VSC Marketing Group d/b/a Repair Defense Network

Initial Business Response /* (1000, 7, 2016/01/21) */
Good Afternoon,
In response to the case number listed above, we understand that Ms*** expressed concern with her vehicle service contractOur company wishes to address any and all concerns she may haveAs part of our
company's quality control practices, we do record every callUpon reviewing the phone call made by Ms***, we can confirm that the information provided in the complaint is not accurateMs*** called Repair Defense Network on 09/08/inquiring about a vehicle service contractAt the time, our representative asked her how many miles were on the carShe said she was unsure, then went out to her vehicle and read the mileage as exactly 52,(which is what is recorded in the contract)In addition, we understand there is a lot of information provided when consumers call in, with that we have a very in depth recap prior to finalizing any sale of coverageDuring that recap, the supervisor who was speaking to Ms***, asked her if the mileage of 52,we have in the system is accurate, she responded yesOur supervisor again asked if it was the exact mileage, Ms*** responded again with "yes"
Ms*** called us on 12/29/stating she wanted to cancel the coverage because she claimed there was a mileage discrepancyWe advised Ms*** that we would be happy to try to assist in changing the mileage with the Administration Company, Interstate National Dealer, but would need a copy of her last two maintenance receipts so it could be recalculateMs*** declined our offer to assist her and again stated she wanted her coverage cancelledWe received the appropriate cancellation paperwork from Ms*** on 01/13/and her refund was processed and mailed on 01/15/If we can provide any further assistance, please do not hesitate to contact our customer support department at ***
Thank you

Sir/ Ma’am I wrote you a couple of days ago in reference to a refund for a repair that I had done to my vehicleYou guys sent me a check for $when my repair was over $I ask for a explanation as to why the check was over $less than what I paid for the repairWell I receive a
message back from you guys saying that the check amount was reasonable for the repairWhat is reasonable is the amount that I had to pay out of my pocket for the entire repairThe alternator for my car was over $alone not including the laborI am totally disappointed in a company that took nearly $of my money over a year period in monthly installments for this contractYour company has never paid for any claim for me except this one and then you guys refused to pay me what I had to pay outWas it reasonable to take almost $from me and not pay back a $claim that was the only claim I have made to your companyI expected better out of a company that stated that they would refund repairs that was covered in the contractI know I am fighting a losing battle but I will expose your practices to everyone I can, including the Revdex.com, The Federal Trade Commission, and the Attorney General’s Consumer Affairs officeI will also send a copy of all of the correspondence to the media outlets in the Greater Atlanta area and the state of MissouriThere is no justifiable reason for me not to be refunded the total amount of the repair for my car after I faithfully paid your company every monthly payment until I paid the contract amountThis is totally ridiculous on your behalf of your company which I am sure is a multimillion dollar company to mistreat a paying customer the way you have treated me

In response to the case number listed above, we understand that *** *** may have received an offer from usRepair Defense Network provides vehicle service contracts for consumers who have either had their factory warranty expire or are about toThe notice received is an opportunity for a
customer to purchase a vehicle protection plan before they are ineligible and may be forced to pay costly repairs on their ownRepair Defense Network’s offers make it clear that their offers are not from the recipients’ motor vehicle manufacturers and our offers also clearly disclose all material terms. That said Repair Defense Network is concerned with any dissatisfaction *** *** may have experienced. We did review the recorded call in which *** *** did place to our office and her statement was accurateOur representative did attempt to convince her to purchase coverage although she requested multiple times to be taken off of the mailing listWe do not tolerate this behavior at Repair Defense Network and the employee was disciplined accordinglyAs requested, we have placed *** ***’s information on our internal “Do Not Mail” list thus ensuring her will not receive any further correspondence from our company. We at Repair Defense Network strive at providing the highest level of customer service to our customersIf there are any additional questions, please do not hesitate to call our support line at ***

Good Afternoon,In response to the complaint filed by *** *** *** ***, we can confirm that it is not our company that is calling themWe sent them a offer to purchase a vehicle service plan in FebruaryThey called us on 02/23/asking to be removed from our mailing list which we did at that
timeWe are not an outbound marketing company and only receive phone calls after customer receive our noticesThere are nearly companies who offer the sale of vehicle service contracts, and a large number of them use outbound technologyWe however do not market to consumers that wayWe recommend researching the phone number that continues to call to find the organization who is placing that phone call. We apologize for your inconvenience and wish you the best in resolving your complaintIf you have any questions, please don't hesitate to ask. Thanks***

Initial Business Response /* (1000, 5, 2015/08/26) */
In response to the above complaint we do apologize about the inconvenience you experienced with the cancelation of your policyThe policy was cancelled on the date you requested and the refund will be based on that datePlease give us a call
at our office if you have any questions as to the details of your refundThank you

Revdex.com:
THANK YOU VERY MUCH, NOW IF THEY ONLY DO WHAT THEY SAY AND REMOVE OUR NAME AND ADDRESS AND HAVE NO FURTHER CONTACT WITH US THAT WOULD BE GREAT THANKS AGAIN FOR THE Revdex.com AND THE HELP.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Good Afternoon, In response to the case number listed above, we understand that Ms*** expressed concern with an offer that she may have received from us. Prior to our addressing Ms***
concerns we would like to make known that often times consumers receive multiple offers from companies that provide similar services to Repair Defense Network. As such we are uncertain as to whether Ms*** may have received multiple offers from multiple providers. That said our company wishes to address Ms***‘s concerns. Repair Defense Network provides vehicle service contracts for consumers who have either had their factory warranty expire or are about toMs***, via the offer she may have received from us, would have been given the option to purchase a vehicle protection plan prior to their becoming ineligible and as such being forced to pay costly auto repairs out of pocketRepair Defense Network’s offers make it clear that their offers are not from the recipients’ motor vehicle manufacturers and our offers also clearly disclose all material terms. However we are concerned with any dissatisfaction Ms*** may have experienced. Because of this we have placed Ms***’s contact information on our internal “Do Not Mail” list. This will make it so Ms*** will not receive any further mail from our company. We at Repair Defense Network strive at providing the highest level of customer service to our customersIf there are any additional questions, please do not hesitate to call our support line at ***

Good Afternoon, In response to the complaint filed by Ms*** ***, we would like to apologize for any frustration our notice may have causedWe have done as requested and removed you from our mailing listYour complaint mentioned that you have been getting calls and notices for several
years, yet we only started offering policies to customers in Washington within the last couple of monthsThe address was different on other notices because it was not our company sending themThere are over companies in the US that offer long term protection on vehiclesAlthough there are companies within the industry who do not do business in an honest way, we can assure you that we are not one of those companiesWe are licensed with the state of Washington and the Department of LicensingWe are also one of the very few Vehicle Protection Association certified membersThe policies we offer and also offered in over dealerships nationwideIf you review the other notices and phone calls you receive, you will find that it was not our companyIn addition, we are not an outbound centerWe only reach consumers by sending them an offer letter in the mailAs previously stated, we have done as requested and you still not receive any notices from us in the futureIf there are any additional questions we can answer, please don’t hesitate to askThank you

In response to the complaint filed, we disagree regarding his statements that we stole from the consumerAfter reviewing the phone call, our agent was very thurough in explaining that we were providing an offer to purchase a vehicle protection plan on her carShe in no way
seemed confused as to what she was purchasingMrs***'s son called us on 12/11/stating we told Mrs*** that it was $to hold the coverage which did not actually happenAs per their request, we cancelled her policy and refunded her initial payment to the card within minutes of the requestMrs*** called a few hours later to confirm we had cancelled the policy, we did confirm it was cancelled and that her refund had been applied to her credit cardIf there are any further questions, please don't hesitate to contact our customer support department.Thank you***

Good Afternoon,We have reviewed the complaint submitted and have confirmed the customer has never contacted us stating they wish to be removed from our marketing listWe have now done as requested and they shall not receive further notices from us. Thank youCarSure

Good Afternoon,In response to the complaint listed we would like to apologize about your interaction with our support teamWith any cancellation, we are required to wait for the refund breakdown information from the administrator in order to give exact refund detailsWe try to give an best
estimate but until we receive information from them, we have no specificsOur representative give you a worse case refund scenario until we received the actual amount from the administratorWe have received that information and have processed and mailed a refund in the amount of $which you should be receiving any dayIf you should have additional questions, please don't hesitate to contact our support department.All the best, ***

Complaint: ***
I am rejecting this response because: Eventhough I have received the check for the above mentioned amount ($644.10), I don't agree with the clause of this company paying what they feel is reasonable. If this is the case this company can simply pay people whatever they want or not pay them at allI take the blame for not researching this company before I got involved with theSince I have made this claim I have found that this company has over unsatisfactory complaints with the Georgia Revdex.comThat is ridiculousI know that I am just a grain of sand on a beach when it comes to what I think and feel but it's over other people that feel somewhat similar to how I feel about this companyIt wasn't reasonable for me to pay over #for a contract that don't want to pay a $claimI am tire of dealing with this situation and now know what I am dealing withI will do my best to steer everyone I can away from this scandalous businessThis is totally unacceptable!!!
Sincerely,
*** ***

Good Afternoon,In response to the complaint filed by Mr*** ***, we apologize about your experience with the administrator *** *** *** ***As the marketer of the program, we do not have say in the adjudication of any claimPer the policy, *** requires all claims to be
pre-approved and the shop was given that information at the time they initially filed the claimThe shop did not provide the information required to get the claim processed accordinglyWe have contacted *** on your behalf to see if there was any way to overturn the claimUnfortunately they refuse to change the resultsAgain, we have no say in the adjudication of claims and do our best to provide the best outcome for all of our customersThe policy was cancelled as requested and a refund processed and mailed outIf there is anything additional we can do, please don't hesitate to ask.All the best,CarSure

Initial Business Response /* (1000, 5, 2015/10/21) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rdnusa.com
In response to the case number listed above, we understand that Mr*** may have received an offer from usRepair Defense
Network provides vehicle service contracts for consumers who have either had their factory warranty expire or are about toThe notice received is an opportunity for a customer to purchase a vehicle protection plan before they are ineligible and may be forced to pay costly repairs on their ownRepair Defense Network's offers make it clear that their offers are not from the recipients' motor vehicle manufacturers and our offers also clearly disclose all material termsThat said Repair Defense Network is concerned with any dissatisfaction Mr*** may have experiencedAs such we have placed Mr***'s information on our internal "Do Not Mail" list thus he will not receive any further correspondence from our company
We at Repair Defense Network strive at providing the highest level of customer service to our customersIf there are any additional questions, please do not hesitate to call our support line at ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/12) */
In response to your above complaint we have done as you have requested and removed you from our mailing listWe do apologize for any inconvenience that the letter may have causedIf you have any further question or concerns please feel free
to contact our officeThank you

Mr***, The above mentioned complaint is not against us it is against your administratorWe are the marketer of the policy who helped you set up your coverageAll claims are adjudicated as per the agreement by your administrator *** *** ***We have attempted to help resolve the
matter and per your request, the policy has been cancelled and a 100% refund issued. Please let us know if we can help in the future

Good Afternoon,In response to the stated complaint, we are sorry to hear that you are not happy with the service providedPer your request, we have cancelled your policy and issued a pro-rata refund as outlined in the policyYour refund was processed today and you should receive it via mail in the
next 5-business daysIf you should have any further questions, please don't hesitate to contact our customer support department. Thank you

Initial Business Response /* (1000, 5, 2015/06/22) */
In response to the above complaint we have reached out several times to Ms*** to assist with the claimTo this point we have been unable to speak with her in regards to this matterWe are more than happy to do anything we can to assist
with the claims process but ultimately any decision to approve or deny a claim would be the responsibility of the administrator of the policy, American Auto ShieldWe will continue to try to reach Ms*** in order to resolve this matterThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***