PreciousPieces by Suzanne

In regards to our VSC we offered, it is for full bumper to bumper coverage that most vehicles only have power-tran warrantyAlso with the shipping receipt that you were suppose to get back, that in no way is in our handsThat has everything to do with USPSSorry that is out of our controlWe
only wait to receive back the booklet because it has your contract number in there to close outWe apologize that you had to result to going to your bank, but now it is in your banks handsIf you have any questions please call customer service Monday to Friday 9am to 5pm and ask for ***.

Hello *** *** *** Thank you for leaving a review regarding your experience with MVA's enrollment centerWe use all reviews to ensure we are consistently upgrading the consumer experienceI have looked into the phone number that you have provided here and all the information regarding your
situationI have noted that our calling system has tried to reach out to you around times from 4/19/to 5/24/Eight of those times we were not able to speak with youHowever, you did speak with various representatives in the month of May that did in fact decline to put you on the Do Not Call listThose representatives are no longer employed here for that, as well as various other reasonsI have also listened to all the calls relating to your phone number as we do record all callsWhile the representatives did decline to disposition your call correctly to ensure you will not get called again, the representatives did not by any means insinuate that we are 'Toyota' or affiliated with *** or the dealership in any wayOur training process for all telephone representatives always stress the fact that we can not and will not ever misrepresent ourselves as a dealership or the manufacturer of any car companyThere are severe disciplines that we have in place here for anyone who violates thisAlso, we do not nor have any way to track any vehicles or persons information that may come to one's householdFurther more, on 5/24/you were added to our do not call listYou called our customer service department, quite frustrated might I add, and this was done immediately for youAfter 5/24/2018, you have not received any other calls from our officesWe do apologize for the inconvenience of unwanted calls, as well all understand how much of an annoyance they can beWe are currently working on upgrading our training and re training processes as well as our internal calling system to ensure that those who wish to be added to our do not call list are immediately added therePlease note that this will not prevent any other companies who may have similar names or offer similar services from contacting youTo stop all unwanted calls, please look into the National Do Not Call List: https://www.donotcall.gov/

Complaint: ***
I am rejecting this response because:As I said previously, my wife, who is a two-time stroke victim, received an unsolicited phone call from *** *** of NWVASince my initial complaint, having spoken to my wife in further detail about this phone call, Mr*** was told as much by my wifeShe suggested that he call back later to speak with me when I returned from workHe said that if she did not respond to this offer of protection on this phone call that the protection would no longer be availableMy wife did not know what to do so she decided to give Mr*** a credit card numberMr*** also informed my wife that if we decided against this protection, all we HAD to do was call and declineA few days later, I called NWVA and spoke with *** ***Mr*** told me to wait until the contract came in the mail, to read it overIf I decided against the protection, all I needed to do was call back and declineAt that time the $deposit would be refundedMr*** never mentioned that I would need to submit IN WRITING a cancellation requestIn my opinion this business is a "hard sell" business and preys upon the indecision of its prospective clientsThis business is also misleading people into thinking that to decline their offer, all they have to do is callThe written cancellation requirement is only mentioned in the contract that you receive in the mail
Regards,
*** ***

Hello *** *** Thank you for leaving a review of your experience with us at MVA! We use all reviews to ensure we are constantly upgrading the consumer experienceI was able to pull phone records base off of your phone number provided hereIt looks like our database has tried to contact
you times from - 3.19 and out of those times, there was no contact with one of our representativesThree times, you briefly spoke to a representative for no longer than secondsThe last representative you spoke with on 3/placed you on our Do Not Call List after speaking with youYou will no longer receive any calls from our organization againPlease note, this will not cease any other companies who may offer the same services from calling youFor assistance with stopping all unwanted calls, please visit: https://www.donotcall.gov/ We truly apologize for the annoyance and inconvenience that may have occurred with us calling youIf you have any other questions or concerns, feel free to call our support telephone number at *** *** *** Monday-Friday 9AM to 5PM Est

Hello *** *** Thank you for leaving a review regarding your experience with us at Motor Vehicle AssuranceI have looked into any calls made to the telephone numbers you have provided hereAll call are monitored and recorded for quality assurance purposesSearching and listening to
the calls, it has been found that the first call we made to you on 6/and the second call we made to you on 6/- you hung up the calls on both occasions without expressing your want to be put on the Do Not Call ListOn 6/25, an enrolling representative called you and tried to offer our services and it was at this point you asked for a supervisorShe did offer to put you on the Do Not Call list but you wanted to wait for a supervisorThe call was ended after a period of hold time due to computer errorYou called back in shortly after and reached our Inbound Contact Manager who then placed your number on the Do Not Call listYou will not be called by our office again but please note that this does not prevent other companies from contacting you with similar names who offer similar servicesTo stop all unwanted calls, please look into registering with the Do Not Call List: https://www.donotcall.gov/

*** ***Thank you for your responseTo reiterate, during the course of initial contact made to you on 8/5/2016, the sales representative (which was not Frankie as he is part of our customer service department, not sales) expressed to you that you had a day review period as well as the verification agent you spoke with at the end of the callTo add, the disclosure on the day review period allowed to you by federal and state law is in fact descriptively outlined in the policy handbook you received in the mailI have personally listened to this recording myself as of yesterdayIf you would like to hear it, you are welcome to call the customer service department anytime Monday-Friday AM to PM EST at *** *** *** and ask any of our customer service representatives to play it for you. To follow up, I had located your cancellation documentation yesterday received as of 9/21/in which you did send us an odometer reading of your vehicleA check was drawn up for your refund to be sent out to your address on file as of 10/13/One of our customer service representatives called you yesterday afternoon and left you a message to call us back so we can provide you with the tracking number on the certified mail receiptYou called us back a couple hours later, Frankie- our customer service representative then gave you the amount you would be receiving and tracking number to your check and you expressed your thanks to him before polietly ending the call.If you have any other questions, concerns, or would like to speak with me directly - please call our customer service number *** *** *** *** *** Have a great day!Sincerely,Stephanie C*** Customer Care SupervisorNationwide Vehicle Assurance** *** *** *** ***
*** *** ** ***
*** *** *** *** ***

Upon receiving a written cancellation letter, we go ahead and process the transaction of a refundWe encourage all customer to read over the contract that they agreed to before cancelingThe status of your contract in the system is still activePlease call customer service between the hours of
a.m to p.m eastern standard time Monday to FridayCustomer service will be happy to help you.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Like most reputable companies we have a cancellation policyIf you are within your days and send back the product we sent to you, we cancel it out and refund 100% of the down depositIf you do not call in and follow the cancellation policy, no further action would be taken to fully cancel out
the contractOne payment in the amount of $was taken out for one month of serviceUpon cancelling your policy and returning the product a pro rate amount would be given based off the time and miles usedPlease contact customer service for further assistance.?

Motor Vehicle Assurance is an licensed underwriter that extends warranties for dealershipsWe will continue to properly train our employees to assure customers do not get any information mixed upIf you have any questions regarding the status of you contract please contact customer service.?

Hello MsVass,? I would like to first sincerely apologize about your experience with one of our representativesAs of 5/18/2017, the issue was addressed right away and handled properly in accordance to our company compliance policy- immediately following your call into our customer service
officeAdditionally, your telephone number was removed completely from our databaseYou shall not receive any calls from us going forward.? Lastly, I would like to thank you for calling in and speaking to a member of management on 5/regarding your experienceWe ensure that our company does not tolerate this sort of belligerent behaviorWe pride ourselves on honest business and sales practicesGoing forward, members of management will continue to ensure all representatives are taking compliance just as seriously? If you have any questions or concerns, please do not hesitate to contact us at *** *** ***? Monday-Friday 9AM to 5PM Eastern timeThank you!?

Hello *** ***Thank you for leaving a review regarding your experience with usWe use all reviews to ensure we are always upgrading the customer experienceFirst and foremost, I would like to explain a little bit about the enrollment processIt sounds like there may have been some
miscommunication regarding thisAt no point in time throughout enrollment is a deposit/money forced out of a potential customerThe calls begin with our processing agents simply calling potential customers with qualifying vehicles, an offer for the extended service contract that best suits their vehicle and needsThe agent will explain all the benefits of having it and if the potential customer declines the offer, then the call simply endsIf the customer would like more information, a processing manager will the take over the call to explain the policy in more depth as well as any payment optionsIf a potential customer would like to take advantage of the coverage, a deposit is then required to enrollThis is a requirement with almost all coverages/insurances consumers needAll enrolled customers also have a day review period to cancel if they chose to receive that full deposit backIf a customer cancels after the day window, a pro -rate will be given (considering the contract will then be in-force)After initial enrollment, the consumer (given they have an email address) will receive a receipt for the transaction as well as a welcome email including a temporary copy of the policy for their vehicle in PDF form until the official paperback copy is receivedThis is all done to ensure the customer has full knowledge and understanding of the product that is offered, even before the information arrives in the mail.In conclusion, we always believe in ethical business practices as that is the key to happy and revolving customersWe would be more than happy to answer any other additional questions or concerns for youWe can be contacted at *** *** *** Monday-Friday 9AM to 5PM Eastern time

I am sorry to hear about the confusionThe refund was submitted to the bank, but the mix up with changing over to a different company resulted in the denial of the refundPlease call me at *** *** so we can resolves thisSorry and thank you for the understanding of the
situation.? *** ***Compliance Director

Hello *** ***? Thank you for your review regarding your experience with our companyWe use all feedback, positive or negative, to ? ensure our company is always improving.? From the number that you provided above, I was able to review any information we might have had in regards to
contacting youYou were contacted twice? I do see that on 8/24/2017, you spoke with a representative for seconds and expressed that you were not interested in our productThe call endedYou spoke with another representative on 9/7/2017, wished to be added to our DNC (do not call) list after seconds and the representative dis-positioned the phone number directly to our DNC listWith that being said, you should not be contacted by our office again unless you express your interest in receiving our callsWe do apologize for the inconvenience and if it caused any concern, but rest assured it has been handled on our endIf there is anything else you may need, or if you have any other questions or concerns - please don't hesitate to contact me directly at *** *** *** *** ***? I'm in the office from 9-Monday - Friday Eastern time.?

All of our customers go through verification before everything is finalizedAfter reviewing the recording you stated that you wanted to go through with the day trial period with the $dollars down and review it with your husbandAfter the days if you did not cancel, then would the
$be billed for the monthly serviceTo finalize your request to cancel and to resolve this please call me at *** ext*** my name is ***.?

Hello ***? ? Thank you for submitting a review here with MVAI have looked into the call history with the phone number you provided and I did notice a series of calls that we understand could be annoying for an unwanted serviceWith that being said, I have officially placed your number
into our DNC (Do Not Call) databaseYou should no longer be contacted by any of our representatives going forward but please note that this will not stop other companies who may provide the same service from calling youFor more information on stopping all unwanted calls, please look into placing your number on the National DNC listIf you have any other questions or concerns, please call our support department at *** *** *** and ask to speak with a member of managementHave a great day!

Hello *** ***? ? Thank you for submitting a review regarding your experience with MVAWe use all reviews to ensure we are always upgrading our customer experienceWe do record and monitor all of our calls for quality assurance purposesAfter reviewing all of the phone calls linked
to your account, it sounds as though our customer support staff was polite and informative regarding the policies and procedures of a cancellationThere are also no calls where a representative hung up on you while inquiring about a refundIn fact, you received a call on 11/10/letting you know that your deposit refund was completed and should show up in your account with 48-hoursWe apologize for not having received your letter the first timeWithout a tracking number on the letter, we would have no idea what could have happened to itAs far as the faxed letters are concerned, the only one received was on 1/9/We use an online fax system that does track each fax going in and out, dated, with the statusA fax has not been received prior to 1/9/Now, due to your letter being dated for November as well as us refunding our initial deposit on 11/10, we did cancel out your account so that no future billing will occurAlso, the finance company has been alerted to refund the payment that was drafted on 12/4/in the amount of $You shall see this refund within the same 48-hour time frame? We apologize again for the discrepancy, but we did our best to ensure you were handled properlyIf you have any other questions or conerns, please call us at *** *** ***? and ask for a supervisor of complianceThank you! ? ?

*** ***Thank you for providing us with your feedback on the your experience with usWe apologize if you feel as if it was not to your expectationWe strive to provide each and every customer with satisfaction and complete careOne of our ways to accomplish this goal is by recording and
monitoring each and every phone call made to and from our customer care department.? With this being said, I have monitored your accountOn a call placed to our customer service department on 1/30/2017, you spoke to the customer service manager who offered assistance with your decision to remain with our coverage, instead of a pre-existing policyA form was sent to you, just as she promisedOn 2/2/2017, there were quite a few calls placed to our customer service departmentOne of those calls, you spoke to one of our customer service representatives regarding the financial part of your policyIn this call, she offers to stretch the term of your payments out to make it more affordable for you as well a half of a refund back of your initial down deposit agreed upon on 1/19/Records show on 2/7/2017, the partial refund on your down deposit was returned, as promisedA representative called you on 2/8/to let you know the refund was processed and provided you with a transaction numberOther calls you placed to our customer service department on 2/2/were regarding the assistance we were providing youLastly, on a phone call placed on 2/14/2017, you explained to another customer service representative that even with the assistance we have provided you, the partial refund, and the monthly term extension adjusted for your budget financially, you still wanted to cancel our policy simply because we would provide you with a FULL refund and your pre-existing policy is only giving you a small percentage of what your pro-rate should have been.? Following that phone call, we received your official notice of cancellation on 2/23/and was immediately cancelled that dayThe other half of your initial deposit was refunded back to you shortly after on the date of 3/2/A phone call from a customer service representative followed the refund, to ensure you were aware that we have received all cancellation documentation and that you have been refunded in fullTo date, we have done all as promised to you.? Again* *** *** we do apologize if you find our assistance handling your account was not to your expectationsCustomer satisfaction is what we strive for, whether this means adjusting a premium to a customers budget or simply paying a claim to ensure the customer is not facing a huge repair billIn the future if you have any questions, concerns, or comments, please call us at *** *** *** Monday-Friday AM to PM eastern time.? ? Stephanie C***- Compliance ManagerMOTOR VEHICLE ASSURANCE** *** *** *** ***
*** *** ** ***
*** *** ***
? ? ? ? ? ? ?

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Sorry to hear about the inconvenienceWe require that all customers send a letter to us for cancellation purpose as per the contractAfter receiving the cancel letter, customer service cancels out the contract.? In the system it shows the policy was taken out on 3/18/and cancelled
4/8/Per Georgia’s laws as stated in the contract “If you have cancelled this contract and have not received a refund from us or the administrator within sixty (60) days of such cancellation, you may contact the Insurance Company identified ? on the Declaration Page”We are very aware that we have days to refund the monies owed back to youThank you for understanding.?