National Protection Service

This company has called me numerous times. I asked to be taken off their list and they would wait a few months and call again. Finally I spoke with Mitch and let myself be talked into purchasing an extended warranty. Mitch repeatedly told me my warranty was about to expire and this was my last chance. In a moment of weakness and against my better judgement I gave him my bank info after much discussion and being told they would only charge me $100, they charged my account $150 which was over my budget and meant that I could be bouncing my rent check. Not good. When I found out they charged me over what they said they would I called the customer service number they gave me, which put me on hold for 10 minutes and then disconnected. When I finally talked to Ian in customer service he told me it would take 30 days to refund my $. This was not acceptable. I called my bank and since they took more money out than I had agreed to, my bank was able to cancel the check.

I am writing to advise, having reviewed [redacted] Complaint with National Protection Service, I am writing to confirm that my client is willing to issue a full refund provided proof of the debit from [redacted] bank account is provided.   While I appreciate [redacted] representation that a...

statement was previously faxed to NPS, I ask respectfully request that she share it with the Bureau and the Bureau share that with me so that, assuming the proof is accurate, I can expedite the refund.  Sincerely,Kevin M[redacted]

Please be advised that, while National Protection Service insists that the transaction in question was entered voluntarily and without NPS’ knowledge of the age of the person contacted, and otherwise denies the allegations asserted in the complaint, it wishes, as a demonstration of good faith, to...

resolve this matter.   As such, NPS proposes issuing a full refund provided that (I) the complainant withdraws any chargeback requests made to their bank so as to avoid the prospect of a double refund, and (ii) upon submission of a letter from the contract holder, or someone who has Power of Attorney on her behalf, confirming that the service contract should be cancelled.  I look forward to bringing this matter to a fair and quick conclusion. Kevin M[redacted]Of Counsel

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.

[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 rightI 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]

I am rejecting this response because:
I accurately filed this complaint within minutes of the call to ensure that I remembered exactly what was said.  
The company's argument that they know that they are legally prohibited from conducting calls in the way listed in my complaint does not negate my notes taken during the call.  It only means that they know what they are doing is wrong.
If the company truly wants to dispute my information, they need to provide a transcript of the call.  Simply providing a form letter response saying  "no we don't do that because it is illegal" is not an adequate response.
As far as having the make and model of my car - yes they should not have that information, but they DO have this information.  I have received calls from other telemarketing companies who also had my make and model of my car bought one year ago.  I have no idea how they obtained it, but it has now been widely dispersed to multiple parties who should not have this information.  Perhaps it is the same call center who has contracted with multiple companies, I don't know how they got it.
I would not take the time to fill out the complaint unless I knew that they had acted illegally.  I am too busy to waste time filing frivolous complaints.  I receive many annoying telemarketing calls, but this one clearly crossed the lines into fraud.

these people call me several times a day I am on NO CALL list they call me home phone my cell phone I have told them to stop numerous times. I never had a extended warranty on my car and I am in the car business so if I was going to get one I would get through work. Women got very nasty with me I will call police and file complaint if I get one more call.

National Protection Service ("NPS") respectfully submits this letter in response to the complaint filed.  NPS generally denies the allegations set forth in the complaint.  NPS sales representatives are instructed to follow the sales script that requires the disclosure of material...

information.  For example, at the outset of the call, the representative is required to disclose their name, the name and address of the company and the purpose of the call.  NPS representatives are also scripted to disclose to the prospective customer that NPS is not affiliated with any automobile manufacturer or dealer and this disclosure is routinely reinforced through training and supervision.  In fact, NPS does not possess any vehicle information and has not possessed any such information since the enactment of the Drivers' Privacy Protection Act. All of NPS' contact information is culled from publicly available information, such as voter registration records and telephone directories, and is limited to the potential contact's name, address and telephone number.  NPS does not know, nor does it have any reason to know the make, model, mileage or warranty expiration date of the vehicle.  Through the script and training, NPS representatives are also instructed to explain to the prospective customer the benefits of the coverage and the cancellation terms.  Ultimately, it is up to the individual contacted whether to purchase the contract. Notwithstanding the foregoing, NPS does sincerely apologize to the complainant for any confusion or inconvenience that it may have caused.  To ensure that no further efforts are made to contact this individual, the complainant's telephone number has been added to our internal do not call list. Sincerely, [redacted]General Sales Manager

[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.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Dear [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. In this particular instance, [redacted] was presented with the pertinent terms of the coverage and ultimately agreed to purchase a vehicle service contract with an initial deposit of $199.00 followed by equal monthly installments.  Although NPS respectfully denies the allegations in the complaint, it is willing, as a demonstration of its good faith, to issue a full refund, provided that [redacted] assures the Revdex.com that it has not sought to charge back the initial deposit.   Upon receipt of such written assurance, NPS will issue the full refund within five (5) business days.

National Protection Service respectfully submits this email in response to the above-referenced complaint.  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’ reputation has been impeccable and, as a result of strict protocols and 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 apologies.  The complainant’s name 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]
[redacted]
[redacted]
Direct: [redacted]
Cell: [redacted]
[redacted] [redacted]

National Protection Service ("NPS") respectfully submits this response to the Complaint filed by Mr. [redacted].  
Through training and oversight, NPS sales representatives are instructed present to each potential customer the purpose of the call, an overview...

of the coverage offered under the vehicle service contracts, the cancellation provisions and the price.  Furthermore, sales representatives are required, as a matter of policy, to disclose that the company is not affiliated with any manufacturer.  All customer contact information is culled from publicly available sources, such as voter registration records and telephone directories, and limited to name, address and phone number.  The company does not posses or purchase vehicle or warranty information. 
Given Mr. [redacted]' clear indication that he does not want the coverage, NPS will issued a refund in accordance with the terms and conditions of the service contract within the next 10 business days.

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.

see attached

Dear [redacted] 
I personally apologize for the delay in this response, but I have been out of my office on trial for several weeks.  In any event, while the company denies the allegations made in the complaint, the information provided in the most recent correspondence submitted on behalf of the complainant was sufficient to identify [redacted]' file and a full refund in the amount of $175 was issued earlier today.  
Sincerely,
[redacted]

Please be advised that, while National Protection Service insists that the transaction in question was entered voluntarily and without NPS’ knowledge of the age of the person contacted, and otherwise denies the allegations asserted in...

the complaint, it wishes, as a demonstration of good faith, to resolve this matter.   As such, NPS proposes issuing a full refund provided that (I) the complainant withdraws any chargeback requests made to their bank so as to avoid the prospect of a double refund, and (ii) upon submission of a letter from the contract holder, or someone who has Power of Attorney on her behalf, confirming that the service contract should be cancelled.  
I look forward to bringing this matter to a fair and quick conclusion. 
Kevin M[redacted]
Of Counsel

I receive calls from this company several times a week. If I don't answer, they don't leave a message. Sometimes when I answer they immediately hang up, sometimes I tell them I am not interested and then they hang up. Today when I got the call, I told the woman that I am not interested and she interrupted me to tell me listen to what she had to say before I decided I wasn't interested. I told her that the last time her company called me I told the guy I wasn't interested and to please stop calling me. She then said this is the first time they've called and that they log their calls. My cell phone also logs all calls and the last call I had from this company was 8/22....3 days ago! She said once again, that I need to listen before making a decision and there are over 200 companies out there offering warranties. I thanked her for listening to the customer, apologizing and taking me off their list (insert sarcasm here). She then said fine, we'll remove you before hanging up. Even if I was interested in extending my car warranty, that type of behavior would make me go elsewhere. Why would I want to do business with a company who hangs up, gives attitude, talks over people and doesn't listen to the customer they're soliciting???

Extremely rude company. Joe called and stated he was from National Protection Service about the extended warranty on my car. I said "Joe, I don't have that car any longer." And he replied "well I didn't tell you what car it was but whatever." I started to reply that I have two cars, both are new under factory warranty so I didn't need him to tell me which car it was but he hung up on me in the middle of my sentence. He called me during working hours on my work cell phone and then got irritated when I already knew what car he was speaking of? Terrible.

Review: This company starting calling me at 9:20 on Saturday morning to sell car warranties of some sort. When, I very nicely asked them to be removed from the list (which I have learned that begging is the only real way to keep them from calling}, the "sales" person began to adamantly argue with me. I called them back to make sure that was removed from their list and the supervisor "[redacted] then also began to argue with me over how I NEEDED this warranty. They also lied about where they are located, because I thought that the area code looked familiar and when I searched it, it came up Nashville and not New JerseyDesired Settlement: I need this business to cut off all contact with me and to NOT SELL MY NUMBER TO OTHER parasites such as themselves.

Business

Response:

National Protection Service ("NPS") respectfully submits this letter in response to the above-referenced complaint. As a preliminary matter, I note that, as you are well aware, NPS is located in Brick, New Jersey. And, in fact, that is the company's only location. Although the outbound calls may be placed using local circuits, the number appearing on the Caller ID in all instances, traces back to the Brick location.As for the balance of the complaint, NPS takes its telemarking compliance very seriously. To this end, I am writing to confirm that the complainant's phone number has been added to the company's internal do not call list, which presently exceeds 30 million names, so as to ensure that there are no further attempts to make contact.

Consumer

Response:

I am rejecting this response because:I have been told numerous times that my number was removed from this list, so therefore I do not believe what the company is telling me now since they have done nothing but lie to me.

Review: Received numerous calls and mailings regarding the expiration of my factory warranty. I am on a very tight budget and even though it would be a financial burden on my family I agreed finally to purchasing the warranty after the sales rep. stated he would hold my check info till I got paid and giving me a deal on the price. Down payment $199 and $139.50 monthly for 20 months. This was in late March early April. In meantime my husband passed away on April 26th. On Aug 21st I spoke to my car dealership and was told my factory warranty had not expired. They suggested I immed. cancel this new warranty. I called on Monday the 24th to National Protection Services to cancel my policy and the reason for cancel and was told I had to request this in writing which I immed. sent out same day. I also voiced my concern that they made me believe my warrenty had expired and that they represented my car dealership.Desired Settlement: I would like this business to in future make sure the customer is aware they are in no way affiliated with their car dealership and or who the original warranty is with plus explain that their warranty may not yet be expired. I also request full refund of all monies paid since this was deceptive sales practice and it caused undo financial problems of which monies could have been used for my other bills that are now overdue.

Business

Response:

see attached

Consumer

Response:

[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.]

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,