RED Auto Protection

Ms*** cancelled her Vehicle Service Contract on 3/23/with RED Auto Protection (the date we received her letter of cancellation) It can take anywhere from 30-days for a refund to be processed, as we must wait to have funds returned from the finance company, which we explained to
Ms*** in a call on 4/13/Ms*** called in again on 5/1/demanding her refund, and stating she felt she had been lied toAfter contacting the finance company, whom at the time had not yet processed the paperwork, we informed Ms*** her refund was still being processed, but to resolve her issue we would push the finance company to expedite the process and she would receive the refund within daysMs*** called again on May 23rd, upset she had not received her refund, to which we responded that refunds generally take days to process, but to accommodate her we had expedited the refund, and her check would be mailed out the following weekMs***'s prorated refund check was issued the following week as promised on 6/1/2017, and was delivered on 6/2/Ms*** is encouraged to contact us at ###-###-#### if she has any additional questionsWe apologize for any inconvenience or delays she may have experienced. Signed,Hunter ***Director of Legal Affairs and ComplianceRED Auto Protection, INC

In response to the complaint we are very apologetic to any and all ***'s concerns and as stated by *** she said she called to cancel on 11/10/on a previous recording which we can provide however we show no activity on that date in our system or recording because whenever anyone
opens this file there is activity in the account weather they place notes or not I have provided a picture of the activity on ***s file and there is only activity on the 11/28/We see that she called in on the 11/28/spoke to a CSR and they explained the benefits of the coverage and based on the recording which we can provide she decided to keep the coverage I have also provided the notes of the call for 11/28/17.*** also stated in the complaint that she is owed as a refund however she only placed a split $down payment on 10/27/which is when she activated and we waived the other half of the down payment which I provided a picture of the money she paid to activateI also provided a picture of the Finance company activity and there was no money withdrawn for monthly eitherI also provided a picture of the coverage contract where it states that if she cancels after the day review she forfeits her investment which she activated on 10/27/and tried to cancel on 11/28/and actually officially cancelled on 12/11/which I also provided a picture of the cancellation notes in our system on 12/11/so she was passed her day review period so she was not owed a refund based on the contract however to resolve this issue we have tried to reach out to *** and offer her her down payment of $back but she has not answered any of our callsI will try to reach out to *** to offer her the down payment of $to resolve the issue ( We can only upload pictures however we will provide the rest via email)

To Whom It May Concern (Kansas City Revdex.com): This customer was called three times. The first instance was on April 20th, The customer at that time requested a call back, which was set for 5/1/2017. On 5/1/2017, the customer was not home or was unavailable. On
5/8/2017, after discussing the product, the customer indicated that they were not interested in the productThe call was dis-positioned in the system as being a not interested customer, and thus contact ceased. The customer has been added to the internal DNC list, and thus will not be contacted at any time in the future by RED Auto Protection or any affiliated entity. Signed, Elijah N***Chief Executive OfficerRED Auto Protection, INC

I appreciate the quick response that RED Auto Protection has madeBut, I won't believe this copy of payment until I see it in the mail, being that I have been given the excuse of US mail issues with sending and receiving items with this company, of which I will share with you.There are a couple things I would like to dispute in the Customer Refund Calculation WorksheetI have attached a copy of my calculations (in red) alongside their calculations and also attached my Premier Plus Service Contract for proof of contract cost. The first dispute I have is with the "Total Months of Policy" line itemMy initial letter of cancellation was signed and sent on 10/27/following Section XCANCELLATIONS of the contractAfter waiting some time for a response from RED, I called on 12/28/to follow up on the cancellation statusThe CSR responded that the letter must be notarized (this indicates that the letter was received?????)Needing notarization is not written in the contract under cancellationsRED also didn't bother to reach out to me with a call, text, email, or letter to inform me that notarization was necessary? The CSR replied when I asked on the phone why nothing was received and they said that it must have been lost in the mailAs you said in your previous letter ".....US mail, so it can take up to days...."The calculation sheet uses months, where I calculate the refund using months (see attached).The second dispute I have is with the "Total Paid By Customer" line itemI do not know where the $amount was generated from? I have attached my Premier Plus Service Contract where you can see highlighted my "Contract Purchase Price" of $Why would this not be the number used in the refund calculations? In Secion XCANCELLATIONS "The pro-rated refund shall be calculated by taking the total cost of this Contract and dividing it by the total term of the contract in both miles and time in months.".Correcting the "total months had policy" and "total customer cost" and "total paid by customer" amount, as you can see from my attached calculations, I see my pro-rated refund being $Correct me if I'm wrong?Thank you,
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me. I will await the Fed Ex and check arriving.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:I just want them to put my back into my account today and end this problem I have been though enough lie with them thank you for helping me also I would like to get a responds back when it gets into my account again thank you
Regards,
*** ***

We are in receipt of this complaint. We have no record of contact with this customer, with the telephone number above. However, we have added his telephone number to our internal DNC list, so the number is not called anymore. Since we have no record of contact, could you please advise
the customer to send proof that it was RED Auto Protection that contacted him? Since this customer did not purchase a service contract from us, we are hereby requesting that this complaint be closed out as "Information Only" since there was no financial damage caused by us engaging in a business relationship

This is in response to Mr***'s rejection. Mr*** originally was sold a service contract in the amount of $3,410.00.However, on August 17th, 2015, he called us and let us know the plan was too expensive, and we offered an account deduction, reducing the price to $2,510.00. We have attached a screenshot from ***, as well as our down payment merchant account showing the actual amount he paid inThe total amount he paid in is $2,He did not pay $3,410.00. The pro-rated refund is calculated off of the ACTUAL amount paid in. Furthermore, Mr*** alleges that the refund notice was sent five months in priorWhile we do not have record of that, on 5/15/he spoke with our customer service manager ***, who offered him an additional $to compesnate him for the months he is speaking of. All checks have been sent out of our office. We hope this resolves this complaint. Signed,Elijah N***CEO

Attached are emails sent to *** *** in response to her concerns of the refund owed to her accountWe have also have reached out to Mrs*** via phone calls and left messages to call us back to resolve the issueWe have sent her a refund amount of for the down payments of and
monthly payment of We apologize for any inconvenience that Mrs*** experienced we take customer service extremely serious and we hope that we were able to satisfy her concern and hope to help her and many customer in the future with there Vehicle Protection needs

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We reached out to the customer via phone call and explained that we will be sending out her check amount of on 12/15/and will provide a tracking number to resolve the issueShe said she would be expecting her refund with the week

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:The business is lying.MY letter was received by them on August not in SeptemberThis has been confirmed by their various call center executives time and again when I called, please ask for all the calls recording that they do and go through it, it will clearly show you when I submitted the letter and when they received it.I can pull up all dates when I called them ask for recording for all those daysI hate business like this that lie
Regards,
*** ***

To Whom It May Concern:We have received this complaint. To resolve this customer's complaint, we have expedited the customer's refund of $165.00. Typically, a refund takes us 7-days to issue, however in the name of customer service we have expedited it. This complaint should now be
resolved. Signed,RED Auto Protection, INC

This customer's letter of cancellation was received on September 2jnd, 2017. Pro-rata refunds take up to days to be issued to the customerTheir refund was queued to be sent out on November 20th, 2017, however, due to the holidays it will be sent out today, November 30th, It will be
sent FedEx overnight, so the customer should receive their refund on December 1st,

RED Auto Protection has no record of this person being contacted at the frequency specified in this e-mail. We are hereby requesting that the person provide documentation showing that we have indeed contacted this customerIn the interim, we have added this customer's name and contact
information to our internal DNC list so we will not contact them any further. If we do not receive any verification on this, since this person is not a customer and no money was taken, we request that this complaint be closed as "Information Only"

To Whom It May Concern (Kansas City Revdex.com):Mr*** cancelled his Vehicle Service Contract on 3/11/with RED Auto Protection (the date we received his letter of cancellation) It can take up to days for a refund to be processed, as we must wait to have funds returned to our company by
the administrator/insurer to us, at which point we then issue the remaining portion back to the customer. While we still have not received a refund back from the administrator/insurer, in the spirit of resolving this complaint for Mr***, we are electing to issue him his pro-rated refund today, 5/9/We have issued his pro-rated refund check and mailed it to his addressWe have attached proof of the refund to this letterIt was sent via US mail, so it can take up to days for the refund to be receivedThe contract was cancelled with a 2/1/cancellation date, to ensure he is given the most money, since that was the day we show as contact being established whereby he indicated verbally his desire to cancel Mr*** is encouraged to contact us at ###-###-#### if he has any additional questionsWe apologize for any inconvenience or delays he may have experienced.Signed, Elijah N***Chief Executive OfficerRED Auto Protection, INC

To Whom It May Concern (Kansas City Revdex.com): Mr. [redacted] purchased a Vehicle Service Contract from RED Auto Protection, INC on 11/9/2016. I have pulled the call recording between Mr. [redacted] and our company. He agreed on 11/9/2016 to pay $3,367.00 for the protection plan. He agreed to pay a down...

payment of $168.35 and 24 monthly installments of $133.28 until the service contract was paid in full, or until he elected to cancel. On 12/13/2016, he called us to cancel. We offered to defer a monthly payment (once his first payment was made), to which he agreed. His first payment was made on 12/9/2016 for $133.27. Due to a billing error on our end (that was caused by a new customer service agent's mistake), the customer was not in January. The customer contacted us on 1/23/2017. We informed him that we would be issuing him a refund for the $133.27 plus a $35.00 overdraft fee that his bank charged him. This check was issued on 2/7/2017, which was 14 business days after the request was made. The customer's account is now cancelled, and is showing a cancelled status in our system. As an additional customer courtesy, we will be refunding him $100.00 for his inconvenience in resolving this complaint. I have personally attempted to contact this customer 4 times on his telephone number of record, ###-###-#### but he has not answered. We will be sending the check to his address of record. The customer is encouraged to call us at ###-###-#### and dial option 1 at any time if he has any further questions or if we may be of any further assistance. The refund will be disbursed tomorrow, 5/10/2017 and will take around 7 days to reach his address at [redacted], Chicago, IL 60660.We hope this is an acceptable resolution to the customer. Signed,Elijah [redacted]Chief Executive OfficerRED Auto Protection, INC

---------- Forwarded message ----------From: <[redacted]>Date: Tue, Mar 14, 2017 at 9:19 PMSubject: My Complaint [redacted]To: "[redacted]" <[redacted]>Cc: "[redacted].com" <[redacted].com>Hello, I was...

looking to retract my complaint with Red Auto P[redacted]. Their company representatives, [redacted] and [redacted], handled my complaint with expedience. It was agreed to release me my full refund, and offered me an official apology. Please let me know what I may need to do to mark this complaint as resolved or allowed to be retracted. Complaint #[redacted] Regards,[redacted] Sent from Mail for Windows 10

RED Auto Protection has pulled all of its telephone records, and we have no record of contacting this customer at the number listed on this complaint.While we have added the telephone number to our internal DNC list, we hereby request this customer to furnish us some type of proof that they were...

contacted at this telephone number. If this proof cannot be furnished, we hereby request that this complaint be closed out as information only or deleted from our Revdex.com profile, as it could be a complaint filed by a competitor or former employee.

[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]