VSC Marketing Group d/b/a Repair Defense Network

Mrs. [redacted] -     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 your refund on 12/6/16...

 as a direct credit to your account and apologize for any inconvenience you may have experienced in this process.   All the best,   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 about any frustration caused by your vehicle's recent repair issues. As the seller of the service plan, we have no authority in the claims adjudication process which is solely handled by the administrator on your policy. As explained when you purchased, all claims...

are adjudicated through your administrator AAS. When we received a call from the consumer on 12/08/2017 stating her dealership has multiple issues being denied by the administrator. We were unaware of any claims and did our best in explaining the coverage. She stated the instrument cluster was out which is not listed for coverage and only available on newer cars. In addition the dealership was recommending normal wear and tear/ maintenance and tune up items be taken care of. Those are not failures but preventative maintenance. We explained that maintenance items or preventative care are not covered by a vehicle service contract.  After explaining this to Mrs. [redacted] the policy and our recommendations, also providing her with the claims number with her administrator, she stated she would make some calls and let us know if she had any additional questions. We have not heard from Mrs. [redacted] since. If there is anything further we can do to assist, please don't hesitate to ask. Thanks[redacted]

Good Afternoon,In response to the complaint filed by Mr. [redacted], our records indicate we have only spoken to the consumer one time. Mr. [redacted] called our office on 09/26/2017 requesting we no longer send him notices. We have done as requested and removed him from our mailing list. His statement that he...

has called and requested this several times is inaccurate when it pertains to our company. There are nearly 100 companies who offer the same services that we do, and generally have similar notices. We no doubt believe that he has made calls to request being removed from the mailing list, it just wasn't with our company.Again, we have done as requested and removed Mr. [redacted] from the mailing list so he will no longer receive notices from us. Thank you

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]

Initial Business Response /* (1000, 5, 2015/10/28) */
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 enter he or she 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. After reviewing the information provided by Mr. [redacted] we feel he has us confused with another company. We have never operated as "Auto Service Agency". Additionally, after researching the 800 number provided by Mr. [redacted], we found it is for a company located at [redacted] XXXXX, we have never operated at that address. Our notices provide our physical address and contact phone number. 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 877.470.5878.

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 requested when Ms. [redacted] called us, we have placed her 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,In response to the complaint filed by Ms. [redacted], we did send her an offer notice to purchase long term protection on her 2013 Honda Civic. As per the manufacturers original warranty, her factory 3 year 36 mile warranty (based on time) would be expiring or about to which is what the...

notice stated. We understand that some customers choose to pass on coverage and handle repairs on their own which we can respect. As per her request we have removed her from our mailing list so she should no longer receive solicitations in the mail. Best,CarSure

Initial Business Response /* (1000, 5, 2015/06/26) */
In response to the above complaint we do apologize for any inconvenience that you had experienced during your last repair. To clarify Repair Defense Network's role, we are a selling agent that offers coverage through several different...

administrators that write the service contracts. Similar to how an insurance agent sells policies for several different insurance companies. The company that wrote the service contract that you purchased from Repair Defense Network was American Auto Shield. American Auto Shield writes the vehicle service contracts and adjudicates claims. In our conversations with you and American Auto Shield it appears that the repair needed on your vehicle was an item that was not listed for coverage in the contract. We here at Repair Defense Network are always more than happy to assist a customer during the claims process. However, we cannot influence the administrator to pay for a repair on an item that is not listed for coverage in their contract. American Auto Shield was willing to part source for you in an attempt to help lower the cost of your repair. They often do this in an effort to help their customers with repairs that are not listed for coverage in the contract. Again, we do apologize about the inconvenience you experienced and are happy to answer any further questions you have on this matter. Thank you

Initial Business Response /* (1000, 5, 2015/07/09) */
In response to your above complaint we would like to inform you that the policy was cancelled and refunded per your request on July 6th. We do apologize for any confusion. Please feel free to contact our office if you have any further...

questions regarding this matter. Thank you

Initial Business Response /* (1000, 14, 2015/10/05) */
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. If you have any further questions please feel free to contact our office. Thank you
Final...

Consumer Response /* (2000, 22, 2015/10/07) */
I am not as worried about them simply taking me off their mailing list. I know they are a scam. I just want others to know about it, to protect older individuals or more naive ones. So, I wanted it on record. Please confirm that it will be listed when someone looks on Revdex.com for information about this company.
Thank you for your work. It is a great help to many of us.

Initial Business Response /* (1000, 5, 2015/10/28) */
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 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 Consumer Rebuttal /* (2000, 7, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Mrs. [redacted] -     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 your cancellation and have...

processed a full (not-prorated) refund and you should be receiving your refund check during the week of January 16th.  We apologize for any inconvenience you may have experienced in this process.   All the best,   Repair Defense Network

Initial Business Response /* (1000, 5, 2015/05/22) */
In response to the above complaint we have done as you had requested on May 20th and removed you from our mailing list. We do apologize for any inconvenience that the letter may have caused you. We do respect your opinion and would like to...

assure you that it is not our goal to scare or deceive recipients of the letter. We continuously look for ways to reach out to potential consumers more effectively and thank you for your input on this matter. Again, we do apologize for any inconvenience and please feel free to contact our office if you have any further questions. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the company has stated that they have removed me from their list, and thanks me for my input, there is no assurance that their methods will be reviewed or modified.

Initial Business Response /* (1000, 5, 2015/12/06) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rdnusa.com
Good Afternoon,
In response to the above mentioned complaint, we have done as the customer requested and cancelled the coverage....

Unfortunately with higher mileage vehicles, the coverage is more limited than what you would receive on a new car. The paperwork detailing every component was delivered to Ms.[redacted] on 10/31/2014, 7 days after she purchased coverage. We also informed Ms. [redacted], that if she was not satisfied with the coverage, she could receive a full refund within 30 days of purchase.
We understand the frustration that comes with breakdowns, and we do our best to assist customers with this process. Unfortunately, the repairs needed were not listed for coverage.
We cancelled the coverage per Ms. [redacted]s request on 11/12/2013. Her refund of $844.95 was mailed to her on 11/16/2015. If there are further questions, please do not hesitate to contact our customer support department.
Thank you

Complaint: [redacted]
I am rejecting this response because:
These companies provide mediocre services modeled like a factory warranty notice.  At best it is attempting fraud.  They have been investigated more than once by the FTC and another complaint will be filed with them shortly.
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 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 Consumer Rebuttal /* (2000, 7, 2015/10/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They state they do not make phone calls. Please remove our name from your list. 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]

Complaint: [redacted]
I am rejecting this response because:
I have not received a refund from [redacted] nor have I received any type of communication from said Company about the disputed refund amount. This Revdex.com report is the only written communication that I have received. Furthermore,  the amount of money [redacted] offered to pay for the forementioned repair claim was a mere $45 and that amount was unacceptable considering for the amount that we paid over the course of year in respect to our initial warranty agreement.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@rdnusa.com
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