Discount Auto Protection

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ Contact Name and Title: [redacted] CSR Mgr Contact Phone: XXXXXXXXXX Contact Email: [redacted] @yahoo.com To whom it may concern, We are still in the process of helping Ms [redacted] with her claimWe do see in the customers policy that the convertible top motor is a covered componentHowever, I think her frustration is directed at the wrong companyDiscount Auto Protection is only a selling agentWe do not pay claims, the administrator doesI am working diligently with the administrator as Ms [redacted] 's voice to do my best to get the claim paidUnfortunately these things take timeAs I type this, I just received a copy of the itemized repair order from Ms [redacted] 's repair facility and sent it to the administrator for further review I apologize for the inconvience this has caused our customerI am doing my best to help herWe are open until 5pm CST

Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ Contact Name and Title: [redacted] , CSR MGR Contact Phone: XXXXXXXXXX Contact Email: [redacted] @discountautoprotection.com On 9/15/14, Ms [redacted] sent in a check for $This amount was not enough to pay the policy in fullThe policy still had a balance of $The $paid the policy up until March of At that time, a partial payment ran on 3/16/and there was still a full payment owedOn 4/21/15, Ms [redacted] contacted our customer service department asking what was going onShe was advised of the situation and understoodWe told her she still had a balance of $at the time and she wanted to go ahead and pay that amountWe processed her checking account for that amountOn 4/21/15, the check was returned due to Insufficient FundsOn 4/22/15, our accounts receivable representative contacted the customer to advise of the problemMs [redacted] asked us to send an invoice and that she would speak with her bankAn invoice was sentWhen we did not hear from her for several days, we started trying to contact her again on 4/30/She was called times between 4/& 5/On 5/16/15, the policy cancelled for nonpayment Discount Auto Protection did everything we could to help the customer keep the coverageHowever, per the contract, regardless of how many payments were made, there was not a payment received for over daysTherefore, the policy was cancelled for nonpayment and there is no refund dueI have attached a copy of the contract and the refund policy is on page

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ Contact Name and Title: [redacted] , CSR MGR Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @discountautoprotection.com On 7/10/15, Mr [redacted] contacted our customer service department upset that Omega (his administrator) would only cover $toward a radio replacementIt was explained to him why only $was paid toward the repair and he was offered a $discount the overall costSomething Discount Auto Protection did not have to do since it was written in the policy how much would go toward that kind of repairHe was happy with the discountOn 8/6/15, Mr [redacted] contacted us again to tell us he traded his vehicle for something newWe advised of what paperwork to send in and stopped any further payments from processing on his credit cardOn 8/31/15, Mr [redacted] called in again to see if we received his paperworkWe advised we did not and verified our address againI had yet to receive the paperwork and on 10/5/the policy cancelled for nonpaymentI received the paperwork on 10/22/and the policy was already cancelledI have attached a copy of the paperwork along with the envelope the paperwork came inWhich is postmarked on 10/19/15, days after the policy cancelled On 10/29/15, Mr [redacted] contacted us again and we advised of the situationHe was obviously not happy and continued to harass & threaten my employeesThey are only doing their job and it was uncalled forHe said he was recording all of the phone callsAs did we It clearly states in his policy on page 11, section 4, that if the policy cancels for nonpayment, there is no refund dueI believe that Mr [redacted] had adequate time to get the paperwork into our office between 8/31/& 10/5/It did get to me after the fact, so he clearly knew the address I apologize for any frustration this may have caused Mr***, however, we are only the seller of the policy and the policy is very clearI have attached it as well

Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Contact Name and Title: [redacted] , CSR MGR Contact Phone: XXXXXXXXXX Contact Email: [redacted] @discountautoprotection.com My sincerest apologies to Ms [redacted] regarding her refundIt will be sent on 1/15/I know this has been a very long process and there is no excuse from my end Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Contact Name and Title: [redacted] CSR Mgr Contact Phone: XXXXXXXXXX Contact Email: [redacted] @discountautoprotection.com Good afternoon, I have reviewed the customers fileI am showing that she started the policy and asked for her payments to be ran on the 10th of each monthThis would make her first monthly payment scheduled on 8/10/When the customer had called in on 8/10/15, the payment had already ran as all payments are scheduled and processed in batchesThere was absolutely no way for us to stop the payment that had already been ranWe did not receive a phone call from the customer since the day she signed up for the policyWe did not know she wanted to cancel the policy until she called in on the 10th after her payment had already ranIt may have not showed up on her bank statement until 8/11/All banks are different, but the payment was ran on 8/10/I have cancelled the policy effective today, even though we have yet to receive the proper cancellation paperworkI have also requested that our payment processor reverse the charge, however, I am waiting for their responseIf they do not reverse the payment, I will include the payment in the customers refund

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Contact Name and Title: [redacted] CSR Mgr Contact Phone: XXXXXXXXXX Contact Email: [redacted] @discountautoprotection.com I would first like to apologize to the customer for the inconvenience he experienced when cancellingWe did receive his cancellation paperwork yesterdayI believe it was delayed in getting to us because of the holidayHis policy was cancelled yesterday and is on the schedule for refund today and he will be receiving a full refund in the amount of $

Initial Business Response /* (1000, 5, 2015/10/21) */
Contact Name and Title: *** ***, CSR MGR
Contact Phone: XXXXXXXXXX
Contact Email: ***@discountautoprotection.com
To whom it may concern,
I have put Mr***'s phone number on our internal Do Not Call listHowever, I wish to
express to Mr*** that there are multiple companies that call out and we are probably not the only company calling him
I apologize for the inconvenience this has caused Mr*** and he will no longer be receiving any phone calls from our company
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/16) */
Contact Name and Title: *** *** CSR Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@yahoo.com
To whom it may concern,
We did receive Ms***' cancellation paperwork on 5/18/We attempted to contact her as we had
spoke with her the month before and she had not suggested that she wanted to cancel the policyWe were unable to contact her so the policy was cancelled on 5/26/15.It does take from 6-weeks for a refundOn behalf of Discount Auto Protection, LLCI would like to apologize to Ms*** for the delay in the refundThe check has been written and will be sent todayI have attached a copy of it

Initial Business Response /* (1000, 7, 2015/05/01) */
According to Mr***'s Service Contract regarding labor, seals, and refund:
(pg of 20)
"If a covered Mechanical Breakdown of your Vehicle Occurs during the term of this Contract, We will:
*Pay You or the repairer, for reasonable costs of
repair or replacement of the Covered Part(s) and associated labor as required for the completion of the repair or replacement of those parts, which cause the Mechanical BreakdownAllowed labor times will be verified by the standard versions of the following nationally recognized labor guides: Motors, ***, & *** Replacement parts, not to exceed manufacturer's suggested retail price, may be of like kind and qualityThis may include the use of new, remanufactured or used parts as determined by Us."
(pg of 20)
"Seals and Gaskets: Seals and gaskets are covered only as part of repair or replacement of the above Covered PartsLeaking seals and gaskets are not Covered Parts."
(pg of 20)
"How This Contract May Be Cancelled including Refunds and Charges
You may cancel this Contract by Surrendering your copy of this contract with written notice to the Seller or UsYou are entitled to a full refund if You contact and provide written notice of cancellation within the first thirty (30) days after the Purchase Date (the initial period) and if no claims have been paid against the ContractIn the event this Contract is cancelled by you or us after the initial period, or if a claim has been paid under this contract, We will refund a prorated amount of the contract price less all claims paid and less the cancellation fee, if applicableThe pro-rata cancellation is based on the greater of days in force or miles driven compared to the total time and mileage of Your Contract term."
The customer indicated to the sales agent that they had coverage with Millenium but would expire in approximately two thousand milesDuring our sales presentation and confirmation process, Discount Auto Protection states the business name and the name of the administrator *** *** *** of the service contract
Discount Auto Protection did receive written notice for cancellation on 4-21-and will proceed with cancellation according to the Contract
A copy of this policy can be provided upon request

Initial Business Response /* (1000, 5, 2015/12/16) */
Contact Name and Title: *** ***, CSR MGR
Contact Phone: XXXXXXXXXX
Contact Email: ***@discountautoprotection.com
Mr*** called in to our customer service department yesterday asking to speak with his original salesman,
*** is a manager, but on the sales floorAfter a policy is sold, anything that needs to be done on the policy is then handled by the customer service department
In regards to his claimThe claim is being denied due to a mileage discrepancyWe listened to the phone call and Mr*** told *** that he was not near the car to give exact mileage*** explains that it is important to get that mileage so he doesn't run into any issues down the roadHe said he would call back to update the mileage when he had the vehicle*** also explained that there was a probation period for claims and Mr*** agreed and understood
On November 9, 2015, Mr*** called in again and said he was trying to file a claim at that timeHe was advised that he had purchased the policy days before and there is a day mile probationary period and the claim would be deniedHis response was that his probation period was to be waivedWe are able to waive the miles, but the days we are notThis claim would be considered Pre-existingHe purchased the policy only to cover a vehicle that is broken down alreadyWe offered to cancel the policy and issue a full refundHe told the representative to not cancel and refund, that he would call his lawyer and see what he had to say about it
When Mr*** called in yesterday, I told my representative to advise him that if he can provide some sort of documentation showing what the mileage was around the time of purchase (it doesn't have to be the exact day) that I would send it to the admin and see if they would take another look at itHe refused and disconnected the call
I apologize that Mr*** is upset about the denied claimHowever, it clearly states in the policy on page that there is a probation period

Initial Business Response /* (1000, 5, 2015/09/16) */
Contact Name and Title: [redacted] CSR Mgr.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@yahoo.com
To whom it may concern,
We are still in the process of helping Ms. [redacted] with her claim. We do see in the customers...

policy that the convertible top motor is a covered component. However, I think her frustration is directed at the wrong company. Discount Auto Protection is only a selling agent. We do not pay claims, the administrator does. I am working diligently with the administrator as Ms. [redacted]'s voice to do my best to get the claim paid. Unfortunately these things take time. As I type this, I just received a copy of the itemized repair order from Ms. [redacted]'s repair facility and sent it to the administrator for further review.
I apologize for the inconvience this has caused our customer. I am doing my best to help her. We are open until 5pm CST.

Initial Business Response /* (1000, 5, 2015/11/02) */
Contact Name and Title: [redacted], CSR MGR.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@discountautoprotection.com
On 7/10/15, Mr. [redacted] contacted our customer service department upset that Omega (his administrator) would only...

cover $300 toward a radio replacement. It was explained to him why only $300 was paid toward the repair and he was offered a $200 discount the overall cost. Something Discount Auto Protection did not have to do since it was written in the policy how much would go toward that kind of repair. He was happy with the discount. On 8/6/15, Mr. [redacted] contacted us again to tell us he traded his vehicle for something new. We advised of what paperwork to send in and stopped any further payments from processing on his credit card. On 8/31/15, Mr. [redacted] called in again to see if we received his paperwork. We advised we did not and verified our address again. I had yet to receive the paperwork and on 10/5/15 the policy cancelled for nonpayment. I received the paperwork on 10/22/15 and the policy was already cancelled. I have attached a copy of the paperwork along with the envelope the paperwork came in. Which is postmarked on 10/19/15, 14 days after the policy cancelled.
On 10/29/15, Mr. [redacted] contacted us again and we advised of the situation. He was obviously not happy and continued to harass & threaten my employees. They are only doing their job and it was uncalled for. He said he was recording all of the phone calls. As did we.
It clearly states in his policy on page 11, section 4, that if the policy cancels for nonpayment, there is no refund due. I believe that Mr. [redacted] had adequate time to get the paperwork into our office between 8/31/15 & 10/5/15. It did get to me after the fact, so he clearly knew the address.
I apologize for any frustration this may have caused Mr. [redacted], however, we are only the seller of the policy and the policy is very clear. I have attached it as well.

Initial Business Response /* (1000, 5, 2015/10/29) */
Contact Name and Title: [redacted], CSR MGR.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@discountautoprotection.com
I received Ms. [redacted]'s letter of cancellation on August 7, 2015. I processed the cancellation the same day. It...

takes 10-12 weeks to process a refund. We advised Ms. [redacted] of this several times. Each time she called into our customer service department, my employees did their best to explain to Ms. [redacted] the process, however, she would not accept our explanation. I tried to speak with Ms. [redacted] and advise her we were doing all that we could and she would not accept that either. I don't personally write the checks. I only do what I can. I have attached a copy of Ms. [redacted]'s refund check that will be going into the mail today. My apologies to Ms. [redacted] for the frustration this has caused.

Initial Business Response /* (1000, 5, 2015/08/13) */
Contact Name and Title: [redacted] CSR Mgr.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@discountautoprotection.com
Good afternoon,
I have reviewed the customers file. I am showing that she started the policy and asked for her...

payments to be ran on the 10th of each month. This would make her first monthly payment scheduled on 8/10/15. When the customer had called in on 8/10/15, the payment had already ran as all payments are scheduled and processed in batches. There was absolutely no way for us to stop the payment that had already been ran. We did not receive a phone call from the customer since the day she signed up for the policy. We did not know she wanted to cancel the policy until she called in on the 10th after her payment had already ran. It may have not showed up on her bank statement until 8/11/15. All banks are different, but the payment was ran on 8/10/15. I have cancelled the policy effective today, even though we have yet to receive the proper cancellation paperwork. I have also requested that our payment processor reverse the charge, however, I am waiting for their response. If they do not reverse the payment, I will include the payment in the customers refund.

Initial Business Response /* (1000, 5, 2015/07/09) */
Contact Name and Title: [redacted] CSR Mgr.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@yahoo.com
To whom it may concern,Mr. [redacted] contacted us on 6/1/15 to inform us that he had traded in his vehicle and would like to...

cancel. We advised him that we needed trade in paperwork to process the cancel & put his policy on hold so no additional payments would be processed. We advised him of our address to send in the paperwork and let him know as soon as we received it, the policy would be cancelled and we would start the refund process. On page 11 in the policy, it clearly states the cancellation procedures. It also states "Failure to make monthly payments in a timely manner may result in cancellation of this Contract and no refund will be due". Mr. [redacted] had ample time to send in the paperwork and we have yet to receive it. We put the customer on hold as a courtesy to him so he would not be charged further for coverage he no longer needed. As we have many customers to service, we do not constantly check to make sure that a customer has sent in their cancellation paperwork. On behalf of Discount Auto Protection, LLC. I apologize for the inconvenience this has caused him, however, we are only a selling agent and the guidelines are made by the administrator of the policy. We unfortunately cannot bend the rules for one customer. I have attached a copy of his policy for your review as well.

Initial Business Response /* (1000, 5, 2016/01/05) */
Contact Name and Title: [redacted], CSR MGR.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@discountautoprotection.com
I remember this phone call clearly between [redacted] and Ms. [redacted].
On 11/10/15, Ms. [redacted] called our customer...

service department to let us know she had traded in her vehicle. She was advised to mail in a copy of the trade in paperwork and the policy would be cancelled. On 12/29/15, Ms. [redacted] called in again wanting to know why she had received a cancellation notice. She was told that we never received the trade in paperwork, therefore, the policy will default to a nonpayment status and no refund is due. She then told [redacted] that she had faxed it. However, she could not provide some sort of fax transmission proving this. Nor could she tell us what number she faxed it to. She insisted she was given the fax number on the phone call from 11/10/15. I pulled and listened to the phone call. The customer is given our physical address to send the paperwork in. She is fine with that and the call is disconnected.
My apologies for the situation, however, I still have not received any sort of cancellation paperwork. Per the administrator, no refund is due if the policy cancels for nonpayment.

Initial Business Response /* (1000, 5, 2016/01/08) */
Contact Name and Title: [redacted], CSR MGR.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@discountautoprotection.com
My sincerest apologies to Ms. [redacted] regarding her refund. It will be sent on 1/15/16. I know this has been a very...

long process and there is no excuse from my end.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/07) */
Contact Name and Title: [redacted], CSR MGR.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@discountautoprotection.com
On 9/15/14, Ms. [redacted] sent in a check for $528.52. This amount was not enough to pay the policy in full. The...

policy still had a balance of $132.18. The $528.52 paid the policy up until March of 2015. At that time, a partial payment ran on 3/16/15 and there was still a full payment owed. On 4/21/15, Ms. [redacted] contacted our customer service department asking what was going on. She was advised of the situation and understood. We told her she still had a balance of $82.64 at the time and she wanted to go ahead and pay that amount. We processed her checking account for that amount. On 4/21/15, the check was returned due to Insufficient Funds. On 4/22/15, our accounts receivable representative contacted the customer to advise of the problem. Ms. [redacted] asked us to send an invoice and that she would speak with her bank. An invoice was sent. When we did not hear from her for several days, we started trying to contact her again on 4/30/15. She was called 9 times between 4/30 & 5/18. On 5/16/15, the policy cancelled for nonpayment.
Discount Auto Protection did everything we could to help the customer keep the coverage. However, per the contract, regardless of how many payments were made, there was not a payment received for over 30 days. Therefore, the policy was cancelled for nonpayment and there is no refund due. I have attached a copy of the contract and the refund policy is on page 13.

Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: [redacted] CSR Mgr.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@discountautoprotection.com
I would first like to apologize to the customer for the inconvenience he experienced when cancelling. We did receive...

his cancellation paperwork yesterday. I believe it was delayed in getting to us because of the holiday. His policy was cancelled yesterday and is on the schedule for refund today and he will be receiving a full refund in the amount of $185.00.

Initial Business Response /* (1000, 5, 2015/10/08) */
Contact Name and Title: [redacted], CSR MGR.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@discountautoprotection.com
Ms. [redacted] was contacted by us to see if she would be interested in purchasing a vehicle service contract. She...

was interested and decided to purchase the policy. We cannot ask our potential customers their age. That would be none of our business.
Ms. [redacted]'s daughter contacted our customer service department on 10/7/15 to tell us that her mother would not be driving for long and she would be selling the vehicle within the next month. We advised her of the proper cancellation procedures. These procedures are enforced by the administrator of the policy and every customer must adhere to the same rules. Our customer service representative advised Ms. [redacted]'s daughter of this, but she disconnected the phone call after insisting we cancel the policy over the phone. I have attached the customers policy and the cancellation procedures are located on pages 14 & 15. If we receive the customers paperwork before the 30 days, she will be refunded in full. If she would like to fax the paperwork in she can call our customer service department to get the fax number if that is what she wishes to do.
We hope to get this settled as soon as possible.