RED Auto Protection

The customer has already been promptly refunded their full down payment and spoke with him to ensure customer satisfaction. Customer is satisfied with the refund outcome so am requesting to be closed as information only. Please let me know if you are needing any confirmation refund receipt or any...

further questions. Thank you.

[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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:It's a total lie.I will be going through phone records to prove they are lying and will follow with suit against them.
Regards,
[redacted]

[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]

To Whom It May Concern (Kansas City Revdex.com):We are in receipt of the above complaint from Mr./Ms. [redacted]. Mr. [redacted] purchased their Extended Vehicle Service Contract from RED Auto Protection on October 27th, 2016 the customer wished to post-date their payment to November. On November 21st, 2016,...

the customer called in and requested that we take out her down payment on December 2nd, 2016, which we actually took out on December 9th. On December 19th, 2016, the customer called in stating that they did not authorize the above payment to be withdrawn. Our compliance team was sent an e-mail to pull the initial call to verify this. When the call was pulled it was found that the amount was indeed authorized and we were not able to locate a call where they cancelled prior to this authorization. The customer was called several times by us, and we did not get a hold of the customer.Upon receipt of this complaint, as a courtesy we have elected to give the customer a full refund. This refund for $174.35 with transaction ID number [redacted] was issued on 1/10/2017. The customer has been fully refunded and should now be resolved. Signed, Elijah [redacted]Chief Executive OfficerRED Auto Protection, INC

To Whom it May Concern,The cus[redacted]er, Mr. [redacted], has been issued a pro-rated refund on behalf of [redacted] Auto Protection as well as given a deduction on his other policy to accommodate all of his requests. The refund check was expedited due to the situation and spoke to the cus[redacted]er to give him...

confirmation of the refund request. I have attached the refund check receipt confirming the cus[redacted]er has in fact been properly refunded. This complaint has already been resolved with the cus[redacted]er's request being fulfilled as to have their pro-rated refund hono[redacted]. Please let me know if you have any further questions or concerns. Thank you[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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:I haven't gotten my 75 back into my bank account yet like they said that they did
Regards,
[redacted]

[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]

August 7,
To Whom It May Concern (Kansas City
Revdex.com):
Mr[redacted] contacted RED Auto Protection to cancel his
protection plan on 8/6/and spoke with [redacted]After their
conversation, [redacted] properly submitted his request for cancellation.
I personally reviewed the call between RED Auto Protection
and Mr[redacted]On the call, [redacted] was not rude in any way, shape or form[redacted]
did ask Mr[redacted] why he wanted to cancel, as we try to provide excellent
customer service and figure out why someone is wanting to discontinue his plan
After Mr[redacted] insisted that he didn't want the plan, [redacted] cancelled him
out.
As we tell all customers, refunds are disbursed within 7-
days from the date of cancellationThis is an automated process and we have
limited control over this processWe do not manually override the process
unless there was a mistake by our company, which in this case there was
not.
This complaint has already been resolvedSince the
customer's only resolution was that the refund not take up to days and the
customer should have heard the refund would be 7-days, we are hereby asking
that this complaint be dismissed as information only due to the fact that the
customer is essentially seeking resolution that was already provided prior to
him filing a Revdex.com complaintFurthermore, the information that the CSR was rude
was inaccurateWe are happy to provide any necessary call recordings to
substantiate this.
Please contact me if you have any further questions
Signed,
[redacted]
Chief Operating
Officer
Red Auto Protection,
Inc
College Blvd
Overland Park,
Kansas

To Whom it May Concern, RED Auto Protection took immediate action to resolve the concerns brought to our attention by the customer, [redacted], and we are confident of the customer's satisfaction. This complaint has been resolved with Mr. [redacted]' request being fulfilled. Please...

let me know if you have any further questions or concerns.  Respectfully,[redacted]Chief Operations OfficerRED Auto Protection, INC

---------- Forwarded message ----------From: [redacted]<[redacted]>Date: Mon, Mar 13, 2017 at 10:39 PMSubject: Re: You have a new message from the Revdex.com of Greater Kansas City in regards to your complaint #[redacted].To: Revdex.com...

<[redacted]>From   [redacted]On March 13, at about 11:00, I talked to [redacted] who is a manager at Red Auto Protection.  He has informed me that he is going to refund me part of the money that I paid on the warranty plan.  We did agree upon a partial payment of $339.60 and to resolve this claim.   However, if I don't receive the payment that he has promised me in a timely manner, I will reinstate this claim.  Mr. [redacted] was very polite when I talked to him and he was the only person who tried to help me, unlike the people in the claims department who were rude and unprofessional.

[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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: Please adhere to FCC rules and cross check your call list to the federal do not call list, as required by law.
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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: I was contacted multiple times by this company and advised I was not interested prior to 4/20/17. I never asked for a call back. The lady I spoke to last before the 5/8/17 call asked if I knew who my coverage was with, under my dealers policy and when I was unable to answer her, she said she would call me back later that evening. I intentionally did not answer the call because I was not interested. I never scheduled a call to take place on 5/1/2017 as this is a day when I'm working and cannot take personal calls. That is a complete lie. On 5/8/17, I received another call and answered it.  In frustration, I asked the initial operator what company they were with and she immediately transfer me to a warrantee specialist which is when I spoke to the gentleman. After telling him of the previous conversations with the other woman, he proceeded to continue to push for the sale. As  I told the previously told the last woman, I told the man on the  phone that I already had an extended warranty through my dealership. If he wanted to mail me information, I would research it. He persisted and told me to get on the Internet right then and there so he could show me the ratings of my current extended warranty company. He then pushed for me to make a down payment and that I would have a 30 day return policy. He suggested I make the down payment on my credit card and take the 30 days to research the materials. I refused his offer and again explained I was not interested in any sales.  His last words to me were, "so is this going to be on a debit card or a credit  card today for the down payment?" The man did not listen to a word I said and I disconnected the call.  Since May 8, 2017,  I have received three additional calls for an extended warranty policy. When I questioned the operators if they were calling from Red Auto sales department, the calls were disconnected by the operator.  I hope the company will stick by their word and discontinue any calls to me and keep me on the DNC list… Forever! 
Regards,
[redacted]

Revdex.com:
It is correct that I paid $2510.00 for this contract, that was my mistake. The correct contract amount was used in calculating the pro rated refund.Again in response to the original letter of cancellation, I wrote, signed, and sent that on October 27th or 28th. I have no reason to allege anything, this is truth. I received no confirmation of receipt from RED until I called RED on December 28th, 2016. During this call, the CSR told me that my letter of cancellation needed to be notarized. This indicates my letter was received sometime prior to 12/28/16. I asked the CSR why I never received anything from RED stating the need for notarization, the CSR replied that the notification they sent me must have been lost in the mail. That is a ridiculous excuse for a business to make and you said it yourself in your original response letter that the US mail can take up to 7 days. Typically businesses stamp a received date on things delivered from the mail once delivered, I suggest you try it. I also educated the CSR that there is nothing in the contract about needing notarization on the letter of cancellation and that I followed all the steps required. After this phone call the same day (12/28/16), I rewrote my original letter of cancellation, signed, notarized, and sent this letter a second time. No correspondence was received again until a CSR from RED called on 2/3/17 who said it could take 24 to 48 hours to confirm the cancel, then up to 90 days until refunded. Again I waited and no response was received. I went online and messaged the support desk on 4/27/17 for a follow up on the matter and nothing was done again. Keep in mind I do not own this vehicle anymore during this time and should not have a warranty policy for something I do not have. Finally RED responds when I made this complaint with the Revdex.com in May (6 months later) and things are being done and communicated.I find it disgusting that an individual has to go this far to see action. This business should have a scarlet letter on if for the public to be warned, if this is how things are handled. By the way, I have received the refund check for $1598.33, but I have not received the other payment of $209.00 at this time.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Good luck continuing to do business as you have,
[redacted]

To Whom It May Concern: This customer's notice of cancellation was not scanned until 10/27/2017. It takes our accounting department up to 30 days from the date of scan to process a refund. In an effort to give this customer best service, we will be issuing this customer a refund on Monday,...

November 20th, 2017, and will be waiving our $75.00 cancellation fee. This customer should receive her refund within 7 days of issuance, as we will be sending the refund FedEx. Our accounting department will be e-mailing her a trac[redacted] number once the refund is sent out.  Signed, RED Auto Protection, INC

We have reviewed the content of this complaint.  In addition to administering it's own service contracts through an affiliated company, RED Auto Administration, RED Auto Protection also uses the services of other third party administrators in other states. In the case of Mr. [redacted],...

this service contract was administered by Royal Administration, INC, which is the company that denied his claim. On the surface, a compressor would be covered under his Royal Contract (contract is attached)... We do not have record of contact whereby the customer attempted to contact RED Auto for resolution - the contact he must have been speaking of must have been with Royal Administration. In this case, RED Auto does not have any control over the claims adjudication process - please see the attached service contract (which was sent to him three times, see the attached screen shot of mail records as well).  Since this complaint is in regards to the way his claims were adjudicated by Royal, we are hereby requesting that the Revdex.com transfer this complaint to Royal Administration's Revdex.com profile for resolution, or close the complaint as "information only" as RED Auto was not the cause of the complaint or the entity the customer is complaining about, as in this case we are not legally able to pay claims for this customer. That responsibility is on Royal.  Signed, [redacted] Chief Executive Officer RED Auto Protection, INC

After research and investigation, we have found no record of contact to the above referenced phone number for this customer. We keep records of each and every customer we contact, and we have searched our database for the above number and found that it does not exist. It is possible that...

this is a terminated or disgruntled employee who is posing as a customer. We are hereby requesting that the customer furnish some proof that it is indeed RED Auto that contacted the customer, so we may further research the details of this complaint. If the customer cannot provide proof, we hereby request that this complaint be closed out as 'information only" as we have not had any record of contact with this customer and the customer did not actually purchase a product from us. In the interim, in the event this is a valid customer, we have added the telephone number referenced in the complaint to our internal DNC list, so that number will not be contacted again if it indeed was.

Attached is a receipt of the funds in the amount of $75 being placed back into the customer account to resolve this matter with a transaction id number [redacted] i hope this helps [redacted] moving forward and we ask that this matter be closed as resolved thank you

To Whom It May Concerned:Mr. [redacted] purchased an Extended Vehicle Service Contract from RED Auto Protection, INC on 9/13/2017. Each service contract that is sold by RED Auto Protection is given a 30 day/1000 mile waiting period to ensure that the customer does not have a pre-existing condition and...

did not purchase the service contract in an attempt to defraud RED Auto Protection. On 9/19/2017 the customer called in inquiring about everything that was covered under his service contract. On 11/07/2017, nearly 45 days after purchase, a claim was called in from Alexandria BMW on Mr. [redacted]'s vehicle. The reported failures were an A/C compressor clutch and a belt. The repair facility (Eun @ Alexandria BMW) stated on the phone call that it was a long-term failure. Thus, the claim was denied due to a Pre-Existing condition. On 11/09/2017, Mr. [redacted] called in and demanded to cancel. Per the notes of his conversation with Mr. [redacted], the Customer Service Manager, Mr. [redacted] admitted on the telephone call that "he had to wait 30 days to use it". In our opinion, this customer purchased the service contract in a clear effort to get us to cover a pre-existing condition on his vehicle. The service contract is now in a cancellation status and the customer will not be billed. However, we will not be giving the customer a "full refund". In the complaint the customer alleges we are a "scam", however, the evidence points to the reality that the customer was attempting to "scam" us, and was caught. The purpose of our service contract is to cover problems and failures that occur after purchase of the service contract, not cover problems that already were existing. Signed,RED Auto Protection, INC

There are numerous companies that are engaged in outbound telemarketing.Most companies call the same list of leads.While we have no record of calling this customer, we have added him to our internal DNC list so we will not physically be able to call this customer. The phone number on record that the customer mentioned does not belong to RED Auto Protection.

I got of hold the customer and explained that she cancelled with our company on 12/15/2017 and our merchant account sends out the refund checks in 7-14 days from cancellation and she filed the complaint on 12/18/2017 so we did not have a chance to at least give her the desired refund amount so she...

said as soon as she receives her check she would feel better about the situation