National Car Care Center

To Mrs. [redacted],We apologize for the delay in your refund.  After researching your policy we see that you're refund is just under $500.00 but I have authorized the full $500.00 to be refunded to the credit card on file.  If that card has changed you will need to call our customer service...

number to provide a current one. thanks, [redacted]

Please allow me this opportunity to apologize for the inconvenience this consumer experienced.
Roman;">However, a refund was already issued to the consumer’s account on 10/19/2016. I have attached the receipt of the refund transaction.
 The consumer states the cancellation was done the next day on the 31st of Aug and yes he did request cancellation that day and we did place a hold on his
account, that day, so no money would be deducted from his account. He was given the cancellation procedures which required him to send in a written cancellation letter. The cancellation procedures are outlined in the policy booklet that was delivered to him. We did receive the cancellation letter on the 7th of
Sept.  That’s the day his policy was officially cancelled.
I do apologize for the slight delay with this refund.  Due to the rapid growth in our company we are adjusting our processes to accommodate accordingly.
 
Please extend my apologies to this consumer.   Thank you for the opportunity to respond to this complaint.   TJ NCCC, inc. Billing & Collections Manager

I am sorry for the delay in responding to this complaint. Please allow me to investigate this further. I will get back to you shortly.  Thank You

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

The refund for this customer went out on Friday 12/16/2016 with a Fed Ex 2nd day delivery. He will receive the check tomorrow on the 20th. Please extend my apologies to this customer for the long delay. As I receive these types of complaints I immediately issue the refund due. I 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 promptly. Thank you for your time in this matter  [redacted]Billing Manager

Unfortunately, this was not brought to my attention until I received this complaint. This 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 process. We are working on hiring more people to accommodate...

our rapid growth. I have issued and check to go out Fed Ex overnight. I have attached copies of the check and the delivery label. Again, I greatly apologies for this delay.

This customer has been refunded and notified thank you see attached

This customer purchased the policy on 2/22/2016. He authorized the down payment of $195.00 and 18 monthly payments of $137.22. We have voice verification of the purchase and this customer clearly with no hesitation agreed to the amounts listed.
On 2/29/2016 this customer called to cancel...

because he said that he did not authorize the amount of $195.00. Customer service explained to the customer in detail the cancel procedures and informed him we do have the voice verification of him authorizing the payment. At that point the customer said he will review the policy when it gets to him and make a decision at that point. This customer's policy booklet was delivered to him on 3/3/2016. We have USPS tracking information. 2/29/2016 Cont. Customer Service had Quality Control pull the call and he in fact did authorize the charges. 
3/7/2016 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 work. We have cancellation procedures that we have to follow with the administrators. We require a written notice of cancellation and that is to release liability from our company and the administrators. 3/7/2016 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 paperwork. The cancellation procedures are outlined in the policy booklet and they are very easy to understand. The customer has said that he reviewed the policy. 
3/8/2016 we rec'd cancellation paperwork from the customer. We could not refund the customer dorectly on that date because he had already initiated the charge back. There is a process when dealing with charge backs. 
3/9/2016 I sent in a notice to the payment plan provider (CMS) to accept that charge back because the customer had sent in cancel paperwork.
4/29/2016 I rec'd this Revdex.com complaint. I 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 decision. The customer's bank has 45 days to send a response and until this day they have not heard back from the bank. She 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 complaint. I figured that on 3/8/2016 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 account. I called CMS and was informed of the charge back procedures, waiting periods and responses needed from all parties. Due 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 refunded. The reason for the delay was because of the whole charge back process. It was out of out hands once the charge back was initiated.
As far as the complaint about the reviews on our company that is wrong. We never were a different company. We have been in business only 7 months and we have not ever had a company with another name. We are the National Car Care Center, Inc. We are not affiliated nor have been affiliated with no other company what so ever. There is another National Car Care Center in Little Ferry, NJ but we have no ties with this company. I 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 customers. We are not thinking in the now. We are looking forward to a long future in this business that is why we go over and beyond for our customer's. All we ask is that the customer's follow the cancel procedures that are outlines in the booklet. If a customer sends in cancel paperwork within the 30 days (FL 60 days) of the purchase date they will receive a full refund. If a customer sends in cancel paper work after the wait period they receive a pro-rated refund. In 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 bank. That is a long process. The 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 upon. The voice verification recording is available upon request. 
Thank you for your time on this matter. We appreciate the opportunity to respond to this complaint and state our side. We do apologize for any inconvenience this may have caused. We 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]

In response to this customer's complaint I want to inform you of the cancellation procedures that are outlined in the policy booklet. I will post the cancellation procedures at the conclusion of this email. I will have to send this refund request to the administrator so that they can calculate the...

pro rated refund. She is not eligible for a full refund as she cancelled at 75 days into the policy. A full refund is when a customer cancels within the first 35 days. I will notify the Revdex.com once the pro rated refund is calculated and processed. See below cancellation procedures. I also attached a copy of the policy booklet.   CANCELLATION OF YOUR SERVICE CONTRACT:1. You may cancel this Contract at any time.2. To cancel this Service Contract, either return to the Vendor to complete and sign thecancellation form, or mail written notice to the Vendor of Your election to cancel thisService Contract. A notarized odometer statement indicating the odometer reading atthe date of the request will be required.3. Cancellation requests received:a. Within the first thirty-five (35) days will receive a full refund, less any approvedclaim amounts.b. After the first thirty-five (35) days will receive a pro-rated refund based uponterm or mileage, whichever is greater. The refund will be based on the unearnedamount paid for this Service Contract, less any approved claim amounts. A fiftydollar ($50.00) cancellation fee will apply.All cancellation requests will be effective as of the date received. In addition, allcancellation requests must have an effective date which is no later than forty-five(45) days from the date of receipt. If the vehicle is repossessed, stolen, or totaled, thislimitation of time may be waived at the Administrator’s sole discretion. The Administratormay request supporting documentation from the primary insurance company or policereports indicating dates and mileage at the time of incident. OKLAHOMADISCLOSURE STATEMENTS: This is not an insurance contract. Coverage afforded under thisService Contract is not guaranteed by the Oklahoma Insurance Guaranty Association.In Oklahoma this Service Contract is between the Contract Holder and the Provider/Obligor(Northcoast Warranty Services, Inc.).The following are changes under Cancellation Of Your Service Contract:The following is removed from Section 2:“return to the Vendor to complete and sign the cancellation form”Sections 3a. and 3b. are deleted in their entirety and replaced with the following:a. If this Service Contract is canceled within the first thirty-five (35) days from the effectivedate, and no claim has been authorized or paid, We will refund the entire Service Contractcharge paid.b. If You cancel this Service Contract after the first thirty-five (35) days from the effectivedate, or have made a claim within the first thirty-five (35) days, You will receive arefund based on one hundred percent (100%) of the unearned pro rata premium, lessa processing fee of ten percent (10%) of the unearned pro rata premium or fifty dollars($50.00), whichever is less. In the event of cancellation, the lienholder, if any, will be namedon a cancellation refund check as their interest may appear.c. If We cancel this Service Contract, one hundred (100%) of the unearned pro ratapremium will be refunded less the actual cost of any service provided under the ServiceContract. Thank you for your time in this matter and I will get back to your once this customers account has been refunded.  **Billing Manager

Please accept my sincere apologies for the delay in the processing of  this refund. It was not brought to my attention until now. I immediately responded and refunded the customer's account. Someone simply did not relay all the details to the proper department. Please accept my apology...

for that oversight. See below I have noted the refund transaction details.Transaction: ApprovedProcessed by CMS Date 8/1/2016 Transaction Id [redacted] Amount 2777.00Please save or print this screen to retain a record of your transaction.  [redacted]           Transaction: ApprovedProcessed by CMS Date 8/1/2016 Transaction Id [redacted] Amount 2777.00Please save or print this screen to retain a record of your transaction.

This customer has been refunded. There is no other refund due.

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]

It took a little time to investigate this refund delay. However, this customer has been refunded the pro-rated amount that ended up to be more than what she was requesting. We 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 due. Refund receipt attached
Billing

In response to this complaint, I would like you to know that Mr. [redacted] account has been credited for $395. I have attached the refund receipt. I have contacted Mr [redacted] myself and gave him the refund transaction # and apologized for the 5 day delay. Refunds take 7-10 business days to be...

processed, once we receive the cancellation letter from the customer. In this case, we received the cancellation letter from Mr. [redacted] on 6/1/2016. 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 time. Nevertheless, even one is distressing, so as these types of issues arise, we are able to immediately rectify the situation and learn from it. This helps us to continue to grow and become better at what we do. Thank you for bringing this to our attention, and for the opportunity to state our side of the story.  [redacted]
[redacted]
[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]

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.
Regards,
[redacted]
 I was not able to access the attachment the business provided to you to reflect how they calculated the refund.  I was told at the time of the purchase that I would receive a "full" refund if I decided to cancel.  I have not received a refund to date.  I had been told many times per my original letter that my credit card would be credited, then it was that a check would  be sent.  I don't trust that I will receive a refund as I have been waiting since Nov. 2016 for the refunds they told me they were sending.

Hello Mr. [redacted],I had the opportunity to speak to our Customer Service Dept and dive deeper into the details of your case.  I have been on vacation and didn't see the original Revdex.com email, but I did get on the CS dept for not getting back in touch with you after your several...

attempts.    After researching your case, you are indeed entitled to a refund, minus usage which will come out to $2196.26Due to the size of the refund, it will be scheduled to go out it the next batch which will be Tuesday, 12/5/17.Thank you for your patience,Finance Dept.

In response to this complaint, I would like you to know that Mr. [redacted] account has been credited for $395. I have attached the refund receipt. I have contacted Mr [redacted] myself and gave him the...

refund transaction # and apologized for the 5 day delay. Refunds take 7-10 business days to be processed, once we receive the cancellation letter from the customer. In this case, we received the cancellation letter from Mr. [redacted] on 6/1/2016. 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 time. Nevertheless, even one is distressing, so as these types of issues arise, we are able to immediately rectify the situation and learn from it. This helps us to continue to grow and become better at what we do.
Thank you for bringing this to our attention, and for the opportunity to state our side of the story. 
 
[redacted]
[redacted]
[redacted]

Please allow me this opportunity to apologize for the inconvenience this consumer experienced. However, a refund was already issued to the consumer’s account on 10/19/2016. I have attached the receipt of the refund transaction.  The consumer states the cancellation was done the next day on...

the 31st of Aug and yes he did request cancellation that day and we did place a hold on his account, that day, so no money would be deducted from his account. He was given the cancellation procedures which required him to send in a written cancellation letter. The cancellation procedures are outlined in the policy booklet that was delivered to him. We did receive the cancellation letter on the 7th of Sept.  That’s the day his policy was officially cancelled. I do apologize for the slight delay with this refund.  Due to the rapid growth in our company we are adjusting our processes to accommodate accordingly.  Please extend my apologies to this consumer.   Thank you for the opportunity to respond to this complaint.   TJ NCCC, inc. Billing & Collections Manager

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.
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 (45 days after cancellation), WE WILL PAY YOU A PENALTY in the amount of 10% of the agreement purchase price for each 30 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 08/10/2016 but did not pay the penalty for the delay on the refund.
Regards,
[redacted]