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. I would like to THANK [redacted] for their actions and appreciate that they could have prorated the refund but chose not to in this circumstance. Communication was the big culprit in this exchange.  Both my sister and my self are in different parts of country from my mother and [redacted]was bound by confidentiality laws which compounded our lack of understanding, again thank you.As for the Revdex.com of Eastern & Southwest Missouri & S. Illinois thanks ever so much for being a conduit between [redacted] and me so we couldresolve this matter in a timely and respectful manner.  If you wish to post this issue please redact what you need to for such a posting.Sincerely[redacted]

Initial Business Response /* (1000, 5, 2015/10/22) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rdnusa.com
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. He indicated that he called in asking not be mailed and was hung up on, followed by he calling back and getting/ leaving a voicemail. We have searched our database for the phone number provided on the complaint and we have no record. We also are not set up with voicemail options within our company which leads us to believe he was speaking to someone else. 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]

Initial Business Response /* (1000, 5, 2015/06/30) */
In response to the above complaint we have done as you have requested and removed you from our mailing list. We do apologize for any inconvenience. If you have any questions please feel free to contact us. Thank you

Initial Business Response /* (1000, 5, 2015/09/11) */
In regards to the above complaint we have done as you have requested and removed you from the mailing list. We apologize for any aggravation that the letter may have caused you. Please feel free to contact our office if you have any further...

questions. Thank you

In response to the case number listed above, we understand that Mr. [redacted] may have received an offer from us. Repair Defense Network provides vehicle service contracts for consumers who have either had their factory warranty expire or are about to. The 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 own. 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.   That said Repair Defense Network is concerned with any dissatisfaction Mr. [redacted] may have experienced.  As such we have placed Mr. [redacted]’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 customers. If there are any additional questions, please do not hesitate to call our support line at [redacted].

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 named complaint we acknowledge Ms. [redacted]s concerns and apologize for any...

inconvenience this has caused. We at Repair Defense Network, record all calls for quality assurance and have reviewed all recordings between Ms. [redacted] and our representative. Our findings agree with Ms. [redacted]. Under no circumstance should our representative spoken to any customer in the manor in which he did.
We contacted Ms. [redacted] after receiving the complaint and apologized. In addition, we handled the situation internally and can assure you that this will not happen again. We take consumer satisfaction very seriously and we have never condoned this type of behavior.
Again from us at Repair Defense Network, we apologize that you were spoken to in this manor. If there is anything additional that we can do, please do not hesitate to ask.
thank you

Good Afternoon,In response to Mr. [redacted]'s complaint, we are unable to find any record of our representative telling him luxury electrical was covered. We did inform him of the enhanced labor option which was applied, but not enhanced electrical. During the initial conversation where Mr. [redacted]...

purchased the policy, we also informed him that he had a full 30 days to review the policies for a full refund. The policy was purchased on 01/26/2015 and the policy delivered to his home on 02/01/2015. Mr. [redacted] called our office on 02/03/2015 with questions regarding the policy. Our customer support representative went through the coverage details with him. The policy purchased by Mr. [redacted] is a stated component coverage, meaning the policy lists every item that is covered. The items he is requesting coverage on are not listed and have never been listed for coverage. We apologize that he has frustration regarding the coverage, but we have done all we needed to to ensure that Mr. [redacted] had all the details in hand to determine if the coverage was a good fit. At the time he contacted us in February, he decided he wanted to keep the policy.We have done as requested and cancelled the policy and issued the pr-rated refund as outlined in the policy. Thank you

Good Afternoon,
In response to the case number listed above, we understand 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. Additionally, the fact that Ms. [redacted] indicated that she received multiple inbound phone calls to her telephone number leads us to believe that Ms. [redacted] has directed her complaint to the wrong company. We say this because Repair Defense Network does not make any outbound sales calls. Rather the only sales calls Repair Defense Network handles are those in which individuals call into our company expressing an interest in the services we provide. 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, 2015/08/06) */
In response to the above complaint we do apologize for any inconvenience you had experienced during your recent claim. After reviewing the claim that you had submitted to American Auto Shield the failure of the rear wheel bearing was denied...

because it is an item that is not listed for coverage within the contract. As the selling agent, Repair Defense Network is happy to answer any questions and assist with your policy but ultimately the decision to approve any claim is left to the company that writes the contract, American Auto Shield. With the failed component not being listed for coverage there would be nothing that we could do to persuade American Auto Shield to cover the repair. If you have any questions please feel free to contact us. Your policy was cancelled per your request and a refund will be issued. Again, we apologize for any inconvenience that you've experienced and encourage you to call us if you have any further questions. Thank you

Initial Business Response /* (1000, 5, 2016/02/24) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rdnusa.com
In response to the case number listed above, we understand that Ms. [redacted] may have received an offer from us. Repair Defense Network...

provides vehicle service contracts for consumers who have either had their factory warranty expire or are about to. The 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 own. 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. That said Repair Defense Network is concerned with any dissatisfaction Ms. [redacted] may have experienced. As such we have placed Ms. [redacted]'s information on our internal "Do Not Mail" list thus ensuring she 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 customers. If there are any additional questions, please do not hesitate to call our support line at [redacted]

Good Afternoon,We have done a full review of your claim and find that we have never spoken with you. Our assumption is that you received a notice from us in the mail, advertising an opportunity to get long term protection on your vehicle, and believe that we are associated with the company calling...

your phone. We an inbound call center that will only call customers back after they have called us and given consent. If in the event a consumer does not which to speak with us going forward, we cease all communication with that consumer. As part of our quality assurance, we record all calls. The phone number provided in the complaint is not in our data base. We did search via your address and found we have mailed an offer  (attention Kevin) to the address matching the complaint, but have never received a call regarding that solicitation. We have removed your address for our mailing list so you will no longer receive notices from us but with us not being the ones calling you, we are unable to assist you further with this complaint.  Best of luck.

Ms. [redacted] -    We are sorry to hear about the cancellation 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 your cancellation and...

have processed a prorated refund.  Your refund includes the $30 overdraft fee that you incurred as a result of us processing the January payment.  You should be receiving your refund check no later than the week of January 23rd.  We apologize for any inconvenience you may have experienced in this process.  All the best,  Repair Defense Network

Good Afternoon,In response to the complaint filed by Ms. [redacted], we disagree with all the statements provided. We record 100% of our phone calls for quality purposes and have reviewed the call from which Ms. [redacted] placed to us to purchase a vehicle service contract. While speaking to our...

representative [redacted], Ms. [redacted] was informed of the cost including an initial payment of $165.00 (which she paid in a 2 part installment), but also a monthly installment of 163.67 for 18 months. During our recap portion of the call, [redacted] asked for her voice authorization to process the initial payment of $165.00 in the two installments, in which she replied yes. Then asked for her voice authorization for the 18 monthly installments in which she replied yes. The then asked "so the monthly payment would be $163.67, correct?", in which [redacted] did confirm that amount. Ms. [redacted] then replied "so for all 4 years the cost is $3,111, correct?", in which [redacted] replied yes. We understand that a lot of information is provided when a policy is purchased which is why there is a full 30 day money back guarantee. Ms. [redacted]'s policy was delivered to her home in North Carolina on 09/27/2017. In that contract is the Payment Plan Agreement which states all terms of the policy and the cost outlining the same payment amount that she agreed to when she purchased the policy. As per the phone call placed to our office on 01/29/2018, we have stopped the coverage and are in process of providing a pro-rated refund as outlined in the policy she purchased. If there are additional questions, she is welcome to contact our customer support.Thank youCarSure

Good Afternoon,In response to the claim filed by [redacted], we at [redacted] are the marketer of the policy and the adjudication of claims is solely handled by the administrator. In order to assist, we did contact the administrator ([redacted]) on behalf of [redacted] to...

better understand what happened during the claims process. Per [redacted], there were two additional claims filed/paid for the same component within the last 6 months. The most recent claim was approved yet [redacted] noted [redacted] authorized and paid for the repair rather than filing with the administrator which is a requirement under the vehicle service contract. Per [redacted] request, the policy was cancelled and refunded on the pro-rated basis as outlined in the policy. Her refund was processed last week and should be received any day. If there are any questions or we can better assist, please don't hesitate to contact our support department. Thank you[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.
Sincerely,
[redacted]  I do not want to close the complaint until I have received my full refund, which as stated will take an additional 7-10 business days

Initial Business Response /* (1000, 5, 2016/02/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rdnusa.com
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 Mr. [redacted]'s 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. We have reviewed all prior notices and are unable to locate any other offers that may have been sent to Mr. [redacted] by us. 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]

Initial Business Response /* (1000, 5, 2016/03/09) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rdnusa.com
In response to the case number listed above, we understand that Ms. [redacted] expressed concern with an offer that enter he or 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 certain (after reviewing our data and confirming we have only sent one notice) Ms. [redacted] must 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 Ms. Peckmay 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 Consumer Rebuttal /* (2000, 7, 2016/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am keeping this email and if I receive any future mailings from the mailing address on the scam mailing, under a "new" name or other, I will proceed with legal action. My last name has not been "[redacted]" for numerous years, and I have not owned the vehicle in the scam mailing for over 4 years.

Good Afternoon, In response to Mr. [redacted]'s concerns, we have fulfilled the agreement exactly as was told to Mr. [redacted] when he purchased the policy. It also follows the cancellation guidelines which were in the agreement that Mr. [redacted] received. Any contract cancelled after 30 days from purchase...

will receive a pro-rated refund. The total purchase price of the policy was $2763.00. If you broke that out over the life of the contract it comes out to an average of $46.05 per month. Mr. [redacted] had the policy in effect for 22.5420 months which means that the amount billable to to Mr. [redacted] is $1038.06. After adding the cancellation fee (as outlined in the contract), the total billable amount to Mr. [redacted] is $1088.06. The total amount paid in by Mr. [redacted] was $2294.80. Subtracting what he paid in and what is billing, gave Mr. [redacted] a refund of $1206.74 which is is exactly what Mr [redacted] received. The original refund check was mailed on 10/21/2016 (see attached). We were notified by Mr. [redacted] via phone on 11/28/2016 that he had not yet received the check. We at that time updated his address and re-issued the check on 12/01/2016 (see attached). You will see Mr [redacted] received and cashed that refund. Although having a service contract is not insurance, the guidelines are similar. If you have not had an accident in two years, you can not ask your insurance company to refund all of the monies paid in. We have refunded Mr. [redacted] in line with the terms and conditions originally agreed upon. If you should have any further questions, please don't hesitate to ask.

Initial Business Response /* (1000, 5, 2016/02/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rdnusa.com
Good Afternoon
In response to the case number listed above, we understand that Mr. [redacted] has some concerns on a recent claim he...

filed. Please know we take all complaints very seriously. We, at Repair Defense Network, are a third party marketer of vehicle service contracts. Mr. [redacted] purchased coverage through us, but the underwriting of his policy is Enterprise Financial Group. We have no part in the adjudication of claims, this is handled by the Administrator. We try to offer assistance to customers on claims matters, but inevitably the decision is up to the Administrator Enterprise Financial Group.
We did reach out to Enterprise Financial Group in hopes to help Mr. [redacted] find resolution to the claim. We were able to successfully get the Administrator to overturn the denial of the claim and reimburse Mr. [redacted] the entire claim (totaling $4,744.20).
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]

Mrs. [redacted] – We are sorry to hear about your recent experience when trying to file a claim for your auto repair.  At Repair Defense Network, it is our goal to provide all of our customers with exceptional service.   We take our customer feedback very seriously, so based on your...

complaint we have reviewed the files and would like to provide you with some background information as well as the ultimate resolution. At Repair Defense Network, we work with the top administrators throughout the United States to find our customers the best value in vehicle service contracts.  When our customers file a claim, they file it with the administrator who in this case was Interstate National Dealer Services (INDS).  INDS is one of the most reputable administrators in the industry and we are proud to offer them as a provider of vehicle service contracts based on their financial stability and reputation in the marketplace.  Initially, the claim was denied due to wear and tear on the CV boot.  However, after reviewing the terms and conditions of your contract, our supervisor escalated your claim to a member of INDS who ultimately agreed to approve the claim after our discussion with them. Without your feedback, we would not have been able to rectify this situation for you, so thank you for taking the time to let us know how we can better serve you.  We hope your upcoming repair goes well and that your Nissan continues to run well for you! All the best, Repair Defense Network