United Repair Programs

Initial Business Response / [redacted] (1000, 8, 2016/01/15) */ To whom this may concern, United Repair Programs (URP) can verify that Mr [redacted] was mailed a solicitation on 11/18/per the referenced customer ID number suppliedURP has never received any mails, emails, or phone calls on behalf of Mr [redacted] and he does not currently have a Vehicle Service Contract with our companySince we have never received correspondence from Mr [redacted] , we would not have know to mail him any further details about our programsURP regurlarly receives phone calls from outreach groups that communicate via TDD/TTY on behalf of the consumer with hearing or speaking impairmentsThese outreach groups can communicate with our representatives to see if the consumer's vehicle meets eligibility based on vehicle identification number (VIN), vehicle mileage, current operating condition of the vehicle, and other factors We have enclosed a letter that has been mailed to Mr/ [redacted] regarding his inquiry about purchasing a Vehicle Service Contract with our companyHowever, based on consumer's complaint, it appears that his vehicle is currently in need of repairIt should bwe noted that a vehicle that is need of repair dows not qualify for protection., as the vehicle must be in good running order at the time of purchasing a Vehicle Service ContractThere is also a mandatory waiting period of days and 1,miles from the date of purchase until any repair claim can be made, whereas no pre-existing condition would qualify for a covered repair We respectfully request the closure of this complaint as INFO ONLY or INVALID Respectfully, United Repair Programs Customer Service

After review of Ms***’s file, we would like to offer an explanation and a solution On 3/9/17, Ms [redacted] was mailed an advertisement from our company offering the opportunity to activate a Vehicle Service Contract on her vehicle to protect her against the cost of repairs caused by mechanical breakdown/failure The advertisement that was mailed to Ms [redacted] is not a “threatening or warning letter”; it simply states the vehicle’s factory warranty may have expired based on age or mileage, and without an active coverage she would be financially liable for mechanical repair to the vehicleThis advertisement has been approved by legal counsel and meets industry and state regulation Ms [redacted] responded to that offer on 3/15/and elected to activate a year/100,mile protection on her Toyota Ravwith 191,miles on it at the time of call On 3/17/17, Ms [redacted] was mailed the contract booklet which provides written detail of the coverage, including the terms, benefits and cancellation procedure Ms***’s was informed on the call and is stated in the contract booklet that this coverage is fully refundable during the first days, and is pro-rata refundable after days Ms [redacted] elected to pay off the year program over monthly payments at $per month, there are no fees on any of our payment plans and there most certainly no rate changes at any point during this contract Since 3/27/17, Ms [redacted] has made numerous inquiries and changes to her payment methods and due dates of her monthly payments Yesterday (7/17/17), Ms [redacted] and her daughter both called our Customer Service Department to cancel this coverage Both became aggrevated and spoke with hostility on the phone with our agent, they were both informed of the proper cancellation procedure to receive refund on the unused portion of this coverage, they were also informed that this procedure is also stated in the contract booklet United Repair Programs never mislead, threatened, or scammed Ms [redacted] or any other consumer We did offer a vehicle service contract to protect her year old vehicle from the cost of mechanical repairs until April of 2022, and Ms [redacted] gave authorization to process payments for this coverage until it was paid in full At this point we are awaiting a signed and dated letter from Ms [redacted] requesting the cancellation of this coverage before we can send a pro-rata refund to the customer

The Customer has been removed from our mailing list This could take up to days

I would like a full refund for the policyI was not told that this warranty would not cover the workI was misledThey took $a month from me for monthsI am on a fixed income and cannot live like thisMy car still needs the original repair and an oil change is not enough of a recourse for the amount of money I invested for nothing

On 4/7/17, Mr [redacted] was contacted regarding his year vehicle service contract that he had activated with our company on 6/15/ Our Representative, informed him that we were able to offer another year protection for the vehicle, Mr [redacted] was given a renewal discount and he activated the new contract with $down payment On 4/17/17, a woman named [redacted] contacted our Customer Service Department and stated that Mr [redacted] did not want to renew this contract Our agent asked what [redacted] 's relationship was to Mr [redacted] , she stated that she handles his financial affairs but said she would not produce power of attorney paperwork [redacted] was informed that Mr [redacted] has had protection with our company since and the contract states that a written letter of cancellation is needed from the policy holder (Mr [redacted] ) or from the POA [redacted] briefly placed Mr [redacted] on the phone and coerced him to say "Cancel" this program [redacted] was then very upset that we requested that Mr [redacted] or herself must mail a written letter to cancel this policy.On 4/19/17, [redacted] contacted our Customer Service Department with Mr [redacted] again and stated that he was going to sell his vehicle and needed to cancel this contract Our Customer Service Manager decided that it would be best if we waived the written letter of cancellation and accept a verbal cancellation from Mr [redacted] The contract was cancelled and Mr [redacted] ' Discover card was refunded the $down payment on 4/21/17.After review of all phone calls associated with Mr [redacted] ' file, it was obvious that [redacted] was aggravated and upset by the cancellation procedure, however our Representatives were never disrespectful, rude, or used "bully tactics", we simply gave the proper procedure for cancellation After receiving verbal confirmation from Mr [redacted] to cancel this policy on two occassions, we felt it was in everyone's best interest to honor that request Mr [redacted] has been fully refunded, we appreciate his business throughout the years

When this service contract was activated in January 2016, the vehicle was years old and had over 130k miles Based on the age and the mileage of the vehicle, the level of protection did not cover every component The agent explained the protection, and the customer was mailed a
contract booklet (the following day) that detailed the terms and conditions of the service contract and listed all of the covered components Unfortunately, the repairs that were called in from this customer's dealership were not covered repairs, and the claims were denied The customer cancelled this service contract on 11/15/16, no further payments will be processed, and no future claims will be covered We have attempted to contact this customer numerous times by phone and have mailed a letter to the customer to explain the situation and try to provide a reasonable resolution

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.
Sincerely,
[redacted]

The Customer has been removed from our mailing list.  This could take up to 30 days.

United Repair Programs has received your correspondence regarding the recently mailed advertisement for a vehicle service contract.  We would like to apologize to Ms. [redacted] for any confusion or aggravation this may have caused.  While we are unsure how long she has not had a vehicle, we...

would like to state that we attempt to market consumers that are vehicle owners.  While our data providers try to give us the most up to date and accurate records, there are times when consumers are mailed an advertisement that may not apply to them, which seems to be the case in this instance.  We would also like to state that there is no truth to Ms. [redacted]' allegation that United Repair Programs has ever "scammed" a consumer.  All of our service contracts are administered by an A Rated Administrator and all of our employees have an active Motor Vehicle Extended Service Contract Producers License from the Missouri Department of Insurance.  Before we received this inquiry from the Revdex.com, we received written correspondence from Ms. [redacted] on 11/27/17 asking to be removed from our marketing list.  We would like to assure you that Ms. [redacted] was removed from our list on that date and will no longer receive any correspondence from our company.  We hope that this statisfies Ms. [redacted]' concerns and we wish her the best.

After review of Ms. [redacted]’s file, we would like to offer an explanation and a solution.  On 3/9/17, Ms. [redacted] was mailed an advertisement from our company offering the opportunity to activate a Vehicle Service Contract on her vehicle to protect her against the cost of repairs caused by...

mechanical breakdown/failure.  The advertisement that was mailed to Ms. [redacted] is not a “threatening or warning letter”; it simply states the vehicle’s factory warranty may have expired based on age or mileage, and without an active coverage she would be financially liable for mechanical repair to the vehicle. This advertisement has been approved by legal counsel and meets industry and state regulation.  Ms. [redacted] responded to that offer on 3/15/17 and elected to activate a 5 year/100,000 mile protection on her 2001 Toyota Rav4 with 191,082 miles on it at the time of call.  On 3/17/17, Ms. [redacted] was mailed the contract booklet which provides written detail of the coverage, including the terms, benefits and cancellation procedure.  Ms. [redacted]’s was informed on the call and is stated in the contract booklet that this coverage is fully refundable during the first 30 days, and is pro-rata refundable after 30 days.  Ms. [redacted] elected to pay off the 5 year program over 24 monthly payments at $138.58 per month, there are no fees on any of our payment plans and there most certainly no rate changes at any point during this contract.  Since 3/27/17, Ms. [redacted] has made numerous inquiries and changes to her payment methods and due dates of her monthly payments.  Yesterday (7/17/17), Ms. [redacted] and her daughter both called our Customer Service Department to cancel this coverage.  Both became aggrevated and spoke with hostility on the phone with our agent, they were both informed of the proper cancellation procedure to receive refund on the unused portion of this coverage, they were also informed that this procedure is also stated in the contract booklet.  United Repair Programs never mislead, threatened, or scammed Ms. [redacted] or any other consumer.  We did offer a vehicle service contract to protect her 16 year old vehicle from the cost of mechanical repairs until April of 2022, and Ms. [redacted] gave authorization to process 24 payments for this coverage until it was paid in full.  At this point we are awaiting a signed and dated letter from Ms. [redacted] requesting the cancellation of this coverage before we can send a pro-rata refund to the customer.

On 4/7/17, Mr. [redacted] was contacted regarding his 5 year vehicle service contract that he had activated with our company on 6/15/12.  Our Representative, informed him that we were able to offer another 5 year protection for the vehicle, Mr. [redacted] was given a renewal discount and he activated...

the new contract with $199 down payment.  On 4/17/17, a woman named [redacted] contacted our Customer Service Department and stated that Mr. [redacted] did not want to renew this contract.  Our agent asked what [redacted]'s relationship was to Mr. [redacted], she stated that she handles his financial affairs but said she would not produce power of attorney paperwork. [redacted] was informed that Mr. [redacted] has had protection with our company since 2012 and the contract states that a written letter of cancellation is needed from the policy holder (Mr. [redacted]) or from the POA. [redacted] briefly placed Mr. [redacted] on the phone and coerced him to say "Cancel" this program. [redacted] was then very upset that we requested that Mr. [redacted] or herself must mail a written letter to cancel this policy.On 4/19/17, [redacted] contacted our Customer Service Department with Mr. [redacted] again and stated that he was going to sell his vehicle and needed to cancel this contract.  Our Customer Service Manager decided that it would be best if we waived the written letter of cancellation and accept a verbal cancellation from Mr. [redacted].  The contract was cancelled and Mr. [redacted]' Discover card was refunded the $199 down payment on 4/21/17.After review of all phone calls associated with Mr. [redacted]' file, it was obvious that [redacted] was aggravated and upset by the cancellation procedure, however our Representatives were never disrespectful, rude, or used "bully tactics", we simply gave the proper procedure for cancellation.  After receiving verbal confirmation from Mr. [redacted] to cancel this policy on two occassions, we felt it was in everyone's best interest to honor that request.  Mr. [redacted] has been fully refunded, we appreciate his business throughout the years.

Initial Business Response /* (1000, 8, 2016/01/15) */
To whom this may concern,
United Repair Programs (URP) can verify that Mr. [redacted] was mailed a solicitation on 11/18/2015 per the referenced customer ID number supplied. URP has never received any mails, emails, or phone calls on behalf of...

Mr. [redacted] and he does not currently have a Vehicle Service Contract with our company. Since we have never received correspondence from Mr. [redacted], we would not have know to mail him any further details about our programs. URP regurlarly receives phone calls from outreach groups that communicate via TDD/TTY on behalf of the consumer with hearing or speaking impairments. These outreach groups can communicate with our representatives to see if the consumer's vehicle meets eligibility based on vehicle identification number (VIN), vehicle mileage, current operating condition of the vehicle, and other factors.
We have enclosed a letter that has been mailed to Mr/ [redacted] regarding his inquiry about purchasing a Vehicle Service Contract with our company. However, based on consumer's complaint, it appears that his vehicle is currently in need of repair. It should bwe noted that a vehicle that is need of repair dows not qualify for protection., as the vehicle must be in good running order at the time of purchasing a Vehicle Service Contract. There is also a mandatory waiting period of 30 days and 1,000 miles from the date of purchase until any repair claim can be made, whereas no pre-existing condition would qualify for a covered repair.
We respectfully request the closure of this complaint as INFO ONLY or INVALID.
Respectfully,
United Repair Programs Customer Service

Initial Business Response /* (1000, 5, 2015/06/09) */
United Repair Programs (URP) has look through our database and do not see where we have mailed to this individual. There are companies with similar names that possibly this complaint should be directed.
Please supply the customer ID snap...

shot that would be on a post card from URP so we may verify the complaint. The individual has been added to our "Do Not Mail" database based on this inquiry until verification has been supplied.
Final Business Response /* (4000, 16, 2015/06/24) */
Again I would like to state that a snap shot of the mail piece is needed from the customer to make sure the complaint is verifiable. URP's post card states that we are not a manufacturer. That is in contrast to what has been stated by this individual. The request was made to remove the customer from our mailing list, this has been completed.

I would like a full refund for the policy. I was not told that this warranty would not cover the work. I was misled. They took $100 a month from me for 14 months. I am on a fixed income and cannot live like this. My car still needs the original repair and an oil change is not enough of a recourse for the amount  of money I invested for nothing.