US Direct

Our records indicate this customer received a full refund on 03/10/2015, exactly one month ago, and the very same day we received his cancel request in writing. A notarized cancel request is required as a release of liability and necessary for us to be able to petition the customer's service...

contract administrator for a refund on their behalf.

Review: I purchased a third party extended warranty from this company. The salesman made it seem that it was something I needed and would not be guaranteed this price again. After speaking with Mini Cooper and U.S. Direct I decided to move forward and cancel the services. The first time I Called on Wednesday, September 16, 2014 to talk about cancelling [redacted] Turner made it very difficult to cancel and kept giving me different reasons why I shouldn't asked me to think it over and call back. I did my research. Decided to still cancel, Called back a week later September 24, 2014 to cancel my service around 1:30 PM. I asked to speak to [redacted] I spoke to a young lady who tried to convince me not to cancel and then took my name and number and assured me that [redacted] Turner would return my phone call in 30 minutes, that I could only cancel with [redacted] that the contract had already gone to underwriting. I did not receive a phone call. I called back and spoke to gentleman by the name of Mark around 3:30 PM. He told me I needed to send a notarized letter to the address on the mailed contract. I asked for what details the letter needed he would not verify. I also asked him to verify the mailing address he also would not help with that. I tried calling again to speak to [redacted] again. My call was dropped several times while trying to be transferred. Each time I called my, my call was screened and the service agents knew I was trying to cancel. My calls were never put through. I called again I spoke to Mark again. He was extremely rude. he told me the letter to send isn't hard it was not "rocket science". Nothing difficult about it. Told me I could not waste anymore of [redacted] time. That I had wasted enough of his time and he has to make sales and a family to feed. I asked to speak to manager or supervisor. He said that he wouldn't that those did not exist. He was very mean and rude. He has no patience for my questions or provide valid information.Desired Settlement: I would like to cancel my plan and receive 100% of my down payment. I would also still like to speak to someone in management and report the misconduct I received from the sales team at US Direct.

Business

Response:

All policies sold by US Direct may be cancelled out for a full refund within 30 days of their purchase date. This customer has requested that the policy be terminated and was instructed on how to go about getting a refund. We were told by this customer when she called in to cancel that she is unwilling to send a cancel request in writing and informed us that she will be contacting her attorney, credit card company and the Revdex.com, and hung up. We have suspended future payments on this account, but due to the terms in the cancellation section of the service contract we are unable to officially cancel or refund any purchased coverage without written notarized consent from the actual customer. We have advised, and continue to advise that this customer send their written notarized cancellation request to [redacted] so we may petition her administrator for a refund credit on the down payment.

Thank you.

Review: Billing or Collection Issues - The company has processed an unauthorized credit card chargesDesired Settlement: Refund

Business

Response:

A refund check was sent to this customer. Our records show that it was not cashed. Please contact us at [redacted] to authorize an electronic credit, or if you wish to have another check sent out.

Thank you,

Review: They or the company they hire to call for sales continuously call and always hang up when I start to ask them to put me on their "no call" list to pretend I didn't ask. They contract out to people with disposable or minute by minute phone plans so there is no accountability.Desired Settlement: no further contact, now or in the future, from this company or any of its direct or indirect representatives, employees, or contractors.

Business

Response:

Our record indicate that our company has never made a phone call to the number provided by this customer.

Review: I recently had to have repairs done to my truck. I had to argue with the warranty company to get parts and labor covered that were supposed to be covered with the plan I purchased. When I purchased this plan I paid for it in full with my debit card. Now that I have cancelled the plan the company tells me it will take up to 90 days to get my refund. I asked why so long they told me because it was a 5 year plan. I'm not sure what that has to do with anything since the plan has been cancelled. I should be able to have the same courtesy of receiving my refund in 1to 7 days after the receipt of my cancellation letter. When it only took them to receive their payment from my account 1day. I will not recommend this company to anyone. This plan is less than a year old. They are not paying any interest on my money yet they are making interest on my money.Desired Settlement: Refund within 7 to 10days of receipt of my cancellation letter and a phone call

Business

Response:

US Direct does not process warranty claims, or fund refunds or rebates on service contracts. We do facilitate cancellation requests for the customers and the warranty administrators. Upon receiving a cancel request we forward all documents including the customer's odometer disclosure to the warranty administrator for evaluation. The administrator will determine if the customer is owed a refund. All paid claims will be deducted from any possible refund credit, as well as each day that passed or mile they drove under coverage. We ask customers to allow up to 90 days for their credit to post to their account.

Review: I was called by US Direct offering me an extended warranty on 11/10/15. As others have expressed they seemed legit so I decided to purchase a policy. After sleeping on it I decided this was not a good idea and called up the next day (11/11/15) to cancel. I was transferred from my sales person to a customer retention representative who became frustrated with me when I told him I just wanted to cancel. He told me that the charges would be reversed within 72 hours. He did not offer me a confirmation number and abruptly hung up the phone on me. I immediately notified my credit card company that this change was to be disputed and they advised to wait 72 hours as well to see if US Direct credited the account. It is now 11/23/15 and I still do not have a credit on my account. I called US Direct again to get this taken care of and was now told I needed to notify them in writing of my desire to cancel. I advised that I was not told to do this the first time I called and I wanted a refund immediately. Again, the customer service representative was extremely rude and refused to put me on the phone with his superior. He also hung up the phone on me without resolving my issue.Desired Settlement: I would like to make sure I am refunded the initial down payment of $295 that I was charged. I would also like to make sure no one else falls prey to this company because they are clearly not what they seem to be.

Business

Response:

Our records show this customer is due a full refund. It will post when we receive his cancel letter or form. Thank you,

Review: No confirmation on mailed in letter or refund

I have mailed in my affidavit too cancel policey about a little over a week ago. I have been calling and no answer if they ever receive that mailed letter.Desired Settlement: refund

Review: I received a phone call on 4 Dec. 2015 late afternoon. The call was from phone number 423-[redacted]. I first talked to a man who called himself [redacted], then he transferred me to a man who called himself [redacted] [ not sure of the spelling] just the way it sounded. He went into his sales pitch and I kept telling him I really didn't need an extended warranty because I don't put that many miles on a vehicle. But I had actually thought about it the past few weeks. He kept the pressure on and lowering the price and monthly payment and eventually I gave in and agreed to try it. He asked for my credit card information, like a dummy I gave it to him and he deducted $195.00 from my debit card. The next morning I called the 888-[redacted] and left a message to cancel the warranty. I called back on Monday morning pacific time talked to a woman who said she got my message and that I would have to send them a letter telling them to cancel with my signature on it. I immediately sent them the signed letter and the new debit card number so they could post my refund back to my account. I had cancelled the one I used initially because I had unwisely given him the three digit code on the back. the letter was sent priority mail with a tracking #. It was delivered to their address on 9 Dec. 15 at 10:27 AM. when I called back on Friday 11 Dec I talked to the same man I had talked to on Friday but he was not going to acknowledge getting the mail so he wouldn't have to refund my down payment. So YES I would love to see him lose his business.Desired Settlement: Just credit my account the $195.00 down payment and we are done, and I won't proceed with a complaint to the FTC.

Business

Response:

While it is against company policy to discuss a customer's account with a third party such as the "Revdex.com" we can validate that this customer is being issued a full refund.

Review: A policy was purchase with this company. The company does not honor their contract. Poor customer service and do not return calls on issues with vehicle.

On several occasion calls were placed to the company and no calls were ever returned.Desired Settlement: I expect a full refund from the company. No one should ever be treated in this manner. On several occasions calls were mage regarding the policy and no one ever returned a call the me the customer or the business having question with the policy in had.

Business

Response:

First thing that is very strange about this customer's claims that her vehicle is not being repaired is that she cancelled her coverage in April claiming that she sold her vehicle. Then in May we received a letter of cancellation to that effect.

It is important to understand that US Direct does not handle service contract claims, we only sell the contracts. If a customer has a problem with a claim they need to contact their administrator. This customer's administrator WAS Interstate National Dealer Services 1-877-838-3322 , Policy # [redacted]

Review: Company will not respond for a requested refund of purchase. since Jan of 2013.

When the policy was purchased I was told I would have a pro-rated refund at any time. When I called for a refund three months later - they were rude to me and I never got a refund. I sent a certified letter and no refund. I've called hundreds of times only to get a voice mail for cust. service. But if you press sales they are ready to sell a policy - just not honor the commitments they have made.Desired Settlement: I purchased the policy on September 17th, 2012. I requested a refund 4 months later. It is a 60 month Policy, so I expect a refund of 56 months. The price was just shy of 1500, so I expect a refund of 1400. Thanks. [redacted]

Business

Response:

When a cancellation letter is sent there are three requirements... Mileage, signature and reason. Two requirements were not given including mileage and reason. A third party mileage verification is mandated in order to pro rate any refund. Without this a refund amount can not be determined as we do not know how much of the allowed mileage has been used. The warranty could even be expired.

Review: My vehicles rear differential failed to operate - dealership says the bearing came loose and caused a mechanical failure and that they never see this issue even with the miles on the vehicle it should not happen how it did. Warranty company states it is wear and tear.Desired Settlement: I have cancelled the warranty policy 3/30/2015 since their customer service people called me an it and my service adviser at Chevrolet does not know what he is talking about because their guy is a master Chevrolet mechanic. They have the worst customer service rude degrading and won't pay for anything unless it is under $400.

Business

Response:

US Direct does not approve or deny claims. Customer claims are approved or denied by their service contract administrator listed on the definitions page of their service agreement. Also listed in the agreement is a list of covered or non covered components. According to the terms of this customer's agreement that was initiated just over a month ago, the parts mentioned in this claim are not covered parts according to this customer's administrator. If this customer is concerned about what is or is not covered on their agreement they may contact their warranty provider. I do show the customer was instructed to contact us to cancel their coverage by their administrator after the customer demanded the contract be cancelled, which has been done. I also show the customer has requested a refund which has been initiated. As far as the supposed disputed amounts listed on this complaint they are incorrect. This customer has only paid a down payment of $189.00 and one payment of $108.12 totaling $297.12

Review: I received a call from [redacted], who was trying to sell me a vehicle service contract. [redacted] described in general how the vehicle service contract worked and the purchase price of the contract. I was somewhat skeptical of the idea, but I agreed to sign up for the contract, under the condition that if I reviewed the contract terms and did not agree with them, I could cancel the contract and receive a full refund. [redacted] was able to set up my account over the phone, with my name, address and credit card number.

A little over a week later, I received the terms of the contract in the mail. I read the contract that evening, and discovered several clauses I did not agree with. I called U.S. Direct the next day to cancel my contract. Per the contract, it can be cancelled without penalty within the first 30 days. However, when I called to cancel, it was explained to me that a notarized letter was required for formal cancelation. It was also recommended that I send the letter via certified mail to the return address on the back of the contract I received, which is:

[redacted] - nwa-inds - IXSUPREM - [redacted], [redacted]

I mailed a certified, notarized contract cancellation request on February 20th, 2015, which is well within the first 30 days of the contract and therefore qualifies for a full refund of the original down payment ($250). I called a few times before the 30 day deadline, but was told letter had not been received. Two days before the 30 day deadline, I was told that for some inexplicable reason, this business is unable to accept certified mail. I was told to resend the letter un-certified; assured that the cancellation would be effective as of the postage date of the letter. I re-mailed a copy of the letter the following day, with proof of the initial mailing attempt. I called back today, 6 business days later, to find out that the contract has still not been cancelled, and a refund has not been issued.Desired Settlement: How/why is a business that doesn't require any personal verification to set up an account and charge credit cards over the phone allowed to require excessive verification when cancelling the same services?

How/why is a business that is unable to receive certified mail allowed to require mailed documentation?

-- How otherwise is the sender supposed to verify proof of sending/receipt of such documentation?

This has been a very aggravating experience, when should I expect a full refund of my down payment?

Business

Response:

Our records indicate this customer received a full refund on 03/10/2015, exactly one month ago, and the very same day we received his cancel request in writing.

Review: I purchased a vehicle warranty for my car in April of last year, and had to use the warranty recently. I followed the directions on the contract to receive service on an item covered under the warranty and have found there is a problem. Evidently National Warranty service didn't activate my account with the account administrator. In addition I can't get a clear answer from the customer service person, who actually hung up on me and the dealer servicing the car. I paid over 1700.00 for the warranty, and their customer service person, whose name is [redacted] hasn't resolved the problem. My car is repaired and sitting in the service garage because they haven't been paid for the repair.Desired Settlement: National Warranty Service needs to honor the contract immediately to release the repaired vehicle from the dealership. Personnel (specifically "[redacted]") needs to improve P.R. skills with customers, who may not understand the process.

Business

Response:

This customer purchased a extended service contract on 4/24/2013 for his 2009 Saturn Sky and paid it in full. February 2nd this customer attempted to file a claim and was informed of an underwriting issue. We received a call inquiring about this problem. At that time we saw nothing wrong with their policy. After some investigation a glitch in our system was found. Funds for their contract (along with a few others) were not wired. Unknowing of the issue, we quickly fixed the problem and corrected all contract funding. Unfortunately, this customers warranty company rejected their contract and was unwilling to accept payment at that time resulting in a voided contact.

As is stands currently, this customer is entitled to a full refund once underwriting for cancellation is complete. We have already informed this customer of when to expect their refund and that it is currently pending.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: This company called me and acted like they were a BMW extended warranty provider. After agreeing to what I thought was an extended warranty through BMW, I called them after they charged my credit card for $395 before I had received a copy of the extended warranty contract for my review and signature.They refused to credit my account. We were rude, bounced me around from one person to another and refused to credit my account. When I called back one last time to resolve with [redacted], the person who was my "salesperson", they disconnected my call.Then I received a call from them requesting my email address so they could send me a "authorization for credit". I declined because I was afraid to give them any more of my personal information. I believe this company to be scam artists that try to sell warranties to people with the belief they are extended warranties through the original automobile manufacture. This is not the case. They make you believe this by having all of your personal information as well as all of the information about your car such as the make, model, year, etc.Desired Settlement: Refund my account for $395 and do not attempt to contact me again. I want to be removed from their calling list and want them to understand that I have not entered in to any type of agreement with this company. I resent them trying to insinuate that I have agreed to anything that I have not received in writing and signed for legally and sent back to them as my authorization to enter in to a business agreement.

Business

Response:

This customer was sold an insured service contract and informed at the time of purchase who her administrator was and who insures the policies. The insurer pulls an A rating on AM Best reports. The customer called to cancel and we informed her to send her cancel request in writing which she has refused to do. We issued the customer her refund on 02/11/2015