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CU Direct Reviews (1)

Review: FRAUD Service: [redacted]'s Department. I signed up for a 4 year policy on April *, 2013 and then cancelled my policy both verbally with associates of the company and by email. The insurance policy enables me to cancel at any time with full refund. When I called to cancel in September of 2013, I was told that I needed to fill out a form to do so which I was told it would be mailed to me. I received no such form after 2 weeks. I requested the form again which an associate emailed. Before I sent it in, I called in to ask specifics about the form such as odometer reading. I was told that I needed to take a picture of the odometer to submit which delayed my sending it in as I did not immediately have access to the car since it was in repair. I was never told of any urgency to sending in the form as I made it clear that I cancelled. I spoke to my sales rep [redacted] who asked about the last payment, and I told her I was cancelling due to dissatisfaction with the service. Now I called in today to get an update on the status of my refund, and [redacted] said I was not due a refund because my account was terminated due to non-payment and I did not send in my official form in the designated time. This is absolutely ridiculous and downright fraudulent. If this is not remedied immediately, I will follow up with a complaint to the Revdex.com as well as have this investigated by the attorney generals office. My contract states that I have the right to pro-rata reimbursement of all the monies I paid. My records show that I have paid a total of $1,801.21 for a 4-year contract. I contacted AAA Autoguard in September to notify them of my wish to cancel. Finally they set a date of 10/**/13 which I guess is when they decided it should run to. Reason for cancellation- Illegitimate Serive: Did not cover what was required for repair of defects.Desired Settlement: I would like a refund of the pro-rata portion of what I have paid of 1801.21 so far. My calculation comes to a refund of $1,482.70.This company is using sales tactics and playing with contracts making it difficult to get in appropriate information for cancellation. A phone call and an email should suffice for contract cancellation. Then to verbally require odometer picture is ridiculous. Don't even see logic in them refusing to reimburse me.

Business

Response:

We have been dealing with [redacted] for quite some time and because he is dissatisfied with the service (his entire claim was not covered due to policy regulations) and of the outcome, he has written to Revdex.com with an attempt to collect a refund.

We have made several attempts to communicate with [redacted] to accommodate his requests in which he has replied. We have advised [redacted] on multiple occasions that in order to receive a refund for his requested cancelled policy; he would need to send in all documentation prior to 10/**/13. He advised this call center and assigned representatives electronically that he would "take care of" it on 10/**/13 (see attached email thread) and we did not receive any documentation until after his policy was terminated by us for failure to pay. We have made several attempts to notify [redacted] verbally and electronically that he needs to comply with the policy's terms and conditions of the contract in order to receive any refund prior to termination. He has been on the delinquency report in which we have verbally contacted him by phone and made him aware of the termination date if he fails to pay. We then sent electronic notification via email in which he replied. He clearly understood, which is in his email response attached. We have gone above and beyond in attempt to collect payment and/or retrieve the appropriate documents prior to his policy termination and delinquency of payment date.

On 11/*/13 he sent in a scanned copy of the cancellation request form. We require a hard copy of the documentation that [redacted] failed to send however, we did honor the scanned copy and cancelled the policy with no refund due. In order to receive a refund, the documents needed to be submitted prior to 10/** in which [redacted] was fully aware. Our policy terms and conditions state: “We may cancel this contract for non-payment of the contract charge, or for intentional misrepresentation in obtaining this contract or in submitting a claim”.

The termination date for failure to pay was 10/**/2013. After several emails and verbal communication to [redacted], no payment was made and no refund was to be given. Only a scanned copy was sent for cancellation on 11/*/2013, after the termination date. Although a hard copy is required, an exception was made to accommodate [redacted] and the policy was cancelled with no refund due. [redacted] was notified of this.

No refund is due at this time due to non-compliance of the policy's terms and conditions stated in the contract.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

There was never a time limit assigned to me to send in the cancellation form. I verbally and by email notified AAA Autoguard including [redacted] and the sales rep that I requested to cancel the service. After requesting cancellation, I was to be sent a hard copy of the form which was never sent. I followed up by a phone call and email requesting the form to which they emailed me a form which I filled out. However, after speaking with [redacted] asking about an item on the form regarding the odometer reading, they insisted they required proof of odometer reading which I do not understand. However because my car was in repair shop, I did not have access to vehicle. When I finally received the vehicle, I did take a picture of the odometer and scan the document back to them, which they said was fine. As for deliquency, I was not delinquent since I was owed substantial monies back. This was confirmed by the sales representative that I spoke with. I never received any calls from AAA Autoguard and only a delinquent notice that did not make any sense because I was owed substantial monies back. I tried to reach out to the head of the department multiple occasions and every email bounced back, because they obviously intentially gave me her incorrect email address. I called [redacted] several times having only gotten her extension after I called AAA Auto Program, their parent affiliate who intervened on my behalf and got me the number to call. They were very displeased with the treatment I received and were incredulous that they even got the brush off from AAA Autoguard. This company is a total fraud and owes me substantial monies which I expect to be returned. This company should be investigated for the practices which should warrant the attention of the attorney general. There is nothing in the contract that stipulates that there is a deadline for submitting the paperwork after a cancellation request has been made. In addition, because the car was under repair, they should have been more flexible as to return of documentation and asking for a picture of an odometer reading further makes it difficult to comply within their time frame. At no point in any conversation did anybody tell me that if the cancellation form was not returned by a stipulated date, I would lose the amount due to me. To claim that I was delinquent after I requested cancellation and given an official cancellation date is absolutely ridiculous. I paid for 4 years warrantly for which I only received 6.25 months of coverage. This company is a total fraud and should be forced to shutdown.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I wanted to follow up with this Case# [redacted]. We have resolved this dispute with [redacted] and have issued a full refund in the amount requested of $1482.70 on his complaint with the Revdex.com.

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Description: AUTO WARRANTY PROCESSING SERVICE

Address: 5507 Nesconset Highway, Suite 10, PMB 330, Mt. Sinai, New York, United States, 11766

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Shady, yet now dead: once upon a time this website was reported to be associated with CU Direct, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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