Vehicle Protection Department LLC

Firstly the client states that his reason he wants to cancel the policy is that he was unsatisfied after reviewing itHe could not have reviewed his policy as it had yet to be delivered to his residenceThe post office has confirmation of the delivery of his policy on the 3rd of April,
2017.Secondly, the client states he called back that same day to cancelHe did notIt was days laterIt is here where his reason changes from wanting to cancel his policy because of "coverage" ( he again never even reviewed as he agreed to do at the time of sale ) to "not being happy with the customer service."WellWhich is it? LastlyThe client sent in a letter of cancellation on his own that was logged into our system on the 30th of October of this yearThis is a full months after taking out the policy. This all makes me question the validity of these accusationsIf he truly believed he had cancelled his policy back in April of 2017, why send in a cancellation letter at all, let alone Seven months after, and without ever contacting the Vendor, since the day after the original date of sale (03/27/2017), or the date client claims to have cancelled the policy,( 03/29/)

*** *** purchased a vehicle service contract from Vehicle Protection Department with a down payment of $with payments of $to pay off total contract priceMrs*** cancelled within days and has been issued a full refund of $back to her original form of payment, receipt enclosedMrs*** was informed of the refund and expressed she was satisfied so we respectfully request the complaint be closed. Thank you and best regards

To whom it may concern,
" background-">I have reviewed the complaint and taken action to remedy each point the complaining individual has brought up

Dear Mr. [redacted],Your refund of $295.00 for the cancellation of service contract #[redacted] has been issued on 05/18/2016, transaction reference number is [redacted]. I do apologize for the wait and please do not hesitate to contact us if you have any further issues. This response is being forwarded...

to the Revdex.com regarding complaint [redacted].Thank you,

Revdex.com:I am unsure if this is correct way to do this but I am attempting to notify you that Vehicle Protection Department LLC has refunded my $295.00 back to my credit card as of 1/12/17.  The message stated to let you know if it has been resolved and there was no way...

to reply to the message.     Thanks so much for your assistance. [redacted] [redacted]@aol.com[redacted]

Hello,  [redacted] purchased a Vehicle Service Contract from [redacted] on 09/06/2016 for her 2010 [redacted], an Exclusionary Agreement up to 125,000 miles. The customer paid $195.00 as a down payment and set up a payment plan for the remaining balance. On...

09/08/16 Ms. [redacted] called back saying she was having second thoughts but decided to review everything in writing first. On 11/29/2016 Ms. [redacted] called us asking for a refund on her policy. No additional payments had been made so the contract cancelled to nonpayment. In light of this complaint and in the interest of good faith the $195.00 down payment has been refunded to Ms. [redacted]’ original form of payment, receipt attached. As to the concerns of not being able to get through we had major issues with our phone system and ended up switching VOIP systems after causing extensive damage to our company.Let us know if there is anything else you need. Best regards.

This consumer spoke to our office twice, once on 1/23/2018 when she agreed to purchase her policy as a post date for 2/6/2018 for a down payment of $100 to start. The second call was on 2/7/2018, when she wanted to cancel her account. There are no other phone logs or messages logged for her account,...

showing that she even remotely called with a minimum of 15 times. Our system time stamps and dates all calls ever made into our out of our customer service line number from each customer. In addition to only having two call logs, this consumer had been informed on 2/7/2018 that her  refund is to be released within 2 weeks. Once released it takes a few business days for the funds to reflect into her account. At no point during the phone conversation was a specific date given to when her refund will reflect into her account.  From the date of cancellation to today's date, it has only been 1.5 weeks. Also, upon listening to the only two phone recordings, at no point was she given an email address to come in contact with a sales representative or a customer service agent. Which leads us to believe that this consumer is sending emails elsewhere. She is due a refund soon, if there is further questions she is welcomed to call 800-949-8255 to clear up anymore misunderstandings.

Dear Ms./Mrs. [redacted],Your refund of $199.40 for the cancellation of service contract #[redacted] has been issued on 05/18/2016, transaction reference number is [redacted]. I do apologize for the wait and please do not hesitate to contact us if you have any further issues. This response is being...

forwarded to the Revdex.com regarding complaint [redacted].Thank you,

Dear Mr. [redacted],Your refund of $395.00 for the cancellation of service contract #[redacted] has been issued on 05/18/2016, transaction reference number is [redacted]. I do apologize for the wait and please do not hesitate to contact us if you have any further issues. This response is being forwarded...

to the Revdex.com regarding complaint [redacted].Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I just had a complaint again this company and they told you they were issuing my refund. To date that refund still has not been issued. They took a payment they were not authorized to take and I asked for it to be corrected the day it was taken out of my bank account 2/05/2018. They continuously lie and say they are doing that and yet they still have not.I would like the refund that I was promised over a month ago.
Regards,
[redacted]

Hello, I would like to provide additional info regarding complaint #[redacted]. I did not see the initial request and when I tried thru the system I could not find a way to reply.   Attached is a photo of the email containing an address, I also received a letter in the mail but I do not believe...

that it is a real company and they have charged $249 to my credit card which I have since closed. I don't know what I am supposed to do nextThe address is on listed on the bottom of the image

Mrs. [redacted],Please call me or get back to me regarding your refund of $495.00. We issued the credit on March 22, 2016. Please call your bank and check your records because we are continuing to receive letters and emails over a refund that was issued nearly two months ago. If in fact it was not...

received by you we would of course like to rectify the situation.Thank you,-- [redacted]

Client purchased her policy on 10/18/2017, and cancelled her policy on 11/08/2017 and is being refunded. Today is the 10th. This person filed a complaint without ever even calling in the correct customer service line, and was told "All calls are returned in the order the are received." However...

continued to call the 800 number w/o waiting even two minutes in some cases to have a call returned. Every time she did did that her call goes to the bottom of the cue.

Dear Mr. [redacted],It has come to my attention that you have filed a Revdex.com complaint regarding your Vehicle Service Contract refund of $249.00 for Contract #[redacted]. According to our records and as you indicated in the complaint you have charged back the payment, so this was considered an issue between you and your bank. In the interest of good faith and resolving this issue we will issue a credit back to the account you used to pay. Please do not hesitate to contact me if you have any issues.

After two months of requesting a refund from Vehicle Protection without a response I had no other option but to obtain legal counsel and it was only after my attorney sent a letter and I then made a follow up call begging for the money that was rightfully mine that I was finally reimbursed. This has been a very long and drawn out process. The numerous E-mails that I sent to Vehicle Protection were never responded to. I also made numerous telephone calls to Vehicle Protection requesting reimbursement, asking to please speak to someone in charge and trying to find out when I would be reimbursed . I was never permitted to speak to anyone else and no one was able to tell me when I would be reimbursed. I was even hung up on once by one of your representatives. I filed a complaint with the Revdex.com and was told by them that there had not been a response. This issue was handled inappropriately by Vehicle Protection and apparently this is the normal course of business for your company. I could have continued to ignore your E-mails as your company did to me but I am better than that.[redacted]

Dear Ms./Mrs. [redacted],It has come to my attention you have filed a Revdex.com complaint regarding your refund of $503.20 for contract #[redacted]. According to our records you chose to charge back the payments so this was considered an issue between you and your bank. In the interest of good faith and...

resolving this issue we are refunding the $503.20 back to the Mastercard ending in [redacted].Please feel free to contact me if you need anythingThank you,

Vehicle Protection Department does not use the term 'warranty' except when referring to the manufacturers warranty. It is now our belief this individual was called by a different company or does not remember the call so we have included the recording of our interaction with the individual to clear up these claims. At no point do we refer to a Vehicle Service Contract as a warranty. The individual's complaining issues have all been addressed and we have submitted the proof.

Sirs,This matter has been resolved. The company refunded the $700 deposit.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I'd like to clarify that the make, model and year of my vehicle is not correctly described in the vendor's response.  The policy I was going to purchase was for a [redacted], year 2009.  Their message also refers to a receipt which was not attached.As the vendor states that they have returned $195.00 to the same card I used to pay them, I just checked again and my card has not be credited by this amount as specified in the vendor's response.Regards,
[redacted]

To whom it may concern,I have reviewed the complaint and taken action to remedy each point the complaining individual has brought up. A full audit has been made of the phone call.1. We take compliance very seriously and did not or do not suggest we are a manufacturer at any point. Our agents...

our trained to say 'we sell the same policies that are sold, recognized and accepted at dealerships across the country' and since this is what is clearly stated on the recording there was a miscommunication. The agent goes on to further to clearly explain the relationship between the vendor, the underwriter and car manufacturers. Mr. [redacted] asks twice what company we are, both times clearly stated Vehicle Protection Department. The agent also makes a point to tell Mr. [redacted] we are not Acura when he seems confused.2. Our website has been taken down for review in light of the claim of 'Revdex.com Accredited' being published on it. We use an IT company for our internet services, they are being consulted to determine if/why that was true.3. Mr. [redacted] was contacted once on May 12, 2016 and although he repeatedly claimed to be interested it was determined he was not and was placed on the company DNC list.Please do not hesitate to contact me if you need anything.-- [redacted]~Manager, Customer ServiceVehicle Protection Department2961 W. Macarthur BoulevardSuite 209Santa Ana, CA 92704(800) 949-8255