Vehicle Protection Specialists LLC

Ms. [redacted] purchased a vehicle service contract from Vehicle Service Center on February 18
font-family: Calibri, Carlito, sans-serif;">th, 2016. On March 18th, 2016, Ms. [redacted] was called by our Billing Department, as her first monthly payment had declined. On March 23rd, Ms. [redacted] called back and stated that she wanted to either make the first monthly payment or pay the contract in full for a lower cost. On March 24th, Ms. [redacted] requested an email with a copy of the contract. On March 28th, Ms. [redacted] called our Customer Service Department once again to ask several questions about the contract. On March 29th, Ms. [redacted] called again and stated that she wanted to cancel. She was given the instructions for cancellation as they are outlined in the contract. On April 4th, Ms. [redacted] called in and asked for directions on cancellation again. All of these communications occurred outside of the 30 day grace period in which Ms. [redacted] qualified for a full refund. On April 14, we received Ms. [redacted]’s written notice of cancellation. She did not include an ending odometer reading, as she was directed to do by the contract and advised by our Customer Service Department. Due to this, we were therefore unable to calculate a prorated refund. On May 23rd, in the interest of customer service, our company went ahead and calculated a prorated refund based solely off the days in force, waiving the requirement for the odometer reading. The refund of $166.21 was credited to Ms. [redacted]’s [redacted] account on May 23rd, 2016.

Ms. [redacted] was refunded a prorated amount based on the days that the contract was in force,, less a cancellation fee of $50, per the terms of the service contract. Ms. [redacted] purchased a vehicle service contract from Vehicle Protection Specialists on February 18th, 2016. During the call and during...

the recorded, third-party verification at the conclusion of the sales call, Ms. [redacted] was informed that she had 30 days from the date of sale, February 18th, 2016, in which to cancel the contract and receive a full refund, if, after reviewing the contract, she was in any way dissatisfied with the policy for any reason. It was also disclosed, during the same call and verification, that cancellations which occur outside of this 30 day grace period window would be prorated based on the greater of days in force or miles driven, less any cancellation fees outlined in the contract. We have attached a copy of Ms. [redacted]'s contract for reference. We have also attached confirmation of delivery of the contract to Ms. [redacted]'s home address on February 26th, 2016. On March 30th, 2016, Ms. [redacted] called our Customer Service Department and stated that she wished to cancel her contract.Our Customer Service Department referred Ms. [redacted] to the page in her contract which contains the instructions for cancellation (pg. 12 of 18) and advised her on what she would need to send us in  order to cancel and receive a prorated refund. Ms. [redacted]'s written notice of cancellation and affidavit of mileage were received on April 19th, 2016. A prorated refund was issued the same day. Based on the days in force, Ms. [redacted] was refunded at a rate of 96.71%. This means that a total $130.61 would be deducted from the total amount Ms. [redacted] had paid into the contract, $352.14. This leaves a prorated refund of $221.53, less the $50 cancellation fee, leaving the total refund due of $171.53. We have attached a receipt for the refund transaction. There is no additional refund due to Ms. [redacted] and none will be issued. Not only was Ms. [redacted] informed of the 30 day grace period several times during the initial sales call and the verification that followed, these terms are all very clearly stated in the contract which was delivered to her home in February.We want to apologize if there was any misunderstanding, but Ms. [redacted] is not entitled to a full refund. The contract was in effect and enforceable for 31 days. Ms. [redacted] was eligible to make claims against the contract for covered repairs at any time during that effective period. We believe that this complaint is baseless and should be dismissed, as we have lived up to our end of the contract. We respectfully ask that the Revdex.com close this complaint accordingly.

My husband made a contract by telephone on March 22 with Vehicle Service Center with salesman Steve R[redacted]. I talked to Mr. R[redacted] on the telephone and he assured us that if after receiving the contract we wished to cancel we could do before April 24.
After reviewing the contract benefits, we decided to cancel. My husband called on March 24 and several times to cancel and Mr. R[redacted] tried to talk him into keeping the contract. After several attempts, I emailed the cancellation. My husband called our credit company and cancelled the charge for the deposit.
If a phone call is good enough to make a contract without a signature, then surely an email is good enough to cancel a contract. A copy of the email is enclosed.
In April I noticed a charge on our credit card for PayLink which I did not recognize. I called the credit card company and was told this was a car maintenance service.
I called Vehicle Service Center and asked why they were billing us. The lady I talked to said we did not cancel the contract but we would not be charged for any further payments.
In reviewing my May statement I noticed another charge for PayLink. I called today and was told the contract was not cancelled; however, we would not be charged for any more payments.
I asked for clarification why the contract was not cancelled. The lady told me that the contract could only be cancelled by my husband. I got him on the phone and he told her it was cancelled. She then told me it needed to be cancelled in writing. This was the first time in several calls that I was told about cancelling in writing.
I am submitting a written letter of cancellation along with a copy of my email to the company.

On July 14th, 2016, Mr. [redacted] purchased a vehicle service contract from Vehicle Protection Specialists, LLC. On March 14th, 2017, Mr. [redacted] called in to state that he wished to cancel the contract. Our Customer Service Department informed Mr. [redacted] that instructions for cancellation can...

be found on page 6 of his contract booklet. We also informed him that since he is outside of the 30 day grace period, Mr. [redacted] would need to submit written notice and an affidavit of the ending mileage on the vehicle. This is due to the fact that the pro-rata method reflects the greater of the days in force or the miles driven based on the term of the coverage selected and the date Coverage began. In his complaint, Mr. [redacted] claims that he has been to three different notary publics and all of them have refused to notarize his statement of the ending mileage. It is our belief that this statement is simply untrue, as we receive cancellation notices on a daily basis, most of which have been notarized. As evidence of this, we have uploaded, along with this response, a cancellation notice received from another customer who resides in North Carolina which has been notarized. However, in the interest of customer service and expediency, we will waive the requirement for a notarized odometer reading in this instance. A prorated refund has been calculated, based solely on the days that the contract was in force. Mr. [redacted] has been refunded in the amount of $799.02, of which 295.00 was credited to the [redacted] account on file. The remaining $504.02 will be mailed as a check. As for Mr. [redacted]’s claim that he has, “called 12 times trying to cancel this only to be hung up on 8 times”, we have checked our phone records and call recordings and have determined this to be an outright fabrication. We are glad to have been able to resolve this matter.

The 30 day wait period was factored into the prorate calculation. The contract was purchased on February 18, 2016. The contract was cancelled on April 19, 2016. This means that the contract was in force for 31 days AFTER the end of the validation period (March 18, 2016-April 19, 2016). The prorated amount was based off the number of days that the contract was in force. The cancellation fee was, in reality, disclosed both in the printed copy contract and during the third-party verification: "Cancellations made after the 30 day grace period will be prorated and subject to any cancellation fees outlined in the contract."The fact of the matter is that the contract was only cancelled after the administrator denied a claim for a pre-existing condition on a non-covered component. The 30 day grace period is more than enough time to review the terms and conditions of the contract, including cancellation procedures, fees, etc. The contract holder did not call to cancel within the grace period and, in fact, attempted to file a claim against the contract shortly after completion of the validation period. We do not feel that we should have to make an exception to the terms of the agreement just because the contract holder demands it. We ask that the Revdex.com close this complaint accordingly.

They continue to call you regarding your OEM warranty, however they have nothing to do with the OEM warranty. I asked to be removed from their call this and they continued to call me 6 days in a row. Their tactics are to confuse you and rush you into giving up your credit card. They tell you that you have to make a decision at the end of the call or you will no longer be able to accept the offer, the fact that they keep calling makes this a blatant lie to get you to rush you and cause you to pay.