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Complaint: ***
I am rejecting this response because: Though I have been in contact with the company, my warranty situation has not been finalizedI'm still waiting
on them to e-mail me our agreement and mail me the paper work for the new warrantyOnce I receive everything in writing, I'll consider this situation closed
Sincerely,
*** ***

Initial Business Response /* (1000, 9, 2015/10/19) */
Cancellations take on average 6-weeks to completely process out a refund checkWe are at the mercy of the GAP company to supply us with the refund rate for calculatingFor this customer, her refund has already been sent out to her as of
October 14, It was sent to her via UPS Overnight
Initial Consumer Rebuttal /* (2000, 11, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had to stay in constant contact with this company to get my refund checkI called several times, left messages with no returnFinally, I was given an email of the person in charge of the cancellation departmentI sent her a very long in depth email about my experienceShe was very nice and replied the same day saying she took care of it and what do you know the check appeared at my door the next dayI feel like had I not done those things I would still be waiting for my checkI wonder how many people are in a similar situation and just let it go because they don't want to have to deal with the constant phone calls and emails?? Just a thoughtAnyway I am happy, I got what I needed just wish I didn't have to jump thru so many hoops to get it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear Mr***, Thank you for your time and we appreciate you providing us with detailed information in regards to your interaction with our organizationPlease allow our Customer Advocacy Director an opportunity to discuss this interactionShe would like to conduct a customer experience interview
that will only take a couple of minutesShe would be grateful for a chance to discuss the situation and seek learning opportunities for the future She attempted to reach you today, and left her contact information on your voice mailHer name is Tabetha F* and she looks forward to hearing from youYou may reach her at *** *** or you may e-mail her at ***@ilendingdirect.com

Mr*** is correctWe did send the payoff to *** ***It was sent on 3/& delivered on 4/This was the tracking number for that shipment. ***Their address had changed and they didn't update it onlineOnce we were notified, a new payoff was sent outThe new
delivery address was verified twiceHere is the tracking number for that check. ***We apologize for the min addressesWe have corrected the situation and the new check will arrive today according to the tracking information provided via ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We had received a request for a refinance of the customer's *** *** auto loan in August of I have emailed him to verify this information as well as sent him a request for removal form to complete should he have been the victim of identity fraud

We have spoken with [redacted] a few times since this occurred. We attempted to help him acquire a new loan that would meet his needs and are unable to get him lower than he is currently at due to changes in his credit profile. All original signed documentation was returned to him as he...

requested. We have also offered our assistance in the future should his situation change.

Initial Business Response /* (1000, 5, 2015/06/25) */
The GAP policy was cancelled. We did not receive the proof of loan being paid off as required by contract. We sent out the refund check to Kinecta, the lender, on June 11th. If his loan has been paid off with them, they will issue a refund to...

him directly as an overpayment. Should there be any questions about his refund from the lender, he will need to contact them directly.

We have spoken with Mr. [redacted] and all concerns regarding his business with us have been resolved. There was no hard pull done on his credit by us. Thanks!

We have spoken with Ms. [redacted] today with updates. We have tried a few different options in finding financing options. We have offered an option for the purchase for her vehicle. At this point she has declined the offer. I apologize that the communication was not kept up with as it should have been....

Please feel free to let us know if you would like to move forward with the options that we have discussed. Thanks!

I have spoken with [redacted] and his warranty change is finalized. He has chosen a different program and has finalized copies of all paperwork in his possession.

Initial Business Response /[redacted]/
We did receive the cancellation request on 5/5/2015 as stated. It was processed that same day. We informed Ms. [redacted] that the process does take 6-8 weeks for completion and to have the return issued to her existing lien company for credit. As...

we are still in that time frame, there should be no cause for concern. Everything looks to be on track for a refund to be issued.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)

The customer current products and our products were discussed on several occasions. The service product was removed from the original structured deal, however the GAP coverage was accepted. The loan acceptance paperwork was signed By [redacted] on 08/08/2017. GAP coverage was accepted by the customer through [redacted] on two different documents. The customer e-signed and dated the GAP acceptance document (on page 12 of 33). The Gap acceptance document states that this is not a required product. The customer also signed the loan agreement (page 18 of 33) as well as initialing next to the Gap product and cost. Our GAP coverage and service products are not required to refinance an auto loan. The customer has the option to cancel coverage or products at any time.

After looking into this file, the representative that was working with you had gone out of town on a family leave. I apologize for the lack of communication. I will have one of the team directors call you today.

Complaint: [redacted]
I am rejecting this response because: they deny any wrong doing on their behalf or lack of customer service. Had they been able to return simple phone calls without waiting weeks maybe it wouldn't have been their fault. 
Sincerely,
[redacted]

We received the request from Mr. [redacted] on January 13th to cancel his loan. It was processed internally the same day. The cancellation check was sent via [redacted] the same day. [redacted] shows as delivered on Tuesday of this week due to Monday being a Federal Holiday and all lending...

institutions being closed. The request to cancel the GAP insurance on his other loan, the Silverado, was also received on Friday, January 13th. As it is stated on his contract, the refund of the GAP policy is sent out to his lender as they are the party that paid for it in his loan. If his loan has been paid in full, he will receive a refund from the lender once full payoff has been processed. Should there be an existing balance on the loan, the refund will be credited to the balance. As this is an insurance policy, cancellation can take up to 4 weeks. This information was relayed to Mr. [redacted] by our cancellation team. In reviewing his account, it looks like we will be able to issue the pro-rated GAP refund to the lender within the next week, ahead of his original quoted timeframe.

Complaint: [redacted]
I am rejecting this response because:As of 3 /28/2018 the complaint has not been taken care of. I have talked with someone from th he company . She said she would look into my application again next month and might be able to work out a deal at that time. She did not believe it would be the same or better then the first offer I was given then taken away once I agreed to it. So once the application is looked int ok again next month I can not agree that the company followed through on my original offer that was taken away or even a new one till then. At th hat time they said it still might not able to work it out.This complaint should remain open until they follow through next month.
Sincerely,
[redacted]

We had cut a check to Mr. [redacted] in November. After research, it doesn't look like it was cleared. We have resent a check in the amount of $174.81.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11296746, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]