Greenlight Auto Protection

To whom it may concern,  The employees at Greenlight Auto Protection were only trying to get to the root of the problem, as Ms. [redacted] has been a customer in good standing since February of this year. We apologize if she felt offended in any way. That is never our intention. We have stopped all...

future payments from processing. In the future, please ask for [redacted], the customer service manager, if you do not feel like you are getting the correct customer service. Thank you

Initial Business Response /* (1000, 5, 2015/06/23) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXXX
Contact Email: [redacted]@greenlightautoprotection.com
Hello,
I am responding to customer's complaint. This issue has been resolved. Customer stated the day after payment ran that...

she disputed charge with her bank. Once the bank emailed notification that they were going to drop the charge back we refunded the customer right away on 6/16/2015. full amount of 100.00.
Thank you so much

I have spoken to the business and this has been resolved.

Revdex.com:
Thanks for ressponding,Will I receiving my full aamount back?S[redacted]  
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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 contract. The administrator is who approves or denies claims. We have absolutely no say in this. We did speak to Ms. [redacted] on 10/25/16 and asked that she send in a letter of cancellation reporting all of this. We will...

issue a full refund as soon as we receive this paperwork. I know this may not be the outcome she is looking for, but it is the only thing I can do. Again, our sincerest apologies for the great inconvenience.

[redacted] set up a policy with us back on February 21st 2017. We only set the policy up. We do not deny or approve any claims here. That would be the administrator of the policy that denies and approves claims. We already canceled the policy out and issued any refund that was due from us to Mr....

[redacted]. If you have any other questions or concerns I can help you with please just let me know.Thanks

Initial Business Response /* (1000, 17, 2016/02/03) */
[redacted]Document Attached[redacted]
Customer has been placed on our DNC list and attached is proof. We will no longer contact customer. Their are many Extended Service Contract brokers that call the same customers to extend their mechanical breakdown...

coverage. Once a customer states that they want to be added to the Do not call list, we handle that the same day. Attached is proof that customers phone number has been added.
Thank you
Initial Consumer Rebuttal /* (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 codes. In 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.

To whom it may concern, I have attached the call records for Mr. [redacted]. We spoke with him on 8/24/16 and not again until today, 10/5/16. These are the only phone calls that were incoming from Mr. [redacted]'s phone number. The customer had the policy for well over 30 days. Unfortunately, per...

the contract, the customer will not receive a full refund, but a pro-rated refund. Please reference page 11 section 1 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 refund. All future payments have been stopped.

To Mr. [redacted],Again, my sincerest apologies in regards to the way you were treated. The way you were treated is certainly not what I expect from my employees and I have taken care of this on my end accordingly. I did speak to you yesterday and advised that you do need to send in...

cancellation paperwork so we can issue a refund. I would like to state that I did not say that it was our job to be overly aggressive in trying to sign people up for a policy. I stated that sometimes we can get passionate about our job and want to make sure our customers are fully informed of the policy that they are cancelling. Sometimes, customers do not realize exactly what is all covered and how important this coverage is. I do understand that you have not had the best of luck with your vehicle and unfortunately the components that failed on your truck were non covered components. I have attached a copy of your policy that shows exactly what is covered as well as how to cancel the policy. As soon as I receive the cancellation paperwork, I will cancel the policy and we will begin with the refund process.

To whom it may concern,My sincerest apologies to Ms. [redacted] for any inconvenience she may have experienced when speaking to our representatives. I have listened to the recorded phone calls. On 1/16/18, we contacted Ms. [redacted] in regards to her past due January payment. We had not spoken to...

her since September of 2017 when she called in requesting a new booklet. She answered and when asked about the payment, she told the representative that she wanted to cancel the policy. As with any company, we wanted to know why we were losing a customer and asked her a few questions. She did not want to answer the questions and told us to just cancel the policy. Since the representative she was speaking to works in the accounts receivable department, she is not able to do this. The representative advised Ms. [redacted] of this and she got upset and told the representative to give her the phone number. Ms. [redacted] was advised there was no number, to just hold for a moment to get the manager on the phone. When on hold, Ms. [redacted] disconnected the phone call. The representative called Ms. [redacted] back twice and she (representative) was hung up on both times.We continued to try to reach Ms. [redacted] as we knew the conversation was not quite finished. We did succeed in reaching her on 1/25/18 and she told us to call back the next day, which we did and again, we were unable to reach her. On 2/6/18, we called Ms. [redacted] again, she answered, told the representative she wanted to cancel it and when we were trying to give her the cancellation procedures, she disconnected. We have never told Ms. [redacted] that she cannot cancel, she just has not allowed us to give her the proper procedures, which are located in the policy booklet, (a hard copy of the policy has been mailed to her twice, and we have emailed her the policy to). I have attached the policy for her review. Should she choose to not send in the cancellation paperwork, the policy will cancel for nonpayment on 2/14/18.

Initial Business Response /* (1000, 10, 2016/02/23) */
[redacted]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 stopped. Attached are notes, phone calls, and proof that customer has been credited...

back their down payment. Please see attached.
Thank you

Initial Business Response /* (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 phone. All of the representatives employed by Greenlight Auto Protection are licensed by the Vehicle Protection Association of Missouri.
Thank you,
[redacted]
Greenlight Auto Protection

Per Ms. [redacted]'s desired settlement on the original complaint, it states "I want them to honor the repair and fix my car since this is what the policy was for. If this cannot be done then I want to be refunded for my yr coverage in the amount of $1070.88 that has been agreed upon but not fulfilled."Check #[redacted] in the amount of $1151.87 (which is the total amount that Ms. [redacted] paid into this policy) was sent on December 8, 2016. I have attached a copy of the policy. On page 11 it states: Certain vehicles outlined on the Administrator's or Service Contract Provider's guidelines with the Seller are ineligible. This includes, but is not limited to: exotic vehicles, grey market vehicles, incomplete chassis, salvage or branded title vehicles, police, postal, taxi, and emergency vehicles, rental vehicles, tow vehicles, vehicles equipped with a snow ploy, lifted vehicles, vehicles equipped with a flat bed, and vehicles greater than 1 ton. We mailed this policy to Ms. [redacted] twice and emailed it to her 3 times. Unfortunately, we did not know that the vehicle was a salvage. We have sent a full refund, which is the absolute most we can do. Again, we apologize for the inconvenience.

Mr. [redacted] tried to contact customer service outside of our normal business hours (8am-12pm, 1pm-5pm CST, Monday-Friday) and was unable to leave a call back number. I have contacted Mr. [redacted] to give him my personal contact information and informed him how to cancel his policy to receive a pro-rated...

refund. We have both agreed to close this complaint. If there are any further questions, please let me know.

Complaint: [redacted]
I am rejecting this response because: I spoke to [redacted] (Manager) who said that once I put in writing my cancellation and mail it to her that the claims department will handle my case from there. I am not sure what else to do but I feel that I was tricked into this auto policy that I can not use.
Sincerely,
[redacted]