Greenlight Auto Protection

To whom it may concern, I have attached the call records for Mr [redacted] We spoke with him on 8/24/and not again until today, 10/5/These are the only phone calls that were incoming from Mr [redacted] 's phone numberThe customer had the policy for well over daysUnfortunately, per the contract, the customer will not receive a full refund, but a pro-rated refundPlease reference page section of the attached policy to find the cancellation procedures as well as how a refund is calculated (which we relayed this information to Mr [redacted] today)We are only the seller, and we must follow the contract that has been provided.As soon as we receive the cancellation paperwork from Mr [redacted] , we will issue a refundAll future payments have been stopped

To whom it may concern, I spoke with Ms [redacted] yesterday and explained to her the proper cancellation procedures which are located in her policyI gave her the correct address of [redacted] ***I do not know what address she received from the Revdex.com? I did advise her of the fact that because she has had the policy for over days, she will be receiving a pro-rated refund based on time and mileage, which is also stated in the policyPlease reference page for the cancellation procedures & how the refund is calculatedMy apologies to Ms [redacted] if she felt that she was misled, however, I myself gave her the cancellation procedures and assured her that as soon as we received her paperwork, the policy would be cancelled and her pro-rated refund would be sent

Mr [redacted] tried to contact customer service outside of our business hours (8am-12pm, 1pm-5pm CST, Monday-Friday) and was unable to leave a call back numberI have contacted Mr [redacted] to give him my personal contact information and informed him how to cancel his policy to receive a pro-rated refundWe have both agreed to close this complaintIf there are any further questions, please let me know

To whom it may concern, Ms [redacted] purchased a vehicle service contract from us on 8/25/On 10/4/16, she contacted our customer service department wishing to cancelShe told our representative that she only wanted to keep this for a couple of months to try to get a seal and gasket issue repairedWhen she found out it was a non covered component, she decided to cancelShe spoke with a manager and was advised that she needed to send in a letter of cancellation in order to receive her refundI have attached the customers policy for you to reviewPlease reference pages 9-for the cancellation proceduresThe refund amount will be determined according to the contract as well, which is located on page 10, section 3.bOur apologies to Ms [redacted] for the inconvenienceHowever, we must follow the contract as we are just the sellerThe administrator is who determines whether a claim is approved or denied

Sorry for the late responseI was having trouble reviewing my emailsJust got thisMr [redacted] called into our customer service department on 03/30/with questions because he setup another policy through another companyHe ended that call with wanting to do a little more research about the coverage He was aware he had until 04/13/to cancel within days and get a full refundHe didn't call back in until the 05/18/wanting to cancelNow he is passed the days so we will need a letter of cancellation from him and we will refund the downpayment of $we collected from Mr***He can even fax it to [redacted] Thanks

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***This company is in business to insure vehicles,so how you not know the car was salvaged.I feel the company salvaged this is truly the company fault and should be made to honor and should be made to honor the warnety that they Sold because this will teach them to to be moreAccurate and reasonable in the future

My apologies to Ms [redacted] Unfortunately, we are only the seller of the contractThe administrator is who approves or denies claimsWe have absolutely no say in thisWe did speak to Ms [redacted] on 10/25/and asked that she send in a letter of cancellation reporting all of thisWe will issue a full refund as soon as we receive this paperworkI know this may not be the outcome she is looking for, but it is the only thing I can doAgain, our sincerest apologies for the great inconvenience

My sincerest apologies to Mr [redacted] for the inconvenienceThis was an oversight on our partI have emailed our accounting department to get this refund out as soon as possible We are no longer servicing Auto Repair Protection Club's policiesWe are only servicing Greenlight Auto Protection & Auto Protection Club customers

Initial Business Response / [redacted] (1000, 10, 2016/02/23) */ ***Document Attached [redacted] Customer was cancelled and refunded, unfortunately the system that we use does not issue a cancellation number it is just cancelled and stoppedAttached are notes, phone calls, and proof that customer has been credited back their down paymentPlease see attached Thank you

Initial Business Response / [redacted] (1000, 7, 2015/07/30) */ Contact Name and Title: [redacted] CSR Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @greenlightautoprotection.com We are truly sorry that you have received Robocalls but Greenlight Auto Protection does not use a Robocaller Every call going out and coming in has a live person on the other end of the phoneAll of the representatives employed by Greenlight Auto Protection are licensed by the Vehicle Protection Association of Missouri Thank you, [redacted] Greenlight Auto Protection

Initial Business Response / [redacted] (1000, 17, 2016/02/03) */ ***Document Attached [redacted] Customer has been placed on our DNC list and attached is proofWe will no longer contact customerTheir are many Extended Service Contract brokers that call the same customers to extend their mechanical breakdown coverageOnce a customer states that they want to be added to the Do not call list, we handle that the same dayAttached is proof that customers phone number has been added Thank you Initial Consumer Rebuttal / [redacted] (3000, 19, 2016/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) My phone number is still not on the DNC list which they provided in the attachment, those are other individuals numbers with the same area codesIn response to the feedback that it could have been other Extended Service Contract Brokers calling me, I would say that all of the calls in my complaint were received from their same phone number, so unless other brokers are masking their caller ID display with this brokers phone number, it would have been them on all of the occasions which I referenced

We did speak to [redacted] on 11/30/and when first speaking he was interested in flipping his current coverage to his new vehicle We put together a quote for his new vehicle and called him back hours later that same day and he was no longer interested in flipping the coverageSo at that point we advised the customer of the cancellation procedure which are outlined in his policy booklet(attached for your review) At this point in time we have not received any correspondence from Mr [redacted] I'm sorry for any miscommunication or inconvenience hereIF you have any questions or concerns feel free to give me a callThanks

Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @greenlightautoprotection.com Ms [redacted] gave verbal authorization for extended coverage on her Ford Fusion with a down payment of $and payments of $The authorization was given on 1/18/Ms [redacted] was given the customer service telephone number on the same dayThe contract was mailed out on 1/22/according to the First Class TrackingThe customer service manager, [redacted] has attempted to contact the customer to send out a second contract, but has not been able to reach the customerWe have requested another policy be sent to the customer's addressIf there are any other questions or concerns, please contact customer service at XXX-XXX-XXXX

To whom it may concern, I spoke with Ms [redacted] earlier todayShe expressed her frustration with the denied claim and said she wanted to cancel the policyI advised her of the proper cancellation procedures, which are located on pages & and let her know that as soon as she sends in the cancellation paperwork, the policy will be cancelled and her refund will be issuedUnfortunately, Auto Protection Club is only the seller of the policy and we do not pay claimsThe administrator does thisI have attached the customers policy and the component that needs replaced is not a covered partWe apologize for Ms [redacted] s troubles, but we are not the company that pays claims outIf Ms [redacted] would like to contact the claims department to discuss the denied claim, the phone number is in the attached policy

To whom it may concern, I have attached Mr***'s policyUnfortunately, the components that needed fixed were non covered componentsAlso, we are only the seller and have nothing to do with whether or not claims are paid or deniedWe apologize for the inconvenience to Mr***, but his
frustrations are focused on the wrong companyI have attached Mr***'s policyIf he would like to speak to the claims department regarding this, the phone number is listedAlso, if Mr*** would like to cancel, the cancellation procedures are listed on page T

To whom it may concern,Ms*** set up a vehicle service contract on her Mazda on 1/22/Ms*** decided to cancel the coverage on 2/22/16, after the day cancellation periodAlthough this is outside the cancellation period, we will be glad to make an exception for Ms
***I have tried to contact the customer to inform her of the refund, but have not been able to get a hold of herIf the customer would like to contact me directly, the number is ***

Ms***, My sincerest apologies for the way you were treated on the phone when you called inI will be dealing with that representative accordinglySometimes, we get very passionate about our jobs and want to make sure that our customers fully understand what they are cancelling because
we believe in our product that muchHowever, no one deserves to be treated that wayI do hope that you accept our apologyI personally cancelled your policy on 11/15/& issued a refundYou should be seeing the refund in your account by now

Initial Business Response /* (1000, 10, 2016/01/11) */
We have put Mr*** on our Do Not Call listThis can take approximately hours to go through

To whom it may concern, Mr*** purchased a vehicle service contract from us on 6/6/Mr*** contacted the customer service department on 6/15/unsure of his purchaseAfter a lengthy conversation of what the policy entails, he decided to keep the coverageOn 8/22/16, Mr***
contacted the CSR department again, upset because of a denied claimUnfortunately, the failed component was not a covered item per the contractHe asked us if we could lower his payment so we stretched his terms from months to months and he agreedOn 8/23/16, the customer's spouse called in upset about the denied claim and wanted to cancelWe advised of the proper cancellation procedures to her which include sending in written notice to us expressing the desire to cancelI have included the customers contract, please refer to page T6, section EUnfortunately we have not received the customers letter of cancellation as of todayAs soon as we receive it, the policy will be cancelled and a prorated refund will be issuedAll payments have been suspendedPlease refer to page T7, section F in regards to the refundThe customer has had the policy for over days, therefore, the refund will be prorated, per the administrator

We have received Ms***'s letter of cancellation and the policy has been cancelledThe customer will be receiving the refund within the next daysI am not sure where else to go with thisWe have done what we can on our partMy apologies to Ms*** if she feels that we have not complied with our end of the policy