VSC Marketing Group d/b/a Repair Defense Network

Complaint: ***
I am rejecting this response because: I was told about the days @ THE BEGINNING., MY DAUGTER WAS WITH ME WHEN THIS WAS PURCHASED., I KNEW NOTHING ABOUT PUTTING AN ADDITIONAL MILES ON MY CAR, THAT WAS NEVER MENTIONED., I FOUND THAT OUT A FEW DAYS AFTER I DROPPED MY CAR OFF TO *** ***., THE DEALERSHIP CALLED ME, WITH THAT., IT'S NOT A BRAND NEW CAR, SO WHY WOULD I NEED TO PUT AN ADDITIONAL MILES ON IT., & THEN TOO ALL OF THE INFO WAS NOT SENT TO ME @ THE SAME TIME., ALL I WANT FROM THEM, IS NOT THEIR WARRANTY, JUST REFUND ALL MY MONEY BACK & I'LL PURCHASE A WARRANTY FROM A REPUTABLE DEALER., ALSO I HAD THE WARRANTY FOR DAYS!THANK YOU
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/10/07) */
In response to your above complaint we have done as you have requested and removed you from our mailing listIn an attempt to review the conversation from that day we found no record of a call from the name or phone number providedIt is a
possibility that you may have called from a different phone number or there is a different name associated with your filePlease feel free to contact our office if you believe this to be the caseWe did find a company by the name of Vehicle Service Center though a search on the Revdex.comThis company does appear to market vehicle service contracts but in no way are they affiliated with Repair Defense NetworkWe do appreciate your feedback and if your experience was with our company we do apologize as this is not the level of customer service that we strive to providePlease feel free to contact our office if you have any questionsThank you

Good Afternoon, After reviewing the complaint listed above, we understand Mr***s concern and would like you to know they have been addressedWhen you contact our company, our voice prompt (prior to reaching any of our agents) states "Thank you for calling Repair Defense Network"
which clearly shows we are not trying to hide or scam any consumerAfter reviewing the call, we can confirm that Mr*** was advised that the underwriter of the policy is American Auto ShieldWe at no time informed the customer that we are American Auto ShieldMr*** did call back and cancel his coverage and his refund of $was processed immediatelyIf you should have any further questions, please don’t hesitate to askBest Regards

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, 2016/01/25) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rdnusa.com
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 usPrior to our Ms***'s concerns we would like to make known that often times consumers receive multiple offers from companies that provide similar services to Repair Defense NetworkAs such we are uncertain as to whether Ms*** may have received multiple offers from multiple providersAdditionally, the fact that Ms*** indicated that she received multiple inbound phone calls to her telephone number leads us to believe that Ms*** has directed her complaint to the wrong companyWe say this because Repair Defense Network does not make any outbound sales callsRather the only sales calls Repair Defense Network handles are those in which individuals call into our company expressing an interest in the services we provideThat said our company wishes to address Ms***'s concernsRepair Defense Network provides vehicle service contracts for consumers who have either had their factory warranty expire or are about toWe are concerned with any Ms*** may have experiencedBecause of this we have placed Ms***'s contact information on our internal "Do Not Mail" listThis will make it so she 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
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/04) */
In response to your above complaint we have done as you have requested and removed you from our systemWe do apologize for any inconvenience that the letter may have caused youWe do not market via outbound phone calls however we will ensure
that you will no longer receive any solicitations from our companyPlease keep in mind that there are several companies that market vehicle service contracts using a similar mailerWe do apologize for any inconvenience and if you have any questions please feel free to contact our officeThank you

Thank you for your responseWe understand that there is a lot of information discussed when setting up coverage which is why we send the paperwork out and give you a full days to review the policyI have attached a copy of the delivery confirmation to your home as well as the declaration page (1st page of the contract) which was sent showing the grace periodWe advised you of the waiting period on the phone and also send it out as the first page of the contract so you can see exactly the terms of the policy. We have done as you have requested and cancelled the policyYour refund will arrive via mail in the next 7-business daysWe apologize that you were dissatisfied with the policyBest of luck in the future.***

In response to the case number listed above, we understand that Ms*** may have received an offer from usRepair Defense Network confirms that Ms*** did contact our company on March 21st at 10:am to stop coverage on their vehicleAs part of our quality assurance, we always inquire as
to why a customer should wish to stop coverageThis is only to give us the opportunity to better enhance our customers experienceAs per Ms***s request, the policy was cancelled as of 10:am and refunded to her credit card at 10:21am. 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 ***

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 terms. That said Repair Defense Network is concerned with any dissatisfaction Mr*** may have experienced. As such we have placed Mr***’s information on our internal “Do Not Mail” list thus ensuring 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 meIf anything starts up again I'll open another claimAbsolutely tired of my vehicle and self being targeted.
Sincerely,
*** ***

Ms***, We are sorry to hear about the cancelling of your vehicle service contract. At Repair Defense Network, it is our goal to provide all of our customers with exceptional service. Based on your request for cancellation, we have processed and mailed your prorated refund apologize
for any inconvenience you may have experienced in this processWe take our customer feedback very seriously, so based on your complaint we have reviewed the files and corresponding calls that occurred during the life of your policyIn addition to the representative training opportunities contained within these calls, there was also a breakdown in communication as it relates to processing a cancellation/refund request. This not only created a poor customer experience for you, but caused an extreme delay in the receipt of your prorated refund which you deserve to receive promptlyAs mentioned, our goal is to provide every customer with exceptional service. And after reviewing all of the calls, it is our conclusion that we failed to provide you with that exceptional serviceTo that end, although we have already processed your initial refund of $888.99, we are going to process an additional amount of $to reach your requested full refund amount. Please allow 7-business days for this to arriveAll the best, Repair Defense Network

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.However, part of their response is untrueI have received more than three mailings from this companyFurthermore, my last name is not even the same as it was when I purchased my vehicle which tells me they go to some length to get that information before mailingI also do not live at the same address OR even the same state but yet they somehow track me down to annoy meAlso, I am unhappy with this response because if this company truly wanted to provide a service and not be a nuisance then they would include an opt out phone number and/or website on their mailings (instead they prefer to be mysterious)The phone number they give is not one I would call because then they got you locked in once you dial itThe make it very hard, if not impossible to be removed from their mailingsI would not have had to go through the Revdex.com if they offered an option on their mailings to opt out.Companies like this need to be aware that this is no way to get my business or anyone else I knowIf I were interested in an extended warranty, I would not go through a company that sends me such notices/mailings as they send
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/09) */
In response to the above complaint we have done as you requested and removed you from our mailing listWe do apologize for any inconvenience that the letter may have causedPlease feel free to contact our office if you have any further
questions on this matterThank you

Complaint: [redacted]
I am rejecting this response because:
They miss guided the service provider if they were not going to fulfill the claims why they ask for further diagnosis they didn't did there home work before coming for first visit and called claim center and carsure and all of them assure me that they will do the claim and incourage me to allow the service provider to tear the engine which is for $1300 which I want from adjuster. Because it is because of them. If they told me all this before further investigation request I was not going to do that now I want compulsation of at least 1300 because of them I suffer a lot 
Sincerely,
[redacted]

Good Afternoon,                 In response to the case number listed above, we understand that Ms. [redacted] expressed concern with an offer that she may have received from us.  Prior to our addressing Ms. [redacted] 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. [redacted] may have received multiple offers from multiple providers.  That said our company wishes to address Ms. [redacted]‘s concerns.  Repair Defense Network provides vehicle service contracts for consumers who have either had their factory warranty expire or are about to. Ms. [redacted], 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 pocket. Repair 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. [redacted] may have experienced.  Because of this we have placed Ms. [redacted]’s contact information on our internal “Do Not Mail” list.  This will make it so Ms. [redacted] 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 customers. If there are any additional questions, please do not hesitate to call our support line at [redacted].

Initial Business Response /* (1000, 5, 2015/07/17) */
In response the the above complaint we have done as you have requested and removed you from our mailing list. We do apologize for any confusion that the letter may have caused. The selling agent Repair Defense Network is not currently...

accredited with the Revdex.com. However, all of the vehicle service contracts that Repair Defense Network markets are backed by providers that are accredited and A+ members of the Revdex.com. Again, we do apologize and have removed you from our mailing list. Thank you

We are very sorry to hear about the recent issue that you have had with your vehicle.  We understand how irritating and expensive vehicle repairs can be and are glad that we were able to provide you with the 5 year and 100,000 mile Powertrain Gold Policy through American Auto Shield.  The...

Powertrain Gold policy that you have on your vehicle is known as a "stated component coverage" which means that all of the items listed as covered in your contract are covered components on your vehicle and any components not listed for coverage within your contract are not covered.  Since the turbo is not listed as a covered component under this contract the administrator, American Auto Shield, was unable to pay for the repair.  The money paid for the contract was to cover the items listed within the contract, if it is listed in the contract it is covered, if it's not listed in the contract then it is not covered.  Put simply the turbo wasn't an item that you were paying to have covered.  Again, we are sorry to hear about the any issues that you have had recently and please feel free to contact our office if you have any further questions.  Thank you

Good Afternoon,                 In response to the case number listed above, we understand that Ms. [redacted] expressed concern with the coverage she has purchased from us. As a good business practice, we at Repair Defense...

Network record every phone call associated with a consumer.  After reviewing the recording, the events do not match that of the complaint filed. We have not ever offered a 6 month program. All policies sold are at a minimum of 4 years of coverage. During the call, our representative Mike confirmed that you were purchasing a five year coverage, up to 221,318 miles. The policy had an initial payment followed by 18 monthly installments. All details of the coverage included a verbal acknowledgment from Ms. [redacted]. In addition, she received her initial paperwork on 11/23/2015 and a second copy of policy on 04/25/2016. Both sets of paperwork clearly outline exactly what was discussed during the call in which Ms. [redacted] purchased coverage.                 Ms [redacted] contacted our office on 06/22/2016 stating she no longer wanted coverage. We put a hold on any future payments and gave Ms. [redacted] very clear instructions on how to complete the cancellation of her policy. Her policy is set to be refunded based on the contract within the next 10 days. If she should have any questions regarding her refund, she can contact our customer support department.   Thank you

Complaint: [redacted]
I am rejecting this response because:Thank you for the response I hope I do receive a refund. The comments that you're telling me or are untrue. You will find that your representative misrepresented the whole program.  I also spoke with a  female representative that answered my questions, l. Ilater found out what she told was not true. I still believe I was given a six-month contract. But regardless I was lied to from the get-go about what you covered. I received 1 million from you. No I did not read it because I believe what the representative told me. I find out differently when I took my car to [redacted] Toyota and I called the company back. This is when I found out that most of the things that I talked about on the phone wasn't covered. This was signed up over the phone and I want to cancel the same way. I fully identified myself over the phone via the phone call I made previously and I don't see why I need to do anything else but let you know I want to cancel this service and I would like a full refund.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/03) */
In response to the above complaint we have done as you have requested and removed you from our mailing list. We apologize for any inconvenience the mailer may have caused. Please feel free to contact us if you have any other questions or...

concerns. Thank you