National Protection Service

Selltel, Incd/b/a National Protection Service (“NPS”) respectfully submits this letter in response to the
above-referenced complaint
By way of background, NPS has been direct marketing vehicle service contracts and maintained a largely impeccable reputation in this industry for the past three decades. All of our sales representatives are taught, through policy and practice, to present the material benefits of the product, and leave it to the consumer to decide whether they are interested in purchasing a service contract. They are also instructed to disclose that NPS is not affiliated with any dealer or manufacturer.
In addition, as the Revdex.com is well aware, NPS has been diligent in every aspect of its do not compliance since the federal registry was first initiated Since that time, NPS has instituted strict protocols and, through multiple layers of screening, culled an internal do not call list of nearly million names Nevertheless, despite these efforts, there are rare instances, such as this one, in which an inadvertent contact is made, and for that, NPS sincerely apologizes Given the nature of the complaint, the complainant’s number has been added to the internal DNC to ensure that no further contact is made Thank you
*** ***
Of Counsel
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Direct: ***
Cell: ***
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I have received multiple calls from NPS each time I have asked them to remove my number as I am NOT interested and the fact they are call me at work The most recent was today 6/2/at 4:p.mfrom ***, who did not identify himself and the company he works for*** stated that the warranty information on my auto was not updated and asked if I had the mileage He acted as if the warranty had been purchasedI told *** that I have asked about different times now to be removed from their list which obviously has never been honored

This company used very aggressive marketing to convince my 88 year old mother to agree to an extended warranty for her 10+ year old vehicle that is driven very little. Their methods are aggressive and deceptive. A quick check online shows nothing but negative reviews for this company. I don't understand how they are allowed to stay in business. I also don't understand how people can work for a company with such poor integrity and work practices. They should be ashamed of themselves. I see in many of the complaints they are taking advantage of elderly ladies. I don't think this is a coincidence. It seems to be their business model. Also, as is the case for my mother, they are calling people whose numbers are on the National Do Not Call list. I plan to write a letter to the New Jersey Attorney General to file a formal complaint. This company needs to be prosecuted for fraudulent business practices.

[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.
Regards,
[redacted]

Response:Dear Ms. [redacted]: National Protection Service ("NPS") respectfully submits this response to the Complaint filed by Mr. [redacted]. To be clear, NPS takes is do not call compliance very seriously and has an impeccable record in this regard. Given Mr. [redacted] request, we have confirmed that his...

name has been added to the company's internal do not call list of over $40 million names so as to ensure that there are no further attempts to contact him. Sincerely, [redacted] General Sales Manager

Please be advised that National Protection Service ("NPS") cannot identify the customer in question given the information provided.  As far as I can tell, the only information provided is that for the son of the customer.  Upon receipt of the customer's name and address, we can research...

the complaint and provide a proper response.  In the meantime, we have added the telephone number provided to the company's internal DNC list.

Selltel, Inc. d/b/a National Protection Service (“NPS”) respectfully submits this letter in response to the Complaint filed on behalf of [redacted]  NPS is a responsible and prudent telemarketing company that has taken every reasonable measure to comply with both state and federal...

telemarketing laws.  The company registered for and obtained its Subscription Access Number (“SAN”) needed to download the federal “Do Not Call” Registry on September 1, 2003 and, since that time, has instituted a strict protocol for contacting consumers.  The company’s performance in this regard has been impeccable. As for the protocol, each call list obtained by NPS is uploaded to one of two companies that then matches the list, or “scrubs” it against, the names contained on the state and federal registries.   NPS also routinely uploads its own internal “Do Not Call” list to these companies so that those names and numbers can also be deleted from the list.  Moreover, to ensure that the list does not become “outdated” and fail to account for new registrants, NPS utilizes each disc within two (2) weeks of completing the scrubbing process. NPS has also made certain technical changes to meet the state and federal statutory standards.  The dialers have been programmed so that the number from which we are dialing appears on Caller ID and so that the number of “dropped” calls does not exceed 3%.  If a person calls the number appearing on the Caller ID, they are placed into a messaging system that allows them to either speak to a live person, leave a message or have their name placed on NPS’ internal “Do Not Call” list which is then periodically loaded into each dialer.  NPS does not utilize pre-recorded messages or engage in “robo-calling.”  If NPS contacts a person who indicates that they would prefer that we do not contact them again, we immediately add that person’s number to the internal “Do Not Call” list.   At the present time, NPS’ internal “Do Not Call” list consists of nearly 30 million names and numbers. NPS generally denies the allegations in the complaint.  Nevertheless, in light of the foregoing, NPS assures [redacted] that, if her phone number was registered on the applicable do not call  lists, any attempts to contact her were inadvertent and occurred despite reasonable and diligent precaution. NPS has added all of the numbers identified in the complaint to its internal DNC database.  As such, there will be no further attempts to contact her.  NPS sincerely apologizes for any inconvenience that it may have caused [redacted] or the Bureau.

[redacted]
I am rejecting this response because: National Protection Service never offered to pay the claim minus the last two payments. They offered to pay only $48.19 on a then over $1,200.00 claim.  That was a complete insult to me when I have paid NPS over $1,500.00 towards a $1,700.00 Gold Package Extended [redacted] that NPS claimed would include full coverage on my 2009 Saturn Outlook.  Falsifying information and advertising to get customers to purchase a service that NPS had no intentions of ever honoring is a criminal act. That is called stealing from customers, and there is nothing legal about stealing. The service manager where my tuck is in the shop at knows exactly what NPS offered to pay, which was $48.19, and he agrees to assist me in proving that to my attorney.  Unlike NPS, he is willing to do what is right
I will not accept a partial refund under no circumstances from NPS.  This can be settled now or in a lawsuit, whichever NPS chooses.  I am ready.  In this lawsuit, however, they will pay me much more than $1,500.00.  This ordeal with NPS has caused me undue stress, and my truck remains at the shop after almost 2 months.  This has also limited my transportation.  NPS company is a scam, and I will never recommend them to anyone.  If anyone gets a phone call from them, my advice is to hang up immediately and call the phone company and report that they are harassing you.  Because they don't take no for an answer, they will continue to call and harass you to buy their fake warranty.  BUYERS BEWARE!  NPS must need some money awfully bad to the point that they will scam customers to get it. Anyone who has been scammed by NPS, let's start a class action lawsuit and shut them down. CROOKS like that are doing illegal activity and don't need to be in business.  I plan to exhaust every effort to EXPOSE them.
[redacted]

Response:
sans-serif;">Dear Ms. [redacted]: National Protection Service ("NPS") respectfully submits this response to the Complaint filed by Mr. [redacted]. To be clear, NPS takes is do not call compliance very seriously and has an impeccable record in this regard. Given Mr. [redacted] request, we have confirmed that his name has been added to the company's internal do not call list of over $40 million names so as to ensure that there are no further attempts to contact him. Sincerely, [redacted] General Sales Manager

By way of background, NPS has been direct marketing vehicle service contracts and maintained a largely impeccable reputation in this industry for the past three decades.  All of our sales representatives are taught, through policy and practice, to present the material benefits of the...

product, and leave it to the consumer to decide whether they are interested in purchasing a service contract.  Furthermore, all of the contact information used by NPS is culled from publicly available sources, such as voter registration records and telephone directories, and is limited to name, address, and telephone number.  NPS does not obtain any information regarding the prospective customers’ ages and, thus, does not know, nor have any reason to know, the age of the individual being contacted.  As such, NPS generally denies the allegations made on behalf of [redacted] Nevertheless, as a demonstration of its good faith, NPS is willing to issue a full refund to [redacted] provided it receives (i) a Power of Attorney reflecting that [redacted] has authority to cancel the contract and request the refunds, and (ii) confirming to whom the check should be made payable.   NPS looks forward to the receipt of this information so that this matter can be brought to an amicable resolution.

National Protection Service ("NPS") respectfully submits this letter in response to the Complaint submitted on behalf of Ms. [redacted].  From the outset, it should be noted that NPS does not know, nor have reason to know, the age of the individuals contacted as part of the solicitation. ...

Rather, the contact information is limited to name and phone number.  The data files do not contain dates of birth.  The only age-related search criteria is to ensure that the individuals are of driving age.  As for the solicitation itself, NPS representatives are trained through sessions and monitoring to immediately disclose the purpose of the call and the terms and conditions of the the proposed sale.  Ultimately, it is up to the consumer to decide whether to purchase a vehicle service contract.
In this instance, Ms. [redacted] voluntarily purchased a vehicle service contract on March 13, 2014.  At that time, she agreed to pay an initial deposit of $299.00 followed by equal monthly installments.  On April 4, 2014, NPS received a call from the customer's daughter stating that she wanted to cancel the contact.  On April 16, 2014, a full refund was issued via check.
Sincerely,

National Protection Service ("NPS") submits this letter in response to the above-referenced complaint.  NPS is a responsible and prudent telemarketing company that has taken every reasonable measured to comply with both state and federal telemarketing laws.  The company registered for and...

obtained its Subscription Access Number ("SAN") needed to download the federal "Do Not Call" Registry on September 1, 2003 and, since that time, has instituted a strict protocol for contacting consumers.  As for the protocol, each list obtained by NPS is uploaded to one of two companies that then matches the list, or "scrubs" it, against the names contained on the state and federal registries.  NPS also routinely uploads its own internal Do Not Call list to these companies so that those names and numbers can also be deleted from the list.  Moreover, to ensure that the list does not become "outdated" and fail to account for new registrants, NPS utilizes each disc within two (2) weeks of completing the certification process. NPS has also made certain technical changes to meet the state and federal statutory standards.  The dialers have been programmed so that the numbers from which we are dialing appears on Caller ID and so that the number of "dropped" calls does not exceed 3%. If a person calls the number appearing on the Caller ID, they are placed into a messaging system that allows them to either speak to a live person, leave a message or have their named placed on NPS' internal "Do Not Call" list which is then periodically loaded into the dialer.  NPS does not utilize pre-recorded messages or engage in "robo-calling."  If NPS contacts a person who indicates that they would prefer that we do not contact them again, we immediately add that person's number to the internal Do Not Call list.  At present, NPS' internal Do Not Call lists consist of nearly 40 millions names and numbers. According to our research, NPS dialed the number provided by the complainant on just two occasions in early October.  Our research further indicates that this number does not appear on the federal DNC registry and there was no previous request by the complainant or his family members to add the number to NPS' internal DNC.  Given the Revdex.com complaint now filed, NPS has now added the number to its internal DNC and is willing to add any additional numbers provided by complainant to ensure that there are no future attempts to contact the complainant or his family.

I am writing on behalf of National Protection Service ("NPS") to confirm that, in a good faith effort to resolve the above-referenced complaint and without admitting that the alleged calls were attempted or made, NPS has added the telephone number referenced in the Complaint to its internal do not...

call list.   As such, there should be no further attempts to contact the complainant.  Sincerely,Kevin M[redacted]

By way of background, NPS has been direct marketing vehicle service contracts and maintained a largely impeccable reputation in this industry for the past three decades.  All of our sales representatives are taught, through policy and practice, to present the material benefits of the product,...

and leave it to the consumer to decide whether they are interested in purchasing a service contract.  Furthermore, all of the contact information used by NPS is culled from publicly available sources, such as voter registration records and telephone directories, and is limited to name, address, and telephone number.  NPS does not obtain any information regarding the prospective customers’ ages and, thus, does not know, nor have any reason to know, the age of the individual being contacted.  As such, NPS generally denies the allegations made on behalf of [redacted] Nevertheless, as a demonstration of its good faith, NPS is willing to issue a full refund to [redacted] provided it receives (i) a Power of Attorney reflecting that [redacted] has authority to cancel the contract and request the refunds, and (ii) confirming to whom the check should be made payable.   NPS looks forward to the receipt of this information so that this matter can be brought to an amicable resolution.

Complaint: [redacted]
I am rejecting this response because:
Sufficient information was given to refund payment, which has not yet been done.
Customer contact name: [redacted]
Date of original contact 5/9/14 [redacted])
Date of charges 5/12/14 ($175.00)
Date contacted by son ([redacted]) 5/13/14.  Refund assured by "[redacted]"
Please refund $175 and assure no further charges or contact.
Son's contact email [redacted]
Thank you.
Regards,
[redacted]

While National Protection Service generally denies the allegations made by Ms. [redacted] as its sale force is scripted to merely give the prospective customer an overview of the service contract, and ultimately leave it to their discretion...

as to whether to purchase same, it certainly apologizes for any confusion or inconvenience that it may have caused.   As a demonstration of its good faith, NPS has added Ms. [redacted] number to its internal Do Not Call List, and will issue a full refund within the next 5 business days. 
Sincerely,

Selltel, Inc. d/b/a National Protection Service (“NPS”) respectfully submits this letter in response to the above-referenced complaint.  By way of background, NPS has been direct marketing vehicle service contracts and maintained a largely impeccable reputation in this industry for the past...

three decades.  All of our sales representatives are taught, through policy and practice, to present the material benefits of the product, and leave it to the consumer to decide whether they are interested in purchasing a service contract.  They are also instructed to disclose that NPS is not affiliated with any dealer or manufacturer. In addition, as the Revdex.com is well aware, NPS has been diligent in every aspect of its do not compliance since the federal registry was first initiated.  Since that time, NPS has instituted strict protocols and, through multiple layers of screening, culled an internal do not call list of nearly 30 million names.  Nevertheless, despite these efforts, there are rare instances, such as this one, in which an inadvertent contact is made, and for that, NPS sincerely apologizes.  Given the nature of the complaint, the complainant’s number has been added to the internal DNC to ensure that no further contact is made.  Thank you.          [redacted]Of Counsel[redacted] [redacted] [redacted] [redacted] [redacted]Direct: [redacted]Cell: [redacted] [redacted]

While NPS is certainly hopeful of reaching an amicable resolution, it respectfully disagrees with Ms. [redacted] explanation of the relevant events.  First and foremost, NPS is only the marketer of the service...

contractor.  All coverage and repair-related decisions are made by the administrator of the service contract, the [redacted].  Second, there was no refusal to honor the terms of the service contract.  As I understand it, the repair claim was covered under the contract, but the terms require that the balance be paid in full before the claim would be paid.  Thus, if Ms. [redacted] had paid her last two payments to NPS, the claim would have been covered.  Alternatively, Ms. [redacted] could have paid the equivalent of her last two payments to the repair facility, and the remaining balance of the repair would have been covered.  Both of these alternatives were presented to, but rejected by, Ms. [redacted]. 
Third, NPS has been attempting to facilitate a pro-rated refund for quite some time, but, in order to process that refund, NPS needs either the current expiration date of Ms. [redacted] credit card or, if the credit card that she used to purchase the contract is no longer valid, a written letter confirming that to be the case so that the refund can be issued by way of check.  Ms. [redacted], however, has been unresponsive to NPS' efforts.
 
Again, NPS is eager to bring this matter to a fair conclusion, but needs some assistance from Ms. [redacted] in doing so.

While National Protection Service generally denies the allegations made by Ms. [redacted] as its sale force is scripted to merely give the prospective customer an overview of the service contract, and ultimately leave it to their discretion as to whether to purchase same, it certainly apologizes for any...

confusion or inconvenience that it may have caused.   As a demonstration of its good faith, NPS has added Ms. [redacted] number to its internal Do Not Call List, and will issue a full refund within the next 5 business days. Sincerely,

Complaint: [redacted]
I am rejecting this response because: I received yet another call yesterday.
Regards,
[redacted]