  I will dispute with my credit
card company which will be involved to investigate this.
 
 
Regards,
[redacted]

The customer has been refunded a prorated refund in theamount of $ 1265.28. A receipt for the refund transaction has been providedwith this response. The customer does not qualify for a full refund. Thecustomer purchased a vehicle service contract from us on February 11th,2015. The...

customer’s cancellation notice was received on March 24th,2015. This is outside of the 30 day grace period. Prorated refunds typicallytake 4-8 weeks to process. In light of the complaint, we have expedited therefund process and have issued the refund as of today, April 10th,2015. Please be advised that it may take 3-5 business days for the refund toshow on the customer’s account. We would also like to state that we actuallydid email the customer the details of the coverage plan. Our CRM system showsthat an email was sent to the customer at the time of sale. We think it highlyunlikely that someone who feels that this is a scam, as the customer states hefelt from the very start, would pull out a credit card and authorize a chargeof over $1300. Obviously, the customer was comfortable enough to make thepurchase. It’s fine that the customer had a change of heart and decided tocancel the contract, but we don’t feel that is grounds for a complaint. Ifthere are any questions, or if any additional information is required, pleasedon’t hesitate to contact us. We respectfully ask that the Revdex.com close thiscomplaint accordingly.

In her complaint, Ms. [redacted] allegesthat she was “led to believe” that we were calling from her Honda dealership;that she was told this was a “limited time offer;” that we referred to theservice contract as “insurance” that would cover “any” problem with the vehicleand that we are...

somehow keeping her from cancelling the contract. We take theseallegations very seriously. We pride ourselves on maintaining the highest ofquality control standards. We comply with all VPA standards and each of Ms. [redacted]’sallegations would be a serious violation of not only VPA standards andpractices, but state and federal law. Our Compliance Department has thusreviewed the sales call and has found that each one of these allegations iscompletely false and we will address them accordingly.At no time did anyone that Ms. [redacted]speak with here state that we were calling from or affiliated with her Hondadealership in any way. What she wastold, was that the service contracts that we sell are accepted, sold andrecognized at dealerships throughout the U.S. and Canada; which is an entirelyaccurate statement. We sell service contracts through several nationaladministrators of vehicle service contracts. In this instance, theadministrator is American Guardian Warranty Services, Inc. The name of ourcompany was stated several times throughout the sales call. Ms. [redacted] was alsogiven the name of the administrator that would be responsible for paying claimsagainst the contract. After the initial sales call, Ms. [redacted] submitted to arecorded, third-party verification. The verification script makes very clearwhat the customer is purchasing and who he or she is purchasing it from. Thedetails of the coverage, the price, etc., are all disclosed and must be agreedupon by the customer in order for the sale to be completed. A transcript orrecording can be provided upon request.Ms. [redacted] was not told by the salesrep that this was a “limited time offer.” At the beginning of the call, Ms. [redacted]was transferred to a representative in our Authorization Department. Sheanswered a series of questions about the vehicle’s condition (Was the vehiclein good, running condition? Had it been modified? Were there any leaks, checkengine lights, etc.? Was there anything currently wrong with the vehicle? Etc.).Once the authorization rep approved the vehicle for coverage, she advised Ms.[redacted] that she would either need to accept or decline the offer at the end ofthe call; that we generally do not accept call backs to activate coverage, dueto the risk of people declining the coverage after authorization and thencalling back later once something goes wrong with the vehicle. She was thentransferred back the sales rep, who re-iterated that Ms. [redacted] would not be ableto call back to activate coverage, but she would have a 30 day grace period inwhich she could cancel and receive a full refund, if, after reviewing thecontract, she was not satisfied with the coverage for whatever reason. The service contracts that we sellare not considered “insurance” products and at no time did our representativerefer to the vehicle service contract as “insurance.” Nor did ourrepresentative state that “any problem” with the vehicle would be covered. Therepresentative did, however, go over a list of components and systems in thevehicle that would be covered under the contract. The sales rep also mentionedmany of the components that would not becovered under the contract. The vehicle is nine years old with approximately115,000 miles at the time of sale. We provided Ms. [redacted] with the best availablecoverage for a vehicle of that age or mileage. Ms. [redacted] is free to cancel thecontract at any time. She purchased the contract on December 18th,not on December 19th as she stated in her complaint. On December 19th,Ms. [redacted] called in to our Customer Service Department. She states that herboyfriend said that she should cancel the contract. Our Customer Service Repwent over the coverage with her and she agreed to review the contract beforemaking a final decision. Our rep advised Ms. [redacted] that if she did decide tocancel, instructions for cancellation would be outlined in the contract. Ms.[redacted] called again on December 22nd. She stated that she wasconcerned because she had yet to receive the contract booklet and was givenonline access so she would be able to review the contract. Ms. [redacted] called onelast time on December 23rd. She stated that after reviewing thecontract, she had decided to cancel. Our representative explained to her thatthe instructions for cancellation were outlined in the contract under thesection dedicated to cancellation and that, since Ms. [redacted] was well within the30 day grace period, she would simply need to submit written notice. This wasthe last contact we had with Ms. [redacted]. She has yet to submit written notice ofcancellation to us.In the interest of CustomerService, we will consider the complaint submitted to the Revdex.com by Ms. [redacted] to be sufficientnotice of cancellation and have refunded the down payment of $195 accordingly.Receipt of the refund transaction has been provided with this response. We wantto apologize if Ms. [redacted] was confused or frustrated in any way. It was not ourintention to make her feel somehow pressured into buying something that she didnot want. It is unfortunate that Ms. [redacted] felt that she needed to go as far asto submit a complaint to the Revdex.com; but we are nonetheless glad that we have beenable to address her concerns and get this matter resolved. Please feel free tocontact us if any additional information is required.

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

Our company called Ms. [redacted] once, on July 28th, 2014. We
did not call her the following day. In all probability, it was an entirely
different company that had called the following day. The call lasted one minute
and 30 seconds. The representative introduced himself by name, a...

Senior
Coverage Specialist here at the Auto Protection Department. He informed Ms.
[redacted] that this would be her opportunity to purchase coverage beyond the factory coverage on her
vehicle. Ms. [redacted] stated that she had coverage on her vehicle through her
dealership. The representative stated that yes, she had the factory coverage,
up to 3 years or 36,000 miles and that this would be her opportunity to extend
past the factory coverage. Ms. [redacted] stated that she did not have any idea what
the representative was talking about. The representative asked if she would
like to know what the coverage we were offering would cover and cost. Ms. [redacted]
stated again that she did not know what the representative was talking about
and apparently ended the call. The status of the file was then moved to “Not
Interested” and the phone number removed from our system. If Ms. [redacted] does not
wish to receive product offerings on this phone number, we would advise her to
register her phone number with her state and the national “Do Not Call”
registries. This will stop any reputable company from calling in the future.
Ms. [redacted]’s phone number has been added to our internal “Do Not Call” list and
will not be contacted by our company with any offers in the future. We ask that
the Revdex.com close this complaint as “Information Only” as this is not an actual
customer of ours, our company’s interaction with this individual lasted less
than 2 minutes and our company did not wrong this individual in any way.

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.While 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 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 refund.On June 30th, I mailed a copy of an invoice from my dealership that showed the current mileage. Do you not have that? And, I was accused of using foul language. Since the call has been listened to, do you want to retract that statement. 
Regards,
[redacted]

Dear Revdex.com,Our company ceased making outbound calls or sales of any kind as of August 31, 2015. Mr. [redacted] should try to identify the company(-ies) that are making calls to him, because it is not us. Sincerely,Auto Protection Department

We apologize for any inconvenience that Mr. [redacted] may have
experienced. His number was already added to our internal “Do Not Call” list.
He will not be called by our company again; however, other companies...

may
continue to call him. We would advise Mr. [redacted] to register his phone number
with the National “Do Not Call” Registry, if he does not wish to receive
product offerings in the future.