Protection Direct

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 Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2016/02/05) */ Mr [redacted] purchased the vehicle service contract November 30, and cancelled it January 4, As a sign of good faith, the down payment of $has been refunded to the consumerMr [redacted] should see the refund post to his credit/debit card within 24-hours We will consider this case closed as resolved Initial Consumer Rebuttal / [redacted] (2000, 9, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ In reference to this complaint, please be advised that Protection Direct is merely a selling agent of vehicle service contracts and plays no role in the outcome of submitted claims on said service contractsIn light of said complaint, our office has performed a full refund of the referenced account as well as reaching out the contract administrator for a claim denial explanation In reviewing our records, it was determined that Mr [redacted] purchased a service contract through our office for his Jaguar XF on 5/14/At the time of purchase, the consumer reported the vehicle's mileage as 103,milesIn reviewing our records we were unable to locate any other contracts for Mr [redacted] 's vehicle through Protection DirectIn reaching out to the contract administrator, it was determined that [redacted] with Jaguar of Elmhurst called in to submit a claim for Mr [redacted] 's vehicle on 12/28/ [redacted] advised the claim representative that Mr [redacted] 's vehicle was leaking fluid from the rear differential and needed to be replacedIn accordance with the terms and conditions of the contract language, Mr [redacted] was required to submit his past maintenance records for the covered vehicleUpon obtaining Mr [redacted] 's maintenance records, it was determined that the covered vehicle was in the same repair facility at the time the contract was purchasedThe maintenance records further showed that the same repairs were recommended to the customer at that time, but Mr [redacted] declined said repairsWe have attached a copy of this record for your reviewMr [redacted] 's claim was subsequently denied in accordance with the terms and conditions of the contract language, explicitly exclusion #2; Repair or replacement of a covered component/part to correct conditions that may reasonably be assumed to have existed at the inception date of the coverage provided by this CONTRACT (Pre-existing conditions) In communicating with the contract administrator, it was discovered that Mr [redacted] had a prior contract through another selling agentThe administrator reviewed the prior contract and determined that the coverage had expired due to mileage prior to the purchase of coverage with Protection DirectDue to the lapse in contract coverage, Mr [redacted] 's vehicle was required to endure a new validation periodFurthermore, the maintenance records clearly showed that the failures to Mr [redacted] 's vehicle were pre-existing to the purchase of the customer's contract with our companyAs such we feel this complaint against our company to be unwarranted and would respectfully request that your office consider this matter to be closed as INVALID

Revdex.com StLouis Office NBroadway StLouis, MO Re: [redacted] – [redacted] We have received correspondence from your office regarding complaint # [redacted] , made by Mr [redacted] against Protection DirectIt is important to note that Protection Direct is merely a third party selling agent of vehicle service contractsProtection Direct does not participate in the processing of claims submitted under said service contractAll claims are processed by the service contract administratorIn light of Mr***’s complaint, we have conducted a detailed review of the referenced account Per our records, Mr [redacted] contacted our office on February 18, to purchase the referenced vehicle service contract During the sales communication, Mr [redacted] was clearly advised as to the coverage of the contract, as well as his rights and obligations to the purchase of said service contractMoreover, before Mr [redacted] gave his final authorization for the purchase of the coverage, a representative performed a complete recap of the terms of purchase for the service contractMr [redacted] was informed that a contract booklet would be sent the address providedDuring the recap, Mr [redacted] advised to thoroughly read through the contract booklet to ensure that the coverage adheres to his needs and expectationsMr [redacted] was clearly advised that he had thirty days to review the coverage, during which time he could cancel and receive a full refund of all monies paidPer our records, Mr***’s service contract booklet was printed on February 20, and mailed to the address on fileOur office had no further communication with Mr [redacted] until July 20, 2016, when the customer contacted our office requesting information for submitting a claim Mr [redacted] subsequently contacted our office on July 22, requesting the cancellation and refund of his coverage due to a non-covered claimOur representative offered to look into the Mr***’s claim in an attempt to offer assistance for the repair of the covered vehicleMr [redacted] subsequently refused said offer and requested the cancellation of his service contractAs such, Mr [redacted] was given the information necessary for the cancellation and refund of his service contractTo date our office has not received Mr***’s cancellation information As part of our review we also reached out to the contract administrator to obtain information regarding Mr***’s submitted claimPer the administrator, an initial claim was called in for a water pump and potential issue with the timing beltThe repair facility was subsequently advised to perform further diagnosis to determine the extent of the damage as well as an estimate for the repair of Mr***’s vehicleTo date no further calls or information has been received from the repair facility and the submitted claim remains idle Upon our receipt of said complaint, we attempted to contact Mr [redacted] to further discuss this matterIn our numerous attempts, we have been unsuccessful in communicating with Mr***At the current time Mr***’s contract has been noted for cancellation, pending our receipt of the required cancellation paperworkUpon our receipt of said paperwork, a pro-rata refund will be processed and issued in accordance with the terms and conditions of the contract languageIf Mr [redacted] wishes to further discuss this matter with us, he can contact our office at [redacted] We would respectfully request that you consider this matter to be closed as resolved Sincerely, [redacted] Protection Direct

We have received Ms [redacted] subsequent correspondence regarding complaint # [redacted] made against Protection DirectUpon receiving the customer ID number, we were able to successfully locate Ms [redacted] ’s fileAccording to our records, a marketing advertisement was sent to Ms [redacted] on April 24, Per Ms [redacted] ’s request we have subsequently added said file to our internal “Do Not Contact” listAccordingly, any marketing file received by Protection Direct referencing Ms [redacted] ’s information will be restricted from generation and deleted However, we feel it is important to note that there are numerous companies that utilize mail advertisements to market services similar to those offered by Protection DirectAccordingly, Protection Direct makes no representation as to the present or future business actions of said companies Moreover, please understand that consumer information is legally gathered, bought and sold everyday through a wide variety of sources nationwideAccordingly, due to the countless sources and manners in which said information is obtained, it is extremely difficult to identify the exact source of any one particular fileAs such, it would be impossible for Protection Direct definitively determine the exact source from which Ms [redacted] ’s information was obtained and any determination would be mere speculation on the part of Protection DirectThank You [redacted] Customer Service ManagerProtection Direct

Re: [redacted] – [redacted] This response is in reference to complaint case # [redacted] , made by Mr [redacted] against Protection DirectPlease understand that Protection Direct is an independent third party selling agent of vehicle service contracts and vehicle warrantiesProtection Direct carries no affiliation with any vehicle manufacturer and has furthermore never advertised any such affiliation in its marketing campaignAll advertisements distributed on behalf of our office clearly advise Protection Direct’s lack of affiliation with any vehicle manufacturer Furthermore, Protection Direct does not participate in the placement of unsolicited telephone calls for the marketing or sale of contractsAll sales are solely generated via mail advertisements or online lead generatorsAs such, any unsolicited telephone marketing communications received by Mr [redacted] would not have been placed by Protection DirectMoreover, in reviewing our marketing records, we were unable to locate any advertisement file for Mr [redacted] Our records indicated that Mr [redacted] ’s information was obtained via an online lead generatorAs such an electronic lead was subsequently generated and forwarded to our sales staff for processing Upon reviewing the initial sales communication, we were unable to locate any insinuation made on the behalf of Protection Direct that would lead Mr [redacted] into believing that we were affiliated with any particular vehicle manufacturerDuring the communication Mr [redacted] was clearly advised that the coverage being offered was the Protector 5/Product WarrantyMoreover, Mr [redacted] was provided with a mandatory day review period, during which time he could cancel said coverage and receive a full refundYet, in the spirit of consumer satisfaction, we have opted to authorize the return of all monies paid into said coverage by Mr [redacted] A refund check is currently being processed and will be sent to Mr [redacted] ’s home addressWith this resolution we would respectfully request that your office considers this matter to be closed as resolved Sincerely, [redacted] Protection Direct Tell us why here

We have received your correspondence in regards to complaint # [redacted] made by Mrs [redacted] against Protection DirectIt is important to understand that Protection Direct is merely an independent third party selling agent of vehicle warranty contractsAs the obligor, the Product Manufacturer and contract administrator are responsible for setting the terms and conditions contained within the contract language, as well as determining the outcome of any submitted claimsIn an effort to effectively address Mrs [redacted] ’s concerns, we have conducted a thorough review of the referenced matterOur records indicated that Mrs [redacted] purchased the referenced warranty contract for her Volvo XCon September 9, According to the report provided by Mrs [redacted] ’s insurance company, the covered vehicle was deemed a total loss on September 15, Per the cancellation procedure of the contract language it states;CANCELLATION PROCEDURE: If You are not satisfied with the performance of the Protector 5/product, the paid purchase price of the Protector 5/product will be fully refunded, and this limited product warranty will terminate, upon your written request postmarked within forty-five (45) days of the date of sale, and sent via regular mail to Your selling agent listed on the Declarations PageAfter forty-five (45) days, Your cancellation refund shall be calculated on a pro-rata basis based on the number of unused scheduled applications.Per the contract language, the annual installment date directly coincides with the sale date specified on the contract declaration pageAccordingly, Mrs [redacted] had initiated her fourth year of coverage at the time the vehicle was declared a total loss by her insurance companyAs such, the amount refunded to Mrs [redacted] is correct per the terms and conditions set forth in the contract bookletHowever, we have subsequently reached out to the contract administrator to further discuss Mrs [redacted] ’s accountIn the spirit of good consumer relations, the administrator has ultimately decided to authorize a refund of the fourth year of coverage due to the total loss circumstances and brief amount of time the contract was active into the fourth installment yearAccordingly, we have processed a refund check in the amount of $and mailed to Mrs [redacted] ’s home address on fileWe have provided a copy of said check for your reviewWith this resolution, we would respectfully request that your office considers this matter to be closed as resolved Regards, [redacted] Customer Service ManagerProtection Direct

Complaint: [redacted] I am rejecting this response because: The "customer ID" is [redacted] - I guess that is the marketing number you are referring toThe pushy spam was sent from your Sauget company Again, I want to know how you got my personal information so that I can follow up with the respective authority or unauthorized seller of my data Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have not received this amount he claims to have sentnoe was I ever told when I purchased this insurance that I would have to provide maintenance logsI informed them that the decrepancies were due to a clerical earer on the part of my oil change company and that a letter was given to also state that Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/08) */
Ms*** purchased the product warranty November 21, and cancelled it November 30, Per the terms of the product warranty, if cancelled within the initial day review period a full refund is due to the consumer
A full refund
was processed for Ms*** December 1, $was refunded back to the VISA used by the consumer to purchase the product warranty
We will consider this case closed as resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
InaccurateWas cancelled on 11/21/by voicemail as well as emailRefund was not processed until 12/7/
After numerous emails requesting refundVery poor business practicesConsumers beware!

Initial Business Response /* (1000, 10, 2015/08/10) */
Ms*** purchased the vehicle service contract 8/27/and cancelled it effective 5/28/Per the Administrator, the only claim filed was May 27, by *** *** *** During the adjudication of the claim, maintenance records were
requested by the AdministratorThe maintenance records were not received from either the repair facility or the consumerThe next day, the Ms*** cancelled the coverage
In addition to requesting maintenance records while adjudicating the claim, the Administrator pulls Carfax reports on the vehiclesThe Carfax report revealed a mileage discrepancyThe beginning mileage reported by the consumer on the contract and the mileage reported to Carfax on that same date were completely differentPer #in the exclusions of the contract, "Ineligible vehicles....Any vehicle with true mileage unknown at contract inception date."
So, in accordance with the terms of the vehicle service contract, we are issuing a full refund of all monies paid due to the vehicle being ineligible for coverageA check in the amount of $will be sent to the customer via mail within 10-business days
We will consider this case closed as resolvedThank you

This response is in reference to complaint case #***, made by Mr*** *** against Protection DirectPlease understand that as the selling agent, Protection Direct plays no bearing on the
outcome of submitted claimsIn light of the referenced complaint, we subsequently conducted a detailed review of Mr***’s accountWe have furthermore reached out to the contract administrator for information regarding the referenced claim Our records indicated that Mr*** purchased the referenced coverage on May 13, for a Lincoln NavigatorAt the time of purchase Mr*** reported the vehicle’s mileage as 157,The contract administrator indicated that a repair claim was initiated on August 31, via *** with Crest LincolnAt the time the claim was initiated, the vehicle’s mileage was reported as 172,*** advised the administrator that the vehicle’s engine had failed and required replacementThe claim representative subsequently requested the vehicle’s maintenance records in accordance with the terms and conditions of the contract language. Mr*** submitted maintenance logs from two (2) different oil change facilities, but was unable to provide verifiable service purchase receipts for said workUpon reviewing the maintenance logs, it was determined that there were clear discrepancies between the sets of recordsOne (1) maintenance log reported the vehicle’s mileage to be 161,miles on March 7, 2016, while the other log indicated that the vehicle’s mileage was 161,on the same dayDue to the discrepancies, neither maintenance log was able to be accepted for the maintenance requirements On September 19, Mr*** contacted our office in regards to his claimMr*** was subsequently advised that he would have to provide verifiable service purchase receipts for the maintenance of his vehicle in order to proceed with the processing of his claimMr*** refused to send any further information and requested the cancellation of his contractWe subsequently cancelled Mr***’s contract and processed a pro-rata refund in accordance with the terms and conditions of the contract languageA check in the amount of $has been processed and sent to Mr***’s home addressIn conclusion, we respectfully request that your offices considers the matter to be closed as resolved Sincerely, *** ***Protection Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2016/01/07) */
We are in the process of trying to contact Mr*** directly in order to process his refund request
We will submit a final response once the consumer has been reached

We have received your correspondence in regards to complaint case #*** made by Ms*** *** against Protection DirectIn light of said correspondence we have conducted a thorough review of our marketing recordsDespite numerous attempts, we have been unsuccessful in locating any
marketing records for Ms*** based on the information providedAccordingly, we would ask that Ms*** provide a copy of the marketing piece or the identification number off of the advertisement for further review. Thank You *** ***Customer Service ManagerProtection Direct ***

Initial Business Response /* (1000, 7, 2016/02/02) */
Please be advised that Protection Direct is merely a selling agent of vehicle service contracts and holds no bearing on the outcome of submitted claimsAll submitted claims are processed by the contract administrator
Upon receipt of Mr
***'s complaint, our office performed a complete review of the referenced accountOur records indicated that Mr*** contacted Protection Direct on 12/9/to purchase coverage for his GMC Sierra In reviewing the initial sales communication, it was determined that Mr*** was clearly advised that the vehicle must endure a thirty (30) day and one thousand (1,000) mile validation period before any claims could be submittedMr*** was furthermore informed that the contract would not cover pre-existing failures nor would it cover failures that are present during the validation period
In reviewing the administrator records, it was determined that Mr*** contacted that administrator on 1/6/stating that his vehicle was diagnosed by a repair facility and was determined to have a failed engine mountAt the time Mr*** contacted the administrator advising of the failure to the engine mount, the vehicle was still in the validation periodOn 1/13/2016, Mr***'s repair facility, *** Cadillac & GMC called the contract administrator to submit a claim for the following repairs; engine mount, transmission cooler lines, power steering pressure hose and the oil pan gasketThe transmission cooler lines, power steering pressure hose and oil pan gasket were all non-covered components of the contract and denied in accordance with the contract languageDue to the failure being present during the validation period, the engine mount repair was denied in accordance with the terms and conditions of the contract language;
EXCLUSIONS: Failure must be the result of a proven mechanical failure caused by the failure of the Enhanced Protector 5/product, thus all pre-existing conditions shall not be covered
Furthermore, at the customer's request, an independent third party inspector was sent to inspect Mr***'s vehicleThe inspector furthermore verified the pre-existing nature of the failure, citing that the engine mount was weather cracked due to the time and miles, and was clearly pre-existing the contract inception dateAs such we feel that the determination of Mr***'s claim to be pre-existing failure, a valid denial based on the obtained informationWe feel that Mr***'s complaint itself only furthermore verifies that the fact that he knew the failures to be pre-existing
Mr*** subsequently requested the cancellation and full refund on his accountMr*** would only be due a pro-rata amount in accordance with the contract language, but in the spirit of good customer relations, we have decided to authorize a full refund of all monies paid into Mr***'s accountA refund check in the amount of $will be issued and mailed to Mr***'s home residence in the coming daysIn consideration of our review findings, along with the proposed resolution, we would respectfully request that your office consider this matter to be closed as resolved
Thank you
Initial Consumer Rebuttal /* (2000, 9, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com StLouis Office NBroadway StLouis, MO Re: *** * *** *** We have received your correspondence in regards to Ms***’s
complaint with your officeIn light of said complaint we have conducted a detailed review of our records in regards to the referenced account Our records indicated that Ms*** purchased the referenced coverage for her Nissan Juke on 6/16/The contract covered Ms***’s vehicle for forty-nine (49) months or 49,miles, expiring on 8/14/or once the vehicle hits 103,milesOur records indicated that Ms*** subsequently contacted our office on 6/6/to request the cancellation of her vehicle coverageUpon Ms***’s cancellation and refund request, she was advised to submit her written cancellation request along with mileage verification, as outlined in the contract language; To request cancellation, please send a request for cancellation to OUR address within days of the requested cancellation dateThe request shall include YOUR contract number, name, address, reason for cancellation, and certified odometer statement At the current time, our office has yet to receive the required cancellation information from the customer and have been unable to process Ms***’s refund requestYet, in the spirit of consumer satisfaction, we have elected to accept the referenced complaint as Ms***’s formal cancellation requestAs such we have processed Ms***’s refund and a check in the amount of $has been sent to Ms***’s home addressWe anticipate that the customer will be receiving said check in the coming daysIn light of this resolution, we would respectfully request that your office considers this matter to be, closed as resolved Sincerely, *** *** Protection Direct Tell us why here

Initial Business Response /* (1000, 8, 2015/10/05) */
Ms*** purchased the vehicle service contract May 19, and cancelled it July 28,
The customer's prorated refund has been calculated and a check generatedCheck number XXXXX in the amount of $was sent to the customer
September 24, via mail
We will consider this case closed as resolved

Initial Business Response /* (1000, 5, 2016/02/05) */
Please be advised that Protection Direct is merely a selling agent of vehicle service contracts and plays no role in the outcome of submitted claimsAs such our office has reached out to the contract administrator for a claim denial
explanation
In reviewing this matter it was determined that Mr*** brought the covered vehicle into *** *** Ford on 1/15/due to an engine noiseUpon diagnosis, Don with *** *** Ford contacted the contract administrator to submit a claim for the repair of Mr***'s vehicleIn accordance with the terms and conditions of the contract language, the administrator requested Mr***'s maintenance recordsUpon discussing this matter with the customer, it was determined that Mr*** performed his own maintenance on the vehicle and was unable to provide the necessary maintenance documentationAttempts were made to collect records for work done to Mr***'s vehicle, but unfortunately said records did not contain information pertinent to the referenced repair workAs such Mr***'s claim currently sat idle waiting for the required maintenance records
Upon receipt of the customer's complaint our office attempted to reach out to Mr*** to further discuss this matterMr*** was advised that due to the lack of proper maintenance records, we would be unable to provide coverage to the referenced vehiclePer the contract language Mr*** would only be due a pro-rata refund, but in the spirit of good customer relations, our office has opted to issue Mr*** a full refund of all monies paid into said coverageMr*** was more than satisfied with this resolutionAs such we have issued Mr*** a check in the amount of $3,We anticipate that Mr*** will be receiving this check in 10-business days
In consideration of this resolution we would respectfully request that you consider this matter against our company, closed as resolved
Initial Consumer Rebuttal /* (3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept there responce when I receive the full refund of the amount I paid and agree to resolve this issue$3,

We have received Ms. [redacted] subsequent correspondence regarding complaint #[redacted] made against Protection Direct. Upon receiving the customer ID number, we were able to successfully locate Ms. [redacted]’s file. According to our records, a marketing advertisement was sent to Ms. [redacted] on April 24, 2018. Per Ms. [redacted]’s request we have subsequently added said file to our internal “Do Not Contact” list. Accordingly, any marketing file received by Protection Direct referencing Ms. [redacted]’s information will be restricted from generation and deleted.  However, we feel it is important to note that there are numerous companies that utilize mail advertisements to market services similar to those offered by Protection Direct. Accordingly, Protection Direct makes no representation as to the present or future business actions of said companies.  Moreover, please understand that consumer information is legally gathered, bought and sold everyday through a wide variety of sources nationwide. Accordingly, due to the countless sources and manners in which said information is obtained, it is extremely difficult to identify the exact source of any one particular file. As such, it would be impossible for Protection Direct definitively determine the exact source from which Ms. [redacted]’s information was obtained and any determination would be mere speculation on the part of Protection Direct. Thank You  [redacted]Customer Service ManagerProtection Direct