Car Care

It appears that there is a misunderstanding by the homeowner about the *** and the *** process.An *** is defined as the act or process of developing an opinion of value.The *** report is a summary of the information utilized to develop the opinion of value.In this case the purpose of the *** was to assist the lender in making an informed lending decision in a mortgage finance transaction. When this is the purpose of the *** it is not uncommon for a lender to ask for additional clarification and information that the appraiser utilized to develop their value opinion to be included in the *** report. The *** was never rejected by the lender. What occurred is the underwriter requested additional information and clarification to be included in the *** report. This is a daily process with ***s as often underwriters ask for additional information to be included in the report that the appraiser utilized in developing their opinion of value. The additional information requested was considered and utilized in the development of the ***, but at the request of the underwriter additional information was requested to be included in the report. After the information was requested the first time, the underwriter asked for additional information to be included that was not originally requested. The appraiser provided this clarification to the underwriter within hours of the request.The borrower withdrew from the loan at some point in the process, but this does not yield the *** deficient as the information was utilized in the development of the value opinion of the subject property. It was only clarification and additional information to be included in the report. At no point was the *** rejected, it was just a request for clarification to substantiate the appraisers opinion of value. The *** meets USPAP and GSE’s requirements and a refund is not warranted

Mr ***, we regret that you had a bad experience and will refund the remaining amount of the appraisal fee. The $was a fee that the appraiser charged for the work that was completed on the property including the inspection of the property. United States Appraisals will absorb that
fee as we have an obligation to pay the appraiser for their services. Once again we apologize for the bad experience you had and will launch an investigation to determine the cause of the issues you have stated

We spoke to Ms*** on July 22nd. She stated she wanted to cancel because her mileage was incorrect. We fixed this issue, applied a discount and a term stretch, and it seemed like everything was ok at that timeI do have a note in the file that we could have moved her to a year plan for a bit cheaper if she called in. She did call in an additional time, but she hung up on the representative before we could give her the information on that policy. She filed a complaint with the Revdex.com against her administrator the other day, and when I was notified, I advised the owner of the administrator that we would be happy to issue a full refund for this customer. His response was to reach out to her by phone again and see if we could find out what the issue was, and attempt to fix it. We left a message on November 1st, and then again on November 3rd, but haven't heard anything additional from Ms***. If she would like to give us a call, we would be happy to address any issues we can for her, and if we can't reach a good solution for her, we will issue a full refund. We cannot issue more than what she has paid in, as we are strictly a broker, and sell the policies for other companiesPlease have her give us a call at ***. Thank you, *** ***Customer Service ManagerCar Care VSC

Hello ***, we are sorry that you did not have a good experience with your appraisal If you have any issues or considerations to present, we require that you address those with your loan officer and they will provide you with options We, as an independent 3rd party, must follow
the Appraiser Independence Requirements which state the following Please see item in particular: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)

I apologize this gentleman received a mailing, however, we do no mailing from our office. Marketing companies are completely responsible for any mail that is sent out, including content, and addressees. We do not have this gentleman's information in our system. Any complaint would
have to be made against the marketing companies that mail for our industry. Since we do not have his information in our system, this would not be a lead that we received. Any information regarding repair costs on our letters does state SAMPLE at the top of the notice, and at the bottom states that there is nothing that needs to be paid. It is very clear that it is only showing what items can cost The same letter is mailed out by multiple marketing companies for multiple agencies in our industrySince this is a complaint that should be against a marketing company, and is not even our lead because he is not in our system, and there are numerous companies with similar names in our industry, please remove this complaint from our file and close as INVALID. Thank you so much for your time and consideration

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[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]
Complaint: ***
I am rejecting this response because: Your appraiser specifically asked to see the previous appraisalAccording to your response, he is in direct violation of #
Regards,
*** ***

I apologize that Ms*** is receiving phone calls. However, we are an INBOUND only call center. We only place outbound calls to existing customers. We do not have a dialer system, all our leads are generated off letters that are sent through the mail. The customers opt in
to receive this letter online, or at their repair facility. The customer must call our office to get any information. We have had an issue with our company name being linked to certain phone numbers on the internet. We are currently attempting to clear that up. However, if Ms*** would call these numbers back and ask for the Company name, it would not be Car Care. All of our leads are loaded into our system by our marketing company. I have attached a screen shot of a search for her last name. As you will see, all three files are located in Texas, not PA. None of the three have called in, the files have not been opened. We are not even provided phone numbers by the marketing company. What I would suggest is that Ms*** call the numbers back, and get the company information for each one. We have called a few of these numbers before, some are located in Southern California, some in Texas, and others in Missouri. However, none of them is Car Care. We do not have any of her information. Please remove this complaint, as it is not Car Care making these calls. We make NO outbound calls unless it is to existing customers

Contact Name and Title: *** *** CS Manager
Contact Phone: ***
I had one conversation with Mr*** on March 9thHowever, prior to that, we hadn't spoken with Mr*** since his phone call on February 2ndBefore that, we had only spoken with his wifeThere were two calls with her,
one she called to set up the policy, and one she called back with questions
First, our company makes NO outbound callsWe are an inbound only call centerSo no one called his wife to set this up, she contacted usSecondly, the receipt he provided regarding his letter was signed by a JJacksonWe do not have anyone in this entire building by that name, and never haveWe advised him on his phone call on February 2nd that the policy would be cancelled and he would receive his refund within 4-weeksYes, the account was not put on a bill, and that was a mistakeHowever, we are still issuing a full refund of his down payment and monthly paymentThat check is going out in the mail tomorrowThis complaint is unnecessary, as we are still within the 4-weeks we are given to refund the policy*** is a new employee at ***, which is not the parent companyThe only thing they do is process paymentsThey have no bearing on the policy, and do not have access to ANY company notesIt was actually ***'s system that processed the payment
The file I have attached shows that the account is cancelledRefunds are mailed each FridayThe only mistake that was made was his account not being put on a bill, but if we would have known that his account was debited before yesterday, we would have had *** reverse the payment
I trust that once Mr*** receives his refund in the mail next week that this complaint is completely satisfied
I respectfully request that the Revdex.com close this complaint as invalid, as Car Care did not do anything wrongNo one can correct an issue if they do not know the issue existsAs soon as we found out yesterday morning, we immediately took steps to correct the issue this customer was havingIf we would have known that a payment processed, we would have had *** reverse it immediatelyIn fact, if Mr*** had called our office instead of speaking with ***, he would have been advised that his refund check was going out this week, and wouldn't have even been aware that a payment processed on his accountIt was still going to be included in his refundThank you for your consideration(James ***.JPG)

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:I apologize for the late response. Im just seeing your message. However, I would still...

like to proceed with the complaint. At this time, I have not been contacted by Car Care regarding complaint ID [redacted].
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/13) */
Contact Name and Title: [redacted] CS Manager
Contact Phone: XXX-XXX-XXXX
Mr. [redacted] contacted our sales department on July 20th and set up a new car coverage policy on his 2011 Ford Ranger.
He called back on July 23rd, stating that he...

could not afford the payments. We offer multiple payment options ranging from paying the policy in full to spreading payments out over 24 months. We gave Mr. [redacted] the 24 month payment option when he contacted customer service, and Mr. [redacted] stated that would work for him.
All of our customers are on some form of a budget. We attempt to work with them as best we can, because we know that sometimes it's difficult to add anything to your budget. We will go above and beyond to make sure that the customer is able to afford the policy, because when they have to go in for repair work, there are no payment options. With this being new car coverage, we just wanted to make sure we did everything possible for Mr. [redacted], because this is similar to having a new car again, without worries about having to pay for any repair costs, even though when the program would expire, the vehicle would be close to 10 years old.
Mr. [redacted] called back on August 11th to cancel. He stated he still could not afford it. We offered the only option we had available, which is only available in customer service, it's not available on the sales floor. Mr. [redacted] said that would not work, so we advised him to send in his letter of cancellation.
Mr. [redacted] would have been given the information regarding the letter on the first phone call, but he stated that the new payment amounts would work for him, and he seemed happy.
Mr. [redacted] has a 30 day money back guarantee. There is no cancellation fee. The paperwork he was sent advises customers that if they want to cancel, they only have to send in written notification. This is just to make sure that the administrator isn't held liable for future claims because there is proof that the customer asked for cancellation. Once the cancellation letter is received, the policy will be cancelled, and Mr. [redacted] will receive a full refund of his down payment. His monthly payments were already put on hold, so nothing additional would be drafted out of his account. I trust this resolves Mr. [redacted]'s complaint.

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.

I am providing screen shots of emails that I received from my loan officer regarding the [redacted]s being rejected by my lender.  The first is the initial rejection.  The second details what the appraiser was supposed to correct and why the correction was what it was (I needed clarification). The third screenshot is the second rejection.

[redacted] is our customer, and as such, we have to protect her interests. She set up the policy in November of 2015. We spoke to her 6 times since she set up the policy. She would call in to set up her monthly payment, or she would mail them in. When this policy was set up, she had all of her...

facilities. She did not make a payment in September of 2016. The policy was scheduled to cancel for nonpayment on October 17th, 2016. We received a letter of cancellation and a Power of Attorney via mail on October 18th, 2016. The letter stated that his aunt had set up numerous policies in February 2016 when she began having memory issues. The curious fact comes into play when the POA was signed in October 2016. I do believe it was signed in Iowa. The odometer statement is dated the same day, at a dealership in Colorado. The customer herself could not be in two places at once. The letter not only stated to cancel the policy, but that the POA wanted a full refund sent payable to him at his address in Iowa. The customer lives in Colorado. Legally, a person who suffers from dementia, or Alzheimer's can not sign a power of attorney form once they are unable to make their own decisions. So either she is able to make decisions, and we would have needed the cancellation letter to be signed by her, or she is unable to, and therefore was not legally able to sign the POA. We did cancel our customer's contract. And although it cancelled for nonpayment the day before, we did process the pro rated refund, and mailed it to the address on the account, directly to the customer. I advised [redacted] yesterday that I would contact the accounting department to see if the check had been cashed. Since the refunds are handled by a different company, I am waiting for their response. They are a business to business company, and do not take customer calls. I advised [redacted] that since she is not on the account, I could not give her the amount of the check. but I did advise her that I would contact her and let her know if the check was cashed once I receive information back. It's very strange that she would file this review the same day, not allowing me the opportunity to get back to them. Since they have received refunds from 7 other companies, and this policy was the only one set up by the customer in 2015, I would ask that they understand that this policy was set up legitimately, and we have closed out the file legitimately. This contract was cancelled and refunded at the end of October, and January 17, 2017 was the first time we had heard anything about the refund not being received. Unfortunately I understand that elderly people do sometimes get confused, however, the sales call was very clear, she understood everything the representative went over, and agreed with it all, she even discussed her monthly budget, and the representative worked with her on the payments. If the check was not cashed, it will be reissued. Again, it will be sent to our customer, [redacted], at the address on file, which [redacted] was kind enough to update the apartment number on the 17th. That could be the entire reason that the check was not received. As this complainant is not Car Care's customer, I do ask that this be removed, they made a review the other day, and now this. The policy was cancelled in October, as we received the letter at that time.  The check was issued at that time.  Car Care has not done ANYTHING incorrectly, we just found out on the 17th of January that the check was not received.  A note for [redacted]'s nephew, the younger the policy, the more that is due in a refund.  So the policies that have only 1 or 2 payments made should actually be a larger percentage refund than one she made 10 or more payments.  The reason, less mileage and time would have been used on the policy.  The refund on this account due is less than $500 dollars.  The customer paid in just over $1000 and had the coverage for approximately 1 full year.  There was not a full refund processed, nor would there be, as she had the policy for a year, so at any time, she could have filed a claim.  Please REMOVE THIS, as the check was issued, and there is nothing we could have done differently.  We were not aware the check had not been received.

Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title: [redacted] CS Manager
Contact Phone: XXX-XXX-XXXX
Mr. [redacted]'s policy has already been cancelled. Paylink returned the funds that were taken off of Mr. [redacted]'s card, because they were taken in error. I 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 files. Only 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 work. We advised him that it takes 4-6 weeks for a refund, because his down payment was taken off a checking account and that has to be refunded via check. The check was already mailed to Mr. [redacted] at [redacted] in Norwood, OH XXXXX. Customer Service spoke to Mr. [redacted] on July 22nd and July 29th, both times Mr. [redacted] was told that it takes 4-6 weeks because of the check down payment. The check was issued on July 31st.
July 29th was the last contact we had with Mr. [redacted]. We had no idea he had not received his check. Now I am concerned that it was sent to the wrong address. If Mr. [redacted] would contact our office and update his address, we would be happy to reissue the check to the correct address.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 warranty. I have complied with the request when they told me a while ago to send a letter in writing canceling my extended warranty. After I have done that now they are giving me a run around about my money. Please address this issue as soon as possible.
Complaint: [redacted]   
I am rejecting this response because:
Regards,
Dalia Bryant

Initial Business Response /* (1000, 5, 2016/01/07) */
Contact Name and Title: [redacted] CS Manager
Contact Phone: XXX-XXX-XXXX
Mr. [redacted] set up the policy on December 28th. He called on December 30th to cancel. The policy was voided on the 31st. Nothing was mailed out to the customer, and he...

was cancelled as requested. He was advised on the 30th that it takes 3-5 business days to void a transaction. He called on the morning of January 4th, which is 2 business days later to tell us that he filed a chargeback with his bank. He was advised that since he filed a chargeback, his bank is already returning his funds, so nothing would be credited. Once we receive the chargeback from the bank, we will respond, and once the chargeback is completed, and if we win the chargeback, yes, a check would be mailed to the customer within 2 weeks. He is voided, he is getting a full refund, however, he filed a chargeback before our merchant could even settle the account. We are not going to refund him when the bank has already taken the funds back from us, and given them back to Mr. [redacted]. This would be double refunding the customer.
Our policies cover repairs on vehicles up to 12 years old, so he was given incorrect information from his repair facility.
I cannot cancel the transaction now, because there are no funds there to return. Even as Mr. [redacted] states in his own complaint, Bank of America VISA dispute division told Mr. [redacted] that NO MONEY WOULD BE SENT TO US. Therefore, we have no money to refund. I respectfully ask that this complaint be closed as INFO only, as the account has been voided, and there is no money due Mr. [redacted].

The letter is an opportunity to purchase long term repair protection for the vehicle. There 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 Mr. Waller will not be receiving any other notices from our company.  However, there are over 100 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 Mr. Waller 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.

Mr. [redacted] set up the coverage on his vehicle on September 1st, 2016.  He called the next day and stated that he never authorized the down payment to be taken on the 1st, that he wanted it processed in October. We pulled the original sales call, and he did give authorization to have the...

payment processed on September 1st.  We spoke to him on the 8th, and advised him that he contacted the sales representative after the payment had been processed, but that he had given authorization.  We offered him a discount, stretched terms, and refunded $75.00 back to the card for his down payment. Mr. [redacted] was happy with the changes, and agreed to keep the coverage.  Mr. [redacted]'s first monthly payment ran on October 3rd, as he had authorized on the September 1st call, and the September 8th call.  He contacted the customer service department on October 10th, and said he wanted to cancel the contract, and wanted all of his money back.  We are a broker.  We sell the policies for other companies.  We have to follow the guidelines they set forth in their contracts for cancellation.  We gave him full cancellation procedures, and advised him that we would cancel out the policy once we received the paperwork.  We did not receive the paperwork until late in the month of October.  His refund did go out on the 9th, it was mailed to [redacted].  The contract states that this policy has a $150 cancellation fee, and that the refund is prorated based on time and mileage.  By using the administrator's refund calculator, the refund amount due is only $58.03.  However, when we issued the refund, we waived a portion of the fee ourselves.  The amount issued was for $149.77.  The check number was [redacted].  The 9th was only last Friday.  It is Tuesday morning.  If Mr. [redacted] does not receive the check by this Friday, I would ask that he call our office and let us know.  We can check to see if it can be refunded to his card.  However, the post office has had less than 2 mailing days to get the check to him.  We have not spoken to Mr. [redacted] since 2:45 pm on Friday, December 9th.  I am the customer service manager, and I haven't spoken to Mr. [redacted] at all, so I am not sure who he would have spoken to that would state they are the manager.  I am the only manager in this department. If we had not processed the cancellation correctly, then a payment would have processed on November 3rd, and December 3rd as well, as they are automatic payments.  These payments did not process.  I advise that Mr. [redacted] watch for the check in the mail this week, and if he does not receive it for any reason, to contact our office on Friday, and we will stop payment, and attempt to credit his card for the $149.77.  Thank you.

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 30 day and...

1000 mile wait period before a claim can be filed.  Mr. [redacted] called back again on June 6th to make sure his deductible was $50.  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 15 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 19 of the PDF, or page 12 of the actual contract.