Automotive Product Consultants

We reviewed our database and determined that we have only mailed the consumer one timeWe have removed the consumer from our database so as to ensure that our company does not mail the consumer againWe also called the consumer and left a message to that same effectThe consumer referenced multiple mailers she has receivedThese mailers were from other companies offering the same serviceWe suggest the consumer contact these companies directly requesting them to remove her from their mailing list as well to avoid any unwanted solicitationsAs stated, we have removed the consumer from our marketing database

The customer called to cancel on 9/1/as a result of a denied claimThe claim was denied because the repair was determined to be a pre-existing conditionAlthough the customer had recently purchased the vehicle so it was new to them, we did disclose to the customer on when the customer purchased the plan that pre-existing conditions were not coveredWhether a vehicle is new to the purchaser or not does not change the terms of the contract regarding pre-existing conditionsAlthough the repair required as defined was a covered item that is superseded by the term regarding pre-existing conditions not being coveredWe informed the customer what was necessary to cancel the plan on 9/1/The customer did follow our instructions and sent in written notifications with the information we requestedOur customer service agent did not see the mileage on the letter when it was sent in and thus the correct mileage provided by the customer was not entered properly on the accountThis caused an incorrect refund calculation The customer called back on 10/4/at 8:AMAt this point our customer service agent was able to determine that the cancel mileage entered in the system did not agree with the mileage providedOur representative explained that by updating the mileage a $refund would be sentThe customer wanted a full refund so our agent agreed to escalate the call to our customer service managerOn 10/4/at 11:Am we received the complaint via emailO 10/4/at 11:AM our manager called the customer and left a voicemail after reviewing the account to offer a full refund without any knowledge as to the complaint being filedThe customer did not call backWe called again on 10/7/and talked to someone in the household requesting a call backWe made a few more attempts to call the customer letting them know we had no problem issuing a full refund but never received a call backThus, on 10/11/we cut a check and sent a full refund to the customerWe called a few more times to confirm receipt but have not yet received a return a callWe assume the issue has been resolved since we did send a full refund and did not get a return call

Initial Business Response / [redacted] (1000, 7, 2015/11/05) */ We tried several times to contact the customer to make sure we handled her complaint to her satisfaction but we were not able to get a responseWe added the customer to our suppression files so as to not send any future solicitationsThe customer did make a reference to other companies and we would not be able to assist in this regard other than recommending to request removal from their lists in the event she receives a solicitation from a different organizationOur product is intended for people who did not purchase a plan from the automobile dealership when they bought the vehicleIf it is determined we sold a customer duplicate coverage we always refund the customer 100% of their money regardless of how long the contract has been in place Our company takes all customer complaints seriouslyWe requested the call to be reviewed by a manager and any disciplinary actions be taken if at any time our representative did not follow our rules and proceduresOur company performs marketing on behalf of hundreds of auto dealers, hundreds of credit unions, several large automotive finance companies as well as some of the OEM brandsThese companies would not contract with our company if we were not following specific protocols and standards in our operations If the customer needs any additional assistance I can be contact directly regarding this complaint

Initial Business Response / [redacted] (1000, 11, 2016/01/13) */ We left the customer a message todayWe would like to discuss the complaint with her.We are awaiting a response from the customerOnce we get a response we can provide more information Final Business Response / [redacted] (1000, 18, 2016/02/04) */ After several conversations with both [redacted] and the Administrator of the contract we were able to get the claim paidThe Administrator will be sending [redacted] a check for the total cost of the repair including the rental expense that exceeded the contract limit less the deductible The cause of this issue really stemmed from some failures on the part of the AdministratorWe were able to show them where they had dropped the ball and thus they agreed to pay the claim [redacted] was awesome to work with and was patient while our company stepped help to help her with this issueAt this point we believe we have taken care of [redacted] 's complaint

We attempted to contact the consumer via phone regarding this complaint but were unsuccessfulThe dialed the number provided in the complaint times and in every case we received an error message from the phone carrierTherefore we sent the consumer an email messagen the email we informed the consumer that we had removed them form our marketing databaseWe also provided some background information about our companyUnless we hear back form the consumer we assume we have satisfied there request.The message sent via email is outlined below:"We send solicitations to consumers offering them an opportunity to purchase additional coverage beyond the manufacturer’s basic limited factory warrantyOur solicitation informs customers that the factory warranty comes with a limited amount of timeWe do not know whether a consumer has purchased additional coverage from a dealership at the time the vehicle was purchased unless we have a relationship with that dealerWe have been in business for yearsWe do business with hundreds of dealerships across the county as well as several OEM brandsWe can assure you we are not a scamThere are several companies in this industry using illegal means of contacting customers who may not offer products using the same standards in which we offer themIn fact, we explain this very point to the new car franchises we do business with on a regular basisIn the complaint it is mentioned that you already have coverage and a warranty through ToyotaWe have updated our records to reflect this which will suppress any additional solicitations being sent from our company.We hope that this information satisfies your complaint and provides some background into who we are as a businessWe take all customer/consumer complaints serious and make an attempt on every complaint to communicate directly with the customer/consumer to make sure we have resolved the complaint to their satisfactionIn this case we have removed you from our marketing database."

On 9/28/at 3:PM the customer called regarding a contract we sold the customer on 8/15/The customer was unhappy about a claim issue that was determined to be a pre-existing condition by an inspectorThe customer wanted the contract cancelledOur representative informed the customer we could cancel the contract but it was past the free look period of daysThe customer wanted a full refundOur representative informed the customer she would escalate the call to a manager to call him back regarding his request for a full refundOn 9/28/at 4:PM we received this complaintOn 9/28/at 4:PM our customer service manager called the customer and agreed to the full refund with no knowledge of this complaint having been filedThe customer sent in the written notification for cancellation as instructed by our customer service manager which was logged in the system on 9/29/On 10/11/we mailed the full refund to the customerOur customer service manager was instructed to call the customer to make sure they knew the full refund was on its way after we informed him of this complaint

Initial Business Response / [redacted] (1000, 10, 2015/11/10) */ We sold a service contract to the customer for his vehicle on 10/1/On Friday 10/2/at 1:PM the customer called back to cancel the planWe cancelled the plan immediatelyWe processed the cancel the next business day on 10/5/ which was a Monday calculating a full refundWe issued the credit back to the card used to buy the plan the same day We generally process cancellations daily in the morningBy the time the customer called we had already processed the cancellation batch for the day thus it was processed the NEXT business dayThe issuing bank of the credit card controls the posting of the credit which can take an additional day or two but is beyond our controlThe customer was told at the time of cancellation the refund could take up to 3-days to appear on his credit card accountWe had already processed the credit with our card processing merchant by the time we received this Revdex.com complaintWe contacted the customer multiple times to confirm receipt of the credit but the customer never called us backWe therefore assume the customer did indeed receive the credit we issued to the account

After receiving the complaint we made a few attempts to contact the consumerThe consumer never returned our callWe did also send an email to the consumer explaining how the process worksIn researching this complaint this inquiry appears to be from a mail campaign sent to the consumer in October of We purchased the consumers lead pursuant to a pre-screened firm offer of insurance from a credit bureau providerUnless a consumer opts out directly with the credit bureau providers companies can purchase data offering firm offers of credit or insurance from the credit bureausThe credit bureau does post an inquiry to the consumers report to track the offers the consumer qualifiedWe have no control over these postings as those reside with the credit bureau providerWe did included information on our piece with instructions for how the consumer can opt out of these offersIn our email we provided this same information again to the consumerWe also added the consumer to our suppression files to prevent future solicitations from our companyWe hope this resolves the issue to the consumers satisfactionIf not the consumer can contact us directly

Hello my name is *** ***I am the one who made this complaint since my complaint was made I got notice today they have agreed to pay for the repairs of the transmissionTherefore I want to cancel my complaint or change the status as resolvedRevdex.comAfter receiving the customer’s complaint we
contacted the customer directly to get some back ground information regarding the repair issue. Our company stands behind our products and the providers we represent and our goal is to make sure customers are happy with the service providedIn this case we felt the customer most certainly had an issue that was not a pre-existing condition so we contacted the claims center as a customer advocate to get the issue resolvedBetween our efforts with the claims center and our own contributions we were able to get the repair covered in full less the deductible. We also discussed with the consumer our relationship with *** USAWe have been marketing consumers of *** USA for over years through a contractual relationship*** USA is a very large organization and thus the typical customer service representative may not be aware of this joint program we have with their companyWe have specific contacts at *** USA for referring customers to that can verify our relationshipWe wanted to make sure the customer understood that our relationship is contractual and that we are the company *** USA endorses for our product offering to their customersWe also sell the *** USA product S-guard as part of this programIt is important for us to make sure customers know that our marketing efforts are done through the appropriate procedures since misinformation can cause unnecessary issuesIn this case we were able to make sure the claim was handled and make sure the customer understood the extent of our relationship with the finance company. If the customer should need any additional assistance the customer can contact our customer service department directly at any time during business hours

The consumer called our business on 6/26/During that call the consumer wanted to know why we Sent him a mailer and where we got his informationOur representative explained to the consumer where the information came fromThe Consumer also requested that we do not contact him againOur
representative flagged the record for suppression We acquired the consumers information pursuant to a firm offer of credit/insurance from Trans Union a credit bureau providerThe credit bureau providers are allowed to sell marketing leads pursuant to firm offers for credit/insurance through a pre-screen selection process provided the consumer has not previously opted out of this processThe notification we sent included the instructions for how consumers can opt out of these offers directly with the credit bureauAlthough we have added the consumer to our suppression files that does not mean the credit bureau will be removing the consumer from their marketing databaseThe consumer will need to call *** to opt outBy opting out directly with the credit bureau providers (the number opts the consumer out for all of the credit bureau providers) the consumer will be preventing any company from acquiring marketing leads from them for firm offers of credit or insuranceWe want to make sure the consumers understands this point since opting out with our company does not mean the consumer will be opted out with themThe opt out line is a national database so calling the one number will opt the consumer out with all credit bureau providers for firm offers of credit/insurance. At this point we have removed the consumer from our databaseThat was done during the call on 6/26/We hope the additional information provided here will assist the consumer with any further restrictions the consumer would like with the credit bureau providersShould the consumer have any additional questions he may contact our customer service department

Initial Business Response /* (1000, 7, 2015/07/28) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@apcisg.com
We attempted to contact the customer after receiving this complaintUnfortunately, the call was disconnectedWe attempted to call back but it
became obvious the customer was not interested in talking with usWe therefore sent an e-mail to the customer explaining our company and our business practicesWe do not engage in outbound telemarketingMoreover, to date, we have only ever sent one mail solicitation to the customerThe customer has been solicited by several companies in this industry providing similar services to those provided by our company
In our e-mail we provided the customer with information as to how to combat unwanted solicitations from so many different companiesMoreover, we provided specific information on how to combat illegal telemarketing phone callsFinally, we explained to the customer we have added her name to our suppression files so that our company will not solicit her in the future
Unless we hear otherwise from the customer by phone, e-mail, or through the Revdex.com we will assume this complaint is resolved

We have reviewed the customer's account and noted that the plan was cancelled the same day it was purchased on 6/27/and that the refund was issued on the following business day on 6/28/back to the card it had been processed initiallyWe pride ourselves on having quality customer service
and although we do encourage representatives to promote retention of service we do not promote or tolerate any lack of professionalism on calls with customersWe train our representatives to focus on a positive customer experience and reinforce this message regularlyWe also submitted the call to our quality assurance department for review requesting any additional training or disciplinary action be taken to the extent the call does nor meet our service standardsWe apologize for any inconvenience caused by our representative and are committed to making sure we maintain the highest level of service with our customer interactions to avoid negative experiences with customers

Initial Business Response /* (1000, 7, 2015/09/03) */
After receiving the complaint we contacted the customerWe discussed the marketing piece and we discussed her desired resolutionWe gave the customer a few options as it relates to suppressing her from future marketingThe customer chose the
methodology she desired and we implemented the desired suppressionThe customer was very pleasant to work with in resolving this complaint and we appreciate all the feedback she provided usIf the customer has any additional issues she can contact us at any time

Initial Business Response /* (1000, 7, 2015/12/08) */
Contact Name and Title: *** ***, President
Contact Phone: XXX-XXX-XXXX
After receiving the complaint we attempted to call the phone number multiple times on the complaint but it rings with no answer or voice mailWe also tried sending an
e-mail but the e-mail address provided kicked back as not being deliverableWe always make multiple attempts to contact consumers who have posted a complaint directly to make sure we have handled their complaint to their satisfactionIn this case we are not able to with the information provided
Our company has been in business for over yearsWe perform marketing services through a variety of marketing channels including on behalf of hundreds of dealerships, several manufacturer brands, hundreds of credit unions and some of the largest automotive finance companies in the USAOur marketing is designed to provide people with an opportunity to purchase coverage on their vehicles post point of vehicle purchaseOur goal is not to provide coverage to people who do not need it or want itBased on the complaint it appears the consumer is not interested in our products or servicesAs a result we have added the consumer to our suppression files so as to make sure she does not receive marketing solicitations from our company in the futureOur goal is to respect the wishes of consumers in all of our marketing effortsIt is an important principle at our company and our employees are trained on abiding by this principle
We would like to point that there are many companies offering similar products through multiple types of marketing platformsThese platforms include direct mail, e-mail and phone solicitationsWe have added the consumer to our suppression files based on this complaint but the consumer may receive offers for similar products from other companiesWe instruct consumers to contact those companies directly to be taken off of their marketing lists or databases if consumers wish not to receive themRegistering with the federal do not call list is also important in the event the consumer is receiving any unwanted telephone callsOur goal is to educate consumers to help them manage any unwanted solicitations as we feel it is important to provide any assistance we can in meeting there wishes
We hope the information provided will be of use to the consumer and we hope that the steps we have taken are to the consumers satisfactionWe do not get very many complaints, but when we do we take them very seriously

Complaint: [redacted]
I am rejecting this response because: I want to be taken off their marketing list!
Sincerely,
[redacted]

We have addressed the customer's request in our initial response. The request was to be taken off of our mailing list which is what we did by adding her to our suppression files. If we receive the customer's information from any source in the future our system will remove the customer from any future mailing. Maybe the customer was confused by the other recommendations we provided with respect to making sure the customer does not get marketed by other companies but we have put the customer in our suppression files the result of which prevents any future mailing to the customer by our company.

The customer called to cancel on 9/1/2016 as a result of a denied claim. The claim was denied because the repair was determined to be a pre-existing condition. Although the customer had recently purchased the vehicle so it was new to them, we did disclose to the customer on when the customer...

purchased the plan that pre-existing conditions were not covered. Whether a vehicle is new to the purchaser or not does not change the terms of the contract regarding pre-existing conditions. Although the repair required as defined was a covered item that is superseded by the term regarding pre-existing conditions not being covered. We informed the customer what was necessary to cancel the plan on 9/1/2016. The customer did follow our instructions and sent in written notifications with the information we requested. Our customer service agent did not see the mileage on the letter when it was sent in and thus the correct mileage provided by the customer was not entered properly on the account. This caused an incorrect refund calculation.  The customer called back on 10/4/2016 at 8:28 AM. At this point our customer service agent was able to determine that the cancel mileage entered in the system did not agree with the mileage provided. Our representative explained that by updating the mileage a $302 refund would be sent. The customer wanted a full refund so our agent agreed to escalate the call to our customer service manager. On 10/4/2016 at 11:27 Am we received the complaint via email. O 10/4/2016 at 11:56 AM our manager called the customer and left a voicemail after reviewing the account to offer a full refund without any knowledge as to the complaint being filed. The customer did not call back. We called again on 10/7/2016 and talked to someone in the household requesting a call back. We made a few more attempts to call the customer letting them know we had no problem issuing a full refund but never received a call back. Thus, on 10/11/2016 we cut a check and sent a full refund to the customer. We called a few more times to confirm receipt but have not yet received a return a call. We assume the issue has been resolved since we did send a full refund and did not get a return call.

We did indeed send the consumer a direct mail solicitation. However, our mail piece does not say the manufacturer's warranty has expired on their vehicle. Rather, it merely states that the time provided by the manufacturer is limited. All manufacturer warranties for automobiles are limited in terms...

of the amount of time and miles the vehicle is covered until it expires. Our piece offers the consumer an opportunity to get additional coverage beyond the factory warranty if they are interested. We request the consumer call if they are interested. This consumer is not interested and therefore we have added this consumer to our suppression files. We have been in business for 16 years and we provide marketing service to Automobile manufacturers, Automotive Finance companies and thousands of automobile dealerships around the country. We are not in the business of deceiving consumers nor do we sell products to consumers who don't need them. If we identify a consumer purchased from us who already had extended coverage for their vehicle we always refund 100% of any money paid for products we have provided. We rely on the consumers knowledge of whether they had paid for a plan prior to contacting us. We attempted to contact the consumer to explain everything above as well as explain that we added the consumer to our suppression files but whoever answered the phone hung up on us so we were unable to do it outside of this format. We always make an effort to handle any complaint we received with a live person rather than a letter or e-mail. Should the consumer need anything else the consumer can contact me directly at the number provided to the Revdex.com.

We reviewed our database and determined that we have only mailed the consumer one time. We have removed the consumer from our database so as to ensure that our company does not mail the consumer again. We also called the consumer and left a message to that same effect. The consumer referenced...

multiple mailers she has received. These mailers were from other companies offering the same service. We suggest the consumer contact these companies directly requesting them to remove her from their mailing list as well to avoid any unwanted solicitations. As stated, we have removed the consumer from our marketing database.

On 9/28/2016 at 3:44 PM the customer called regarding a contract we sold the customer on 8/15/2016. The customer was unhappy about a claim issue that was determined to be a pre-existing condition by an inspector. The customer wanted the contract cancelled. Our representative informed the customer we...

could cancel the contract but it was past the free look period of 30 days. The customer wanted a full refund. Our representative informed the customer she would escalate the call to a manager to call him back regarding his request for a full refund. On 9/28/2016 at 4:14 PM we received this complaint. On 9/28/2016 at 4:33 PM our customer service manager called the customer and agreed to the full refund with no knowledge of this complaint having been filed. The customer sent in the written notification for cancellation as instructed by our customer service manager which was logged in the system on 9/29/2016. On 10/11/2016 we mailed the full refund to the customer. Our customer service manager was instructed to call the customer to make sure they knew the full refund was on its way after we informed him of this complaint.