Carexpress

September 9, 2015Dear [redacted] ***;In response to your letter regarding [redacted] , please find the following:Attached please find the customer service notes regarding this situation where we played the recorded phone conversation for [redacted] and the CARExpress program was clearly explained to her when she enrolledWe would invite you to listen to the recorded phone call by simply calling our customer service center at ###-###-#### and request to listen to the recording for [redacted] [redacted] was demanding a full refund, however, it was well past the 30-day money-back guarantee period which is why the refund was not issuedHad she contacted us within the day period, it would not have been a problem to issue the refund.It is important to note that we only charged [redacted] is for the monthly membership fee of $two times and not three as she claimed in her letterPlease see the attached documentation of the charges.As a good faith gesture, we have issued a credit of $back to [redacted] account.Should you have any questions or need additional information, please let us know.Sincerely,Patricia BVP, Marketing

Dear [redacted] ***: In response to your second letter regarding [redacted] , please find the following:Our CARExpress program was fully explained to [redacted] on the recorded phone call and at that time, she agreed to enroll in CARExpress- agreed verified the information stated by the rep, provided her date of birth as confirmation and even answered several questions at the end of the call to verify that she understood CARExpress Again, we would invite you to listen to the recorded phone call by calling our customer service center at ###-###-#### and request to listen to the recording for [redacted] Even though [redacted] was well past the 30-day money-back guarantee period, we issued a courtesy credit of $back to [redacted] ’ accountWe are unable to issue any additional creditsIf you have any questions or need additional information, please let us knowSincerely, Patricia B VP, Marketing

Dear [redacted] ***:In response to your second letter regarding [redacted] , please find the following:Our CARExpress program was fully explained to [redacted] on the recorded phone call and at that time, she agreed to enroll in CARExpress- agreed verified the information stated by the rep, provided her date of birth as confirmation and even answered several questions at the end of the call to verify that she understood CARExpressAgain, we would invite you to listen to the recorded phone call by calling our customer service center at ###-###-#### and request to listen to the recording for [redacted] .Even though [redacted] was well past the 30-day money-back guarantee period, we issued a courtesy credit of $back to [redacted] ’ accountWe are unable to issue any additional credits.If you have any questions or need additional information, please let us know.Sincerely,Patricia BVP, Marketing

In response to your second letter regarding Mr [redacted] ***, please find the following:We previously provided proof of the refund that was issued to Mr [redacted] for the transaction date of 10/25/16.As an additional courtesy, we have also issued a refund for the transaction date of 9/30/(see attached).We also provided a copy of the email that was sent on 11/1/to the email address that his mother had provided which is date and time stamped.We did not receive the emails that are mentioned in his rebuttal letter, can you please forward those to us by fax at ###-###-####Should you have any questions or need additional information, please let us knowPatricia SB [redacted] VP, Marketing

[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 Answered] Complaint: [redacted] I am rejecting this response because: I have not received the refund in my accountThe last transactions that I have from Care Express is when they took $on 10/03/and $on 10/26/It strikes me as odd that there was no problems taking my funds, but there is a problem returning themI also have not received the email confirming the cancellation Please find attached the emails sent trying to cancel this service Regards, [redacted] ***

September 9, Dear *** ***;
In response to your letter regarding *** ***, please find the following:
Attached please find the customer service notes regarding this situation where we played the recorded phone conversation for *** *** and the CARExpress
program was clearly explained to her when she enrolledWe would invite you to listen to the recorded phone call by simply calling our customer service center at ###-###-#### and request to listen to the recording for *** ***.*** *** was demanding a full refund, however, it was well past the 30-day money-back guarantee period which is why the refund was not issuedHad she contacted us within the day period, it would not have been a problem to issue the refundIt is important to note that we only charged *** *** is for the monthly membership fee of $two times and not three as she claimed in her letterPlease see the attached documentation of the chargesAs a good faith gesture, we have issued a credit of $back to *** *** account.Should you have any questions or need additional information, please let us knowSincerely,
Patricia B
VP, Marketing

May 19, Dear *** ***:
In response to your letter regarding *** *** ***, please find the following:
- This issue is easily resolved with the cancellation of *** ***’s membership which has been done effective immediatelyWe have also refunded her the initial
$fee which was her enrollment fee.Our phones are fully functional and we receive calls all day long, however, we have not received any calls or even voicemail messages from *** *** otherwise, we would have assisted her with her cancellationShe is within the initial day moneyback guarantee period so there are no questions asked if anyone wants to cancel during that time,
Should you have any questions or need additional information, please let us knowSincerely,
Patricia BVP, Marketing

In response to your letter regarding Mr*** ***, please find the following:Attached please find the customer service notes regarding this situation where you can see that the only cancellation we received was from Mr***' mother who called to cancel on fl/16.There is a full recording
where Mr*** enrolls in *** and we would invite you to listen to the recorded phone call by calling our customer service center at 1866-635-and request to listen to the recording for Mr***During the recording our phone H was provided as well.We never received the emails that Mr*** refers to in his complaint but if he can forward those emails on to us via email and we find that they are valid then we would be able to refund him the additional chargesWe do accept cancellations by phone, mail, email, fax, etc.We did issue a refund on 11/for the most recent charge and attached is documentation from the merchant processing portal documenting that refundAlso attached is a copy of the cancellation notice that was emailed to Mr*** as requested on 11/1716.Should you have any questions or need additional information, please fetus know.Sincerely,Patricia SB*** VP, Marketing

May 24, 2016Dear *** ***:In response to your letter regarding *** *** ***, please find the following:Attached please find the customer service notes regarding this situation where you can see that there were a number of different reasons given why *** *** did not cancel her
CARExpress membership.There is a full recording where *** *** enrolls in CARExpress and we would invite you to listen to the recorded phone call by calling our customer service center at *** and request to listen to the recording for *** ***, During the recording our phone it was provided as well.We do offer a 30-day money-back guarantee where it clearly states within days of purchase and not each chargeHowever, as a courtesy, we have agreed to refund *** *** the last month as she requested and the funds will be back in her account shortly.Should you have any questions or need additional information, please let us know.Sincerely,Patricia B.VP, Marketing

May 19, 2015Dear *** ***:In response to your letter regarding *** *** ***, please find the following:- This issue is easily resolved with the cancellation of *** ***’s membership which has been done effective immediatelyWe have also refunded her the initial $fee which was her
enrollment fee.Our phones are fully functional and we receive calls all day long, however, we have not received any calls or even voicemail messages from *** *** otherwise, we would have assisted her with her cancellationShe is within the initial day moneyback guarantee period so there are no questions asked if anyone wants to cancel during that time,Should you have any questions or need additional information, please let us know.Sincerely,Patricia B.VP, Marketing

July 31, 2015Dear *** ***:
In response to your letter regarding *** *** *** ***, please find the following:*** *** *** *** is *** *** ***'s son who is the one who issued the complaintAttached please find the customer service notes regarding this situation where ***
*** *** said that she did remember enrolling in the program and providing her enrollment information over the phone. *** *** *** was demanding a refund for the $charge, however, it was past the 30-day money-back guarantee period which is why the refund was not issuedHad he contacted us within the day period, it would not have been a problem to issue the refund,As a good faith gesture, we have issued a credit of $back to *** *** ***'s accountShould you have any questions or need additional information, please let us knowSincerely,Patricia B
VP, Marketing

Dear [redacted]:In response to your second letter regarding [redacted], please find the following:Our CARExpress program was fully explained to [redacted] on the recorded phone call and at that time, she agreed to enroll in CARExpress- agreed verified the information stated by the rep, provided her date of birth as confirmation and even answered several questions at the end of the call to verify that she understood CARExpress. Again, we would invite you to listen to the recorded phone call by calling our customer service center at ###-###-#### and request to listen to the recording for [redacted].Even though [redacted] was well past the 30-day money-back guarantee period, we issued a courtesy credit of $39.95 back to [redacted]’ account. We are unable to issue any additional credits.If you have any questions or need additional information, please let us know.Sincerely,Patricia B. VP, Marketing

See Attached:

September 9, 2015Dear [redacted];In response to your letter regarding [redacted], please find the following:Attached please find the customer service notes regarding this situation where we played the recorded phone conversation for [redacted] and the CARExpress program was clearly explained to...

her when she enrolled. We would invite you to listen to the recorded phone call by simply calling our customer service center at ###-###-#### and request to listen to the recording for [redacted].[redacted] was demanding a full refund, however, it was well past the 30-day money-back guarantee period which is why the refund was not issued. Had she contacted us within the 30 day period, it would not have been a problem to issue the refund.It is important to note that we only charged [redacted] is for the monthly membership fee of $39.95 two times and not three as she claimed in her letter. Please see the attached documentation of the charges.As a good faith gesture, we have issued a credit of $39.95 back to [redacted] account.Should you have any questions or need additional information, please let us know.Sincerely,Patricia B. VP, Marketing

[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 Answered]
 Complaint: [redacted]
I am rejecting this response because: I have not received the refund in my account. The last transactions that I have from Care Express is when they took $39.95 on 10/03/2016 and $39.95 on 10/26/16. It strikes me as odd that there was no problems taking my funds, but there is a problem returning them. I also have not received the email confirming the cancellation. 
Please find attached the emails sent trying to cancel this service. 
Regards,
[redacted]

Dear [redacted]:
In response to your second letter regarding [redacted], please find the following:Our CARExpress program was fully explained to [redacted] on the recorded phone call and at that time, she agreed to enroll in CARExpress- agreed verified the information stated by the rep, provided her date of birth as confirmation and even answered several questions at the end of the call to verify that she understood CARExpress.
Again, we would invite you to listen to the recorded phone call by calling our customer service center at ###-###-#### and request to listen to the recording for [redacted].
Even though [redacted] was well past the 30-day money-back guarantee period, we issued a courtesy credit of $39.95 back to [redacted]’ account. We are unable to issue any additional credits.
If you have any questions or need additional information, please let us know.
Sincerely,
Patricia B.
VP, Marketing

July 31, 2015Dear [redacted]:In response to your letter regarding [redacted], please find the following:[redacted] is [redacted]'s son who is the one who issued the complaint. Attached please find the customer service notes regarding this situation where [redacted] said that she...

did remember enrolling in the program and providing her enrollment information over the phone. [redacted] was demanding a refund for the $39.95 charge, however, it was past the 30-day money-back guarantee period which is why the refund was not issued. Had he contacted us within the 30 day period, it would not have been a problem to issue the refund,As a good faith gesture, we have issued a credit of $39.95 back to [redacted]'s account.Should you have any questions or need additional information, please let us know.Sincerely,Patricia B. VP, Marketing

In response to your letter regarding [redacted] and her daughter, [redacted], please find the following:
[redacted] became a member of CARExpress 3/23/15 when she enrolled inthe CARExpress program over the phone. We do have a voice recording of her enrollment and full...

explanation of the program. Should you like to listen to the recording, we invite you to call our customer service center at ###-###-#### and they will be happy to assist you in listening to the recording under the phone # ###-###-####. - We received an email from [redacted]/Ms. [redacted] on 4/10/15 to cancel the membership which we did and we also refunded the charge of $39.95 back to her credit card and advised them of same via email. - We also played the recording for [redacted], however, her language became so abusive that the call had to be terminated (see attached notes).Our CARExpress program is available to anyone and the majority of our membersare under 65 years of age,To recap, [redacted] was cancelled and refunded on 4/10/15 so there is really nothing further that we can do to assist the member. - -Should you have any questions or need additional information, please let us know.

In response to your second letter regarding Mr. [redacted], please find the following:We previously provided proof of the refund that was issued to Mr. [redacted] for the transaction date of 10/25/16.As an additional courtesy, we have also issued a refund for the transaction date of 9/30/16 (see attached).We also provided a copy of the email that was sent on 11/1/16 to the email address that his mother had provided which is date and time stamped.We did not receive the emails that are mentioned in his rebuttal letter, can you please forward those to us by fax at ###-###-####Should you have any questions or need additional information, please let us know. Patricia S. B[redacted]VP, Marketing

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: This is the same response I have already rejected . Please see prior comment.
Regards,
[redacted]