National Car Care Center

Please accept my sincere apologies for the delay in the processing of this refundIt was not brought to my attention until nowI immediately responded and refunded the customer's accountSomeone simply did not relay all the details to the proper departmentPlease accept my apology for that oversightSee below I have noted the refund transaction details.Transaction: ApprovedProcessed by CMS Date 8/1/Transaction Id [redacted] Amount 2777.00Please save or print this screen to retain a record of your transaction [redacted] Transaction: ApprovedProcessed by CMS Date 8/1/Transaction Id [redacted] Amount 2777.00Please save or print this screen to retain a record of your transaction

Please accept my sincere apologies for the delay in the processing of this refundIt was not brought to my attention until now I immediately responded and refunded the customer's accountSomeone simply did not relay all the details to the proper department Please accept my apology for that oversightSee below I have noted the refund transaction detailsTransaction: ApprovedProcessed by CMS Date 8/1/Transaction Id [redacted] Amount Please save or print this screen to retain a record of your transaction [redacted] Transaction: ApprovedProcessed by CMS Date 8/1/Transaction Id [redacted] Amount Please save or print this screen to retain a record of your transaction

It took a little time to investigate this refund delayHowever, this customer has been refunded the pro-rated amount that ended up to be more than what she was requestingWe try hard to evaluate every situation before acting on it and in this case I am glad that we were able to do the honest thing and issue the refund that was dueRefund receipt attached Billing

This customer purchased the policy on 2/22/He authorized the down payment of $and monthly payments of $We have voice verification of the purchase and this customer clearly with no hesitation agreed to the amounts listed On 2/29/this customer called to cancel because he said that he did not authorize the amount of $Customer service explained to the customer in detail the cancel procedures and informed him we do have the voice verification of him authorizing the paymentAt that point the customer said he will review the policy when it gets to him and make a decision at that pointThis customer's policy booklet was delivered to him on 3/3/We have USPS tracking information2/29/ContCustomer Service had Quality Control pull the call and he in fact did authorize the charges 3/7/I rec'd a charge back from CMS (Our payment processing company)I pulled the customer's file and noticed that he never sent in cancel paper workWe have cancellation procedures that we have to follow with the administratorsWe require a written notice of cancellation and that is to release liability from our company and the administrators3/7/the same date I rec'd the charge back notice, I sent in for a dispute of the charge back because we never received the cancel paperworkThe cancellation procedures are outlined in the policy booklet and they are very easy to understandThe customer has said that he reviewed the policy 3/8/we rec'd cancellation paperwork from the customerWe could not refund the customer dorectly on that date because he had already initiated the charge backThere is a process when dealing with charge backs 3/9/I sent in a notice to the payment plan provider (CMS) to accept that charge back because the customer had sent in cancel paperwork 4/29/I rec'd this Revdex.com complaintI called CMS and spoke with [redacted] and she stated that they were waiting for a response from the customer's bank so that they can make the final decisionThe customer's bank has days to send a response and until this day they have not heard back from the bankShe said that because this was a dispute that turned out in our favor the money had been returned to our account and it will remain there until the dispute process is over and they make there final decision Due to the fact that I haven't heard back from the customer or CMS I had no idea the customer was not refunded until I rec'd this complaintI figured that on 3/8/when I sent the request to CMS to accept the charge back I thought the money would have been automatically taken out of our account and placed back in the customer's accountI called CMS and was informed of the charge back procedures, waiting periods and responses needed from all partiesDue to the seriousness of this complaint I went ahead and refunded the customer's account in hopes that he is not refunded twice, once from us and once from CMS This complaint should be rectified now that the customer has been refundedThe reason for the delay was because of the whole charge back processIt was out of out hands once the charge back was initiated As far as the complaint about the reviews on our company that is wrongWe never were a different companyWe have been in business only months and we have not ever had a company with another nameWe are the National Car Care Center, IncWe are not affiliated nor have been affiliated with no other company what so everThere is another National Car Care Center in Little Ferry, NJ but we have no ties with this companyI haven't been able to locate any reviews for our company on google at all, so I'm not sure where the customer got his information We are a new small company with integrity and we are doing our very best to maintain a good reputation and to provide the very best service to our customer's so that we can get referrals and gain my customersWe are not thinking in the nowWe are looking forward to a long future in this business that is why we go over and beyond for our customer'sAll we ask is that the customer's follow the cancel procedures that are outlines in the bookletIf a customer sends in cancel paperwork within the days (FL days) of the purchase date they will receive a full refundIf a customer sends in cancel paper work after the wait period they receive a pro-rated refundIn this case he sent the cancel paperwork within the wait period, but because he initiated the charge back, his refund was up in the air because now we are dealing with CMS and the customer's bankThat is a long processThe few customer's who have charged back and I disputed and won, were very pleased with us once they did send the required cancel paperwork and they were immediately refunded even though I had already won the dispute I have attached the supporting documentation and a copy of the customer's policy that has the terms and conditions that this customer agreed uponThe voice verification recording is available upon request Thank you for your time on this matterWe appreciate the opportunity to respond to this complaint and state our sideWe do apologize for any inconvenience this may have causedWe hope to restore this customer's trust in our company even though he no longer wants the service Please review this response along with all the supporting documents and if you have any questions or need more information, please fell free to contact me [redacted]

Revdex.com: 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 I cancelled the warranty in October, This is all part of the terms of the warranty - printed bookletI am due a prorated refund for unused warrantySun Path Ltd is the insurer of the warrantyThey confirmed issue and cancellation but noted payment never came from National Care Car so it was $transaction for themBased on this information a full refund would be due, $1, Regards, [redacted] ***

Attached you will find the receipt for the refund that was issued to this customerPlease extend my apologies for the delay to this customer as I tried to call her but I got her voice mailShe was issued the full refund Thank you for your time in this matter [redacted] *Billing Manager

Thank you for your patience in this matterI have done my investigation regarding Mrs***'s complaint and I have issued the refund that is due Please see attached on how her pro rated refund has been calculatedLastly, please extend my apologies to this customer on the delay Thank You for your time **

The National Car Care Center is partnered up with a third party who does our advertising The leads generated from this source are completely legal and we are within the Federal Trade Commission Rules in regards the Do Not Call Law When consumers opt in our partner website, they are giving consent to be contacted by NCCC or any of our affiliates The website contains a privacy statement in detail These types of sales call voids out the Do Not Call Rule per the Federal Trade Commission because the consumer initiated the inquiry and agreed to be contacted by NCCC, Inc and any of our affiliates.If a consumer asks to be put on our Do Not Call List we immediately remove all of their contact information from our database whether they Opt in for more information or notWe will not contact any customer that asks to be placed on our Do Not Call ListSpecific Complaint DetailThis consumer was an Ocontact that is why we called him The rep called this consumer times altogetherHe was called twice on the 19th and once on the 20th at the 201- 994-number that he provided when he Oon 12th of OctAll the information we have on this consumer was provided by the consumer himself on our partner websiteCall Details Below Oct19th at 13:14:(PST) Status Call Disposition- (B)Line Busy and contact was circulated back into the system to be contacted Oct19th at 15:54:(PST) Status Call Disposition- (AA) Auto Answer and contact was circulated back into the system to be contacted Oct 20th at 10:35:(PST) Status Call Disposition – (DNC) customer answered and requested to be placed on the do not call list Call was placed in the DNC disposition right then and hasn’t been contacted ever since I have attached the following Supporting Document: ODetails that also contains the Call Detail Screenshot (Every call in or out of NCCC is logged) ü I do apologize for any inconvenience this may have caused this consumer and I want him to know that he was removed from our data base and he will NOT be contacted by NCCCThere are other companies in the same business that most likely will contact him that is why I want him to know that he has been removed from our database completely Thank you for the opportunity to allow me to respond to this complaint Billing/Collections Operations Manager

I am resending the attachment that contains the prorate calculation and also a copy of the terms and conditions located in the policy booklet on page of which states the cancellation procedures before and after the day wait periodI attached the receipt of the refund that was made to her account in the first response I sentWe did everything on our endI would suggest that Mrs [redacted] contact her financial institution if she has not seen the credit on her accountThe transaction number once again is [redacted] , she can use that number when she contacts her financial institution I understand that the refund was delayed longer than it should have been and we truly apologize for thatWe refunded her the refund that was due to her per a prorated calculation which is attached her to this response Once again thank you for your time in this matter [redacted] Billing Mngr

The refund for this customer went out on Friday 12/16/with a Fed Ex 2nd day deliveryHe will receive the check tomorrow on the 20thPlease extend my apologies to this customer for the long delayAs I receive these types of complaints I immediately issue the refund dueI have stated we went through a transition in the cancellation process around the time this customer cancelled, so Im working on whatever is brought to my attention and I am acting promptlyThank you for your time in this matter [redacted] *Billing Manager

I am sorry for the delay in responding to this complaintPlease allow me to investigate this furtherI will get back to you shortly Thank You

In response to this complaint, I would like you to know that Mr [redacted] account has been credited for $I have attached the refund receiptI have contacted Mr [redacted] myself and gave him the refund transaction # and apologized for the day delayRefunds take 7-business days to be processed, once we receive the cancellation letter from the customerIn this case, we received the cancellation letter from Mr [redacted] on 6/1/I did explain to Mr [redacted] the reason for the delay and he understood and gratefully thanked me When any new company serves as many customers as we do, there will inevitably be errors from time to timeNevertheless, even one is distressing, so as these types of issues arise, we are able to immediately rectify the situation and learn from itThis helps us to continue to grow and become better at what we doThank you for bringing this to our attention, and for the opportunity to state our side of the story [redacted]

Revdex.com: 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, [redacted]

This customer has been refundedThere is no other refund due

Revdex.com:I have received my check today 10/25/thank you sooooo much Revdex.com
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** I actually received my check today 10-25-thank you Revdex.com

got a call asking me to extend my warranty on my car after speaking to three people I was quoted a price higher than the dealership offered me when I told the person that it was too high, she sarcastically told me I did not understand When I called back to get an address of the company I was given an address in Santa Ana, California This call supposedly was from Marshall Michigan but I was informed that it was actually California They made sure that I know that this was a one time offer and not to call back! when I did call back, they knew exactly who I was, what car I owned and were talking so fast that I had to interrupt them get to ask for the address Since I never received anything in writing, I do not know if they have a "non-disparagement clauses" that prohibit or threaten action against the posting of reviews or otherwise sharing your experience, truthful or not

On 8/10/a refund was issued to this customer's accountSee attached refund receipt
I appreciate your time in this matter and would like to apologize for the delay in processing this refundWe have been restructuring our Cancellations Dept and had been going through a change
in management at the same timeSomehow, this had slipped through the cracksThings should run more smoothly as we have implemented a new process that should be more efficient
Thank You,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Page of in the policy booklet (attached) states :
YOU may cancel this AGREEMENT by returning it to the Seller or directly to USAn odometer statement indicating the odometer
reading at the date of the request for cancellation will be required
We did not receive the odometer statement from this customerTechnically, her policy was not officially cancelled, so the additional
fees were not applicable in this caseHowever, since customer satisfaction is our #priority, we issued the full refund along with the
fees and will not require her to send the additional cancel documentCustomers are the lifeblood of our company, keeping them
satisfied is our main goal at the end of each day
Attached you will find both receipts for the refunds
Thank you
*** *

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that
this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have given a written notice of cancellation on or before the day periodi expect to get refunded the full amount, i.e $attached are the screenshots showing the payment I made to national car care center & postage proof through which i've sent the notice
Regards,
*** ***