Total Care Auto Powered by Landcar

Complaint: [redacted] I am rejecting this response because:I contacted Landcar using my landline at my place of employment to prevent dropped calls and having to get the runaround by landcar every time I have to call backPlease do not include remarks which question my integrityIt does not make sense for me to put in a Revdex.com complaint without first trying to resolve the issue myselfVery unprofessional for a "director" to include backhanded remarks on a response to a complaint I never had a chance to give my warrantee/coverage number because nobody knew what I was talking about when I would tell them the coverage questions were about "Appearanceplus by Landcar exterior protection plus paint/ding and dent warranty" as exactly stated on the contract I am having trouble understanding your response "The warranty does not cover scratches and dents are only covered if they do not need paint under the dent & ding repair process"The coverage should cover all since the contract clearly states "Appearanceplus by Landcar exterior protection plus paint/ding and dent warranty"If it doesnt this is advertising Is there a department/phone number specific to this warrantee? As I stated in my original complaint nobody seems to know what I am talking about when I call requesting more information about Appearanceplus by Landcar exterior protection plus paint/ding and dent warranty Sincerely, Ignacio S [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and consider this matter closedI finally got a refund check months after initiating the requestOf course I was charged a 27% cancellation fee which I am sure was in the fine print somewhere of the contract that I never receivedWhen I stopped by the dealership to pick up my check I had a question about the amount but the receptionist got the same "run around" from your staff as I did for the past six months---passed from person to person---the receptionist at the dealership was getting very frustrated with the staff you have at Larry Miller Toyota in Peoria AZFinally when she could not get anyone to come and talk to me - the receptionist figured out the amount discrepancy must be the cancellation feeThe only thing I can say is that you treat your customers very badly - I can't imagine what would have happened if I had a discrepancy with a claim? [redacted] ***

my reference to a phone number not being on file was simply I could not track who he had talked to If he calls the number he has referred to and hits the prompts for claims they will be able to answer questions he hasIf you read the contract it is a paintless ding/dent repairScratches do take off paint and cannot be repaired using the paintless repair procedureWithout the contract we do not know which of the options he purchased but will be happy to answer any questions he may have

We have reached out to the store to help coordinate the cancellation of the products purchased by the customerThe store has indicated that they will offer a full refund

It appears as though the customer purchased a contract in conjunction with the purchase of a vehicleIf the customer wishes to cancel the contract, please request a cancellation form from " [redacted] @totalcareauto.com" with the information noted in this and we will process the cancellation as soon as we receive it and determine that form in good order, usually within business days.Please include your email address and contact information so that we can contact you with questions

Complaint: ***
I am rejecting this response because: (A) there is no contract as contracts go, it needs to include a signature...there was no signature so therefore that money is due us immediately! (B) it is coercive tactics to "require" a form of cancellation when there is nothing to cancel! You will cease and desist immediately all matters pertaining to the sale of any of your products! As I stated in the complaint, you have days to comply! Larry HMiller took excess monies for this Warranty without our knowledge nor informed us of the unrealistic contingencies This is not a valid contract with you nor with Larry HMiller, simply because Robert H*** name is just typed below the line where it says "Dealers signature"There is no valid signatures from either paty, but yet the money was taken! We will proceed to another level if need be I refuse to submit my email to the business! My privacy is important to me! How dare you ask for my email so you can contact me I would have called you directly had I wanted direct contact with you!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: As I stated before, it is not a valid contract, which implies that the monies was absconded illegally No signatures, no deal, no contract, just money taken from us It is therefore assumed that you cannot require us to fill out a form to gain the monies back Simplify this by utilizing the address you have on file for us Do the right thing I have sent my requests to you, you choose not to honor these requests and then make statements of accusations about the business that was the cause of thisIt is quite curious that you refuse to admit error but yet blame the company that lines your pockets You do have control over the business that provides this so called "WARRANTY" , simply do not do business with them any longer, because there are more than myself that have problems with you and your business tactics Those who sold this piece of paper, are they trained by you or your staff on how to sell this? If not, why not? If you trained them to be honest, go over the documents thoroughly with the customer, would it affect the bottom line for you....my guess, you'd be out of business! Curious on how much this $dollars will hurt your business, if it does, then somethings wrong here Please honor the request provided herein and aforementioned in previous communique.
Sincerely,
*** ***

Total Care Auto has decided to pay this claim for ***, per the terms of the contract to maintain good and reputable customer service After reviewing the claim, we decided that *** was entitled to payment It was initially denied, and we do appreciate the customer's right to appeal
to permit us to look deeper into the claim We certainly apologize for any inconvenience suffered, and we hope that we can maintain a good relationship with ***

We certainly appreciate the opportunity to resolve any issues regarding Mr*** *** Mr*** was able to pick up his refund a few weeks ago, and therefore he has received the payment entitled to him per his contract We do apologize for inconvenience and the length of time Mr***
suffered as a result, however I was able to follow up very closely with the particular dealership that owed him the money and was indeed informed this has been resolved Thank you

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. Thank you!!
Sincerely,
[redacted]

my reference to a phone number not being on file was simply I could not track who he had talked to.  If he calls the 800 number he has referred to and hits the prompts for claims they will be able to answer questions he has. If you read the contract it is a paintless ding/dent repair. Scratches do take off paint and cannot be repaired using the paintless repair procedure. Without the contract we do not know which of the options he purchased but will be happy to answer any questions he may have

Revdex.com of UtahAttn:  Lisa W[redacted]Re:  Complaint [redacted]In the complaint the customer indicates that he purchased the warranty two months ago, however, the purchase date is listed as 5/23/15 which is approximately three weeks from the complaint date. We did not have a copy...

of the contract sent to us by the dealership and although we cannot find his daytime number is any of our phone logs, we would not have had any information on this vehicle.  This is why no one could give him any information on his product warranty.  Typically a contract can take up to 30 days or more to be submitted as they are trying to fund the loan.  He indicates that he wants 3 dents/scratches repaired on the vehicle.  The warranty does not cover scratches and dents are only covered if they do not need paint under the dent & ding repair process.  Also these dents/scratches cannot have been on the vehicle when he purchased it.Once we receive the contract from the dealership we will be happy to have someone inspect their vehicle to see if it qualifies for repair.Jean F[redacted]Operations Director[redacted]

In reviewing the customer's complaint, it was determined that the adjustor made an error in judgment as to whether or not the claim was to be covered. In escalating the issue to our Risk Manager, we have modified our decision and will cover the claim as requested. We ask that the...

customer return to the dealership where he purchased the contract and visit with the Service Manager. We will contact that Service Manager and explain the situation. If the customer has paid the claim, we will need a copy of the Repair Order indicating it was paid and we can reimburse him for the charges.  We apologize for the error and appreciate the opportunity to correct our mistake.

We have reached out to the customer via a response to her complaint to attempt to resolve her concern. It appears to Total Care Auto, powered by Landcar, (TCA) that her concern is with the dealership where she purchased the vehicle. TCA offers products for dealerships to sell to customers who purchase vehicles, and unfortunately cannot control the various sales practices that are used by the finance managers at the dealerships.We offered the customer the ability to request a cancellation form through our email system ([redacted]@totalcareauto.com) but she has refused, citing concerns about privacy. I can assure her that the only reason we would use this would be to facilitate the cancellation of the product. However, she can certainly reach out to me directly at ###-###-####, but in order for TCA to process the refund of the amount disputed she will have to complete a cancellation form and return it to us. We will process the cancellation the moment we receive it.If the customer is upset with the sales practices used at the store, it might be beneficial to either contact the store directly and speak with the general manager to express her concerns or file a Revdex.com compliant for the store.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and consider this matter closed. I finally got a refund check 6 months after initiating the request. Of course I was charged a 27% cancellation fee which I am sure was in the fine print somewhere of the contract that I never received. When I stopped by the dealership to pick up my check I had a question about the amount but the receptionist got the same "run around" from your staff as I did for the past six months---passed from person to person---the receptionist at the dealership was getting very frustrated with the staff you have at Larry Miller Toyota in Peoria AZ. Finally when she could not get anyone to come and talk to me - the receptionist figured out the amount discrepancy must be the cancellation fee. The only thing I can say is that you treat your customers very badly - I can't imagine what would have happened if I had a discrepancy with a claim? [redacted]

We have reached out to the store to help coordinate the cancellation of the products purchased by the customer. The store has indicated that they will offer a full refund.

Complaint:
[redacted]
I am rejecting this response because:I
contacted Landcar using my landline at my place of employment to prevent
dropped calls and having to get the runaround by landcar every time I have to
call back. Please do not include remarks which question my integrity. It does
not make sense for me to put in a Revdex.com complaint without first trying to resolve
the issue myself. Very unprofessional for a "director" to include
backhanded remarks on a response to a complaint.
I never
had a chance to give my warrantee/coverage number because nobody knew what I
was talking about when I would tell them the coverage questions were about "Appearanceplus by Landcar
exterior protection plus paint/ding and dent warranty" as exactly stated on the contract.
I am
having trouble understanding your response "The warranty does not cover
scratches and dents are only covered if they do not need paint under the dent
& ding repair process". The coverage should cover all 3 since the
contract clearly states "Appearanceplus by Landcar exterior protection
plus paint/ding and dent warranty". If it doesnt this is false
advertising.
Is there a
department/phone number specific to this warrantee? As I stated in my original
complaint nobody seems to know what I am talking about when I call requesting
more information about Appearanceplus by Landcar exterior protection plus
paint/ding and dent warranty.
Sincerely,
Ignacio S[redacted]

It appears as though the customer purchased a contract in conjunction with the purchase of a vehicle. If the customer wishes to cancel the contract, please request a cancellation form from "[redacted]@totalcareauto.com" with the information noted in this  and we will process the cancellation as...

soon as we receive it and determine that form in good order, usually within 14 business days.Please include your email address and contact information so that we can contact you with questions.