True Auto, LLC

his company is so dishonest and there was no mention of his being belligerent and rude and not letting me cancel. I'm 89 years old and I was still shaking an hour after conversation. I don't want to accept until I see the refund.

Mr. [redacted],                 The policy states that you the customer are responsible for mailing in the "notorized" letter of cancel with the current mileage to receive a refund.  We mailed you 2 letters of...

cancel, as a courtesy, to be filled out and notorized for your refund.  Since you havent received either of these for some reason, we will just leave it up to you, as the policy states is your responsibility anyway.  Please mail in a notorized letter of cancel with your current mileage and we will then process your refund for you.  This will save the trouble of us mailing it again and you not recieving it again.

Please let me know when you mail the check out. Regards,
[redacted]

Mr. [redacted],            I really sorry to hear that you want to move your business to a different company with an F rating.  We get about 15k calls a month hear at True Auto, so I find it hard to believe that you have called for months to cancel and couldn't get...

through.  We have 30 employees to answer calls, and you didn't have any trouble getting through when you called to purchase to warranty, so it seems you got a call from  a competitor of ours and that what made you want to cancel.  At any rate if you couldn't get through to us you could have sent an email to us, or called the finance company to cancel, or contacted us through our website, all of which is in your policy book.  Per your request, I have canceled your coverage with us, and issued your pro-rated refund of $230.28 back to your credit card ending in [redacted].  Since we are all here at the Revdex.com taking care of these issues, why don't you ask them to give you some information about your new warranty provider and their rating with the Revdex.com. Regards,[redacted]True Auto

Mrs. [redacted],         [redacted] is in our retention dept. and it is his job to explain to customers why they need the coverage when they call to cancel.  As you mentioned, when he talked to your mom she agreed to keep the coverage, again that is his...

job.  When we received the letter from your mom, that another company told her to write, and how to write, so they could steal our business he called her as he should.  This is an ongoing investigation.  That company has hijacked our customer base and is calling all of them to tell them to cancel our policy and go with their company.  This is illegal and violates the FCC law of outbound calling.  They are also not accredited with the Revdex.com.  This was all explained to your mother, and she decided to stay with them. As per her wishes, [redacted] canceled your moms policy on 7-29-15.  We wish you the best with your new policy.  A full refund of 800.00 will not be issued as she has to pay for the time she had the coverage with us since 3-12-15.  This is stated in the policy that we mailed her. Your mom will be issued a pro-rated refund of 425.73 minus any claims that were paid, if their were any.

Mrs. [redacted],         I'm sorry you are upset, however your mother called to purchase the coverage for the CRV.  It was purchased on 1-4-18 and canceled on 3-13-18.  We processed the refund the next business day on the 14th.  This is the first I have heard of...

the flat tire issue or any of this.  We are an agent for an insurance company and they provide the roadside assistance.  I am unaware of what happened, but we would be glad to help if made aware.Regards,[redacted]True Auto LLC

Mrs. [redacted],           First let me offer my sincere apologies from True Auto.  The first warranty that you bought was from [redacted] where you purchased the car.  True Auto has nothing to do with that car lot and had nothing to do with the purchase of the 12 month 12k mile warranty that you bought from them when you bought the car.  We are simply a third party warranty company offering continued coverage for your Ford Focus.  Our rep spoke with you on Friday, 10/21/16 and was terminated on Monday, 10/24/16.  We do not train our agents that way and do not tolerate that kind of behavior.  In no form or fashion are you required to keep any kind of warranty coverage on your vehicle and it will not be repossessed if you decide to go without it.  Again I apologize for his behavior. Regards,[redacted]True Auto

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]

Mr. [redacted],       I have review the claim that was denied.  As you were told during the disclosure of the original sales call, and as it is stated in your policy that we mailed you, there is a 30 day and a 1000 mile waiting period before you can file a claim.  Your...

starting mileage that you gave us when you started the policy was 206,580 miles.  The mileage on your Grand Prix when you filed the claim was 207,013, that means you have only driven 433 miles since you got the policy, and you are still in the waiting period, this is why the claim was denied.  If you wish to cancel, just give us a call at the number below and we can take care of that for you. Regards,[redacted]True Auto LLC[redacted]

Mrs. [redacted],                 I apologize for the confusion, but we did not call your mother.  We mailed her a letter and she called us. At the time of her call to us, she also provided her VIN #, current...

mileage and payment information to purchase the policy.  I am sorry that she doesn't remember any of this.  We canceled the policy the same day that you called in, on the 10th of February, and mailed the refund out 7 days after receiving the letter of cancel from you on 2-22-16.  The refund check, mailed on 2-29-16 was check # 6375.

We were actually on the phone with the customer when this came through our email.  He logged on to the Revdex.com site and told the agent he was chatting with that he wishes to cancel the complaint. Regards,[redacted]

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....

I spoke with the business and they provided to me the details needed to have work done on the car. Thank you very much!
Regards,
[redacted]

Mrs. [redacted],              Running the payment early was a honest mistake by Ken, it doesn't do anyone any good to run it early because this is what happens.  Now you don't have any coverage for your vehicle and we don't...

have a happy customer with you.  We tried to refund the credit card that you purchased with but you had closed it.  We have mailed you a refund check for the 175.00, the check # is [redacted].  It was put in the mail this morning after you called us and informed us that you had canceled the original credit card and therefore didn't get the refund.  Have a blessed day. Regards,[redacted]True Auto

Thank You.

Mrs. [redacted],             I am sorry but there must be some confusion.  Your mom paid the down payment of $160.00 on 12-29-16, and made one monthly payment of $126.67 on 2-5-16, totaling $286.67, not $400 dollars.  We have all the facts in our data base and the phone calls recorded.  Everything was handled in the exact manner that it should have been, from the sale and the disclosure, to the cancelation and refund process.  We even set the first monthly payment date 35 days from the date of the down payment to give your mom an extra 5 days to review the policy. Then 5 more days later, you called us to cancel, and we did as you wished.  Again, as I mentioned before, if you don't have the refund check by the 14th, let me know so I can stop payment on it and issue another one.

Mr. [redacted],            I apologize if you think someone was rude to you, but our retention dept. is supposed to try and save people from canceling and in doing that they have to ask some questions.  They are not trying to be rude in any...

form or fashion.  However, let me explain the charges to you.  Your policies total cost was 3400 for 5 years which breaks down to $56.66 per month.  You had the coverage for 15 months, ($56.66 x 15 months = $850.00)  You paid in a total of $1814.67.  1814.67 - 850 = 964.67, then subtract a $25 cancel fee and you get 939.67.  Then subtract the claims that were paid, 394.73 and that equals 544.94.  544.94 should have been your refund, but you got a check for 700.81 which means our secretary figured your refund wrong and you got more than you should have.  We have not ask for the difference back, as that is our fault.  I hope this clears everything up for you.  If not please see your policy for the refund procedures and how they are figured, as it is all listed in there for you or give me a call and I will explain it to you again. Regards, [redacted]True Auto LLC

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]  [redacted]`

Mrs. [redacted],               I am stopping payment on the first check that we sent and mailing another one today.  Please let me now when you receive it.