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Mr [redacted] contacted our office on May 24th, This was an inbound call from phone number [redacted] at approximately 12:pm central time I pulled the initial sales call because we don’t want ANYONE to be taken advantage of I have worked in this industry for a very long time, and I have heard calls with people that have called in with dementia, or memory issues, and the sales representatives are trained to recognize these and disengage the customer In this call, anyone listening would be hard pressed to tell that Mr [redacted] had medical issues over the phone In no way am I saying that he doesn’t But unlike one of those typical calls, he didn’t automatically agree with anything He stated his wife primarily drives the truck, when it is driven He stated he is on a fixed income, that he likes the coverage, and plans to keep the truck He asked for a senior and a military discount The only information that Mr [redacted] was asked to verify was the mileage on the truck, which he stated was approximately 75,miles, which sounds accurate for a vehicle driven for errands as Mr [redacted] stated Once the cost was where Mr [redacted] felt he could afford it, he stated that he can afford that and that he wanted to put the down payment of $on his American Express This call was around 30-minutes in length The call stayed on subject the entire time, and Mr [redacted] sounded like he knew exactly what he was speaking about for the whole call If a call with a customer with a memory issue was actually to result in a sale, this call would be approximately 12-minutes in length The consumer would set up at the initial cost, without any discounts being applied to the account If the call stretches beyond that length, such as in the case of a lonely person, the subject of the call would stray from the service contract into the customer’s life or familyMr [redacted] called on June 6th, at 9:am central time to cancel the policy Our representative gave him the procedures to cancel the contract, which are actually very simple Send a letter stating he wants to cancel, listing the reason for cancellation, a signature and a date He was given the address, which he confirmed with the representative He was told he would be issued a full refund He asked if the letter would need to be sent registered mail or anything like that, and he was assured that he didn’t Mr [redacted] stated he would do this, said “Thank you very much” and disconnected the call Ms [redacted] contacted our company on June 6th, at 11:am central time She was not on the file, however, as a courtesy, we spoke with her anyway She stated he called to cancel the contract, and asked if the contract was cancelled She was advised that the contracts are cancelled in writing, and that he was given the instructions to cancel the policy just that morning Ms [redacted] stated that she filed a complaint with the Revdex.com and the attorney general’s office regarding the contract itself We advised that we can appreciate that she did what she felt she needed to do to protect him, however, the file has been noted that he is requesting cancellation and has been given the cancellation procedures I contacted Ms [redacted] back myself, because she stated something about sending an email All of our confirmation emails are sent automatically by our computer system Anything she would have sent back would have gone to a computer system, and would not have been going to a live person She stated to me that she thought that we called her husband to set up the coverage I advised her that we did not contact him, he contacted us I also advised her of the cancellation procedures, the address, and that he would still be receiving a full refund I told her that there was no way for us to know that he was sick, he did not give that information over the phone, and that on the call he sounded perfectly normal She stated she would go back and look at his phone records to see that he actually initiated the phone call If she looked at his phone records from that date on the 24th of May, she would see an outbound call to a toll free number, which would be to our company As of June 12, 2017, we have not received a letter of cancellation from the [redacted] ’s The file is currently on an invoice through the billing company, however, the monthly payment would not even be due until the end of June, so there would not be any late notices mailed out in regards to this coverage Mr [redacted] ’s name was already removed from our mailing list, and since we are an inbound only call center, he would not receive phone calls from us However, that would not stop the plus other vehicle service contract companies out there from calling him or mailing him information Once we receive the letter, we will certainly get this cancelled out, we cannot refund anything because the down payment was refunded through the credit card dispute My best piece of advice would be to cancel Mr [redacted] ’s credit card so he is unable to purchase anything additional without her knowledge Our company gave cancellation procedures immediately, and would never have even taken his card information if he sounded impaired in any way There are numerous other companies that do not have as high of a moral standard I wish Mrand Mrs [redacted] the best, and once we have the cancellation letter, the policy will be cancelled like nothing ever happened Thank you for your consideration [redacted] Customer Service Manager ProTech VSC

Complaint: [redacted] I am rejecting this response because: I have yet to receive any proof of cancellation mail or Email, and/or a Bank Deposit, or check neither for the refund Sincerely, [redacted]

Hello, We apologize that this customer was not able to leave a messageAll Voicemails have been cleared outWe have reached out to this customer , and gone over the cancellation and refund information thanks,Protech Vehicle Services

Just reviewing the customer's statement, the customer says she has received several phone callsWe do not make outgoing phone callsWe have sent letter to the individualThe letter we sent we received no response toBased on the customer's request with the Revdex.com I have removed this customer from our marketing list but we have NEVER called this personWe do not have this customer's phone numberWe take customer privacy very seriouslyWe do apologize for any inconvenience they may have encountered, however the grievance is misdirected

We are sorry to hear that you have wished to cancel the policy with us. However the two times that we had spoken with this customer it was agreed upon to keep this policy. The first time was a misunderstanding about how the policy works and the second time was financial. We assisted the customer in...

making sure that this policy was affordable to their budget and they had agreed to keep this policy. After both conversations first one being on 10/23/2017 when it was misunderstood on how this policy works and the second time on 11/8/2017 when it was financial. He stated clearly that he wished to keep this policy with us. When the customer requested to speak with a supervisor,. The supervisor for customer service had reached out multiple times. We had left messages, but the customer never called back in to follow up with the supervisor. At times when our company attempted to reach out, the customer would hear who we where and then proceed to disconnect the call. I understand the customer wanting to cancel out the policy, however in order to do so we need to speak with him and respect the wishes of this customer. We have cancelled this policy out in our system. If the customer wishes to follow up, they can email Management at [redacted].com

Hello, We apologize that this customer was not able to leave a message. All Voicemails have been cleared out. We have reached out to this customer , and gone over the cancellation and refund information.    thanks,Protech Vehicle Services

Mr. [redacted] contacted our office on May 24th, 2017.  This was an inbound call from phone number [redacted] at approximately 12:42 pm central time.  I pulled the initial sales call because we don’t want ANYONE to be taken advantage of.  I have worked in this industry for a very long...

time, and I have heard calls with people that have called in with dementia, or memory issues, and the sales representatives are trained to recognize these and disengage the customer.  In this call, anyone listening would be hard pressed to tell that Mr. [redacted] had medical issues over the phone.  In no way am I saying that he doesn’t.  But unlike one of those typical calls, he didn’t automatically agree with anything.  He stated his wife primarily drives the truck, when it is driven.  He stated he is on a fixed income, that he likes the coverage, and plans to keep the truck.  He asked for a senior and a military discount.  The only information that Mr. [redacted] was asked to verify was the mileage on the truck, which he stated was approximately 75,000 miles, which sounds accurate for a 2012 vehicle driven for errands as Mr. [redacted] stated.  Once the cost was where Mr. [redacted] felt he could afford it, he stated that he can afford that and that he wanted to put the down payment of $195.00 on his American Express.  This call was around 30-35 minutes in length.   The call stayed on subject the entire time, and Mr. [redacted] sounded like he knew exactly what he was speaking about for the whole call.  If a call with a customer with a memory issue was actually to result in a sale, this call would be approximately 12-15 minutes in length.  The consumer would set up at the initial cost, without any discounts being applied to the account.  If the call stretches beyond that length, such as in the case of a lonely person,  the subject of the call would stray from the service contract into the customer’s life or family. Mr. [redacted] called on June 6th, 2017 at 9:09 am central time to cancel the policy.  Our representative gave him the procedures to cancel the contract, which are actually very simple.  Send a letter stating he wants to cancel, listing the reason for cancellation, a signature and a date.  He was given the address, which he confirmed with the representative.  He was told he would be issued a full refund.  He asked if the letter would need to be sent registered mail or anything like that, and he was assured that he didn’t.  Mr. [redacted] stated he would do this, said “Thank you very much” and disconnected the call.  Ms. [redacted] contacted our company on June 6th, 2017 at 11:44 am central time.  She was not on the file, however, as a courtesy, we spoke with her anyway.  She stated he called to cancel the contract, and asked if the contract was cancelled.  She was advised that the contracts are cancelled in writing, and that he was given the instructions to cancel the policy just that morning.  Ms. [redacted] stated that she filed a complaint with the Revdex.com and the attorney general’s office regarding the contract itself.   We advised that we can appreciate that she did what she felt she needed to do to protect him, however, the file has been noted that he is requesting cancellation and has been given the cancellation procedures.  I contacted Ms. [redacted] back myself, because she stated something about sending an email.  All of our confirmation emails are sent automatically by our computer system.  Anything she would have sent back would have gone to a computer system, and would not have been going to a live person.  She stated to me that she thought that we called her husband to set up the coverage.  I advised her that we did not contact him, he contacted us.  I also advised her of the cancellation procedures, the address, and that he would still be receiving a full refund.  I told her that there was no way for us to know that he was sick, he did not give that information over the phone, and that on the call he sounded perfectly normal.  She stated she would go back and look at his phone records to see that he actually initiated the phone call.  If she looked at his phone records from that date on the 24th of May, she would see an outbound call to a toll free number, which would be to our company.  As of June 12, 2017, we have not received a letter of cancellation from the [redacted]’s.  The file is currently on an invoice through the billing company, however, the monthly payment would not even be due until the end of June, so there would not be any late notices mailed out in regards to this coverage.  Mr. [redacted]’s name was already removed from our mailing list, and since we are an inbound only call center, he would not receive phone calls from us.  However, that would not stop the 200 plus other vehicle service contract companies out there from calling him or mailing him information.  Once we receive the letter, we will certainly get this cancelled out, we cannot refund anything because the down payment was refunded through the credit card dispute.   My best piece of advice would be to cancel Mr. [redacted]’s credit card so he is unable to purchase anything additional without her knowledge.  Our company gave cancellation procedures immediately, and would never have even taken his card information if he sounded impaired in any way.  There are numerous other companies that do not have as high of a moral standard.  I wish Mr. and Mrs. [redacted] the best, and once we have the cancellation letter, the policy will be cancelled like nothing ever happened.  Thank you for your consideration.    [redacted] Customer Service Manager ProTech VSC

I apologize that [redacted] feels this way.  The customer service manager that was here previously was not following procedures correctly, so I'm sure [redacted]'s frustration with what happened previously is valid.  There were no notes in the system regarding [redacted] wishing to cancel,...

and cancellations cannot be completed through email.  Per the terms of the contract, we need to have a written letter for cancellation, along with a notarized odometer statement.  This is clearly written in the cancellation procedures in his booklet.  If we receive this documentation before the contract cancels for nonpayment, [redacted] will receive his pro rated refund, as per the terms of the contract.  This information was provided to him by a representative yesterday.  We have deferred his March payment in order to give him time to get this paperwork in.  When we spoke with him yesterday, [redacted] first stated he sold the vehicle.  If the vehicle is sold, we only require a copy of the transfer of title, or the trade in paperwork, since he would not be able to provide a notarized statement.  Then [redacted] stated he would be putting modifications on the vehicle.  Again, this is a special case, and would only require proof of the modifications.  It wasn't until [redacted] stated he just didn't want the coverage that we were able to provide standard cancellation procedures.  If we had gotten the full story originally, he would have had this information much quicker in the call.  Again, I apologize that [redacted] is unhappy, and will process his cancellation in a timely manner once the correct documentation is received.  His cancellation date for nonpayment is May 24th.  Thank you for the opportunity to respond to his complaint.

Complaint: [redacted]
I am rejecting this response because:
I have yet to receive any proof of cancellation mail or Email, and/or a Bank Deposit, or check neither for the refund. 
Sincerely,
[redacted]

Just reviewing the customer's statement, the customer says she has received several phone calls. We do not make outgoing phone calls. We have sent 1 letter to the individual. The letter we sent we received no response to. Based on the customer's request with the Revdex.com I have removed this customer from...

our marketing list but we have NEVER called this person. We do not have this customer's phone number. We take customer privacy very seriously. We do apologize for any inconvenience they may have encountered, however the grievance is misdirected.

This policy was cancelled, and money was returned.