Integrity Protection Group

The below information was retained via recorded calls:On February 26,2015 a courtesy call was placed to customer to see if he would be interested in purchasing extended coverage for his vehicle. The customer was told that he could not call back because that department does not take calls,...

they can only be transferred calls. After reviewing cost and coverage option the Customer decided to purchase coverage. On February 27, 2015 customer called our Customer Service line and spoke to the Receptionist regarding cancellation of his policy, Receptionist told him that once someone was available in the Customer Service department to help him with the process they would return his call. On 3/02/2015 the Coverage Specialist called and could not leave a message as voicemail had not been set up on Customer's phone. 20 minutes later customer called Customer Service back and spoke to Customer Service Representative who was willing to help with the process but Customer insisted on speaking to Coverage Specialist, at this time Coverage Specialist was on lunch and was told he would call him back as soon as possible. 10 minutes later Customer called our Screening department and asked to be transferred to Sales but the Coverage Specialist was on the other line. 03/03/215 Customer called Screening department back and Screener advised him that he needed to call Customer Service to cancel policy. 6 minutes later Customer called Customer Service and spoke to Receptionist again who stated she would have a Customer Service Rep return his call when they were made available again. 2 hours later Customer Service tried calling back but no voicemail was set up to leave a message. 03/09/2015 Customer called back to cancel but call was disconnected and no other calls were made on this day. 03/10/2015 Customer Service called Customer back and call was disconnected again. No other calls were made or received. On 03/03/2015 the down payment of $155.00 was credited back to Customer on credit card provided at the time of purchase and policy was cancelled with no other pending payments. Customer was fully refunded and policy was cancelled. Thank you,Integrity Protection Group, Customer Service

All information below was retained via recorded calls:On 11/20/2014 Customer purchased extended coverage for vehicle, after receiving contract in the mail the customer decided this was not for him.On 12/03/2014 Customer spoke to Customer Service Receptionist who said a Customer Service...

Rep would call him back.On 12/22/2014 After receiving a message from Customer, Customer Service Rep returned call and he was checking on the status of his refund check. Customer Service let him know we received his letter of cancellation on Dec 5, 2014 and notified him that the Admin has 30 days to sign off on cancellation before issuing the refund check. She made customer aware that this process is also stated in his policy. Customer wanted to know why we didn't notify him we received his LOC and CS Rep stated that's not protocol. Customer wanted his check by Christmas. Customer Service stated even if the check was sent out that day, the likelihood of receiving was not probable. Customer wanted to know if we were refunding by check or crediting card and Customer Service stated we issue a check as that is our standard method of refund. Customer Service confirmed mailing address and Customer stated he will wait for the check.Customer called back on Dec 31,2014 inquiring about refund and his call was returned, she explained what the previous Customer Service rep told him on the 22nd of December as well as his check will arrive before our systems update with the refund information.On January 5, 2015 Customer spoke to Customer Service receptionist who stated a Customer Service rep would return his call when available which would be the next business day.on January 6th 2015 customer called in and spoke to Receptionist again who told him he was 4th in line to be called back. Customer never received a call back (reason unknown).On January 12th customer called back checking on status of refund, customer service explained again the 30 day process and that his check is on the way.Refund check was mailed on 1/9/2015, 4 days after 30 day review of cancellation which is standard. Customer deposited full refund check on 1/23/2015, check # [redacted].We do apologize that the time frame for the refund was not acceptable to our customer however this is standard procedure. We were not intentionally holding off on his refund. Please refer to policy booklet for all refund and cancellation procedures.Thank you,Integrity Protection Group, Customer Service

Review: Last week, a representative from Integrity Protection called me to persuade me buy an extended warranty for my car. I told him that I needed some time to consider and I would call him back, but he answered that there was no way I could call him back (which now I think is a lie). Although, I am little concerned, I still told him my read card number and security number of that card, $155 gone!

However, after reading the contract carefully, I realized that this warranty is useless for me. So I decided to cancel the contract, and the contract declares that I can cancel this contract in 35 days and they will fully refund.

So I called their phone number for more than 6 times, and each time the phone picker told me to wait for the representative to call me back. But NO one call me back. I really get angry.Desired Settlement: Refund my money, and terminate the contract.

Business

Response:

The below information was retained via recorded calls:On February 26,2015 a courtesy call was placed to customer to see if he would be interested in purchasing extended coverage for his vehicle. The customer was told that he could not call back because that department does not take calls, they can only be transferred calls. After reviewing cost and coverage option the Customer decided to purchase coverage. On February 27, 2015 customer called our Customer Service line and spoke to the Receptionist regarding cancellation of his policy, Receptionist told him that once someone was available in the Customer Service department to help him with the process they would return his call. On 3/02/2015 the Coverage Specialist called and could not leave a message as voicemail had not been set up on Customer's phone. 20 minutes later customer called Customer Service back and spoke to Customer Service Representative who was willing to help with the process but Customer insisted on speaking to Coverage Specialist, at this time Coverage Specialist was on lunch and was told he would call him back as soon as possible. 10 minutes later Customer called our Screening department and asked to be transferred to Sales but the Coverage Specialist was on the other line. 03/03/215 Customer called Screening department back and Screener advised him that he needed to call Customer Service to cancel policy. 6 minutes later Customer called Customer Service and spoke to Receptionist again who stated she would have a Customer Service Rep return his call when they were made available again. 2 hours later Customer Service tried calling back but no voicemail was set up to leave a message. 03/09/2015 Customer called back to cancel but call was disconnected and no other calls were made on this day. 03/10/2015 Customer Service called Customer back and call was disconnected again. No other calls were made or received. On 03/03/2015 the down payment of $155.00 was credited back to Customer on credit card provided at the time of purchase and policy was cancelled with no other pending payments. Customer was fully refunded and policy was cancelled. Thank you,Integrity Protection Group, Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

When calling Integrity to cancel my policy under the 30-day, 100% money back guarantee, I had the privilege of speaking with Eric, one of their customer service representatives. He was very nice and polite and made no attempt to pressure me into changing my mind. After I explained to him what I wanted to do, he took care of the entire transaction in a very professional manner. This was quite the opposite of the actions of other Integrity workers described in previous reviews and left me with a somewhat mixed viewpoint of Integrity. Even so, to Eric, I say "thank you" for the superb service you gave me. I deeply appreciate it>

Review: I was told this service covered all electrical issues in my vehicle, but because the part that operates the heating/cooling is in the door, they would not pay for the item necessary to operate the heating and cooling. I was told on the recorded call that under all circumstances the electrical problems of my car were covered. The salesman and his higher up both told me the same thing. The original salesman told me that my type of car has electrical problems often and that this service would be good for me to have. I have been waiting for a resolution, my money back, for over a month. I am now asking that the Revdex.com rectify this problem of lying with this company.Desired Settlement: I want all the money that I spent with this company to be returned to me immediately. I paid for my car problem myself. It was 193.79. I no longer will do business with a company that doesn't stand up to their word.

Business

Response:

All information was retained via recorded calls.After reviewing Customer's complaint, new Customer Service Representative listened to all recorded calls with this Customer. Customer was told the incorrect information. Upon review, management is taking the necessary steps to ensure that no more occurrences like this happen again. A call was place to Customer on 6/12/2015 at 10:50am, Customer Service Rep stated she was aware of the situation and is very sorry for the unsatisfactory service she received and the partial amount due for a full refund will be sent to her today. Confirmed payments made by the customer and partial refund that was received in April and confirmed the additional amount due. Both parties agreed on amount and the check will be mailed out today, 6/12/2015.Thank you,Integrity Protection Group, Customer Service

Four days ago I was called by a representative of Integrity Protection Group who persuaded me to buy an extended warranty for my 2013 vehicle. I was told that the warranty came with a 30 day, 100% money back guarantee. Today I called Integrity Protection Group to notify them that I was trading the car tomorrow for a new car and that I wanted to cancel the warranty. I spoke with two different sales representatives both of whom questioned why I wanted to cancel. The second representative called me a liar. When I asked to speak to a supervisor I was put on hold. I will call my credit card company and dispute the charge. My recommendation is to avoid doing business with this company.

Review: I purchased a pre-owned vehicle recently and since then I have been receiving calls from Integrity Protection Group offering a warranty on my car. Each time I receive the call I verify the company and request that my name and number be removed from their call list. I received the last call today, asked to be removed and the lady said "Sure, have a good day [redacted] They have called a total of 12 times. I am tired of being harassed. I have a list of each time they have called and the number they called from. Thank you for looking into this.

Call List:

10/20/2015 1:52 PM [redacted]

10/20/2015 3:06 PM [redacted]

10/21/2015 3:44 PM [redacted]

10/22/2015 9:48 AM [redacted]

10/23/2015 5:13 PM [redacted]

10/26/2015 3:38 PM [redacted]

10/26/2015 9:41 PM [redacted]

11/03/2015 9:44 AM [redacted]

11/03/2015 2:37 PM [redacted]

11/05/2015 9:53 AM [redacted]

11/10/2015 12:17PM [redacted]

11/10/2015 12:22 PM [redacted]Desired Settlement: I would like to Revdex.com to investigate this, I am sure I am not the only person nationwide that this has happened to. I would like to know the resolution of this matter and a call from the companies headquarters explaining to me why I continue to get called even when I have requested to be removed.

Review: Sales representatives from this company keep calling to harass me to extend the warranty on my car. They threaten that if I do not do so now, the cost to purchase an extended warranty from them later will be higher.

I have repeatedly asked every representative who has called me from this company, to remove me from their solicitation list and to stop calling and harassing me. I am often at work when they call, and these calls interfere with my employment.

Another major concern is that their behavior is suspicious and sales tactics manipulative.

If you seem even vaguely interested in their sales pitch, the sales representative suddenly places you on hold and transfers you to his "supervisor."

The supervisor then proceeds to ask you for confirmation of your various personal information (i.e. car mileage, physical address, etc.)

- The latest call I received was from telephone # [redacted].

- They initially misrepresented themselves and said they were from "Motor Vehicle Services." It was only when I pressed them to provide me with a company website address, that I found out the company's name was actually Integrity Protection Group.

- They told me the company's website address is: www.integrityprotectionusa.com.

Something is very wrong with this company. They are trying to feed off unsuspecting consumers by using manipulative sales tactics.

It also appears they are trying to obtain personal information from their victims, which could be used by them for fraudulent and other criminal purposes.

This company and its employees should be investigated by Revdex.com and the authorities.Desired Settlement: Close this company down.

Business

Response:

On 5/29/2015 Customer was given a courtesy call to see if she would be interested in getting her vehicle back under coverage for extended warranty.The information provided below was retained via recorded call:Customer agreed to speak with our Specialist. Once customer was transferred to our Coverage Specialist she began asking where we obtained her information in which representative stated she may have responded to an ad or mailing source that we sent out. She asked that we provide our website and our representative kindly did so. Shortly after the customer asked what the prices and coverage would be. When representative tried to confirm the customer's information to see what she would qualify for in terms of cost and coverage she asked to be taken off the list and thought we were a scam because we wanted to verify that our information was correct. This information is needed to ensure that the customer would be getting the best possible rates and coverage that are available in her area and also to ensure that if she were to purchase the plan that the policy would be mailed to the correct mailing address.Once the customer stated she wanted to be removed from the list the representative kindly obliged and the call was mutually ended.On 6/11/2015, Customer service added the phone number originally called by our company to our "Do Not Call" list and "Blacklist" for a second time to ensure no more phone calls would be made to her from our company.Please note that Integrity Protection Group is not a scam and we offer the extended coverage for vehicles that are recognized nationwide at any dealership or licensed repair facility of your choice.We do sincerely apologize for any inconvenience or misunderstandings. Thank you,Integrity Protection Group, Customer Service

Review: Upon initial payment for a 3 year contract to Integrity Protection Group I was promised a contract to review. I never received the contract and called back 60 days later to request the contract. On that call I was again promised a contract and at this time was promised both an electronic version in addition to a physical contract. At this point I thought that possibly this company is fraudulent and that they simply took my money. I felt betrayed because each time I called I was promised a contract and yet I never received it. Again I never received a contract. I called two more times over the following three months to request a contract. On the final call on December 15th I requested a full refund because I had zero confidence that this company was real or that they would actually support me if a claim arized. On December 15th I received my first e-mail correspondence with an attached contract which means it was the FIRST time I had an opportunity to review the terms and the contract. I asked for a full refund because as policy states I have 30 days from receipt of the contract to cancel. The company claimed they sent the contract each time I asked yet I have no receipt of e-mail and no physical mail that arrived. I informed the company that they had opportunities to send a contract out with confirmation receipt both for physical mail and for e-mail and that this is something they should have done if a customer repeatedly called requesting a contract. The company failed to take this step and simply verbally said 'we sent it.'. I seriously question if anything was ever sent and I affirm nothing was received.

I am requesting full refund of my $2,900, not a pro-rated refund they are sending.Desired Settlement: A full $2,900 refund instead of the $2472.42 offer they made. I made no claims and never used this service over the six months and since I cancelled within 30 days of receipt of the contract, I should be awarded the full amount.

Review: I got a call to extend my coverage on my vehicles warranty, after telling them I needed some time to think about it. I basically got pressured into getting it. Told me I could cancel at any time of I had any doubts. When I found I would get no use out of the warranty I decided to cancel. I tried calling a back and got no one to answer. When I got an answer I got put on the phone with [redacted] Gibson the supervisor. He did not resolve my issue and basically told me to hold on to the warranty until I no longer needed it. I was still not satisfied, when I called again to cancel I got told that the supervisor was going into a meeting and that he would call me back. I asked to speak to someone else that could help me out and the lady informed me that he was the only one that could help me out. I waited on a call back from [redacted] and received none. A day when by and I called again to cancel, I asked that I wanted to cancel the warranty because I had no use out it. He insisted on me telling him why I specifically wanted to get it canceled. I told him I just wanted it to get it canceled. It got to a point to where he was getting aggravated because I wouldn't give him specific reason and I was not going to take it. I asked to speak to his supervisor and I got no help out of him. I stayed on the phone with him and told him that I wanted to get it canceled. He said that I made a huge mistake and would end up regretting it and that I would be receiving a check in the mail in about 6 weeks. I was furious that I just didn't want to deal with him anymore. I must say I'm not even wanting to call back to check on the status of my case. Ridiculous customer service.Desired Settlement: Full refund on my money and a letter from the company on how the plan to fix the behavior of their employee.

Review: On 20NOV14 I was contacted by the Integrity Protection Group. They were offering me an extended warranty for my vehicle. They went on to say that it would be their only offer to me, and if I wanted the warranty I had to do right now. I reluctantly agreed, however they assured me that if were to change my mind in the first 30 days I would get a 100% refund.After receiving the policy booklet and reading the find print, I decided that I did not want the extra coverage. I called Integrity on 3DEC14 asking to cancel my policy. They instructed me to mail in the info sheet out of policy book with "Canceled" on it and they would refund my money in 5-10 business days from the time of receipt. 23DEC14 I called Integrity again to see if they had received my cancellation and wondering if I would ever see my money before Christmas. I was told that they had received my letter on 5DEC14 and that they had up to 30 days to issue a refund. 31DEC14 I called once again, this time wondering if I would ever see my money again. I was told that there was no way for them to know when I would get my money, that I would probably get it before their "System" would update and they could tell me. 5Jan15 (the 30th day) I called again asking for my refund, this time being told that this is customer service problem. Going on to say they would have to take my number down and have customer service call me back. 6JAN15 I call asking why customer service never called back, they assured me that I was #4 in line for customer service to call me back today.After their business hours closed, and having no one call me back I decided to file a complaint here. I feel as if they are deliberately dragging their feet with me, meanwhile my money sits there as they collect interest on it.Desired Settlement: I just want my money back and nothing more to do with this company.

Business

Response:

All information below was retained via recorded calls:On 11/20/2014 Customer purchased extended coverage for vehicle, after receiving contract in the mail the customer decided this was not for him.On 12/03/2014 Customer spoke to Customer Service Receptionist who said a Customer Service Rep would call him back.On 12/22/2014 After receiving a message from Customer, Customer Service Rep returned call and he was checking on the status of his refund check. Customer Service let him know we received his letter of cancellation on Dec 5, 2014 and notified him that the Admin has 30 days to sign off on cancellation before issuing the refund check. She made customer aware that this process is also stated in his policy. Customer wanted to know why we didn't notify him we received his LOC and CS Rep stated that's not protocol. Customer wanted his check by Christmas. Customer Service stated even if the check was sent out that day, the likelihood of receiving was not probable. Customer wanted to know if we were refunding by check or crediting card and Customer Service stated we issue a check as that is our standard method of refund. Customer Service confirmed mailing address and Customer stated he will wait for the check.Customer called back on Dec 31,2014 inquiring about refund and his call was returned, she explained what the previous Customer Service rep told him on the 22nd of December as well as his check will arrive before our systems update with the refund information.On January 5, 2015 Customer spoke to Customer Service receptionist who stated a Customer Service rep would return his call when available which would be the next business day.on January 6th 2015 customer called in and spoke to Receptionist again who told him he was 4th in line to be called back. Customer never received a call back (reason unknown).On January 12th customer called back checking on status of refund, customer service explained again the 30 day process and that his check is on the way.Refund check was mailed on 1/9/2015, 4 days after 30 day review of cancellation which is standard. Customer deposited full refund check on 1/23/2015, check # [redacted].We do apologize that the time frame for the refund was not acceptable to our customer however this is standard procedure. We were not intentionally holding off on his refund. Please refer to policy booklet for all refund and cancellation procedures.Thank you,Integrity Protection Group, Customer Service

Our company refused to facilitate the high pressure tactics and fraud presented to customers purchasing car warranties/service contracts through Integrity Protection Group.

When confronted about their fraudulent practices and the FCC, FTC & VPA violations, the owner stated, "my reps are doing anything necessary to get deals on the books and you will back them or else". We chose the "or else".

Then, in order to get out of paying their final invoice, the owner, "[redacted], made false accusations and blatant lies to and about our company, employees, customers and other industry professionals.

Integrity Protection Group refuses to pay their past due invoice dated June 10, 2015, now in the amount of $29,877.

This company sells policies under various names including Integrity Protection Group in California and Greenlight Auto Protection in St. Charles, Missouri.

Review: [redacted], the Protection Specialist, made fraudulent material misrepresentations to induce me to enter into a contract for a car warranty. He initially told me that my original factory warranty had expired. I explained that I believed my warranty was still effect, to which he told me that, in fact, the warranty was about to expire in January of 2015. I was hesitant but he assured me, over and over again, that I could cancel within thirty days, and receive a full refund. Based on his fraudulent misrepresentation, I purchased the warranty on December 27, 2014, for $2485.00. I subsequently learned that the factory warranty had not expired. The factory warranty was in full effect for another 15 plus months. I called several times to cancel the contract and get a full refund. No one returns my calls.Desired Settlement: Refund of $2485.00

Business

Response:

January 22, 2014Revdex.com4747 Viewridge Ave #200San Diego, CA 92123-1688Attn: [redacted]RE: [redacted]2015-02-09 00:10:29 (GMT) [redacted] From: Integrity Protection GroupDecember 26, 201, on a recorded call, [redacted] was asked if she would be interested in hearingabout vehicle service coverage for her vehicle. She stated she was and was transferred to supervisor todiscuss coverage available on her 2010 Kia Forte.At no time during this 18 minute 58 second call did [redacted] tell the supervisor that she believedshe had coverage. However. after discussing the coverage, price, waiting period to file a claim and$100 deductible, the 30 day review period and pro-rated refund if cancelled after 30 days. Ms.[redacted] asked if she would be able to get her rear defrost fixed under this policy. The supervisorasked [redacted] when she purchased her Kia, she stated in the winter of2010.The supervisor told her that she should still have existing coverage thru the manufacturer if she wantedto get that fixed (the rear defrost). He explained that she would have manufacturer's coverage to theanniversary of her vehicle purchase date. To which she replied. "And this is for 5 years?" Thesupervisor told her yes and again went over review period. [redacted], said, "For 5 more years,okay, alright, alright, fine .[redacted] said the phone number on file is her only number and did provide her email to add to thefile. She went to her car and gave exact vehicle mileage. The supervisor again verified contact andvehicle infom1ation, went over policy coverage, policy coverage tem1s, deductible, how to file a claimand the waiting period, the 30 day fully refundable review period - after which the policy istransferrable or pro-rate refundable based on coverage that was; provided less any cancel fees that mightapply. He asked that she keep up her scheduled maintenance. He went over the purchase price to beprocessed today and asked if she authorized the one-time charge today, on the card she provided. Shestated she did. He processed the payment and gave [redacted] the Transaction ID for the payment.He described what the policy booklet looks like when it arrives. He gave her the phone number tocustomer service and asked if she had any questions. She stated she did not.Page 2RE: [redacted] ..[redacted]Per the call log (which registers all incoming & outgoing calls and length of calls by seconds) therewere 3 calls associated with [redacted]'s phone number:INBOUND LOG RESULTS: 31) December 26.. 2014 09:29:39 pst the sales call that was transferred to the supervisor from the repthat contacted [redacted]:2) January 16, 2015 11 :11:50 pst [redacted] was on hold 45 seconds, she did not leave a voicemail.3) January 16, 2015 11 :17:46 pst [redacted] was on hold 45 seconds, she did not leave a voicemail.Per United States postal tracking, [redacted]'s policy was delivered January 03, 2015.The policy includes all policy tenns .. including cancellation, which is titled in bold: F. CancellationProvisions. [redacted] was provided all infonnation to cancel her policy at any time. Uponreaching the voicemaiL had she left a message, customer service would have been able to return thecalls and assist her.On receipt of this complaint in which the customer stated she wished to cancel, [redacted]'s policywas cancelled and per the 30 day fully refundable review period 100% of her purchase price is in theprocess of being issued and mailed to address she provided.Thank You[redacted]

Review: On 1/29/15 I attempted to call this business to cancel my extended warranty on my vehicle which I have now paid off. I have not used their services and just wanted to be able to speak with a live person to cancel the policy. I attempted to call twice on Thursday 1/29/15, once in the morning before the company opened and left a message. When I did not receive a call back during the day I called again in the afternoon. I FIGURED I would finally get a call back on friday so when I did not I called again during buisness hours 3:13 pm my time zone...they operate on central time...so the buisness was open anf was never able to talk to a person so I again left another message. The company is shut sat and sun so on Monday 2/2/15 I called again in the morning and had to leave a message. At this point I was already unsatisfied with the customer service and notified by message that I had stopped credit card payment and that I could never get a hold of anyone at the company to speak about cancellation. FINALLY at about 10:30 my time I receive a call back from [redacted] a customer service manager. I Did become rude after the customer service lady became nasty with me when I simply asked for assistance in cancelling my policy. She told me I wad unable to reach anyone because I had called when they were shut and that I called on Saturday. I Never called on saturday and it should not matter if I called during business hours or not I should have received a call back later on Thursday or even sometime on friday. I SHOULD NOT HAVE HAD TO CALL 4 times to finally speak to a customer service rep. During the call the woman disrespected me more than I had ever been disrespected in my life. She belittled me as if I were a child stating well do you want me to READ you the cancellation policy can you not understand it , most customers do not even call in to cancel their policy. When I asked to then speak to a supervisor she stated she wad the customer service manager and would not forward me toDesired Settlement: The supervisor. I told her do not worry about cancelling the policy then because I had stopped payment because that was the only way I could get anyone to call me back. She then did not allow me to speak and hung up on me. I FIND IT HARD TO BELIEVE I could not cancel my policy over the phone. I did call back again after being hung up on and left again another message because your calls are never answered and asked to have that message forwarded so I could speak to the GM or a higher supervisor to discuss [redacted]s behavior. I NEVER have received a call back. I FIND IT COMPLETELY UNACCEPTABLE behavior that a service manager no matter how mad the customer is to speak to a customer in the manner she had. I am a RN for a living and everyday my patients are rude and disrespectful but if I ever spoke to them in the manner she spoke to me in I would be fired. SOME SORT OF ACTION NEEDS TAKEN AGAINST the customer service at this company.

Business

Response:

First and Foremost, We would like to apologize for the lack of customer service provided to our customer as our customers are very important to us The cancellation process is stated in your policy booklet. Cancellation of policy unfortunately is not able to be done over the phone as we need written consent in order to cancel any policy purchased. We would like to inform you that the entire customer service department has since been terminated and we have a new customer service department as of June 2015.Again, we apologize for the unacceptable level of customer service you received and for any inconvenience this may have caused you.Thank you,Integrity Protection Group, Customer Service

Review: Received a call February 20th, 2015. A guy acted as if he was the manufacturer dealership of my car and told me my warranty is up and I have one last chance to buy an extended warranty. I asked if I could call back, he says this phone call is my last chance. I talk to him for 30 mins and was very hesitant about agreeing or signing up. He eventually convinced me on a monthly plan. I also was supposed to receive in the mail, the service agreement with all the details of the plan. Today is March 20th, 2015 (28 days) I never received it.

He said I had 30 DAYS TO CANCEL FOR A FULL REFUND.

Now today march 20th, 2015, I call the number on there website and they say I can't cancel, "this is the activation depart of Integrity Protection Group. Customer service is the only way to cancel your policy". its 6pm right now, customer service closes 4pm central (5pm my time).

The guy also says to cancel, YOU MUST FAX CANCEL ON POLICY RECEIVED IN MAIL WITH ODOMETER READING TO CUSTOMER SERVICE. How can I cancel if I never received the policy plan in the mail? 30 days for me is Sunday, March 22nd, 2015. I want my full refund and will be unable to contact customer service and or send policy back with cancel that never came in mail.

I asked for a tracking # on the mail with policy and they are unable to provide for me. Customer service is the only ones with that information and they are closed.Desired Settlement: I want a full refund which I was guaranteed 30 days and it is completely impossible.

Business

Response:

On 3/20/2015 Customer called in and spoke to Coverage Specialist who advised him to call Customer Service and provided the phone number in order to cancel the policy that was purchased February 20, 2015. At the time of the phone call Customer Service was already closed. Customer called back and spoke to another Coverage Specialist who advised him of the cancellation policy and to send in the first page of the policy with "cancel" written on it as well as an odometer reading for his vehicle. Customer stated he did not receive policy and Specialist told him that it shows his policy was delivered. Customer asked if he could provide the mailing address for the cancel and he told the customer he did not have that information made available to him as that was a customer service issue. Specialist advised Customer to call customer service back and leave a message and that they would return his call in the order it was received.

Review: This company advertises a satisfaction guarantee in which I can receive a refund if I don't want or am not satisfied with the service. I have attempted numerous times to cancel this service contract, within the 30 day cancellation period and have been unsuccessful. I believe I was given a bogus address to submit my cancellation request as well. There are at least 4 different numbers that I have attempted to contact to have this issue addressed and resolved to no avail. At this point, I believe that this company just hustles people and makes false claims that they have no intention of honoring which is unscrupulous business practice and fraudulent. If I am unable to receive a full refund as I have been guaranteed, I will have no choice but to pursue legal action in small claims court for the $395 that they have collected. I have received no services under this contract.Desired Settlement: I want my money returned to me as guaranteed by the 30-day cancellation clause, and suspension of any automatic payments. I wish to completely cancel the service contract.

Business

Response:

Customer Service Rep. [redacted] listened to the phone call from Mr. [redacted] and did not hear any of the comments he stated in his complaint. All of our calls are recorded for training purposes and instances such as this. Ms. [redacted] did call him back on 2/19/16 and told him he would be getting a full refund. Please see attached copy of check # [redacted] in the amount of $395.00 that went out to Mr. [redacted].

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Review: I spoke to an agent who called me about purchasing an extended warranty for my vehicle. I signed up for the service and was told there is a 30 fully refundable cancellation policy. After hanging up and discussing the service with co-workers I decided to cancel the policy, less than 10 minutes after the call. When I called back I got an agent named [redacted]. He continued to question why I was calling back to cancel. He told me there would be a cancellation fee. I told him that I was advised I have 30 days to cancel and get all my money back. He said we will see. I told him I simply changed my mind. He continued to question me asking who I talked to, what would I do if I break do and have no warranty, what do I do for a living., etc. I told him none of that matters and I just want to cancel the policy I just signed up for. He kept giving me a very hard time telling me that they have never had a customer call in and change their mind the same day and want to cancel. I asked for a manager and he stated he was actually the customer service manager. I started getting upset and agitated. He said he was putting me on hold and I could consider that a "time out". When he came back he said it was taken care of. When I asked him his name, he rudely said, "My name is still [redacted] and I am still the Customer Service Manager."Desired Settlement: I would like to speak to someone about the poor customer service and the extremely hard time I was getting when I was simply trying to cancel a service contract that I singed up for only 10 minutes prior.

Business

Response:

Hello, We have received a complaint from this customer for poor customer service. Customers' request was to talk to someone at Integrity about the poor customer service she received. We have addressed the issue with the Rep that gave the consumer a hard time and we have tried to contact the customer via phone and email to apologize and to let her know that we have addressed the situation. We have yet to receive a call back or response by email. We would like to apologize for her frustration and inconvenience.Sent on: 1/19/2016 10:26:24 AMSent by: [redacted]

This company is fraudulent and bullies consumers into purchasing their products. When I called to cancel, I was verbally harassed and the customer service representative ([redacted]) raised his voice at me and told me, "I hope I get a promotion" after I asked to speak with his supervisor. Never in my life has customer service been so poor, and based on complaints filed with the Revdex.com, their company is shoddy and offers poor services to scam people out of their money. If you happen to get a call from them, don't bother picking up the phone.