National Protection Service

Review: A representative of this company called my elderly (81yrs), impaired mother and coerced her to buy an auto warranty by telling her that she had not paid her insurance and that she was in danger of losing her car. He further convinced her to give her banking information to him. $299 was removed from her account. She received contracts and payment stubs in the mail, yet she was unaware that she was purchasing a warranty that had monthly payments. When I called the company, I was told that they had a binding contract with my mother, but I could request a cancellation by letter. I believe that the company took advantage of my mother who is often confused. They also violated the Do Not Call regulations. Businesses like this prey on the fears of the elderly.Desired Settlement: The best outcome would be that companies cease the practices that prey on the elderly. In addition, I would like a cancellation of this "warranty" for a car that is driven about one mile per week, and a full refund of the $299.00 that was taken from an 81 year-old woman on a fixed income. Abide by the Do Not Call regulations, and do not call my mother again.

Business

Response:

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,

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 because they have refunded my mother's money, find that this resolution is satisfactory to me. I must further state that I reject the statements regarding solicitation of the elderly. There are numerous examples that can be found in blogs and articles on the internet, which support my claim that auto warranty companies use high-pressure techniques to sell these policies to elderly or naive individuals. After talking to my mother for two minutes, a salesperson would be aware that my mother is elderly and easily-confused. I also further claim that the business practices involved in this case violate the Do Not Call rules. Hopefully, the FTC will continue their investigation of this aspect of the case and fine this company accordingly.

Regards,

Review: >20 calls over >six months, despite repeated requests to be removed from their call list.Desired Settlement: No more calls!

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I received yet another call yesterday.

Regards,

Review: A representative from NPS called my home 9/22/15 offering an extended vehicle warranty. I informed the representative that I wasn't familiar with their company so I didn't want to sign up. She stated I could signup for a 30 day trail period for $175 and could cancel the policy anytime within that window. I phoned the company back 9/23/15 to cancel the policy. A female representative offered me the same policy, but with a lower monthly rate. I informed her that I was not I interested in a lower rate, that I was looking at selling the vehicle and moving out of state and just wanted to cancel the policy. She then stated that wasn't the reason and demanded to know the real reason I wanted to cancel the policy. I informed the representative my reasons were irrelevant and that I wanted the policy cancelled. She then stated the policy had already been put in the mail and that she was trying to save me money. She then stated she was not going to cancel the policy because of my reasons. She stated I was to mail the policy back when they arrived and then hung up the phone.

I called the company back and spoke with another representative and explained the situation. He stated he would send my information over to cancellation and have them to contact me. I tried to explain that I didn't understand what the problem was with the previous representative. He then stated that he didn't see what was confusing since he was sending everything over to be refunded.Desired Settlement: Refund of debited amount of $175.00 and agreement to never contact my residence again.

Business

Response:

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.

Review: I have repeatedly told National Protection Service to STOP calling my work and cell numbers asking for my wife and trying to sell us warranty services. They continue to call 5-10 times per week. It is getting ridiculous.Desired Settlement: Stop calling me, and give me written confirmation that you will not call me, my wife, on our home, work, or cell phone numbers ever again.

Business

Response:

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.

Review: I have been receiving 'cold' calls from this 'company' on both my cell phone and landline phone and have repeatedly asked, then told, demanded to be removed from their calling lists as their 'service' is NOT needed (along with multiple other supposed companies offering the same lies). Today the caller asked for my wife rather than I. the caller then told me that they have records showing I have a vehicle no longer under warranty with no protection (lie number one), I ask after which vehicle this is and am told due to laws she is not able to tell me (about MY vehicle, and lie number 2/continuation of lie 1). She begins to get aggressive toward me when I request knowing what vehicle they are showing as its MY property and I have every right to know, I ask to be transferred to a supervisor. Once I am with the new person she immediately starts off aggressive and hostile as I once again ask for which of MY vehicles is no longer covered. This carry on continues for several minutes untill she 'vanishes off the phone and a male 'supervisor' picks up. I ask him about how they know I have a vehicle that is not covered, he tells me they do NOT know this but are sort of canvasing for business (revealing previous lies). I ask for information on whom I can contact for a formal complain and was only given the name "[redacted]" in response. I asked for the url for the company he claims they are only phone based with no website (although there is a website under the exact same name offering the exact same service, lie #... I lost count..) I also ask for contact details for the CEO and am told he doesnt have them, or even know the ceo's name.Desired Settlement: I think this 'company' should stop with the lies, stop with the over the top aggressive demanding and almost threatening behavior of their phone operators and supervisors. I can understand how many people would feel threatened by this kind of bullying and harassment from strangers who they had never even invited to contact them via cold calling. Its DISGUSTING that this is allowed to continue in this day and age. Its VILE how these people are allowed to talk to people, and then how they are allowed to reply with such utter disrespect when someone asks a simple question in a calm way that reverts their own horrible behavior back on to them. In an ideal world these people should all be fired the company closed down for their sickeningly bad business practices, but I realize in the America we have now this is the norm and it will be allowed to continue unabated.

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the business is apparently trying to paint me as a liar. the statements made in my original communication are truthful and this response from them is just as I would of expected based upon my previous interactions(during the phone call itself). I presume now things will be swept under the rug and in this car the victim will be brushed off, as clearly their personnel are thoroughly 'trained' to read a script. I must of imagined being told the answers that are contained in my original complaint. I do, however, request a copy of the entire phone call for my records

(at least two employees confirmed that casks are recorded for monitoring and training purposes, so it shouldn't be an issue for me to review this so I can consider how best to proceed with this complaint)

Regards,[redacted]

Review: The company called and said that my car (they listed my make and model) warranty was expiring and if I paid them that they could "extend" the warranty. They suggested that they were somehow connected to Mazda who provides a manufacturer's warranty. They deceptively said that my warranty was expiring when it will not expire for years. This is an identical fraudulent sales pitch used by the many telemarketers who call my cell phone daily to sell "extended warranties on behalf of my car company." The Revdex.com lists this company as having an A rating which will mislead any consumer who checks the website. Any company whose standard sales pitch is purposefully deceptive should not have a good Revdex.com rating. Companies across the US are being prosecuted for using the same sales techniques that this company uses.Desired Settlement: I want them to stop claiming that they represent my car warranty company. I want them to stop lying and telling people that their car warranty is expiring. I want the Revdex.com to list the details of my complaint on the site so that other consumers can beware of any sales pitch this company makes.

Business

Response:

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.

Consumer

Response:

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.

Review: This company calls me multiple times a week (sometimes multiple times a day) about renewing the warranty my [redacted] dealer sold me with the car. I have told them over and over that I will not renew the warranty and to remove me from the list but they continue to harass me. They leave messages and send advertising misleadingly labelled (repeatedly) as "final notice," trying to trick potential customers into thinking they MUST renew. They are dishonest and bothersome to the point of harassment. They are rude on the phone and will not leave me alone.Desired Settlement: I want them to leave me alone. I want them to never call me again.

Business

Response:

Setllel, Inc. d/b/a National Protection Service ("NPS") respectfully submits this letter in response to the Complaint filed by Mr. [redacted]. Although NPS denies the allegations to the extent that they imply that NPS has misrepresented the nature of its efforts to contact Mr. [redacted], or that NPS intends to harass Mr. [redacted], NPS takes its do not call obligations very seriously. As such, in light of Mr. [redacted]' Complaint and the nature of the relief sought, NPS has added his phone number to its internal do not call registry so that there are no future attempts to contact him. NPS, of course, apologies for any inconvenience or confusion that it may have caused Mr. [redacted].

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, though I still believe the business' practices to be unethical.

Someone from this number kept calling and would never leave a message. When I would call back it went straight to a dial tone. I called back after a missed call this morning (Saturday) and I could not understand the woman's voice (she sounded like she may have been eating) and she was very rude while explaining who the business is. When I said I wasn't interested she said ok and hung up. This business needs operators with better phone etiquette.

Review: I was called by National Protection Service, about my relatively new [redacted]. I was advised that my Warranty had expired and they worked with [redacted] directly and were calling to extend the factory warranty.

Upon checking with [redacted], they were not affiliated with [redacted] and my warranty had not even expired. They refuse to cancel service and return my money for misrepresenting the sale. They never mailed me anything and refuse to refund my money.Desired Settlement: I believe this transaction was done based on 100% misrepresentation and the fact they never mailed me any details should have clued me in on this earlier. If they weren't affiliated with [redacted] and had I known my warranty hadn't expired I would have never given them anything.

Business

Response:

Review: The telemarketing sales group of this company led my 85 year-old mother to purchase auto warranty protection on a 15-year old car she no longer drives. My mother thought she was late on her auto liability insurance, so gave the agent a check and routing number to pay. First of all, my mother was misled; secondly, even if she understood it and needed the product, rates are very high. And lastly, the person I spoke with on the phone just two business days later to cancel the service was the same person my mom spoke with and acted as if he couldn't remember and said it would take 30 days to refund the money. Further, he [redacted]) was unwilling to put a cancelation in writing or email to me or my mother.

This is simply an occurrence of a telemarking company preying on uninformed and in some cases elderly people. Poor business practices, lacking integrity.Desired Settlement: I'm asking for an immediate refund, and confirmation letter that the service has been cancelled. Also, no further contact to my mother (violation of do not call list). Also, I didn't feel like I was talking to a B+ Revdex.com rated company...not sure how ratings are arrived at.

Thank you.

Business

Response:

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.

Consumer

Response:

Review: [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,

Business

Response:

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,

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,

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 6/2/2015 at 4:12 p.m. from [redacted], who did not identify himself and the company he works for. [redacted] 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 purchased. I told [redacted] that I have asked about 6 different times now to be removed from their list which obviously has never been honored.

I bought my car a couple years ago and still have quite a bit of time on my warranty through the dealership, and have also discussed other options through them once that warranty is over. I have been receiving at least three calls a week from this company in the past few months. I have explained multiple times that I am not in need of their services and to please take me off the call list. Today I received a call that was the straw that broke the camels back for me. I spoke to a man named Mark today and he was both condescending and rude to me for absolutely no reason. When I told him that I had a system figured out with my dealership he said "hmmm. well I wonder why they're telling you that you don't need a warranty, because they want to charge you $90 each time" in an extremely offensive tone. When I explained that I had been bombarded with calls from them and would like to be removed from their call list as I am very busy with work phone calls and meetings he responded "Well I'm sorry for trying to save you money" and hung up on me. The customer service was absolutely atrocious and I would be extremely disappointed if someone on my staff was talking to potential customers the way he spoke to me. Not only did he make me feel extremely uncomfortable, but he put the nail in the coffin on my decision to NEVER use this company and it's services. I would never recommend anyone to work with this company, EVER.

Review: I have received multiple calls from this company and have asked multiple times to be removed from their call list without compliance.Desired Settlement: I would like my phone number to be removed from their call list. I have asked multiple times without compliance.

Business

Response: