VSC Marketing Group d/b/a Repair Defense Network

Mr. [redacted] – We are sorry to hear about your recent experience when calling in to 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 call...

and would like to provide you with our feedback. Throughout the call, we found that the conversation you had with our representative was polite, professional and courteous and ended amicably.  Although 100% of our calls are recorded, we were not able to find any conversations in which any of our representatives became either abrupt or disrespectful.  That being said, we do apologize if this conversation did occur, we just were not able to find it.   Our representatives are trained to help educate consumers about their options with regard to protecting themselves from costly auto repairs through long term mechanical breakdown coverage.  With the current status of your policy, you are nearly paid in full which will result in roughly 4 years of additional coverage with no further payments required.  In the last recorded call we have on file, you agreed to maintain the coverage through December. As we make every effort to help our customers maintain their coverage, we have a number of payment options available.  Our head of customer service has made several attempts to contact you in an effort to work with you to either help you maintain your coverage or to honor your request to cancel.  At this point, we want to confirm your wishes by speaking with you directly or by receiving a signed letter of cancellation, either will suffice.

Good Afternoon, In response to the claim filed by Mrs. [redacted] son, we want to assure you that we under no circumstance called her. She received an advertisement in the mail offering an option to purchase a vehicle service contract. She called us and made the decision to cover her vehicle. We...

received a call on 10/13/2017 from Mrs. [redacted] daughter stating we called and swindled her mother into paying money which is far from accurate. We explained to her daughter that if we could speak to Mrs. [redacted], we would be happy to take care of cancelling the policy and refunding it. Due to privacy laws, we are unable to made modifications without the consumers consent. We received a call shortly after from Mrs. [redacted] requesting cancellation of her policy, which it was cancelled that day and refunded in full. Per the agreement Mrs. [redacted] purchased, she wasn't entitled to a full refund, but due to the situation we made an exception to ensure she was taken care of. If you should need any additional information, please don't hesitate to ask.Regards,[redacted]