VSC Marketing Group d/b/a Repair Defense Network

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

Good Afternoon, We apologize for any frustration that Mrs. [redacted] is experiencing. When she purchased the policy, she was informed  that her policy would not go into effect until at least 30 days and an additional 1,000 miles from the date of purchase. When Mrs. [redacted] filed a claim,...

she had yet to put an additional 1,000 miles on her vehicle as stated on the recorded phone call. The policy was also delivered to her home on 10/15/2017 which states on the Registration page that her waiting period was 30 days and 1.000 miles. We do understand how frustrating this may be for Mrs. [redacted], however, we have done exactly as stated when she purchased it and what is written within the contract. If there are any additional questions we can answer, please don't hesitate to ask.Thank you[redacted]

In response to the above complaint we have done as you have requested and removed you from our mailing list. We apologize for the service that you received upon calling in and thank you for bringing it to our attention. This is not the level of service we try to provide to anyone calling in to our...

office. Again, we do apologize and if you have any further questions please do not hesitate to contact us. Thank you

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I do not like the false advertising this company does. Making it sound as though this offer is  coming from the manufacturer and it is very urgent to continue a policy with them.Even in my case the factory  warranty is still in effect.
Sincerely,
[redacted]

Good Afternoon, In response to the complaint above, we have removed this customer from our mailing list. We would like to state that the previous communications (as described bu the customer) were not with our company. There are over 100 companies who provide the same service and your...

communication has been with one of those companies. We have not received any communication from the customer previously requesting to be removed from our mailing list. In addition, the customer noted multiple forms of communication including email and phone calls we are not an outbound marketing center and do not solicit via email. We have updated out system as requested, please let us know if we can assist any further.Thank you

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. After reviewing our records, it has been confirmed that Ms. [redacted] has received three notices from our company over the last four years.  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, 10, 2015/08/14) */
In response to the above complaint, we have done as requested and removed you from our mailing list. As a company we take all consumer complaints seriously. Please keep in mind that there a several vehicle service contract providers that use...

a very similar letter as ours. We apologize for any frustration that the letter may have caused. The notices sent from Repair Defense Network also come with a disclaimer at the bottom that discloses our name, address and states that we are not affiliated with any dealer or manufacturer. We hope that this response was helpful and if there is anything additional we can do to assist you please don't hesitate to contact us. Thank you

Good Afternoon,In response to the complaint filed by Ms. [redacted], we have spoken with the claims representative and the items that were called in for repair were not listed components. If Ms. [redacted] feels she has documentation stating otherwise, please contact our support department and we will do...

our best to help facilitate the claim. When Ms. [redacted] contacted us on 02/01/2018, our support representative went through the coverage with her,   explaining why the claim was denied and applied a discount to her policy to help with frustration she had. Our records indicate this was satisfactory to Ms. [redacted] and she has chosen to keep her coverage. If that in fact has changed, please don't hesitate to contact our support team and we will be happy to further assist.All the best,CarSure

Good Afternoon,   In response to the case number listed above, we understand that Mr. [redacted] (POA for Ms. [redacted]) is concerned about the service received for Ms. [redacted] from Repair Defense Network. Prior to addressing Mr. [redacted]'s concerns, we would like to make it known...

that we do not prey upon any consumer. We at Repair Defense Network send consumers an advertisement, giving them an opportunity to purchase long term protection on their vehicles. Ms. [redacted] responded to our notice by calling us on 02/09/2016. After reviewing the phone call (as we record each call for quality assurance), it was confirmed that there was no signs that Ms. [redacted] was not of sole mind in making the decision to purchase a vehicle service plan for her vehicle.   On 2/25/2016, Ms. [redacted]'s daughter [redacted] called our customer support team stating she felt we scammed her mom and that something similar had happened in the previous year. Our support representative explained how Ms. [redacted] had  become a customer as well as the services she was being provided. After discussion, [redacted] requested that we leave the coverage and that she would be in contact with her brother [redacted] to explain what happened and that she was leaving the coverage on Ms. [redacted]s car.  On 03/15/2016 we received POA documentation from Ms. [redacted]s son [redacted] (he being the one who filed this Revdex.com complaint on behalf of [redacted]). During this time, our representative [redacted] had been in communication with [redacted]'s daughter [redacted], in which she never stated that they wanted to discontinue coverage.    We understand that Ms. [redacted] has had issues in the previous years with companies taking advantage of her. Your allegations Mr. [redacted] are completely false. We did not contact your mom and attempt to take advantage of her. We in fact, did the complete opposite. We have cancelled Ms. [redacted]'s policy and have issued a full refund. If you should have any further questions, please send those in writing to our address provided and we will address them in a timely manor.Thank you

Initial Business Response /* (1000, 5, 2015/05/20) */
In response to your above complaint we have done as you requested and have cancelled the policy you had set up with us on the 18th of April. We do thank you for bringing this to our attention and after receiving your complaint we did review the...

phone call you made on the 15th of May for quality assurance. During the call you had mentioned your plan to possibly sell the vehicle, our representative was able to put you into a alternate payment option to keep it covered while you continued to drive it, the call ended with you agreeing with the new terms and thanking our representative. The entire call lasted just under 10 minutes and the call seemed to be friendly and compassionate towards your concerns and plans. We do apologize that you now feel the way you do about the conversation. We have honored your request as outlined in your complaint and have cancelled your policy. Please feel free to contact us for the details of your refund. Again, we do apologize for any inconvenience and wish you the best of luck. Thank you
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
thank you. I wish I had checked the reviews on this company before purchasing it.

Good Afternoon, In response to the complaint filed by Ms. [redacted] we want to apologize for any frustration this has caused you. As a marketer of vehicle service contracts, we unfortunately do not have a say in the claims adjudication. That responsibility lies with the administrator of your...

policy which is Interstate National Dealer Services. We have attempted to help to the best of our ability to make a change in the denied claim, unfortunately we are unable to do so. Per the administrator, the claim was denied due to a branded/salvaged title. In the exclusions of the contract that was initially mailed, it does state that vehicles with a salvaged title can not be covered under any service contract policy. Although the claims adjudication is not handled by our company, we do understand the frustration that comes along with a denied claim. We have fully cancelled the policy and refunded 100% of the money paid in as a good faith effort to help in this situation. If there are any questions or we can help any further, please don't hesitate to contact our support staff. Best,CarSure

Initial Business Response /* (1000, 5, 2015/05/28) */
In response to the above compliant we have done as you have requested and removed you from our mailing list. We do apologize for any inconvenience that this matter may have caused you. Please feel free to contact us if you have any questions. ...

Thank you
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If I receive any further communication you agree that it will be treated as harassment and bullying. Legal action will be taken to protect myself if you fail to uphold your word.

Revdex.com:I was told the 50 dollars was NEVER actually charged to my mom's account.  The statement came with the 50 dollar charge.  I verified tonight that [redacted] has now credited 50 dollars back to my mother's account.   Thank you Revdex.com, your oversight of businesses and consumers makes a difference.  Blessed are the peacemakers.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
* [redacted]

my first name is [redacted]

Revdex.comI...

should NEVER have to tell a business, I don't want them contacting me.  The default is that I am ALWAYS opting out.  The business should request my permission to see if I want to be contacted.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,  **

Good Afternoon,After reviewing the records for Mr. and Mrs. [redacted], the policy was to be cancelled as of 01/29/2018, the last time we spoke with Mrs. [redacted]. The policy is being refunded 100% and will be mailed to be received by the customer this week. If there should be any further questions, please...

don't hesitate to contact our customer support department. All the best,CarSure

Good Afternoon, We apologize in the delayed response as we found it challenging to find your information in our system. Our records indicate only one mailer has ever been sent to this consumer. Although we understand he has received 6 and several calls, it is not from our company. We do not...

participate in outbound telemarketing so would not be receiving calls from our company. In addition, if you review the notices you will find they have different phone numbers and company names. Many companies offer the same type of products we do with similar offer letters. I have removed you from our mailing list so you will not receive any future notices from us. Thank you

Mr. [redacted] Thank you for reaching out to notify us of the situation regarding your claim.  It our goal at CarSure to provide our customers with exceptional customer service and to ensure that when those unfortunate events happen and your car is in need of repair, that the policy operates as it should. One of the primary qualifications for a claim to be paid is for that claim to first be pre-approved by the administrator.  The reason the policies have this provision is to ensure that the repair facility you choose is performing all necessary repairs as well as charging their customers appropriately for the repairs being completed. Compare the pre-approval with the administrator to having a medical procedure pre-approved by your insurance carrier – it’s somewhat standard practice.That being said and understanding the situation you have been dealing with, our Head of Customer Service contacted the administrator directly with a request that they [redacted] an exception to this pre-approval provision.  From the $966 that the facility charged, your claim is being covered accordingly:  $692.80 for parts and labor + $51.30 for the diagnosis - $100 deductible = total payout of $644.10.  We typically see the cost for alternators for your vehicle ranging anywhere from $150 to $400 for the part itself.  It appears as though your repair facility charged  $614.70 for the alternator which is well above what is covered for that specific part, which explains the difference in claim payout.  You should have already received that check in the mail for $644.10 as it was mailed on 2/9/2017. In the future, please contact us prior to any claims submission to ensure we can do our very best to minimize any potential out of pocket costs that may occur. We apologize for the inconvenience and frustration that you’ve gone through during this process. Best of luck to you in the future! Your friends at CarSure

Initial Business Response /* (1000, 5, 2016/02/09) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rdnusa.com
Good Afternoon,
In response to the above listed complaint, we have reviewed our client list and have no record of ever...

attempting to contact Ms. [redacted]. We have searched with all the information provided in this complaint and have no record of this consumer any where in our database.
We also record all calls for quality assurance and have no record of a call coming in to our company from the phone number listed in this complaint.
In order to assist further, we have created a record in the consumers name and moved it to a no mailing list so we can prevent sending her any notices in the future. We take our companies compliance very seriously and have never offered a consumer free coverage or charged any consumer payments without expressed consent from a consumer. After reviewing all information provided, we feel that Mrs. [redacted] has us confused with another company. If there is any further information needed, please do not hesitate to ask.
thank you
Initial Consumer Rebuttal /* (3000, 9, 2016/02/10) */
Sorry, but I DO NOT HAVE YOU CONFUSED with another company as I have caller ID and looked your number up on a reverse search.
So typical of a scam compnay such as yours - not only do you not address the issue I complained about(promising services you can't deliver, you attempt to blame me the consumer.
Although nothing will be done about your bogus advertising but at least I can hope that:
I WILL NEVER HEAR FROM YOU AGAIN!!!!!!!