Auto Protection Department

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 
Regards. I am not satisfied with the results because I Feel that the Revdex.com should have access to these so called recordings that I am supposedly on and listen for me telling [redacted] several times that I knew what was in my account and she kept telling me that the bank okay`d the said amount and then me telling her other associate that I know I have no money in my account and her telling me again that the bank  said I did. I am also confused about why this call even was made to me because my warranty was not expiring any time soon. So this was nothing but a dishonest company taking advantage of me, and I do not want this to happen to another person. My entire day was spent trying to find out how and why the money was taken out of my account, and how to get it back.
[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

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.

Mr. [redacted] was refunded as soon
as he called to make us aware of the issue. The refund was processed before we
were made aware that a complaint had been submitted to the Revdex.com (please refer to
the timestamp on the refund transaction receipt provided with our original and
compare to the date that the complaint was delivered to our company). We
apologize for any misunderstanding, but Mr. [redacted] was not told that the
refund would take 3-4 weeks. When our representative called Mr. [redacted] in
June, he asked Mr. [redacted] to call us in three to five business days if he did not see
the credit on his account. We strive to provide the best possible service to
each and every one of our thousands of customers. We do understand, however,
that there are some customers who will never be satisfied, no matter what action
we take. The fact of the matter is, Mr. [redacted] has been refunded in full.
The contract has been cancelled and no further charges will be processed. We
ask that the Revdex.com close this complaint accordingly. We have done everything in
our power to address this complaint in a timely manner and to the customer’s
satisfaction.

If Mr. [redacted] has contacted American Express and has
initiated a chargeback, then he will be issued a temporary credit by American
Express for the full amount of the charge. In the interest of customer service
and for simplicity’s sake, we will not be sending a rebuttal for the
chargeback. We will simply respond with the receipt of the credit that has
already been issued. American Express will then simply credit Mr. [redacted] the
difference. We do understand that, try as we might, some customers are
impossible to satisfy. Mr. [redacted] has been credited the
remaining funds by American Express, we will not be responding to the dispute.
Please close this complaint accordingly. Thank you.

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.I'm not sure how to let you know that my complaint has been fulfilled. They have reimbursed me my full $662.00. Thank you. ?
Regards,
[redacted]

Unfortunately, Ms. [redacted] does not qualify for a full refund.
We have, however, calculated and issued a prorated refund in the amount of
$226.51. A receipt of the refund transaction has been provided with this
response. Ms. [redacted] spoke with one of our sales agents on July 8, 2014....

She
authorized us to process the down payment of $295 on July 16, 2014. Ms. [redacted] was
informed that she would have 30 days from the sale date, July 16, 2014, in
which she could cancel and receive a full refund. The fact is that we did not
receive Ms. [redacted]’s notice of cancellation until August 21, 2014. This is well
outside of the grace period. Instructions for cancellation were provided in the
contract. Cancellation terms were also disclosed during the recorded
verification at the end of the initial sales call. We apologize if there was
any misunderstanding on Ms. [redacted]’s behalf. We have issued the refund due under
the terms of the contract and ask that the complaint be closed accordingly.
Thank you.

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 would like to note that it was the same company that called me on numerous occasions. Perhaps they "lost" that data when their "system went down." It is also interesting to note that they did not call my home or mobile numbers, since both are already registered on the Do Not Call list. The number they did call was my work number, which I can not register since the line does not belong to me. I do accept their response, and I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

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.
 
Thank you guys for helping resolve this problem.
 I saw their response on Revdex.com website to my complaint. Please keep my complaint on file as this is what actually happened to me with this company. I had called in and see if my account was canceled on 6-1-15, rep tells me it was not and I would have to send a letter requesting cancellation. I asked for [redacted] to see what was going on, but I would always get a he's on the phone right now response. I called again right before their closing hours and again he's unavailable, however this time they claim to see my complaint on Revdex.com and decided to proceed with my request to cancel. Now I am waiting for them to credit back the deposit.
Again, Thank you guys so much for helping me. Without you guys I would still be hassling with this company's lies and attempts to get money out of this.
Thank you
 
Regards,
[redacted]

We are not really sure why this customer felt the need tofile a complaint. Our Customer Service representative explained to the customerseveral times that the instructions for cancellation are simple and clearlyoutlined in the contract...

booklet. The section dedicated to cancellation readsas follows: “Cancellation ofThis Vehicle Service Agreement: In order to cancel, You must mail the Agreement to the SellingDealer or Administrator alongwith written statement of intent to cancel and a notarized statement indicatingthe odometer reading on the date of the request. The customer shall provide acertified odometer statement showing the mileage at cancellation. The certifiedstatement can be obtained from a service facility, DMV, or dealership. If thecertified odometer reading is not available, cancellation will be based on1,250 miles per month. We may cancelthe Agreement if it was obtainedthrough material misrepresentation, fraud, or for non-payment of the Agreement price.”As was explained to the customer when he called our CustomerService Department, we essentially just need notice of cancellation from thecustomer in writing. Written noticeis required in order to release the Administrator from liability for futureclaims against the contract. Since the customer’s call on February 9th,2015, we have simply been waiting for the customer to submit written notice inorder to cancel the contract and issue a refund of the down payment of $395.00.We will consider this complaint to be the customer’s written notice ofcancellation. The customer’s contract has been cancelled accordingly and thedown payment of $395.00 has been credited to the Visa account on file. Receiptof the refund transaction has been provided with this response. We would advisethe customer refrain from making purchases employing companies in the futuresolely with the intent of cancelling.

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.
Regards,
[redacted]

I’m responding to a complaint filed as #[redacted]. On 
rgb(204, 204, 204);">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]

This complaint is completelybaseless and we ask the Revdex.com that it be removed immediately. Ms. [redacted] is not“out” any money. Ms. [redacted] has been refunded by our company in full in theamount of $349.26. A check was, in fact, sent to her via FedEx overnight. Wehave included a copy of the...

cancelled check as it shows in our company’s onlinebank account portal. The FedEx tracking number is [redacted]. We have alsoincluded a screenshot showing the delivery confirmation from FedEx. In reality,since Ms. [redacted] stopped payment on the original check for the down payment and cashed the refund check we sent toher, Ms. [redacted] ended up receiving a total of $544.26, having only paid 349.26into the contract. Ms. [redacted] purchased a vehicleservice contract from us on November 7th, 2014. She submitted to arecorded, third-party verification during which the terms and conditions weredisclosed to her. She stated on recording that she agreed to the terms andconditions and authorized the charges to her account. A recording or transcriptof the verification can be provided upon request. The fact that Omnisure wouldbe processing the monthly payments was also disclosed during the verification.On November 12th, 2014,Ms. [redacted] called to inform our Customer Service Department that she wished tocancel the contract. Ms. [redacted] was given access to the vehicle service contractonline and was advised to follow the instructions for cancellation in thecontract, as the procedures for cancellation vary slightly depending on theadministrator. It typically simply requires that notice of cancellation besubmitted by the customer in writing. Ms. [redacted] ended the call. On November 21st, 2014,Ms. [redacted] called in to our Customer Service Department again. She seemed upsetand was transferred to one of the managers in our Customer Service Department,Mr. [redacted]. Mr. [redacted] spoke with Ms. [redacted] and again explained that shewould simply need to follow the instructions in the contract, which reads asfollows:“Page 9 of 15 XI: Cancellation……6. To request cancellation, please send a request forcancellation to OUR address within 10 days of the requested cancellation date.The request shall include YOUR contract number, name, address, reason for cancellation,and certified odometer statement.”Mr. [redacted] asked that Ms. [redacted]simply submit a request in writing in order for us to process the cancellation.He provided Ms. [redacted] with an email address and asked that she send writtenrequest to his email address. Rather than comply with the simple request for anemail, Ms. [redacted] insisted that she was explicitly told by the salesrepresentative that she would be “cancelled immediately over the phone” and sherefused to send an email. Mr. [redacted] then explained to Ms. [redacted] that he wouldhave our Compliance Department listen to the sales call to determine whether ornot this was the case. He advised her again to simply send an email so he couldget the cancellation processed. Ms. [redacted] ended the call. She never followed upwith the requested email.Our Compliance Department auditedthe phone call. At no time was there any sort of misrepresentation. Regardingcancellation, the representative’s exact words were: “If you ever decide thatyou want to cancel the contract, just call our Customer Service Department andthey’ll walk you through the process.” Which is exactly what our CustomerService Department did. They explained to Ms. [redacted] exactly what she needed todo to cancel and attempted to make it as easy as possible to do so. On December 10th, 2014,Ms. [redacted] called in irate because a monthly payment had been processed and thecontract had yet to be cancelled. She insisted that Mr. [redacted] had told her onthe 21st of November that the contract would be cancelled and thatshe would be receiving an immediate refund. This was not the case. Asreferenced above, Mr. [redacted] was waiting for an email from Ms. [redacted] in orderto process the cancellation. Later that same day, our ComplianceManager, Ms. [redacted], contacted the administrator of the contract to advise themthat Ms. [redacted] was refusing to send anything in writing, and was able to getauthorization to make an exception to cancel the contract without writtennotice. Ms. [redacted] then contacted Ms. [redacted] to inform her that the contract hadbeen cancelled. In the interest of customer service, we had also elected to“flat-cancel” the contract and issue a full refund to Ms. [redacted], even though shewas outside of the 30 day grace period. We also took the extra step of sendingthe refund check to Ms. [redacted] via FedEx overnight delivery. The consumer does have to bear someresponsibility. It is not at all unreasonable to ask for written notice from acustomer in order to cancel a vehicle service contract. This is needed in orderto release the administrator from liability for future claims against thecontract. We sell vehicle service contracts administered by nationallyrecognized administrators of vehicle service contracts. We are not “runningsome kind of scam.” Ms. [redacted] could have avoided much apparent headache andfrustration had she simply followed the instructions for cancellation in thecontract (the terms and conditions of which she agreed upon) rather than refuseto comply with the simplest of requests. The bottom line is, there wasabsolutely no misrepresentation. We provided Ms. [redacted] with the product exactlyas it was described. Our company did everything we could to facilitate Ms.[redacted]’s request for cancellation. In the end, our company went above and beyondto make sure that Ms. [redacted]’s requests were met. In the end, Ms. [redacted] received$195 more than she had paid towards the contract, due to the fact that she bothstopped payment on the down payment check and cashed a full refund check thatwe had sent. Please close this file accordingly.

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.

Mr. ** 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. ** 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. ** 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. ** 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 Revdex.com close this complaint as “invalid” or “information only,” since thedown payment was refunded within a week of receiving Mr. **’s cancellationrequest. Mr. ** 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.

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.
Regards,
[redacted]

Revdex.com:If it's not them, it's someone claiming to be them  
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.
Regards,
[redacted]

Our Compliance Department has reviewed the call and therewas no “cursing” at all. We apologize if Mrs. [redacted] felt “discriminatedagainst” in any way, but we would like to assure her that was certainly not ourintention. As we stated in our original response, we typically do not acceptcall backs to activate coverage to avoid customers calling to place a vehicleunder coverage after a breakdown. We informed Mrs. [redacted] at the beginning ofthe call, during the recorded authorization that we do not accept call backs.If Mrs. [redacted] felt pressured or took offense to anything the call, but therewas absolutely no cursing or name calling. We are perfectly willing to providethe Revdex.com with a transcript or recording of the call, if requested. We feel thatthis complaint has no real justification and ask that the Revdex.com remove thecomplaint or close the complaint as resolved. Mrs. [redacted] is not a customer ofours, her number has been placed on our internal “Do Not Call” list and wesincerely apologize for any offense she may have taken to our product offering.

[redacted] has been refunded in the amount of $295.00. Thecredit has been processed to the Visa account ending in 6642. A receipt of therefund transaction has been provided with this response. [redacted] was advisedthat written notice was required in order to cancel the contract. We...

willconsider this complaint to be sufficient written notice. We would advise [redacted] that if he is offered a product or service in the future that he does nothave any interest in, he simply decline and save himself from future distress.We apologize for any misunderstanding or inconvenience and we are glad to beable to get this issue resolved.

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 the response of the business in the public interest for the following reasons-
The business did contact me in June to inform that the plan was cancelled. But told me that it would take 3-4 weeks for the refund to process. This is the reason I waited. I decide to give them additional weeks because as a business they were quick to take my money (processed credit card and signed me up over the phone the same day) but were very slow and difficult to cancel ( I had to speak to multiple customer representatives none of whom were knowledgeable about the cancellation process). 
I tried to reach the agent who signed me up but she had given me an incorrect extension. They refused to connect me to the signing agent.
When I did make contact in early August to enquire about the refund I was told that the refund had already been processed. When I informed that I had not received the promised refund I was told that they had to check with the manager and will contact me back the same week. They did not.
I then called them again the following week to check what had happened to my refund. I received the same response again. There was no record of my previous inquiry. The customer service agent again said that they have to check with the manager. I told them that this was my second time checking and that nobody had got back to me and insisted on talking to the manager. I was transferred to the manager and left a voice mail. I did not receive a call back.
I then had to contact my credit card company to dispute the transaction. They promised me an immediate refund.
It is only after all this that I made a complaint to the Revdex.com.  
Even though they have now given me a refund, I prefer that the complaint be available in the public domain for other customers to know how this business treats its clients.
Regards,
[redacted]