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Dear Representative of Revdex.com:First I want to start with a sincere apology to the client.With that being said I always try to be the best employee I can be.I try to treat all clients with the utmost respect and take pride in all aspects of my job, both sales and customer service.After speaking with the representative of the insurance company I was able to get the credit card refund approval numberHowever the representative told me that the number is all they can provide to show the proof of the refund, Attached is the refund approval numberIt can take anywhere from to days to receive the refund through any company depending on the bank of the consumer.The refund should have been issued back to the client's credit card.However if the card has still not been refunded I would be more then happy to take the necessary steps to make sure the client received the refund.In order to do this we will need the client's bank statements to ensure the refund has not been issued.Again, I give my deepest apology that this mistake was made from the beginning and will do whatever it takes to insure this issue has been resolved.Sincerely,Joyce F

06/26/2015To whom it may concern:I, Julie *C*** did speak briefly with *** ***, who informed me that she had obtained auto insurance through our agency and had spoke with sharronShe said that she had found a cheaper rate through *** and had called sharron back hours after policy
inception and told her “I found cheaper insurance so I no longer want this policy and told sharron (*** exact words) to deal with itI then informed her that since she had taken the car off the lot and had the insurance for hours that she would need to send over a request in writing stating that she would like to cancel her policyI told her to put her name, policy number, the reason for the cancellation, the date and her signature along with a copy of the new insurance, she then began to get upset.*** *** stated that she had spoke to *** regarding flat canceling the policy and was trying to get a full refund of her deposit, She asked me about the deposit and where the $70,was that she had paid, I informed her that the $70,is a broker application fee which was nonrefundable which she was informed of at the time of sales (which I offered to send her a copy of her policy documents) again she got mad and told me that she only had the insurance for hours and that it was *** *** and that we will no longer get any more referrals out of the dealership she bought her car from and promtly hung up on meShe also spoke with several other employees as well before talking to me, all of which the same answer was givin to her.I was in no way rude to her, I handed the situation in a professional manner and never once hung up on herI never heard anything more about this situation until I received this complaintI am sorry for any inconvience this may have cause: you Thank you for you time and consideration with this matter.Sincerely,Julie C

Bear Representative Of Revdex.com:My response to customers statement;On 11/21/2015 the customer polled in for Insurance and was told the down payment was $228.00 which included a $80.00 application fee. When the policy was released our agent made a error and charged the full amount of $228,00 towards the...

premium of the policy and then charged the $80.00 application fee. What needed to be done was have $80 refunded from the premium but since the Insurance company is not open on the weekend. We refunded the $80.00 application fee to keep the total at the agreeded amount of $228. 00When I returned to work on Tuesday 11/25/2015 I was directed to correct this matter. I called the insurance company and asked them to refund the agency the $80.00 but the insurance company made a mistake and refunded the customers credit card the $80.00.Then I submitted the $80.00 application fee again. Still totaling the agreeded amount of $228.00The client called in on 11/25/2015 and was very upset saying she was over charged.I explained what had happened but she did not understand. The Customer then asked to speak to a supervisor so I told her that was not a problem and I asked her to hold for a moment while I transferred her over. When I tried to transfer her to the supervisor I lost the call. After this happened I went to the supervisor and asked her to call her to explain the billing matter with her and I also asked my supervisor to apologize for the disconnect while transfering.Before my supervisor had a chance to call her back the customer was calling in again.My supervisor proceeded to explain the billing matter to her several times but the customer did not understand, She was told that she was getting the refund to her credit card (not a check) from the Insurance Company for $80.00 and that what she was seeing was the money being switched around to the correct accounts but still only totaling the agreeded amount of $228. 00I have attached all the documents showing the grand total of $228,00Please contact me with any questions of concerns,Sincerly,Joyce F

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. There are several inaccuracies in the response, such as the claim of the 24 hours--it was 20 minutes. Also, I only ever spoke to Sharron and Julie, once each, and it was Julie who hung up on me. I never used the "F" word, though I admit to saying BS. Obviously, this agency is trying to cover itself. However, since I received a refund of the $70 within a day of filing this complaint, I will consider the matter closed.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I want to make this completely clear. It has been almost one month since this incident and the refund has been made. This was never about the dollar amount or I would have stated for my resolve I wanted a refund. When the incident occurred there was no communication what so ever between your company and me as a customer. So back to the start as you keep implying when the charge was there me as the customer was just informed that it was a mistake that's it no other explanation was given. She apologized and fixed it that it then to happen again I'm calling to see how could another mistake happen days later and what exactly is the significance of the dollar amount chosen. I was hung up on when the prices were explained stated "You can't get money that does not belong to you!" At that time I was out $308 and someone telling me know you only paid $228 all together  and I'm saying I did not and can show that I wasn't.  Then to be hung up on when asked to be connected to a supervisor after someone is telling me that I'm crazy basically. Then for the supervisor to then say that she was sitting next to rep and she never told me anything about the fee prices was an out right LIE how would I know if she didn't tell me because the very 1st rep never stated anything to me or the car salesman. And for the supervisor to say she that they DO NOT have the call a customer because I contract was signed. But just with the circumstances of the situation why would you not call to inform the customer that something was done incorrectly. To end both ladies were horribly rude and disrespectful and I suggest that their company starts recording their phone interactions with the customers because they need extra training.  I also will like to add that out of the two women I spoke to the only one to respond was the rep not the supervisor
Regards,
[redacted]

Dear Representative of Revdex.com:First I want to start with a sincere apology to the client.With that being said I always try to be the best employee I can be.I try to treat all clients with the utmost respect and take pride in all aspects of my job, both sales and customer service.After speaking with the representative of the insurance company I was able to get the credit card refund approval number. However the representative told me that the number is all they can provide to show the proof of the refund, Attached is the refund approval number. It can take anywhere from 3 to 10 days to receive the refund through any company depending on the bank of the consumer.The refund should have been issued back to the client's credit card.However if the card has still not been refunded I would be more then happy to take the necessary steps to make sure the client received the refund.In order to do this we will need the client's bank statements to ensure the refund has not been issued.Again, I give my deepest apology that this mistake was made from the beginning and will do whatever it takes to insure this issue has been resolved.Sincerely,Joyce F

06/26/2015
To whom it may concern:I, Julie *. C[redacted] did speak briefly with [redacted], who informed me that she had obtained auto insurance through our agency and had spoke with sharron. She said that she had found a cheaper rate through [redacted] and had called sharron back 24 hours...

after policy inception and told her “I found cheaper insurance so I no longer want this policy and told sharron ([redacted] exact words) to deal with it. I then informed her that since she had taken the car off the lot and had the insurance for 24 hours that she would need to send over a request in writing stating that she would like to cancel her policy. I told her to put her name, policy number, the reason for the cancellation, the date and her signature along with a copy of the new insurance, she then began to get upset.[redacted] stated that she had spoke to [redacted] regarding flat canceling the policy and was trying to get a full refund of her deposit, She asked me about the deposit and where the $70,00 was that she had paid, I informed her that the $70,00 is a broker application fee which was nonrefundable which she was informed of at the time of sales (which I offered to send her a copy of her policy documents) again she got mad and told me that she only had the insurance for 24 hours and that it was [redacted] and that we will no longer get any more referrals out of the dealership she bought her car from and promtly hung up on me. She also spoke with several other employees as well before talking to me, all of which the same answer was givin to her.I was in no way rude to her, I handed the situation in a professional manner and never once hung up on her. I never heard anything more about this situation until I received this complaint. I am sorry for any inconvience this may have cause: you . Thank you for you time and consideration with this matter.
Sincerely,Julie C.

Bear Representative Of Revdex.com:My response to customers statement;On 11/21/2015 the customer polled in for Insurance and was told the down payment was $228.00 which included a $80.00 application fee. When the policy was released our agent made a error and charged the full amount of...

$228,00 towards the premium of the policy and then charged the $80.00 application fee. What needed to be done was have $80 refunded from the premium but since the Insurance company is not open on the weekend. We refunded the $80.00 application fee to keep the total at the agreeded amount of $228. 00When I returned to work on Tuesday 11/25/2015 I was directed to correct this matter. I called the insurance company and asked them to refund the agency the $80.00 but the insurance company made a mistake and refunded the customers credit card the $80.00.Then I submitted the $80.00 application fee again. Still totaling the agreeded amount of $228.00The client called in on 11/25/2015 and was very upset saying she was over charged.I explained what had happened but she did not understand. The Customer then asked to speak to a supervisor so I told her that was not a problem and I asked her to hold for a moment while I transferred her over. When I tried to transfer her to the supervisor I lost the call. After this happened I went to the supervisor and asked her to call her to explain the billing matter with her and I also asked my supervisor to apologize for the disconnect while transfering.Before my supervisor had a chance to call her back the customer was calling in again.My supervisor proceeded to explain the billing matter to her several times but the customer did not understand, She was told that she was getting the refund to her credit card (not a check) from the Insurance Company for $80.00 and that what she was seeing was the money being switched around to the correct accounts but still only totaling the agreeded amount of $228. 00I have attached all the documents showing the grand total of $228,00Please contact me with any questions of concerns,Sincerly,Joyce F