National Car Care Center

Unfortunately, this was not brought to my attention until I received this complaintThis is one of the customer's caught up in our transition, and somehow slipped through the cracks
We are working very hard to get a smoother cancellation processWe are working on hiring more people to
accommodate our rapid growthI have issued and check to go out Fed Ex overnightI have attached copies of the check and the delivery labelAgain, I greatly apologies for this delay

This customer has been issued the refund that is due to him.We apologize for the delay Billing

This customer has been issued the refund that is due to him.We apologize for the delay
Billing

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.National Car Care Center did not honor the agreement, which states: "If we fail to refund the agreement purchase price ($1,926) within that time (days after cancellation), WE WILL PAY YOU A PENALTY in the amount of 10% of the agreement purchase price for each day period or portion thereof that the refund and any accrued penalties remain unpaid."
National Car Care Center indeed refunded the agreement purchase price on 08/10/but did not pay the penalty for the delay on the refund
Regards,
*** ***

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,
*** ***

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,
*** *** ***

Im extending my apologies to this customer for the delay on behalf of NCCCUnfortunately we had experienced a situation that put us behind and that is the reason for this delay The customers has been refunded and notified Once again I am very sorry that it had to take long to
refund this customer See attached *** *Billing Manager

I notified customer about the refund that was processed to her accountI thank all parties for your patience in the delaySee attached *** *

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 listedOn 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 paperwork4/29/I rec'd this Revdex.com complaintI called CMS and spoke with *** 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 decisionDue 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 CMSThis 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 initiatedAs 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 informationWe 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 *** *
*** *** ***
*** *** **
***

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

Thank you for allowing me to respond a second time in regards to this customer's complaintAfter reviewing the attachments he provided here, I noticed that he submitted his initial payment receipt but the date is showing the date it was posted through his financial institution. This customer had made his initial down payment on 09/30/This was in the amount of $After this point, this customer was mailed out his policy booklet and provided a full days to review coverage and receive a full refundThis was outlined to Mr*** in a 3rd party verificationNot only this, the customer was also informed of the day review period during the sales callAfter reviewing the coverage the customer decided to cancel his policyWhen the customer called into customer service he was provided the cancellation instructions on how to cancel out his policy.We did not receive the written notification from the customer as per outlined in his policy within the review periodThe written notification was received on 11/5/2016 This becomes his cancel date .This would put the customer at a total of days since the day of the down paymentSince this customer did not cancel the policy until day this customer would be entitled to a prorated refundPer the policy, the prorated refund will be calculated by the time the term was in use or mileage whichever is the greater, minus any claims made including a $cancellation feeAt this point since the customer did not file any claims or make any monthly payments we can start the calculation of the refundTo find the refund amount we would have to calculate out how much the cost per day of the policy isIn order to do this we take the total cost of the 5yr policy ($2825.00) and divide it by the number of years the policy is for (5)This gives you a cost per year of $Then we take the cost per year and divide it by the number of days in 1yr (365)This gives you a cost per day of $Since the customer had the policy for days we multiply the cost per day of $and the days to come to a total of $This is the total amount of the policy usedNow that we have the amount of the policy used, which is the $we add the $dollar cancellation fee which comes to the total of $The customer only paid a total of $into the coverage planSo we take the amount used including the cancellation fee ($105.80) and subtract this from what the customer had paid into the policy ($195)This gives you a prorated refund of $We provided the customer with a refund of $This is $more than what was owed and that was to compensate for the delay in issuing the refundAttached is the screenshot of the customer's effective date and cancel dateThank you Billing Dept

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 will only accept the business's response once I've received information regarding the refund amount and verification of the account refundBecause I've given NCCC two opportunities to resolve this matter prior to logging a complaint with the Revdex.com, I am skeptical of their commitment to follow through with the proposed resolutionFurther, although I understand the terms of the contract, our first cancellation request letter was dated December 9th, which, in fact, was only days following contract initiation which occurred on October 6th, 2016, not days as quoted in the business's response. My husband and I continue to feel as if NCCC misrepresented itself and its product to us during the initial solicitationFurther, we were rushed into making a decision during that phone call lest we miss out on that 'one-time only' and seemingly low priceConsidering no claims were paid, and no real service was provided, NCCC definitely made a quick buck off of the *** family!
Regards,
*** ***

let me start by saying that my numbers have been on the fcc do not call list since now lets beginthis is a horrible business with possibly the worst people working its day to day operationssince purchasing my jeep new in my information has been sold countless times to these types of companies wanting to sell me an extended warrantywhen I tell them that I have received multiple phone calls and have asked to be removed from their list they hang upso finally I decided to call back and go to as many managers as they will transfer me toi get someone and ask to be removed and he hangs upwhen I call back the person who answers seems surprised that someone there would hang up when that is the status quo when dealing with unwanting customersi finally get to the same manager again and he said that he does not have the time to listen to me because they are very busyi have received 30-total phone calls from companies that I have never done business with and then when I ask not to be harassed they just hang up?!? do they not think that I might be busy as well? finally, after arguing with the floor supervisor he agrees to remove me and additionally block me from calling them, which I gladly will accept if they promise not to call methey are a ridiculous company with predatory practices and the fcc should go after them and shut them down

Dear *** ***,We're sorry for the mixup. I looked into what happened with your account and you have been a valued customer with our company. It appears that our finance company attempted to take the payment from your account on the regular scheduled date of 10/10/but
unfortunately it was declined. From there, it attempts to process the monthly payment once ever days until collected which explains why a payment was taken 10/31. We do see that your account is CURRENT and hope this explains the reason why a payment was collected 10/31/17. Thank you for bringing this to our attention and I hope this satisfies your request. Respectfully,Customer Service

Tell us why here...I do apologize for not responding within the time frame but this is a refund that requires a pro rated calculation from the admin and we have not received the calculation back. The refund is prorated because the customer cancelled out of the day wait
period. I will follow up the admin to see if we can get this processed soonI'm sorry that I can not give you a definite time frame but I can tell you that this customer will receive the refund that is due Thank you for your time and patience in this matter Billing Dept

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 dayAttached 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 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 resolvedI received a full refund in my account on February 2, Thank you for all your help
Regards,
*** ***

A refund has been issued to this customer's Visa card in the amount of $Everything has been done on our end and I do apologize for the delayBilling Dept

I apologize for the delay in my response to this complaintThere is a delay in the process of Mr***'s refund because it is a prorated refundWhen it's a prorated refund it has to be calculated by the administratorI submitted the
request to the admin the same day that I got this complaint, and I have not heard backI will reach out to them again todayHe will be refunded Billing

Revdex.com San Diegoin response to complaint ID # [redacted], I would like you to know that Mr. [redacted] has been resunded in the amount of $1240.88 have attached a copy of the check that has been sent out.Sorry for the delay.[redacted]Billing Dept