Auto Protection Department

BUSINESS RESPONSE:
We apologize for any frustration this may have caused Mr.
[redacted], ID#[redacted].  We have
put ###-###-####,  on our internal “Do Not Call List”, and he will never be contacted by
our company again.  We also...

suggest Mr.
[redacted] register with his state and federal “Do Not Call” registries.  We hope this satisfies Mr. [redacted] request,
and hope that the Revdex.com will close this as "Information Only" since Mr. [redacted] is
not our customer, and he was already added to our "Do Not Call" list.

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 sure why [redacted] would think that he was“scammed.” We provided exactly the product warranty that we stated we weregoing to provide to him. [redacted] purchased the warranty from us on April24th, 2015. The product and warranty booklet were delivered to hishome address a few days...

later. On May 5th, 2015, [redacted]called us to ask several questions and stated that he had several concerns. Ourrepresentative answered his questions and addressed his concerns and explainedthat if [redacted] wished to cancel the warranty, he would simply need tosend notice in writing, via email or otherwise. Apparently, prior to everattempting to contact our Customer Service Department, [redacted] made thiscomplaint to the Revdex.com. We will consider this complaint to be sufficient “writtennotice” of cancellation. The down payment of $195 has been refunded and nofurther charges will be made to the customer’s [redacted] card. We have provided areceipt of the refund transaction with this response. We ask that the Revdex.comremove this complaint, as the customer made this vague complaint to the Revdex.comabout being “scammed” before ever attempting to contact our Customer ServiceDepartment regarding cancellation. The complaint is therefore baseless andcompletely without merit; and in our opinion it should be taken down.

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.
The company replied that they sent me a refund check. HOWEVER, it bounced. My bank says the reason is that the account is closed.Would you note this on the case and please change the status to UNRESOLVED.
Regards,
[redacted]

We have reviewed Mr. [redacted]’s complaint and have taken a look at our phone
records accordingly. Our records indicate that Mr. [redacted]’s number was called
by our company, but has since been added to our internal “Do Not Call” list. In
all likelihood, ours...

is not the only vehicle service contract company that has
been calling Mr. [redacted]’s phone number. We can assure Mr. [redacted] that he will
never be called by our company again, but we cannot guarantee that he will not
continue to be called by other companies. We would advise Mr. [redacted] to
register his number with the Federal Do Not Call registry. This will prevent
all future solicitation calls from any reputable company.

We apologize if there was any misunderstanding on behalf of[redacted], but his cancellation occurred outside of the 30 day grace periodand his refund was therefore a prorated refund, rather than a full refund. [redacted] purchased the contract on November 13th, 2014. His notice...

cancellation was not received until December 15th, 2014. This is
outside of the 30 day grace period allowed by law and disclosed to [redacted] was advised by our Customer Service Department that if his cancellationwas received within 30 days, he would receive a full refund; otherwise therefund would be prorated and subject to any cancellation fees outlined in thecontract. A $50 cancellation fee was passed through from the administrator ofthe contract and the remainder was the prorated amount calculated using theending mileage provided by [redacted]. In order to cancel the contract, [redacted] simply needed to follow the instructions in the contract booklet thatwas delivered to [redacted] in November. The contract states the followingregarding cancellation:“F. CancellationProvisions      1. You may cancel this Contract at anytime by returning it to Us. Acurrent certified odometer         statement indicating theodometer reading at the date of the request for cancellation will be         required.”The fact is that [redacted] did not return the contractwithin the first 30 days. However, in the interest of customer service and inlight of [redacted]’ misunderstanding, we have refunded the remaining $135.72.A receipt of the refund transaction has been provided with this response. Therefund should be visible on [redacted]’ account within the next three to fivebusiness days. We would advise [redacted] that, in the future, he may wish toreview his future purchases in a timelier manner; in order to avoid this typeof situation. If any additional information is required, please contact us. Weask 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.
The company replied that they sent me a refund check. HOWEVER, it bounced. My bank says the reason is that the account is closed.
Would you note this on the case and please change the status to UNRESOLVED.
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.
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]

Our records indicate that our company has called Ms. [redacted]’
number twice. The first call went to a voice mail or answering machine. On the
second call, which occurred on September 26th, 2014, Ms. [redacted]’
number was placed on our internal “Do Not...

Call” list. It is highly probable
that Ms. [redacted] is receiving solicitations from multiple companies. Our
company will never call Ms. [redacted] again, but we cannot say the same for
other firms. We would advise Ms. [redacted] to simply register her phone number
on the national “Do Not Call” registry. She can copy and paste this link into a
web browser in order to register any phone numbers that she wishes to register:
//www.donotcall.gov/register/reg.aspx. We ask that the Revdex.com close this complaint
as “information only” since Ms. [redacted]’ number had already been added to our
internal “Do Not Call” list.

It is unfortunate that Ms. [redacted] feels the way that shedoes and again, we apologize for any misunderstanding. As a company, we striveto go above and beyond to meet and exceed our customers’ needs andexpectations. However, we do understand that it is impossible to satisfy everysingle customer; as we do encounter people with unreasonable and unrealisticexpectations and demands. Ms. [redacted] does not qualify for a full refund. OurCompliance Department has reviewed the calls and has determined that there wasno misrepresentation on the part of our Sales Representative at the time ofsale. We also apologize for any perceived “rudeness,” but she was simply toldthat she does not qualify for a full refund. Ms. [redacted] does indeed qualifyfor a refund, it would simply be a prorated refund. In all likelihood, she willbe eligible to receive the majority of what she had paid into the contractback. We have cancelled the contract as of June 30th, 2015; the datethat she submitted her complaint to the Revdex.com. We consider the complaint herwritten notice of her intent to cancel the contract. In order for Ms. [redacted]to qualify for a prorated refund, she will need to send in a certified odometerreading (i.e.: an invoice form a dealership or repair facility) dated within 10days of the cancellation date (June 30th, 2015) or a notarizedaffidavit of the mileage at the time of cancellation. To facilitate thisprocess, we have included a blank affidavit which Ms. [redacted] may print, fillout and have notarized (most banks have notary public on staff to assist theircustomers at little or no cost). She will need to mail the completed affidavitto our physical address. Upon receipt of the odometer reading, we willcalculate and issue a prorated refund. If there are any questions or if anyadditional information is required, please don’t hesitate to contact us. Werespectfully ask that the Revdex.com close this complaint. 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.
Regards,
[redacted]

We are not sure why Ms. [redacted] felt the need to write acomplaint. The fact that this is a product warranty is very clearly explainedseveral times during the sale and disclosed again during the recordedthird-party verification at the end of the sales call; so we are not sure howMs....

[redacted] could have failed to anticipate receiving the product in the mail.The warranty does not cover “damage from the oil additive,” but failure of anyof the systems/components listed as covered components in the warranty. Ms. [redacted]was informed that she had a 30 day grace period in which she could cancel toreceive a full refund. Her cancellation notice was received and the warrantywas cancelled effective the date of the postmark on her written notice, June 4th,2015. The down payment was refunded on June 12th, 2015. A receipt ofthe refund transaction has been provided with this response. Please close thiscomplaint accordingly.

Revdex.com:
I believe this matter was resolved solely because the Revdex.com became involved. The supervisor, [redacted], that I had left multiple messages for was anything but professional.
I am thankful the Revdex.com is there to support and assist with difficult situations such as these. I have my refund and I will have to be satisfied with that.
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.I have just a couple of final responses to this business who obviously don't really care about keeping customers happy and referrals to others, good or bad. 
-- I find it a convenient excuse to use the received/post date on my cancellation letter. After it is put in the mailbox (which was before the 26th, it was out of my control. Did I mention that was Thanksgiving week? Could that have had anything with the mail?  $191.66 seems a pretty high price to pay for a letter being late by 4 days, AFTER it was already cancelled in the computer. Doesn't it? Even at that, taxes and voting dates use the post marked date on the envelope so people actually get the full deadline. IF this company was up to date in the usage of electronic communication ie: email, fax, or even a scanned copy of the original document of cancellation, this wouldn't even be an issue. (Interestingly enough, Legal Release of Information for use in Medical, Mental health, school, or legal services are legal to be faxed or scanned.)  In reading other complaints, this isn't the first time a cancellation arrived "too late" yet the full refund was granted. Why am I any different? 
--I have no problem taking responsibility for my actions of not understanding that the letter had to BE THERE before the 26th, not mailed by then, which it was by the 24th.  In talking to the rep, I understood it had to be in the mail before the 26th. OBVIOULSLY I would have paid for next day air,  which just means more $ out of my pocket to get my full 30-day review period from this company.  
-- I didnt "refuse" to send in a certified odometer reading. I was informed of this 2 months after my letter had been sent. There was no communication from this company regarding my cancellation letter being late, until I called to find out why it hadn't been processed.  By that time, I couldn't get an accurate reading for December 1. I thought it was a rediculous request now 3 months later. The contract was never in force, as I was told it was cancelled pending receipt of my letter, so no further payments or services were ever rendered.  I attempted to call [redacted], the parent company to complain, and I wasnt a customer yet so they referred me back to Auto Protection. 
Finally, I believe that a company should practice true customer service if they want to build or keep a business. I know from working in Customer Service that there are ALWAYS exceptions to the rule. In the world of electronic communication, it should be MUCH easier to communicate with every company. NO customer should ever be talked down to or belittled by customer service representatives, much less a Manager.  I really hope this can get resolved with the rest of my refund of $191.66 being granted. 
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the company is not being honest about their calling methods and/or they're subcontracting the calling to another company, thus keeping them "in the clear" of any calling rule violations.  I've also put our numbers on the "Do not call" national registry (again) just in case our numbers were released unintentionally by entering any contest or drawing.
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]

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.  However, future customers should be made aware of the unaddressed complaints. Customers will be told they can cancel their purchase in a 30 day window, but will find it impossible to contact this company once a sale is made.
Regards,
[redacted]

Our records indicate that the second number listed by Ms.[redacted] was indeed called by our company. It was called only once. In October of2014. It was added to our internal “Do Not Call” list at that point. TheNational “Do Not Call” registry indicates that both of the numbers listed byMs. [redacted] are indeed on the National “DNC” list. They were both added in May of2015. Unfortunately, Ms. [redacted] is mistaken. As we stated in our originalresponse, our company has not been calling Ms. [redacted]. We do not own the numberthat is showing up on her caller ID. We’re sorry, but there is no way for us tostop any other companies from continuing to call her. The calls should stop,however, since her numbers have been added to the National “DNC” list in LateMay. If the company(s) calling Ms. [redacted] are in compliance with the “DNC”rules, the calls will only continue for a maximum of 30 days after the datethat she registered her number. Again, we respectfully ask that the Revdex.com removethis complaint, as it is directed at the wrong company. We can provide phonerecords to prove this, upon request. We would like to wish Ms. [redacted] the bestof luck in her pursuit of the identity of the company that has actually beencalling her. If there are any questions or if any additional information isrequired, please don’t hesitate to contact us.

On May 15th, 2015, Ms. [redacted] authorized a $495down payment and 18 monthly installments for the purchase of a product warrantyfrom Auto Protection Department. Ms. [redacted] first contacted our CustomerService Department on June 16th, 2015, 2 days outside of the 30 daygrace period...

provided by federal law. When our representative explained to Ms.[redacted] that she was outside of the 30 day grace period and that she would needto send written notice in order to cancel the warranty, Ms. [redacted] claimed thatshe had never received the warranty booklet in the first place. Thiscontradicted a statement that she had made earlier on the same phone call, inwhich she mentioned that she was cancelling because she had reviewed thewarranty and it was not to her satisfaction. Ms. [redacted] abruptly ended thephone call when she was told the sales rep who set up the warranty was notavailable at that time. Ms. [redacted] called our Customer Service Department againon June 22nd, 2015. During this call she stated that she had mailedwritten notice on June 9th and wanted to know if we received that.The representative pointed out that the first time that Ms. [redacted] called ourCustomer Service Department was on June 16th and at that time shehad stated that she had never received the warranty booklet and that she wasunaware that she needed to send written notice. Ms. [redacted] then stated that shesent written notice on the 16th as well. The representativeexplained that we had received neither notice that Ms. [redacted] claimed to havesent. At that point, Ms. [redacted] abruptly ended the second phone call. At thetime of this response, we have yet to receive written notice of cancellationfrom Ms. [redacted]. Based on the terms and conditions of the warranty, Ms. [redacted]does not qualify for a refund of her down payment; however, in the interest ofcustomer service we have elected to process a full refund of the $495.00 downpayment. A receipt of the refund transaction has been provided with thisresponse. We ask that this complaint be closed accordingly.

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]