Dear Ms [redacted] ,We are in receipt of your additional correspondence from Mr [redacted] The refund in question was processed as soon as possible and we issued a check to [redacted] on August 31, It should be received and processed by Mr [redacted] 's lienholder very soon if not already We are not sure of the mail time from Kansas City, Missouri to [redacted] ***, California but would guess at least days Below is a print screen showing the amount of the check, the check number, and issue date Please let us know if you should have any additional questions regarding the matterSincerely,Gerald LambMPP Co., Inc
Dear [redacted] ***,After receiving Mr***'s response to our explanation, we contacted him personally by telephone on March 14, In Mr***'s complaint, he requested 100% of the purchase price paid for his vehicle service agreement returned to him Mr [redacted] paid $for his vehicle service agreement During the investigation of the reported failure, we paid out $for a tow and independent inspector As a matter of customer satisfaction, we offered to reimburse Mr [redacted] the full refund of $less the expenses paid for a total refund of $in lieu of the pro-rated refund as disclosed in his vehicle service agreement Mr [redacted] advised he would discuss with is wife and would let us know as soon as possible We advised him that as soon as we heard back in agreement, we would issue the refund check and overnight it to his lienholder of record Mr [redacted] contacted us by email on March 15, advising he is declining our offer and would option to pursue the matter through other avenues Unfortunately, we were unable to satisfy Mr [redacted] even though we offered to fulfill his demand in the complaint Please let us know if you should have any further questions regarding the matter.Sincerely, [redacted] ***MPP Co., Inc
May 13, [redacted] The Revdex.com Re: ID# [redacted] , [redacted] Dear [redacted] , We are in receipt of your letter dated May 1, regarding the above referenced customerIn reviewing our records, we find the following informationOn or about September 13, 2014, Ms [redacted] purchased a vehicle from [redacted] in Evansville, IndianaAt the time of vehicle purchase, she also opted to purchase GAP Debt Waiver coverage in conjunction with her retail installment sales contractSubject to specific terms and conditions, GAP Debt Waiver coverage agrees to waive all or part of any difference between the actual cash value paid by an auto insurance carrier and the customer’s outstanding loan balance due to a total loss of the vehicleOn March 12, 2015, Ms [redacted] contacted our office by telephone and advised that her vehicle was involved in an accidentShe advised that the insurance company has not determined if it is a total loss yet or not and she was advised to let us know once that was determinedMs [redacted] contacted our office again on March 23, to advise us that her insurance company has indeed determined her vehicle was a total lossWe instructed Ms [redacted] of the procedures to file a claim and the documents that would be needed to do soWe also sent a letter to her describing the sameThroughout the claim process, some documents were received while some were notSome documents that were received were not legible copiesWe communicated with Ms [redacted] and her auto insurance carrier of the documents still requiredOn April 30, 2015, we finally received the final documents to review the claim in its entiretyUpon reviewing the information received, it appeared that the vehicle in question was used for commercial purposesUnfortunately, the GAP Debt Waiver Agreement excludes vehicles that were used for commercial purposesOn May 1, we advised Ms [redacted] that the vehicle appeared to be used commercially and we explained the exclusionsMs [redacted] admitted that the vehicle was for her business, [redacted] ***We requested pictures of the vehicle from her and her auto insurance carrier and she advised she would have them sent overAfter a couple of days of not receiving the requested pictures, it was decided to not delay the outcome any longer based on information received and Ms***’s admittance of the commercial use of the vehicle, we denied any payable benefits based on the commercial vehicle exclusion in her contractWe forwarded a letter to Ms [redacted] detailing our position While we certainly sympathize with Ms***’s situation, unfortunately, commercial vehicles are not covered under the GAP Debt Waiver Agreements We hope our response clarifies the matter regarding Ms***’s complaintPlease let us know if any additional information is requested Sincerely, [redacted] MPP Co., Inc
Hello - I want to start off by apologizing for the poor experience our customer had while trying to cancel one of our productsDue to an outage over the weekend, the website hosting our Smart Cancellation Form was downWe resolved the issue on Monday this weekThe customer was contacted yesterday afternoon and the issue was resolved to our customer's satisfactionThe cancellation request was received and processed right awayPlease let us know if you have additional questions/concernsRegards, [redacted] ***
We are in receipt of your letter dated February 24, regarding the above referenced customer and ID# In reviewing our records we find the following information On or about October 3, 2012, Ms [redacted] purchased a Chevrolet Impala At the time of purchase, she also opted to purchase a preowned vehicle service agreement from our company On February 16, 2015, our office was contacted by a repair facility stating the vehicle was hard to start and the starter was not working properly The repair facility also advised that the battery cables appear to have been modified from their original factory specifications and that they are drawing a high resistance and need to be replaced Unfortunately, the battery cables are not covered under the vehicle service agreement but appears to possibly be the true cause of the no-start problem We assigned an independent inspector to inspect the cause and extent of the reported failure Upon inspection of the vehicle, the inspector verified that the battery cable ends were cut off and replaced with aftermarket connections The inspector started the vehicle times while there and without any noted starter problems It was determined and agreed with the repair facility that the customer would need to replace the battery cables before they could adequately verify if the starter had any additional issues The customer refused to replace the battery cables and continued to insist that the starter was the only problem and wanted it replaced After multiple times explaining that the battery cables needed to be replaced before anything else could be determined, she became upset and requested another inspector be assigned to review the failure While it didn’t seem necessary for another inspector to be assigned, we reluctantly did so for customer satisfaction Another inspector was assigned to review the cause and extent of the failure When the inspector arrived, Ms [redacted] was there and wanted to record the entire inspection process The inspector performed an electrical draw test and found the starter to be within specifications per the manufacturer and started the vehicle successfully multiple times The customer then attempted to start the vehicle and was successful over times without any failures Regardless of what the inspector saw, demonstrated and documented, the customer continues to insist that she has a bad starter and wants it replaced Having found no failure of the covered part, we advised the customer that there is no covered repair at this time While we have documented on multiple occasions that the starter has not failed, after receiving your letter we re-contacted the customer and advised her that we would pay to replace it at this time However, we do not believe it will correct her starting problems that she may have experienced and that she will continue to have problems due to the aftermarket battery cable connectors She advised that she has pulled her vehicle from the repair facility and does not know if she will have the replacement performed At this time we are waiting on further response from the customer We hope that our response satisfies your and the customer’s concerns Please let us know if you should have any questions Sincerely, [redacted] MPP Co., Inc
March 4, [redacted] Better Business Bureau Re: [redacted] ID# [redacted] Dear Ms***: We are in receipt of your letter dated February 24, regarding the above referenced customer and ID In researching our records, we find that on or around March 25, 2015, Mr [redacted] purchased a Volvo At the time of vehicle purchase, he also opted to purchase a Preowned Silver vehicle service agreement from our company The plan purchased was for a term of months or 24,miles, whichever occurred first Subject to terms and conditions, the plan agrees to cover specifically named components should they fail during the term of the agreement On February 16, 2016, we received a telephone call from [redacted] stating the vehicle was towed in and had “jumped time” He advised that the nut that goes on the end of the crankshaft was missing This allowed the balancer and pulley to move and the timing belt to slip Unfortunately, a missing bolt is not a covered part nor covered mechanical failure under Mr***’s plan The plan covers several components but it is a preowned vehicle plan and subject to failures on specific covered components only As far as the timing belt itself, it has not failed The repair facility is only recommending its replacement because the vehicle has close to 100,miles on it and has never been replaced on the vehicle previously Generally, timings belts are recommended to be replaced anywhere from 80,to 100,miles by the vehicle manufacturer While we sympathize with Mr***’s situation, unfortunately a missing bolt is not a covered failure under his plan We hope our response satisfies your concerns Please let us know if we can provide any further information or if you have any questions Sincerely, [redacted] E [redacted] MPP Co.;
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me As previously indicated by MPP, they have reached out to me via phone and emailed me a copy of the check that was issued by Grapevine DodgeI appreciate the prompt and kind response from MPP in regard to this matterAlso, I appreciate that MPP recognized the frustration that customers may have regarding their internal procedures and hope they will change the practice so future customers do not have to experience the same frustrations I have experienced, from their business clients, such as, Grapevine Dodge Respectfully [redacted] ***
May 27, Revdex.com Ward Parkway, Suite Kansas City, MO RE: [redacted] [redacted] Contract # [redacted] ID [redacted] To Whom It May Concern: We are in receipt of Mr***’s complaint regarding his cancellation refunds on his MPP Service Agreement (Club Plus) Coverage, OnGard Coverage and offer the following response We received a written request to cancel “all warranties purchased” from Mr [redacted] on 5/1/ The request was processed and in accordance with our contract with Mr***, the refund was forwarded to his lienholder of record Mr [redacted] contacted our office on 5/11/and advised us that Capital One was no longer his lienholder of record as he had refinanced the loan so the refund should have been forwarded directly to him We advised him if he could forward a copy of his lien release then we could place a stop payment on the refunds sent and re-direct them to him After further research, we located a lien release previously received from Mr [redacted] when he cancelled his GAP Debt Waiver Addendum at the time of refinancing the loan We placed a stop payment on the refunds previously sent to Capital One and overnighted the refunds directly to Mr [redacted] on 5/19/ We hope we have satisfactorily addressed Mr***’s complaint and please feel free to contact our office if we can be of any further assistance Sincerely, [redacted] Customer Service & Operations Manager MPP CoInc ###-###-#### Direct [redacted] @mpp.com
Dear Ms [redacted] ,We are in receipt of your additional correspondence from Mr [redacted] The refund in question was processed as soon as possible and we issued a check to [redacted] on August 31, It should be received and processed by Mr [redacted] 's lienholder very soon if not already We are not sure of the mail time from Kansas City, Missouri to [redacted] ***, California but would guess at least days Below is a print screen showing the amount of the check, the check number, and issue date Please let us know if you should have any additional questions regarding the matterSincerely,Gerald LambMPP Co., Inc
Dear [redacted] ***,After receiving Mr***'s response to our explanation, we contacted him personally by telephone on March 14, In Mr***'s complaint, he requested 100% of the purchase price paid for his vehicle service agreement returned to him Mr [redacted] paid $for his vehicle service agreement During the investigation of the reported failure, we paid out $for a tow and independent inspector As a matter of customer satisfaction, we offered to reimburse Mr [redacted] the full refund of $less the expenses paid for a total refund of $in lieu of the pro-rated refund as disclosed in his vehicle service agreement Mr [redacted] advised he would discuss with is wife and would let us know as soon as possible We advised him that as soon as we heard back in agreement, we would issue the refund check and overnight it to his lienholder of record Mr [redacted] contacted us by email on March 15, advising he is declining our offer and would option to pursue the matter through other avenues Unfortunately, we were unable to satisfy Mr [redacted] even though we offered to fulfill his demand in the complaint Please let us know if you should have any further questions regarding the matter.Sincerely, [redacted] ***MPP Co., Inc
May 13, [redacted] The Revdex.com Re: ID# [redacted] , [redacted] Dear [redacted] , We are in receipt of your letter dated May 1, regarding the above referenced customerIn reviewing our records, we find the following informationOn or about September 13, 2014, Ms [redacted] purchased a vehicle from [redacted] in Evansville, IndianaAt the time of vehicle purchase, she also opted to purchase GAP Debt Waiver coverage in conjunction with her retail installment sales contractSubject to specific terms and conditions, GAP Debt Waiver coverage agrees to waive all or part of any difference between the actual cash value paid by an auto insurance carrier and the customer’s outstanding loan balance due to a total loss of the vehicleOn March 12, 2015, Ms [redacted] contacted our office by telephone and advised that her vehicle was involved in an accidentShe advised that the insurance company has not determined if it is a total loss yet or not and she was advised to let us know once that was determinedMs [redacted] contacted our office again on March 23, to advise us that her insurance company has indeed determined her vehicle was a total lossWe instructed Ms [redacted] of the procedures to file a claim and the documents that would be needed to do soWe also sent a letter to her describing the sameThroughout the claim process, some documents were received while some were notSome documents that were received were not legible copiesWe communicated with Ms [redacted] and her auto insurance carrier of the documents still requiredOn April 30, 2015, we finally received the final documents to review the claim in its entiretyUpon reviewing the information received, it appeared that the vehicle in question was used for commercial purposesUnfortunately, the GAP Debt Waiver Agreement excludes vehicles that were used for commercial purposesOn May 1, we advised Ms [redacted] that the vehicle appeared to be used commercially and we explained the exclusionsMs [redacted] admitted that the vehicle was for her business, [redacted] ***We requested pictures of the vehicle from her and her auto insurance carrier and she advised she would have them sent overAfter a couple of days of not receiving the requested pictures, it was decided to not delay the outcome any longer based on information received and Ms***’s admittance of the commercial use of the vehicle, we denied any payable benefits based on the commercial vehicle exclusion in her contractWe forwarded a letter to Ms [redacted] detailing our position While we certainly sympathize with Ms***’s situation, unfortunately, commercial vehicles are not covered under the GAP Debt Waiver Agreements We hope our response clarifies the matter regarding Ms***’s complaintPlease let us know if any additional information is requested Sincerely, [redacted] MPP Co., Inc
Hello - I want to start off by apologizing for the poor experience our customer had while trying to cancel one of our productsDue to an outage over the weekend, the website hosting our Smart Cancellation Form was downWe resolved the issue on Monday this weekThe customer was contacted yesterday afternoon and the issue was resolved to our customer's satisfactionThe cancellation request was received and processed right awayPlease let us know if you have additional questions/concernsRegards, [redacted] ***
We are in receipt of your letter dated February 24, regarding the above referenced customer and ID# In reviewing our records we find the following information On or about October 3, 2012, Ms [redacted] purchased a Chevrolet Impala At the time of purchase, she also opted to purchase a preowned vehicle service agreement from our company On February 16, 2015, our office was contacted by a repair facility stating the vehicle was hard to start and the starter was not working properly The repair facility also advised that the battery cables appear to have been modified from their original factory specifications and that they are drawing a high resistance and need to be replaced Unfortunately, the battery cables are not covered under the vehicle service agreement but appears to possibly be the true cause of the no-start problem We assigned an independent inspector to inspect the cause and extent of the reported failure Upon inspection of the vehicle, the inspector verified that the battery cable ends were cut off and replaced with aftermarket connections The inspector started the vehicle times while there and without any noted starter problems It was determined and agreed with the repair facility that the customer would need to replace the battery cables before they could adequately verify if the starter had any additional issues The customer refused to replace the battery cables and continued to insist that the starter was the only problem and wanted it replaced After multiple times explaining that the battery cables needed to be replaced before anything else could be determined, she became upset and requested another inspector be assigned to review the failure While it didn’t seem necessary for another inspector to be assigned, we reluctantly did so for customer satisfaction Another inspector was assigned to review the cause and extent of the failure When the inspector arrived, Ms [redacted] was there and wanted to record the entire inspection process The inspector performed an electrical draw test and found the starter to be within specifications per the manufacturer and started the vehicle successfully multiple times The customer then attempted to start the vehicle and was successful over times without any failures Regardless of what the inspector saw, demonstrated and documented, the customer continues to insist that she has a bad starter and wants it replaced Having found no failure of the covered part, we advised the customer that there is no covered repair at this time While we have documented on multiple occasions that the starter has not failed, after receiving your letter we re-contacted the customer and advised her that we would pay to replace it at this time However, we do not believe it will correct her starting problems that she may have experienced and that she will continue to have problems due to the aftermarket battery cable connectors She advised that she has pulled her vehicle from the repair facility and does not know if she will have the replacement performed At this time we are waiting on further response from the customer We hope that our response satisfies your and the customer’s concerns Please let us know if you should have any questions Sincerely, [redacted] MPP Co., Inc
March 4, [redacted] Better Business Bureau Re: [redacted] ID# [redacted] Dear Ms***: We are in receipt of your letter dated February 24, regarding the above referenced customer and ID In researching our records, we find that on or around March 25, 2015, Mr [redacted] purchased a Volvo At the time of vehicle purchase, he also opted to purchase a Preowned Silver vehicle service agreement from our company The plan purchased was for a term of months or 24,miles, whichever occurred first Subject to terms and conditions, the plan agrees to cover specifically named components should they fail during the term of the agreement On February 16, 2016, we received a telephone call from [redacted] stating the vehicle was towed in and had “jumped time” He advised that the nut that goes on the end of the crankshaft was missing This allowed the balancer and pulley to move and the timing belt to slip Unfortunately, a missing bolt is not a covered part nor covered mechanical failure under Mr***’s plan The plan covers several components but it is a preowned vehicle plan and subject to failures on specific covered components only As far as the timing belt itself, it has not failed The repair facility is only recommending its replacement because the vehicle has close to 100,miles on it and has never been replaced on the vehicle previously Generally, timings belts are recommended to be replaced anywhere from 80,to 100,miles by the vehicle manufacturer While we sympathize with Mr***’s situation, unfortunately a missing bolt is not a covered failure under his plan We hope our response satisfies your concerns Please let us know if we can provide any further information or if you have any questions Sincerely, [redacted] E [redacted] MPP Co.;
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me As previously indicated by MPP, they have reached out to me via phone and emailed me a copy of the check that was issued by Grapevine DodgeI appreciate the prompt and kind response from MPP in regard to this matterAlso, I appreciate that MPP recognized the frustration that customers may have regarding their internal procedures and hope they will change the practice so future customers do not have to experience the same frustrations I have experienced, from their business clients, such as, Grapevine Dodge Respectfully [redacted] ***
May 27, Revdex.com Ward Parkway, Suite Kansas City, MO RE: [redacted] [redacted] Contract # [redacted] ID [redacted] To Whom It May Concern: We are in receipt of Mr***’s complaint regarding his cancellation refunds on his MPP Service Agreement (Club Plus) Coverage, OnGard Coverage and offer the following response We received a written request to cancel “all warranties purchased” from Mr [redacted] on 5/1/ The request was processed and in accordance with our contract with Mr***, the refund was forwarded to his lienholder of record Mr [redacted] contacted our office on 5/11/and advised us that Capital One was no longer his lienholder of record as he had refinanced the loan so the refund should have been forwarded directly to him We advised him if he could forward a copy of his lien release then we could place a stop payment on the refunds sent and re-direct them to him After further research, we located a lien release previously received from Mr [redacted] when he cancelled his GAP Debt Waiver Addendum at the time of refinancing the loan We placed a stop payment on the refunds previously sent to Capital One and overnighted the refunds directly to Mr [redacted] on 5/19/ We hope we have satisfactorily addressed Mr***’s complaint and please feel free to contact our office if we can be of any further assistance Sincerely, [redacted] Customer Service & Operations Manager MPP CoInc ###-###-#### Direct [redacted] @mpp.com