Car Care

[redacted] , the AIR is to intended to ensure the appraiser is independent in their assessment of a property The appraiser cannot be in violation of the AIR The reason he requested the previous appraisal was to verify property information The fact that the property did come in lower than the previous appraisal confirms that he did not use the value of that previous appraisal and did indeed remain independent in his opinion I am sorry this didn’t work out for you, but if you have an issue with the appraisal, please address those with your loan officer and have him contact us We will be happy to review your concernsUnited States Appraisals

Again, we can issue the full refund once we have approval from the administrator I am not sure who the customer spoke with, however, I have already documented the calls we have taken in regards to this customer

Mr [redacted] set up the coverage with our company on May 26th At the time he explained that he set up another coverage two days previous and would cancel that to keep ours Mr [redacted] called back on June 1st to find out when the policy starts He was advised there is a day and mile wait period before a claim can be filed Mr [redacted] called back again on June 6th to make sure his deductible was $ We assured him that it was, and he stated that he has a problem with the shift assembly Mr [redacted] was advised again regarding the wait period, and that no pre-existing issues will be covered Mr [redacted] stated he understood, and disconnected the call Mr [redacted] contacted our office again just today He stated that he was turning the vehicle back into his dealership We advised him to send us a copy of the paperwork provided when he turns the car in We also told him we would put him on a bill, so nothing additional would draft, and so he would still be eligible for a full refund He stated he understood, and disconnected the call Twenty minutes later, Mr [redacted] called back Now he is stating that he got a better level of coverage at a better price We don't make commission off the policies, and Mr [redacted] was advised that whether or not he kept our policy, we didn't want another company lying to him At the mileage Mr [redacted] is at, he will not qualify for a higher level of protection In the state of Florida, policies are very regulated, and there is not an administrator that would offer him higher coverage Also, the pricing is all approved by Florida State government So the pricing cannot be different We told Mr [redacted] that if he wants to cancel, that's fine, he needs to send in the paperwork that the policy requests, and we will cancel out the policy and issue a refund Mr [redacted] got extremely upset, screamed "you'll see what happens when I contact the Revdex.com" and hung up the phone No one has ever told Mr [redacted] that he cannot cancel We even took steps to give him more time to get the paperwork in, so he can still receive a full refund We placed him on a bill so nothing additional would process out of his account We are a broker, and we have to follow the cancellation procedures that are listed in the policy Per the terms of the contract, "To initiate a cancellation, you must contact the seller/dealer or the administrator to complete and sign a cancellation form OR mail written notice to the administrator which includes your contract number, full name, telephone number, reason for cancellation and your signature A notarized odometer statement or a receipt from a nationally recognized company that includes your vehicle identification number, current mileage of your vehicle, and the date of vehicle service must accompany your request to cancel The odometer statement or receipt that includes your vehicle mileage must be dated within days of your request to cancel (except in the case of repossessed, stolen, or totaled vehicles The Administrator may require supporting documentation under these circumstances)."Once we receive the cancellation paperwork, we will be happy to cancel Mr [redacted] 's contract, and issue his refund I would ask if this can be closed as INFO ONLY as Mr [redacted] intended to use the Revdex.com as a threat to the company to avoid having to mail in paperwork We are only complying with the terms that were outlined to him on the initial call, the call from early June 8th, and twenty minutes later, as well as being delivered in writing through email and mail No one has refused him a refund, or refused a cancellation We are simply asking that he follow the terms of his agreement, which I have attached The cancellation procedures are on page of the PDF, or page of the actual contract

Contact Name and Title: [redacted] CS Manager Contact Phone: [redacted] Ms [redacted] set up a policy with us on September 29th, She called in to cancel and spoke with Andrew on November 30th, stating she wanted to cancel due to a denied claimWe advised her to send in a copy of the repair order, because I will fight for any customer who has a denied claim, and all of our administrators know thisMs [redacted] stated she didn't have time right then, she needed to take care of her babyWe advised her to call back when she had time so we could look over her claimShe stated she didn't want to, so we gave her cancellation proceduresThese procedures require a letter, and a notarized odometer statement, since the refund after days is prorated, based on time and mileage usedWe did receive the letter on December 15th, however, we never received a notarized odometer statementIn fact, no where in her cancellation does it state her mileage The additional payment that was taken was actually her November payment, because she never paid itThe additional dollars was a late fee, because she was a month past dueIf that payment had not been processed, Ms [redacted] 's refund would have been completely forfeited because the account would have been cancelled for nonpaymentThe policy was cancelled as of January 20thWe are given 4-weeks from the time we receive the cancellation paperwork to process the cancellationWe would be happy to refund this policy, as per the stated guidelines in her policy, however, without the mileage, we cannot release a refundIf the payment had not processed, Ms [redacted] would not receive a refund at all, because she made a down payment on September 29th, her first payment on October 29th and no additional payments until the payment that was taken on the 5th to keep it from cancelling outWe did not receive the cancellation paperwork until mid December, and it was incompleteIf Ms [redacted] would like to provide the ending mileage of her vehicle, we would be happy to issue her refund accordingly

I looked at the letter that Mr [redacted] has attached, and the letter does have one of our sales line numbers on it The marketing company is who designs and sends out the letters, and provides the leads Mr***'s information has not ever been uploaded into our system All of the leads we purchase are in our system I do agree that the line at the top should be removed, but when I look at the samples that have been provided to us, that line is not there I will be taking that information to the GM to make sure that the marketing company has not changed anything on our letters The concern for me is that our letters typically state Car Care VSC, with the initials at the end of the company name This letter states CarCare as one word Also, the customer service number on the top of the letter is the same sales number, it is not our customer service line Our customer service number is on our business file at the Revdex.com Also, the second page, as I stated in my original response does state "Repair Examples" This is not a bill This is not a scam, or a fraud I do need to check with the marketing company, because the issue would be another company's information being mixed with ours Again, this would be a complaint against the marketing company, which is based in California We are not a marketing company, our letters are not even mailed in this state We sell policies for the policy administrators, all of which hold an A+ rating with the Revdex.com We have between 8,and 10,customers at any given time, depending on policy activation and expiration, which I do wish would be taken into account in regards to our rating on the Revdex.com However, this complaint is not against the selling of a policy, or a cancellation of a policy As we have been forwarded administrator complaints if they are regarding a sale because the administrator is not responsible for sales, I don't believe the selling company should be held responsible for marketing issues, which are handled by a completely different company in a completely different state Again, I will have the GM verify our letter information, and send this letter to the marketing company to find out what the issue is with the phone number and company name As I have advised, there are multiple companies in this industry that use the same marketing company Mr [redacted] would not receive any contact in any form from Car Care VSC Please remove this complaint, and list as INVALID, as it is not a customer complaint, and should be against a marketing company, not a selling agentThank you for your consideration

The letter is an opportunity to purchase long term repair protection for the vehicleThere is nothing threatening about the letter It states that the manufacturer's policy may be expiring soon, or may already be expired It provides an example of what typical repair costs could be It is no more threatening than an offer to purchase life insurance or car insurance We only send one notice per household So MrWaller will not be receiving any other notices from our company However, there are over companies out there that sell the same products, so it may be possible that he receives notices from those companies in the future He has already been removed from our list, to make doubly sure that he doesn't receive anything from us I would advise MrWaller that if he receives a piece of mail in the future and he isn't interested in the product, it may be better time management to just throw the offer away Otherwise, he would need to make complaints against every letter he receives in the mail regarding his vehicle coverage Please remove this complaint completely from our file, as it is unjustified Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: This is not an invalid complaintHow was I able to get their information on their company name? Via your website and the phone number on the letter I received! The writer also states that they do not have my information in their systemThis is also a replyHow would I have received a letter from them?I have sent a photocopy of the letter I received from their office to your office with important areas highlightedThis will prove that this reply is falseI am respectfully requesting that this complaint be kept in an open status until your office receives this additional information Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ Contact Name and Title: [redacted] CS Manager Contact Phone: XXX-XXX-XXXX Mr [redacted] set up a postdated payment on November 3rd, for November 6thHe did an initial transaction of $to hold the file, and then the remaining $on November 6thMr***'s contacted our office regarding cancellation on November 12thHe was advised to send in a letter of cancellation, and he would still receive his full refund We received Mr***'s letter of cancellation on November 19th, and called to advise him that we were in receipt of the letterWe advised him at that time that it takes approximately weeks for the cancellation to be complete and refunded, however, he would not be billed in the meantime A thirty day cancellation is going to take a total of about business days from the receipt of the letter, pending any unforseen circumstances Mr***'s policy was cancelled out on December 7thThanksgiving and the Friday following, our offices, finance companies, and policy administrators were closed for the holidayDecember 7th was the 10th business dayWe attempted to refund back to Mr***'s card, due to the holiday delay, however, we received error messages from our system, because technically his days was pastThis was not Mr***'s fault, so we issued him a full refund of the $via check number We spoke to Mr***'s yesterday, as he called in to check on his refund statusWe advised him that the check had already been issued, apologized for any delay due to the holiday weekendMr***'s was very satisfied with our response, and stated he would be lifting the Revdex.com complaint With this set of circumstances, we would respectfully request that this complaint be closed as INFO ONLY Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't remember them saying anything about my policy being cancelled on the 7th but they did say my check was sent out early this week, my thing is once they received the letter that I sent them my policy should have been cancelled immediately, & then probably take days to receive my check, even with that being said I still don't understand why did it take for them to let the holiday past & have me wait all those days to try to get a check in the mail when obviously they had the power to put that money back onto my bank account & that's what should have been done , I think its messed up that they can so much easily take money out of my account once they have my information but cant put it back in, I have never dealt with a business like thatdespite everything else going on this situation I did agree to lift this complaint BUT, I will do so once I get my check & to add insult to injury 12-makes the 14th day & still no check, so I guess I'll keep on waiting & I hope I get it soon, that's why I'm currently not accepting this response from them at this time

I paid CarCare but I received the etended warranty card under car guardThere is no address on any website for carcare issuesesThe book I received says carguard not carcareI paid with my credit card over the phone and they never sent me a receipt so I do not have a receipt to produce

Complaint: [redacted] I am rejecting this response because: they call me multiple times and ask me if there was anything they could do and I told them no not at this time please send me my refund that I paid to activate the account and I am yet to receive my refundAfter I canceled my policy they still charged $to my checking account and took the money out after I canceled my service and did nor authorize them to do that Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Contact Name and Title: [redacted] CS Manager Contact Phone: XXX-XXX-XXXX Mr***'s policy has already been cancelledPaylink returned the funds that were taken off of Mr***'s card, because they were taken in errorI had already cancelled the account with Paylink when they ran his card The representatives Mr [redacted] states he spoke with are on our activation floor, and they do not have access to customer filesOnly files to be quoted His cancellation letter was received, we spoke with Mr [redacted] on July 14th, where he stated he needed to cancel because he was out of workWe advised him that it takes 4-weeks for a refund, because his down payment was taken off a checking account and that has to be refunded via checkThe check was already mailed to Mr [redacted] at [redacted] in Norwood, OH XXXXXCustomer Service spoke to Mr [redacted] on July 22nd and July 29th, both times Mr [redacted] was told that it takes 4-weeks because of the check down paymentThe check was issued on July 31st July 29th was the last contact we had with Mr***We had no idea he had not received his checkNow I am concerned that it was sent to the wrong addressIf Mr [redacted] would contact our office and update his address, we would be happy to reissue the check to the correct address

[redacted] and [redacted] set up this policy on September 30, They filed a claim on the policy on November 9, The claim was paid the next day The next time we spoke to either Ms [redacted] or Mr [redacted] was on March 1st, when we were advised to process the monthly payment on the 2nd or 3rd of each month After that, we did not speak to anyone on this file until May 6th, when Mr [redacted] called to let us know that the vehicle had been totalled out We advised him at that time to send in a copy of the total loss paperwork and we would put his account on a bill so nothing additional would come off his cardWe advised him of the address to mail the paperwork as well, and that his insurance company could even send a copy directly to us He contacted our office again on May 16th to verify the mailing address We haven't heard anything from Mr [redacted] or Ms [redacted] since the 16th of May However, this account is on a bill, and no additional payments have been processed since we spoke with him on the 6th I have attached copies of the notes section, and the payment system that show he is on an invoice, and that the last payment was taken on May 2nd I have also included the portion of their policy that states that all cancellation requests must be in writing with a notorized odometer statement The total loss paperwork is one sheet of paper from the insurance company which provides us the information needed without the customer having to get anything notorized Once we have received the paperwork, the policy will be cancelled out, and the pro rated refund will be processed and mailed out We cannot know a vehicle has been totalled out unless the customer calls to inform us We did not receive a phone call regarding the vehicle until May 6th I request respectfully that this complaint be closed as INVALID, as I have provided all the supporting documents that this policy is being closed out correctly

Ms [redacted] sent in her cancellation paperwork and that was received on June 2nd She was advised on June 7th that refunds take 4-weeks She contacted us today in regards to her refund We did have some issues with a few checks not being sent due to a system notification error in the middle of July We advised her of that, apologized profusely, and immediately refunded her card She was advised that it was refunded to the card, but it can take 1-business days for her bank to credit the funds I have attached both the credit from our merchant, and the one from our system If Ms [redacted] would have asked for a credit receipt, we could have provided that to her, as we attempted to inform her We also advised her that we would be happy to provide her bank with whatever information they need to credit her account She just keeps calling in yelling stating we are liars Computer errors do occur, and if we had known her account was affected, we would have contacted her a week ago when we found the issue Please close this complaint as unfounded, as we have already provided the credit to Ms***'s account and provided proof this was done when she was on the phone with us the first time this morning, and had called back an additional times before filing the complaint

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] I am rejecting the response but I have going around in circles with them and have still not received my money back that I originally paid for the extended warrantyI have complied with the request when they told me a while ago to send a letter in writing canceling my extended warrantyAfter I have done that now they are giving me a run around about my moneyPlease address this issue as soon as possible Complaint: [redacted] I am rejecting this response because: Regards, Dalia Bryant

Complaint: ***
I am rejecting this response because: I will consider this matter satisfactorily resolved when I r receive the prorated refund check I am legally entitled to receive from Car Care No such check has been received and I met the legal requirements for this refund in October
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/02/05) */
Contact Name and Title: *** *** CS Manager
Contact Phone: XXX-XXX-XXXX
I apologize that Mr*** feels this wayThe call has been reviewed, and addressedHis information has been removed from our systemSince this is not an actual
customer complaint, Mr*** was simply inquiring for information, we ask that you respectfully close this as information only

We spoke with Ms*** today. The contract was cancelled as of the date we received the cancellation letter. The refund has been issued twice already. Once on December 30th, and once on January 20th, after she contacted our office and stated she didn't receive the first
check. We are issuing her another check again this week. Per the contract, the fee is added if the contract is not cancelled within that time period. Not based on the receipt of the check. If they left it open to that, there are people out there that would state they didn't receive it just so that additional funds would have to be issued. The contract was cancelled in November. We have given Ms*** both of the old check numbers, and have agreed to contact Ms*** this week once we have the third check number. The only thing we can think of is that with the original check being issued around the holidays, it was potentially missed in the postal system. The second check was returned for incomplete address only a few days ago. We are attempting to have the third check issued with return receipt requested so a signature is required by Ms***. Thank you

Complaint: ***
I am rejecting this response because: The business refuses to honor the durable power of attorney papers submitted to them These are legal documents and it is not the business's prerogative to decide that they are not validThese POA papers were signed in Denver in front of the attorney *** *** on October 5, The certified odometer statement was signed in Denver on October 25, Car Care has acknowledged receiving both documents They are claiming that the pro-rated refund was sent in November, but Marilyn has received no check from them They also claim that the refund check would not be identified as coming from Car Care They refuse to disclose the amount of the check or the exact date it was sent They refuse to disclose the telephone number of the company which should have issued the check They say this company was ReliantMarilyn has received some refund checks from other companies but those checks were all identified as to which company was issuing the refund.Car Care is claiming that they do not have to discuss specifics with us because they are contesting the POA documents This is a legal document and Car Care has no legal proof that the POA document is not valid They do not get to decide without legal procedure that a legal document does not have to be honored
Sincerely,
*** *** ** *** ** *** ***

Mr ***, we regret that you have had a bad experience with our service. We will review your case thoroughly and see if there was a breakdown in the process. Unfortunately, each property is different and some may be more complex than others. Finding comparisons for properties is
an essential part of valuing a house as it shows what properties have sold for in the vicinity. Our appraisers are skilled enough and do rely on comparisons as that is the industry standard. We do review the performance of each and every appraiser monthly. We will take your complaint into consideration as we review the performance of our appraiser. The appraisal has been sent and we regret any stress this process may have caused you and your family. If there is anything additional we can do, please let us know. Below is an excerpt from the AIR, which we strictly follow.The Appraiser Independence Requirements state:
No employee, director, officer, or agent of the
Seller, or any other third party acting as joint venture partner, independent
contractor, appraisal company, appraisal management company, or partner on
behalf of the Seller, shall influence or attempt to influence the development,
reporting, result, or review of an appraisal through coercion, extortion,
collusion, compensation, inducement, intimidation, bribery, or in any other
manner including but not limited to:
(1)
Withholding or threatening to withhold timely payment or partial payment for an
appraisal report;
(2)
Withholding or threatening to withhold future business for an appraiser, or
demoting or terminating or threatening to demote or terminate an appraiser;
(3)
Expressly or impliedly promising future business, promotions, or increased
compensation for an appraiser;
(4)
Conditioning the ordering of an appraisal report or the payment of an appraisal
fee or salary or bonus on the opinion, conclusion, or valuation to be reached,
or on a preliminary value estimate requested from an appraiser;
(5)
Requesting that an appraiser provide an estimated, predetermined, or desired
valuation in an appraisal report prior to the completion of the appraisal
report, or requesting that an appraiser provide estimated values or comparable
sales at any time prior to the appraiser’s completion of an appraisal report;
(6)
Providing to an appraiser an anticipated, estimated, encouraged, or desired
value for a subject property or a proposed or target amount to be loaned to the
Borrower, except that a copy of the sales contract for purchase transactions
may be provided;
(7)
Providing to an appraiser, appraisal company, appraisal management company, or
any entity or person related to the appraiser, appraisal company, or appraisal
management company, stock or other financial or non-financial benefits;
(8)
Removing an appraiser from a list of qualified appraisers, or adding an
appraiser to an exclusionary list of disapproved appraisers, in connection with
the influencing or attempting to influence an appraisal as described in
Paragraph B above (this prohibition does not preclude the management of
appraiser lists for bona fide administrative or quality-control reasons based
on written policy); and
(9)
Any other act or practice that impairs or attempts to impair an appraiser’s
independence, objectivity, or impartiality or violates law or regulation,
including, but not limited to, the Truth in Lending Act (TILA) and Regulation
Z, or the Uniform Standards of Professional Appraisal Practice (USPAP)
Sincerely,United States Appraisals, LLC

We here at Car Care strive to offer everyone in the country, who owns a vehicle, the opportunity to purchase an extended vehicle service contract to safe guard against expensive repairsSeeing as how you lease your vehicles, and don't feel a need for our service, we will happily remove you from our
mailing list, and you will receive no further correspondence from our company in the futureWe hope this resolves your complaint to your satisfaction, and are sorry we're unable to offer you our servicesThanks for your understanding with this matter