[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.
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:As I said previously, my wife, who is a two-time stroke victim, received an unsolicited phone call from [redacted] of NWVA. Since my initial complaint, having spoken to my wife in further detail about this phone call, Mr. [redacted] was told as much by my wife. She suggested that he call back later to speak with me when I returned from work. He said that if she did not respond to this offer of protection on this phone call that the protection would no longer be available. My wife did not know what to do so she decided to give Mr. [redacted] a credit card number. Mr. [redacted] also informed my wife that if we decided against this protection, all we HAD to do was call and decline. A few days later, I called NWVA and spoke with [redacted]. Mr. [redacted] told me to wait until the contract came in the mail, to read it over. If I decided against the protection, all I needed to do was call back and decline. At that time the $250.00 deposit would be refunded. Mr. [redacted] never mentioned that I would need to submit IN WRITING a cancellation request. In my opinion this business is a "hard sell" business and preys upon the indecision of its prospective clients. This business is also misleading people into thinking that to decline their offer, all they have to do is call. The written cancellation requirement is only mentioned in the contract that you receive in the mail.
Regards,
[redacted]
Hello [redacted] Thank you for your review regarding your experience with our company. We use all feedback, positive or negative, to ensure our company is always improving. From the number that you provided above, I was able to review any information we might have had in regards to...
contacting you. You were contacted twice. I do see that on 8/24/2017, you spoke with a representative for 80 seconds and expressed that you were not interested in our product. The call ended. You spoke with another representative on 9/7/2017, wished to be added to our DNC (do not call) list after 100 seconds and the representative dis-positioned the phone number directly to our DNC list. With that being said, you should not be contacted by our office again unless you express your interest in receiving our calls. We do apologize for the inconvenience and if it caused any concern, but rest assured it has been handled on our end. If there is anything else you may need, or if you have any other questions or concerns - please don't hesitate to contact me directly at [redacted] I'm in the office from 9-5 Monday - Friday Eastern time.
[redacted] Thank you for your inquiry. Upon looking into your contract with us, it does show as cancelled. Additionally, you are entitled to a refund. Please contact us Monday-Friday 9AM-5PM EST at [redacted] to speak with a member of management regarding a refund to you. Thank...
[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]
Hello [redacted] Thank you for submitting a review regarding your experience with MVA. We use all reviews to ensure we are always upgrading our customer experience. We do record and monitor all of our calls for quality assurance purposes. After reviewing all of the phone calls linked...
to your account, it sounds as though our customer support staff was polite and informative regarding the policies and procedures of a cancellation. There are also no calls where a representative hung up on you while inquiring about a refund. In fact, you received a call on 11/10/2017 letting you know that your deposit refund was completed and should show up in your account with 48-72 hours. We apologize for not having received your letter the first time. Without a tracking number on the letter, we would have no idea what could have happened to it. As far as the faxed letters are concerned, the only one received was on 1/9/2018. We use an online fax system that does track each fax going in and out, dated, with the status. A fax has not been received prior to 1/9/2018. Now, due to your letter being dated for November as well as us refunding our initial deposit on 11/10, we did cancel out your account so that no future billing will occur. Also, the finance company has been alerted to refund the payment that was drafted on 12/4/2017 in the amount of $137.75. You shall see this refund within the same 48-72 hour time frame. We apologize again for the discrepancy, but we did our best to ensure you were handled properly. If you have any other questions or conerns, please call us at [redacted] and ask for a supervisor of compliance. Thank you!
[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]
I am rejecting this response because: all I wanted is to process my cancellation of the policy. You...
even said the packet that was mailed to me was just info of the policy and don't have a policy cancellation form. To cancel is to write a written policy from me so I can get my refund of $300. That's what I want to accomplish here. It was deceiving from the first agent who got my account information and process it then later on told me $300 will be taken out from my account. On which I kept repeating telling him that I don't want the policy and wanted to reverse the payment which he said he can't do. With that being said I would gladly write the cancellation letter to you to get my refund of $300.
[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.
[redacted] was easy and professional in handling my refund. TY Revdex.com for your help
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]
Hello,Thank you for submitting a review. I have checked into any information you have provided here and and our system shows that you were only contacted on 4 occasions between 8/23 and 10/27. Each time, it looks like the calls were around 18 seconds long. We apologize for the annoyance, but you...
have been added directly to our DNC (DO NOT CALL) List and you should not receive any additional calls from our office. Please note that this does not stop any other companies from contacting you. If you have any additional questions, please call us at [redacted] Thank you!
[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]
[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]
[redacted]First and foremost, thank you for your feedback on our company and your experience. We do our best to achieve high customer service and a quality product to our current and potential customers and we can only sustain this by reviews like yours. Upon looking over all notes and...
information regarding your policy, here's what was found. The initial contact date and down deposit was made on 8/5/2016 in the amount of $100 to start your 30 day review period. During this initial call, it was explained to you multiple times, for your benefit of course, that you (and all) first time customers have a 30 day review period starting on the purchase/sale date by federal and state law. It is also stated during our recorded voice verification at the very end of the call to ensure that you understand the details of the coverage and review period offered, that your down deposit is fully refundable to you within your 30-day review period if you choose to opt out of our coverage. In addition, it is also stated in your policy handbook that date you purchased it, the 30 day review period, the date the policy becomes effective, and the date of your first bill. After receiving the booklet, we have not heard back from you until 9/16/2016, the date after your first payment was drafted.It was in this phone call made to our customer service department on 9/16/2016, you expressed the request to cancel due to not being able to financially handle the payments. Our highly trained customer service representatives are always giving our preferred customers with financial hardships the option to lower their monthly payments, deffer a payment, change payment dates, ect. to cater to our customers budgets. Our customer service representative Frankie tried to offer these options to you before putting in the request for a cancellation. You declined, so Frankie explained to you the cancellation information needed to fulfill a full closeout on your policy. This is also outlined and explained in the policy handbook you received in the mail. The documentation is for both your protection as well as ours to ensure everything is in written notice regarding your requested cancellation.We received your written cancellation request on 9/21/2016. Your policy was officially cancelled out on that date as well as a closeout on any future payments to be drafted from your account. As noticed, you did officially cancel out your contract after your 30 day review period. Conclusively, it is stated in your policy handbook, a cancellation after your 30 day review period is subject to a review of a pro-rata refund. If you sent a letter with written mileage or odometer statement with your cancellation letter, we can review your account to see if you qualify for a pro-rata. You can contact our customer service department for more information at [redacted] Monday-Friday 9AM-5PM EST as well as myself at the contact info and extension below for more information. Once again, thank you for taking the time to send us feed back! I hope this clears up any questions or concerns you might have had. Sincerely,Stephanie C[redacted]- Customer Care SupervisorNationwide Vehicle Assurance[redacted]
[redacted]First and foremost, we do thank you and appreciate your feedback regarding our company and your experience. We do regret to hear your experience with one of our sales representatives, as we do not condone misrepresentation of our company or our product. With that being said, the sales...
representative mentioned above will have a discussion with upper management regarding this issue as we take honesty and compliance very seriously. Upon looking over the information we have on the policy purchased on 9/27/2016, you reached our customer service department the next day (9/28/2016) and spoke with Frankie- one of our highly trained customer service representatives to assist you in this matter. The notes in our system show within the call that you expressed your concerns and requested a cancellation of the policy as well as a refund of your down deposit made on 9/27/2016 in the amount of $550. The same day of your requested cancellation on 9/28/2016, your refund was complete in full. Again, we do thank you for your feedback. If you have any other questions, concerns, or to use our services in the future you can contact our customer service department always at-the-ready Monday-Friday 9AM-5PM EST at [redacted]. Thank you! Sincerely, Stephanie C[redacted] Customer Care SupervisorNationwide Vehicle Assurance [redacted]
[redacted]
Motor Vehicle Assurance is an licensed underwriter that extends warranties for dealerships. We will continue to properly train our employees to assure customers do not get any information mixed up. If you have any questions regarding the status of you contract please contact customer service.
In regards to our VSC we offered, it is for full bumper to bumper coverage that most vehicles only have power-tran warranty. Also with the shipping receipt that you were suppose to get back, that in no way is in our hands. That has everything to do with USPS. Sorry that is out of our control. We...
only wait to receive back the booklet because it has your contract number in there to close out. We apologize that you had to result to going to your bank, but now it is in your banks hands. If you have any questions please call customer service Monday to Friday 9am to 5pm and ask for [redacted].
Complaint: [redacted]
I am rejecting this response because: During the course of my initial contact with the company I felt pressured to give a 100 deposit that date to secure the warranty. The representative, Frankie, did NOT reiterate to me, nor did he state once, that I had 30 days from 8/5/16 to accept or cancel the warranty, as I recall. I was under the impression via our conversation that I would have 30 days from the date of receipt to review and cancel the warranty. I received the policy late August. I would like to hear the recorded conversation. I believe I am entitled to the 232 dollars I have paid this company.When I called to cancel on 9/11/16, the representative was adamant that I was not entitled to ANY refund at all. After sending my return receipt requested letter of cancellation and including all information regarding the policy INCLUDING the mileage, I was told they needed a letter notarized for the mileage only. I have done that today. I do not feel that the representatives I spoke with gave me full and complete information regarding 30-day cancellation period or what information was required to send in a notarized letter for a refund to make educated decisions. I want a full refund from this company!
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.
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because:As I said previously, my wife, who is a two-time stroke victim, received an unsolicited phone call from [redacted] of NWVA. Since my initial complaint, having spoken to my wife in further detail about this phone call, Mr. [redacted] was told as much by my wife. She suggested that he call back later to speak with me when I returned from work. He said that if she did not respond to this offer of protection on this phone call that the protection would no longer be available. My wife did not know what to do so she decided to give Mr. [redacted] a credit card number. Mr. [redacted] also informed my wife that if we decided against this protection, all we HAD to do was call and decline. A few days later, I called NWVA and spoke with [redacted]. Mr. [redacted] told me to wait until the contract came in the mail, to read it over. If I decided against the protection, all I needed to do was call back and decline. At that time the $250.00 deposit would be refunded. Mr. [redacted] never mentioned that I would need to submit IN WRITING a cancellation request. In my opinion this business is a "hard sell" business and preys upon the indecision of its prospective clients. This business is also misleading people into thinking that to decline their offer, all they have to do is call. The written cancellation requirement is only mentioned in the contract that you receive in the mail.
Regards,
[redacted]
Hello [redacted] Thank you for your review regarding your experience with our company. We use all feedback, positive or negative, to ensure our company is always improving. From the number that you provided above, I was able to review any information we might have had in regards to...
contacting you. You were contacted twice. I do see that on 8/24/2017, you spoke with a representative for 80 seconds and expressed that you were not interested in our product. The call ended. You spoke with another representative on 9/7/2017, wished to be added to our DNC (do not call) list after 100 seconds and the representative dis-positioned the phone number directly to our DNC list. With that being said, you should not be contacted by our office again unless you express your interest in receiving our calls. We do apologize for the inconvenience and if it caused any concern, but rest assured it has been handled on our end. If there is anything else you may need, or if you have any other questions or concerns - please don't hesitate to contact me directly at [redacted] I'm in the office from 9-5 Monday - Friday Eastern time.
[redacted] Thank you for your inquiry. Upon looking into your contract with us, it does show as cancelled. Additionally, you are entitled to a refund. Please contact us Monday-Friday 9AM-5PM EST at [redacted] to speak with a member of management regarding a refund to you. Thank...
you!
[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]
Hello [redacted] Thank you for submitting a review regarding your experience with MVA. We use all reviews to ensure we are always upgrading our customer experience. We do record and monitor all of our calls for quality assurance purposes. After reviewing all of the phone calls linked...
to your account, it sounds as though our customer support staff was polite and informative regarding the policies and procedures of a cancellation. There are also no calls where a representative hung up on you while inquiring about a refund. In fact, you received a call on 11/10/2017 letting you know that your deposit refund was completed and should show up in your account with 48-72 hours. We apologize for not having received your letter the first time. Without a tracking number on the letter, we would have no idea what could have happened to it. As far as the faxed letters are concerned, the only one received was on 1/9/2018. We use an online fax system that does track each fax going in and out, dated, with the status. A fax has not been received prior to 1/9/2018. Now, due to your letter being dated for November as well as us refunding our initial deposit on 11/10, we did cancel out your account so that no future billing will occur. Also, the finance company has been alerted to refund the payment that was drafted on 12/4/2017 in the amount of $137.75. You shall see this refund within the same 48-72 hour time frame. We apologize again for the discrepancy, but we did our best to ensure you were handled properly. If you have any other questions or conerns, please call us at [redacted] and ask for a supervisor of compliance. Thank you!
[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]
A pro-rated check was sent out 9/16/16. If you need any other information please contact customer service.
I am rejecting this response because: all I wanted is to process my cancellation of the policy. You...
even said the packet that was mailed to me was just info of the policy and don't have a policy cancellation form. To cancel is to write a written policy from me so I can get my refund of $300. That's what I want to accomplish here. It was deceiving from the first agent who got my account information and process it then later on told me $300 will be taken out from my account. On which I kept repeating telling him that I don't want the policy and wanted to reverse the payment which he said he can't do. With that being said I would gladly write the cancellation letter to you to get my refund of $300.
[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.
[redacted] was easy and professional in handling my refund. TY Revdex.com for your help
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]
Hello,Thank you for submitting a review. I have checked into any information you have provided here and and our system shows that you were only contacted on 4 occasions between 8/23 and 10/27. Each time, it looks like the calls were around 18 seconds long. We apologize for the annoyance, but you...
have been added directly to our DNC (DO NOT CALL) List and you should not receive any additional calls from our office. Please note that this does not stop any other companies from contacting you. If you have any additional questions, please call us at [redacted] Thank you!
[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]
[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]
[redacted]First and foremost, thank you for your feedback on our company and your experience. We do our best to achieve high customer service and a quality product to our current and potential customers and we can only sustain this by reviews like yours. Upon looking over all notes and...
information regarding your policy, here's what was found. The initial contact date and down deposit was made on 8/5/2016 in the amount of $100 to start your 30 day review period. During this initial call, it was explained to you multiple times, for your benefit of course, that you (and all) first time customers have a 30 day review period starting on the purchase/sale date by federal and state law. It is also stated during our recorded voice verification at the very end of the call to ensure that you understand the details of the coverage and review period offered, that your down deposit is fully refundable to you within your 30-day review period if you choose to opt out of our coverage. In addition, it is also stated in your policy handbook that date you purchased it, the 30 day review period, the date the policy becomes effective, and the date of your first bill. After receiving the booklet, we have not heard back from you until 9/16/2016, the date after your first payment was drafted.It was in this phone call made to our customer service department on 9/16/2016, you expressed the request to cancel due to not being able to financially handle the payments. Our highly trained customer service representatives are always giving our preferred customers with financial hardships the option to lower their monthly payments, deffer a payment, change payment dates, ect. to cater to our customers budgets. Our customer service representative Frankie tried to offer these options to you before putting in the request for a cancellation. You declined, so Frankie explained to you the cancellation information needed to fulfill a full closeout on your policy. This is also outlined and explained in the policy handbook you received in the mail. The documentation is for both your protection as well as ours to ensure everything is in written notice regarding your requested cancellation.We received your written cancellation request on 9/21/2016. Your policy was officially cancelled out on that date as well as a closeout on any future payments to be drafted from your account. As noticed, you did officially cancel out your contract after your 30 day review period. Conclusively, it is stated in your policy handbook, a cancellation after your 30 day review period is subject to a review of a pro-rata refund. If you sent a letter with written mileage or odometer statement with your cancellation letter, we can review your account to see if you qualify for a pro-rata. You can contact our customer service department for more information at [redacted] Monday-Friday 9AM-5PM EST as well as myself at the contact info and extension below for more information. Once again, thank you for taking the time to send us feed back! I hope this clears up any questions or concerns you might have had. Sincerely,Stephanie C[redacted]- Customer Care SupervisorNationwide Vehicle Assurance[redacted]
[redacted]First and foremost, we do thank you and appreciate your feedback regarding our company and your experience. We do regret to hear your experience with one of our sales representatives, as we do not condone misrepresentation of our company or our product. With that being said, the sales...
representative mentioned above will have a discussion with upper management regarding this issue as we take honesty and compliance very seriously. Upon looking over the information we have on the policy purchased on 9/27/2016, you reached our customer service department the next day (9/28/2016) and spoke with Frankie- one of our highly trained customer service representatives to assist you in this matter. The notes in our system show within the call that you expressed your concerns and requested a cancellation of the policy as well as a refund of your down deposit made on 9/27/2016 in the amount of $550. The same day of your requested cancellation on 9/28/2016, your refund was complete in full. Again, we do thank you for your feedback. If you have any other questions, concerns, or to use our services in the future you can contact our customer service department always at-the-ready Monday-Friday 9AM-5PM EST at [redacted]. Thank you! Sincerely, Stephanie C[redacted] Customer Care SupervisorNationwide Vehicle Assurance [redacted]
[redacted]
Motor Vehicle Assurance is an licensed underwriter that extends warranties for dealerships. We will continue to properly train our employees to assure customers do not get any information mixed up. If you have any questions regarding the status of you contract please contact customer service.
In regards to our VSC we offered, it is for full bumper to bumper coverage that most vehicles only have power-tran warranty. Also with the shipping receipt that you were suppose to get back, that in no way is in our hands. That has everything to do with USPS. Sorry that is out of our control. We...
only wait to receive back the booklet because it has your contract number in there to close out. We apologize that you had to result to going to your bank, but now it is in your banks hands. If you have any questions please call customer service Monday to Friday 9am to 5pm and ask for [redacted].
Complaint: [redacted]
I am rejecting this response because: During the course of my initial contact with the company I felt pressured to give a 100 deposit that date to secure the warranty. The representative, Frankie, did NOT reiterate to me, nor did he state once, that I had 30 days from 8/5/16 to accept or cancel the warranty, as I recall. I was under the impression via our conversation that I would have 30 days from the date of receipt to review and cancel the warranty. I received the policy late August. I would like to hear the recorded conversation. I believe I am entitled to the 232 dollars I have paid this company.When I called to cancel on 9/11/16, the representative was adamant that I was not entitled to ANY refund at all. After sending my return receipt requested letter of cancellation and including all information regarding the policy INCLUDING the mileage, I was told they needed a letter notarized for the mileage only. I have done that today. I do not feel that the representatives I spoke with gave me full and complete information regarding 30-day cancellation period or what information was required to send in a notarized letter for a refund to make educated decisions. I want a full refund from this company!
Regards,[redacted]
I have the recording pulled up from call. If you can please call me at [redacted] and ext. [redacted] to clear this up. Thank you.