CarShield

Thank you for bringing this to our attention.  We have removed your information from our mailing list.  You should receive no additional mailed advertisements from our company.  We apologize for any inconvenience this has caused.

We have removed Ms. [redacted] from our mailing list as she requested.

Initial Business Response /* (1000, 5, 2015/09/23) */
Ms. [redacted]'s was mailed a revised contract with the purchase price she has mentioned.
Ms. [redacted] has previously called our office requesting cancellation. Her coverage has been cancelled and she was sent a check for her refund of...

$150.00, as she stated her Visa card was no longer active.
Ms. [redacted]'s refund was mailed to her PO Box on September 11, 2015.

Complaint: [redacted]
I am rejecting this response because: there was no notation or sufficient explanation provided regarding a prorated amount. In addition, the customer service rep should be trained to acknowledge the need of the customer, and force the issue.
Sincerely,
[redacted]

Thank you for bringing this to our attention.  We appreciate the opportunity to respond to your complaint.There are dozens marketing companies out there that "cold call" consumer and send out mailed advertisements.  CarShield does not "cold call" consumers.  We record all incoming and...

outgoing calls and show only 2 incoming calls from the number you listed in this complaint on 1/25/2018.  We removed your information from our mailing list, as you requested, at that time.We do not show any other calls from or to the number you have listed.  If you have called a company in the past, it was not CarShield.Again, we have removed your contact information from our mailing list as you requested.Respectfully,Consumer Relations

We show no calls to or from the number Mr. [redacted] has listed in this complaint.  We have not spoken to Mr. [redacted].What happens on a regular basis is that a consumer will be receiving calls from another marketing company.  The consumer then receives one of our Company's mailed...

advertisements and assume the calls were coming from us as well.  That is not the case.Our company does NOT cold call consumers.  We only call previous customers who's extended service contract they have purchased prior is getting ready to expire or has expired.We will, however, create a file and remove Mr. [redacted] address from our mailing list. Respectfully

As we are only the Marketer that Mr. [redacted] purchased his Interstate National Dealer Services Extended Coverage from, we have no influence or authority over claims procedures, approvals or denials. If Mr. [redacted] has a complaint regarding a claim, he would need to direct that complaint towards...

Interstate National Dealer Services @ [redacted].  [redacted].  Interstate National Dealer Services is an A+ rated, Revdex.com Accredited Administrator and will be able to fully address this complaint.  As stated in his contract and during the sales call, the administrator of his coverage is Interstate National Dealer Services, Inc.  Hopefully this information will help Mr. [redacted] to resolve this matter.

Thank you for bringing this to our attention.  We appreciate the opportunity to respond to and resolve this matter.We have spoken to Ms [redacted] since she filed this complaint and have resolved this matter.  RespectfullyCustomer Relations

I attached a photo of the letter I received, which should contain the ID number requested.

Thank you for bringing this to our attention.  We appreciate the opportunity to respond to and resolve this matter.Mr. [redacted] called our office on May 13, 2017 and requested cancellation of his contract.  We credited his Visa card ending in [redacted] on May 15, 2017 in the amount of $150.00....

 The cancellation was taken care of quickly and efficiently.  In generally takes Visa about 3 business days to show a credit to an account once we have initiated the credit.We feel this complaint has been resolved.

Initial Business Response /* (1000, 5, 2015/08/27) */
We show no outgoing calls to the number Mr. [redacted] has listed in this complaint.
Our company does not call consumers unless they have purchased coverage through one of our administrators previously and it is nearing expiration or has...

expired.
There are many marketing companies that do "cold call" consumers, we do not.
Mr. [redacted] mentions the name National Dealer Services, that is not our company nor are we affiliated with them in any way.
We respectfully request that this complaint be removed from our file and closed as invalid, as we have never spoken to Mr. [redacted].
Thank you.

Initial Business Response /* (1000, 5, 2015/09/09) */
Thank you for your correspondence regarding Ms. [redacted]'s complaint. We appreciate the opportunity to respond to and resolve this issue.
We do believe that the mailer sent on our behalf is clear as to what service we are offering, if the...

consumer reads it.
Our mail piece states, "This letter is to inform you that IF your factory warranty has expired, you will be responsible for paying for any repairs". It then goes on to offer the OPTION to protect the vehicle beyond the factory warranty.
The administrators we market for are all Revdex.com Accredited and A+ rated. Each administrator offers several levels of mechanical breakdown coverage based on that consumer's vehicle's specific make, model and mileage.
If Ms. [redacted] can provide the ID number that appears on the mailed advertisements we can determine whether this mail piece was sent on our behalf or sent from one of the many other marketing companies out there.
If it was sent on our behalf, we would be happy to remove Ms. [redacted] from our mailing list.
Until that can be determined, we respectfully request that this complaint be removed from our file.
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]

Complaint: [redacted]
I am rejecting this response because:  This company should not be allowed to operate or have a business license. Ideal threats, derogatory comments or misleading information is not ethically appropriate and they should be stopped at all levels from sending any type of advertisements to the general population.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/26) */
As we are not the obligor/administrator of this contract, we have no influence or authority over claims procedures, approvals or denials. That responsibility lies solely with United Car Care, as this is their contract and they are the...

administrator of the contract.
We have contacted United Car Care and they show the claim in question was denied because the independent inspector deemed this to be a pre-existing issue with the vehicle before the purchase of their coverage.
Any question or concerns Mr. [redacted] has regarding any claim issue would need to be directed toward United Car Care, as they can fully explain the repair needed, and the claims process.
We do show Mr. [redacted] called our office and stated he wished to cancel the coverage. The cancellation procedures were relayed to Ms. [redacted], his coverage was cancelled and he has been issued a prorated refund, as it was explained to him in the call.
Mr. [redacted]'s refund, minus the $50 cancellation and inspection fee, came to $236.98. $200.00 of that refund was credited back to his Discover Card on January 5, 2016 and the remaining balance due was mailed to the address he provided to us on January 5, 2016.
We consider this case resolved. However, if Mr. [redacted] has any further claim related issues or questions, he needs to address those toward United Car Care at the address listed in his service contract.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off the problem with the car was not a pre-existing issue because it was not determined that the problem existed until well after I had purchased the warranty. And if that's what they claim then any time anyone tries to utilize their warranty, they could come back with that same itic excuse, since the warranty was purchased after their original warranty runs out. They are taking advantage of unsuspecting people by promising them everything and providing them with nothing in return. They claim it was normal wear and tear and that is what they consider a pre-existing issue well that would be the case with every single claim to them. It clearly states in their first paragraph that they would cover the cam shaft and they say it's a pre-existing condition. That is a lie and they know it. I would like to submit the very first page of covered parts and problems from my booklet and the diagnosis from the Mercedes Benz dealer they said I have to use to get the work done so that you can see what they said and what they are not doing for me. There is also a recorded conversation between me and one of the customer service reps that told me she would refund all my money back within 30 days. And they are not responding to any of that information either.
Final Business Response /* (4000, 12, 2016/01/28) */
Again, any claim related question would need to be directed toward [redacted] P O [redacted] Greenwood Village, CO XXXXX X-XXX-XXX-XXXX. As this is a service contract through and administrered by United Car Care, they have full authority over claims procedures, approval and denials and would be able to fully explain their denial.
United Car Care is A+ rated and Accredited by the Denver Revdex.com. As stated in the contract on page T10, "In the event of any dispute concerning the interpretation of your contract by the administrator, you agree that it shall be resolved by arbitration by the Denver Revdex.com in accordance with the rules of the Revdex.com"
If this claim denial remains in dispute, please file your complaint with the Denver Revdex.com, as stated in in your contract.
Regarding the refund policy, as stated in your contract on page T11 and as relayed to you by phone; you are entitled to a full refund if you cancel within the first 30 day "free look" period. After that period, your refund will be calculated on a pro rata basis less claims paid and processing fee of $50.00.

Initial Business Response /* (1000, 5, 2015/05/06) */
United Car Care, the administrator of Ms. [redacted] extended coverage, has full authority over all claims procedures. Their notes regarding the claim denial are as follows:
"04/30/2015 09:13:32 AM
CUSTOMER CALLED SAYING FAILURE WITHIN...

INITIAL GRACE WAS NOT REPAIRED AND NOW WANTS TO FILE THE CLAIM FOR THE SAME FAILURE, TOLD HER SHE CANNOT FILE A CLAIM FOR THE FAILURE THAT WAS IN THE WAITING PERIOD, SHE HAS TO PAY FOR REPAIRS AND KEEP RECEIPTS.
04/30/2015 09:01:33 AM
EXPLAINED AGAIN TO CONTRACT HOLDER THAT CLAIM WAS CALLED IN WHEN CONTRACT WAS NOT IN FORCE (WITHIN THE WAITING PERIOD) AND SHE WOULD BE RESPONSIBLE TO PAY FOR THESE NEEDED REPAIRS"
United Car Care denied the claim because it was initially submitted during the grace period, first 30 days and 1000 miles) of the contract....not repaired, then resubmitted same repair.
The waiting period is addressed in the initial sales call and is also included in the contract Ms. [redacted] received.
We have cancelled Ms. [redacted]'s coverage, as she requested, and she will be receiving a prorated refund, as stated in the contract and covered during the sales call and subsequent calls with Ms. [redacted].
Her down payment will be credited back to her Via Card and should show as a credit within 3-5 business days. The remainder of her refund will be sent to her in the form of a check by United Car Care within 10-14 days.
We will waive the cancellation fee as a gesture of goodwill.
Respectfully,

Initial Business Response /* (1000, 7, 2015/09/15) */
I have contacted American Auto Shield on behalf of Mr. [redacted]. American Auto Shield is the obligor/administrator of the Extended Service Contract Mr. [redacted] purchased.
American Auto Shield stated that the failed components in the claim...

presented to them were not listed as covered in the contract the [redacted]' purchased.
The [redacted]' may choose to retain their coverage for future repairs, or they can choose to cancel their coverage.
We would be happy to help the [redacted]' with whatever decision they make.
Respectfully,

Initial Business Response /* (1000, 5, 2016/02/05) */
We appreciate the opportunity to respond to and resolve the above listed complaint.
The mailed advertisements that we send DO NOT contain a government seal, official seal or seal of any kind. They never have.
We do show one call in our...

system from Mr. [redacted] that we missed. One of our representatives called him back as a courtesy. During that call, Mr. [redacted] requested that he be removed from our mailing list. Our representative stated that he would take care of that request immediately, and did.
Mr. [redacted]'s contact information has been removed from our mailing list. He should receive no mailed advertisements from our company.
It is worth noting that there are many marketers that send similar mail pieces. If Mr. [redacted] is receiving a mailed advertisement with some type of official looking seal on it, they are coming from a company other than ours.
Unfortunately, or fortunately, we are a very mature company that is always here and responsive to consumers needs. That means, when they fly-by-nights are closed and gone, we are left to deal with misplaced angst.
Lastly, from what we can tell, with all due respect; Mr. [redacted] uses English as a second language, which adds another level of misunderstanding to the issue.
Again, Mr. [redacted] has been removed from our mailing list and should receive no advertising from our company.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, I need a handwritten apology from your shaggy company. Your mails have government seal and have treating fine and message and you know it. You never put the name or the address of your company because of the bogus marketing programming you are running, treating people with fine and misleading them in paying you warranty that you never honor. So you know Mr [redacted] I find out that that you have been running your scam for long time, and changing name every time. See below for an entire article from Revdex.com about your past scam works.
Your have been running your scam under multiple company names including: NRRM Enterprises, LLC Stop Repair Bills or StopRepairBills.com
I need you to stop sending all letter to [redacted] and [redacted] at [redacted] N [redacted]
I need you to tell us how you get our car and addres information from
I need an official hand written apology from you, MR English Scammer and your company
And if I don't get the above 3 items, expect a lawsuit, and start putting financial resource on side to defend scam
[redacted]
Final Consumer Response /* (1500, 9, 2016/02/08) */

Initial Business Response /* (1000, 5, 2015/06/05) */
Ms. [redacted] was called several times regarding past due payments. She was also sent notices from Omnisure Group, the payment processing center handling her payments. I have attached those notices going back to January of 2015.
Ms. [redacted]...

was told about the cancellation policy during the initial sales call...."in the event your coverage cancels for non-payment, no refund is due", and it is also addressed in the contract she received.
Ms. [redacted]' coverage cancelled for non-payment on March 22, 2015 after several attempts by phone and mail to reach her regarding this issue.
She is due no refund.
Initial Consumer Rebuttal /* (1500, 6, 2015/06/05) */
I was never told that I would not receive a refund for non payment. None the less I still didn't receive the contract in the mail. As I stated their third party collection agency didn't send me an invoice which should have been invoiced out to me. I would like my refund from my previous policy. Since they do not want to refund all of my money.
Final Business Response /* (4000, 13, 2015/06/10) */
Ms. [redacted] had prior coverage with us that she cancelled. She used the money she had put into her prior coverage as the down payment on coverage for her 2011 Mazda 6.
She was then notified several times by OMNISURE, the payment processing center,when her account fell into past due status. Her account then cancelled for non payment.
The cancellation policy is part of the sales script and recited to every customer during the time of purchase at the end of the call. "Should your coverage cancel for non payment, no refund is due".
I am sorry, however Ms. [redacted] is due no refund at this time.

Initial Business Response /* (1000, 5, 2016/01/07) */
Thank you for your correspondence regarding Mr. [redacted]'s complaint. We appreciate the opportunity to respond to and resolve this issue.
We do believe that the mailer is clear as to what service we are offering, if the consumer reads it....

As Mr. [redacted] stated in his call, "I know what this is for".
The mail piece states, "This letter is to inform you that IF your factory warranty has expired, you will be responsible for paying for any repairs". It then goes on to offer the OPTION to protect the vehicle beyond the factory warranty.
The administrators we market for are all Revdex.com Accredited and A+ rated, as Mr. [redacted] was told each of the two times he called our office. United Car Care was mentioned to Mr. [redacted], specifically, in first call.
Each administrator offers several levels of mechanical breakdown coverage based on that consumer's vehicle's specific make, model and mileage. Over 2 million dollars in covered repair claims have been paid just last year alone.
One example of our A+ rated administrators is United Car Care. They have been Revdex.com accredited since 1999. Here is a link to their Revdex.com page.
http://www.Revdex.com.org/denver/business-reviews/auto-warranty-plans/united-car...⇄
We have removed Mr. [redacted] from our mailing list as he requested and he should receive nothing further from our company.
We hope this addresses and resolves this concern. Please let us know if you need any additional information.
Respectfully,
Consumer Relations