Auto Protection Plus

Better Business...

Bureau:
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.
Auto protection plus is making false statements now. I never ever said I was going to do a chargeback. I only did that after they gave me a hard time about my refund and ignored my Revdex.com complaint because I felt I had no other recourse. I never told them I was doi ng a chargeback.
Regards,
[redacted]

I'm writing today in response to my complaint that has not been resolved. I spoke to both a [redacted] and a [redacted] at auto protection plus who assured me that my refund check had been mailed the Tuesday after Memorial Day but the response they sent to the Revdex.com stated something different please tell me how to get this matter resolved thank you in advance.

Case# [redacted]The consumer’s account of what transpired around this contract is incorrect. The customer did reach our customer service department. We did advise him of the cancellation policy. This customer was refunded the $195.00 down payment and his policy was cancelled.

THIS CUSTOMER REQUESTED TO CANCEL ON 12/5/2017 HOWEVER CUSTOMER PROVIDED US WITH A BLANK CANCELLATION FORM DELAYING PROCESSING. THE CORRECT FORM WAS SUBMITTED 2 WEEKS LATER AND CUSTOMER'S REFUND WAS PROCESSED ON 1/12/2018 PRIOR TO THE Revdex.com COMPLAINT BEING SUBMITTED.

This customer has been refunded the down payment and as requested the payments from monthly service have been refunded via physical Check.

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.During the process of purchasing the warranty, I was informed by this company that they are directly affiliated with BMW.  This is false, however, they "appear" to work with 3rd party warranty/insurance companies that do work directly with BMW.  Second, they informed me that the cancellation of the warranty is easy and can be performed over the phone.  This is false as I needed 3 documents which includes a notarized odometer reading.After a change of heart, I decided to request to cancel the policy after 4 hours of the initial purchase.  I was persuaded by 3 other representatives to wait for the policy to be sent through the mail and to decide later since I was in the 30 day grace period for a full refund.  Therefore, I waited until the following morning to call and requested to cancel my policy.  After speaking to the 2nd employee (1st representative was no help and refused to tell me the cancellation procedure) they informed me that I needed to complete a "booklet" to cancel the policy.  The booklet was located within the warranty package that was being sent through the mail.  I requested for the warranty package to be uploaded on my account webpage and they said that they would.  After 3 hours of waiting, I called again for them to upload the warranty package and again no luck.  I finally asked them to send the policy to me directly via email with the booklet.  After another hour, I received a one page "booklet" form.  This form is just a one-page form that I needed to sign stating that I wanted to cancel.  I called this company back to ask what other documents were needed to complete the cancellation process and they informed me that I needed 1 additional document: notarized odometer reading.  Luckily, with the help of Revdex.com's past reviews of this company, I knew that I needed a 3rd document: hand written letter stating that I wanted to cancel and why.  I asked the representative if I needed a hand written letter and they acted surprised that I knew this and agreed that I needed it as well.  I obtained all 3 documents and got it notarized and sent off to this company overnight.  They received the documents two days after I purchased the policy.I am strongly convinced that this company misrepresented themselves and was not forthcoming on their cancellation policy and procedures.  It is easy to come back and say that I refused to follow their procedures when it was not disclosed to me at the beginning.  I, myself, had to dig and pry to obtain information from this company to understand all that was needed for cancelling a policy and still one of the representative said "you can follow directions can you?" (can't follow directions when you refuse to let your customers know what it is...).  I hope to see my full refund soon.  I was told the rule of thumb for refunds after receiving all documents were 21 days (30 days max).  However, if it is easy to charge me for the policy within 5 minutes, it should just be as easy to refund it back to me.  Most companies can refund a purchase within a week.  21 days?  Interesting stuff...Just want my refund soon.
Regards,
[redacted]

Case#[redacted]This customer received a full refund in the amount of $195.00.

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 claims made by Auto Plus that I never sent in the required documents are false. In fact, I sent the cancellation document twice - once as directed by mail in May 2017 (Auto Plus claims it was never received) and on 6/7/2017 via fax.  Auto Plus provided a fax number when I pressed for an alternative to regular mail.  The contract cancellation document is attached.  If confirmation of the date faxed is needed I can forward the email of the fax I sent on 6/7/2017 to an email address.  Moreover, I was told by supervisor Mason on 7/24/2017 that my refund check was to be finally issued on 8/4/2017, which is in contradiction to what the company wrote in response to my complaint.
Regards,
[redacted]

This customer was part of the legal issues that we are going through with our previous merchant account. Her credit card transaction was processed through the terminal. We have our lawyer in communication with the merchant account provider. They cut off our access to the portal, online access, and...

merchant terminal and we cannot access the funds that they are holding in order to give this customer her refund. We should have this issue wrapped up soon and we are tying in good faith to refund as many customers as we can with our own funds. However, this has taken some time and this customer is on our refund list.

This customer received both refunds as promised and we mailed out his final refund on 9/29/2016 as we committed to. We also have proof that he cashed in on the funds. This complaint has been resolved but the last customer comments do not indicate so. Can you follow up with this customer that we can get the status of this complaint updated?

[redacted]CUSTOMER STATED FALSE INFORMATION IN THIS CLAIM. THE CUSTOMER HAS ONLY PAID US $1182.19 NOT THE $3620 WRITTEN IN THE COMPLAINT. CUSTOMER ACTIVATED THE POLICY ON 4/4/2016. CUSTOMER CALLED AND UPDATED HIS PAYMENT INFORMATION ON 8/9/2016. CUSTOMER CANCELLED POLICY ON 8/30/2016. CUSTOMER...

PAID $1182.19 NOT $3620 AS FALSELY STATED IN HIS COMPLAINT. CUSTOMER IS SCHEDULED TO RECEIVE HIS PRORATED REFUND DUE OF $709.05 Thanks,
[redacted]

This customer was notified by two of our customer service representatives that we needed the odometer statement as refunds are based on several factors: and a few being  time he had the policy, if any claims were filed, and the mileage at the termination of the policy. This is required by the...

administrator and their underwriters of the policy, not by Auto Protection Plus. To date, we still have not receive that odometer statement from the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. 
They falsified having knowledge of my warranty and falsified working in conjunction with my car dealer. Yes, they refunded. But that still doesn't mean they didn't lie about what they actually knew of my warranty and their association with my dealer.  It was under these false pretenses that lead to them acquiring my business in the first place. In other words, false information they claimed to have on my warranty was used to get me to buy the policy. Their sales tactic is to lie to consumers about the necessity of the product by claing they have knowledge that would be more likely to prompt a sale. Furthermore, they had mentioned an association with my car dealer, claiming it was my dealer that gave them my information. This lie was intended to bolster their legitimacy, when the dealer said they gave no such relationship with their firm.The only way to resolve this is if they make it clear to customers during the sales process that they have no certain knowledge of their warranties. They also need to clearly state they are unaffiliated with their car dealership. 
Regards,
[redacted]

This customer was not only refunded but she also did a chargeback and received funds that way as well. She has received funds beyond the amount that she put down for her initial downpayment. Her cancellation letter was received via [redacted] AFTER 30 days. She did not send in a notorized odometer...

statement nor service records. We had to ensure that she did not file any claims nor have any pending claims with the Administrator of her policy. We refunded her on 9/23/2015 in the prorated amount of $186.25 and then she did a chargeback with her credit card company in the amount of $295.00. This is not a valid complaint as this customer now owes us money.

I apologize for missing the deadline of answering to the email that you sent me last week. If possible, I would like to reject the response of the business. They never contacted me about providing an odometer reading. Regardless, I will mail them a statement with the odometer reading today and I am hoping that they will process my refund in a timely manner. Please let me know whether this will be possible. Thanks.Sincerely,[redacted]

Case ID [redacted] – Customer has been refunded his prorated by check.

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.About 3 to 4 days after submitting the complaint to the Revdex.com, the company did refund my money.  I had to call back and I spoke to a gentleman, and he did it while I was on the phone with him.  I had left several messages for [redacted] to contact me, but no response.This issue has been resolved.Thank you Regards,
[redacted]

WE HAVE LISTENED TO THE RECORDED CALL OF THIS CUSTOMER'S SALE. THERE IS NO TIME WITHIN THE CALL THAT WE STATE OR CLAIM TO BE THE DEALERSHIP. CUSTOMER WAS MADE AWARE BY THE VERIFICATION DEPARTMENT THAT THE CHARGE WAS BEING PROCESSED AND CUSTOMER GAVE A CLEAR YES FOR AUTHORIZATION.1ST RECORDED CALL TO...

CUSTOMER SERVICE, CUSTOMER DID NOT TALK WITH A REPRESENTATIVE. CUSTOMER MUST HAVE ACCIDENTALLY CALLED OUR NUMBER AS THE RECORDING IS OF CUSTOMER AND HIS WIFE DISCUSSING STRATEGY AND VERBIAGE FOR THE CANCELLATION CALL. THE SECOND RECORDED CALL TO CUSTOMER SERVICE WAS CUSTOMER'S WIFE CLAIMING TO BE CARETAKER AND STATED SHE WANTED TO CANCEL BECAUSE THE CUSTOMER COULD NO LONGER DRIVE. SINCE THE CUSTOMER AUTHORIZED THE INITIAL TRANSACTION, WE NEEDED POWER OF ATTORNEY DOCUMENTATION FOR THE WIFE TO BE ABLE TO CANCEL THE POLICY. WHEN WE REQUESTED THE POWER OF ATTORNEY DOCUMENTATION, WIFE GOT ANGRY AND HUSBAND THEN TOOK THE PHONE BACK. HUSBAND  AGREED TO FOLLOW CANCELLATION INSTRUCTIONS, YET WE HAVE NOT RECEIVED ANY OF THE REQUIRED CANCELLATION DOCUMENTS. WE WILL REACH OUT TO OUR ADMINISTRATOR TO SEE IF THEY WILL ACCEPT CANCELLATION WITHOUT ODOMETER STATEMENT AND CANCEL LETTER FROM CUSTOMER. IF SO, WE WILL REFUND THE CUSTOMER HIS INITIAL $295 DOWN PAYMENT.

ON 5/4/2016 CUSTOMER CALLED IN TO CANCEL. CUSTOMER WAS GIVEN CANCEL INSTRUCTIONS PER THE CONTRACT AND THE ADMINISTRATOR OF THE POLICY. CUSTOMER REFUSED TO SEND IN CANCEL DOCUMENTATION. CUSTOMER FILED A Revdex.com COMPLAINT ON 5/6/2016. CUSTOMER NEVER SENT IN CANCELLATION LETTER REQUEST OR DOCUMENTS AS...

INSTRUCTED. CUSTOMER DID A CHARGEBACK WITH HIS CREDIT CARD AND RECEIVED HIS FUNDS BACK FROM US VIA THE CHARGEBACK ON 5/24/2016. ONCE THE CUSTOMER DISPUTES THE CHARGE WITH HIS CREDIT CARD, WE CANNOT ISSUE A REFUND TO THIS CUSTOMER AND NO REFUND IS DUE.

Case# [redacted] – Customer is in the list to be issued a prorated refund in the amount of $903.15. We are in communication with our old merchant account regarding releasing the funds associated with this refund and have involved legal counsel.