Safeguard Auto Direct

Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ Contact Name and Title: [redacted] - HR Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @safeguardautodirect.com [redacted] purchased vehicle service coverage for her Nissan Rogue on 10/21/Ms [redacted] did not have the exact mileage on the vehicle at that time and was advised of the importance of that information for her policyA representative contacted Ms [redacted] one time on 10/22/for the exact mileage, Ms [redacted] stated she would call back in 5-minutesMs [redacted] instead contacted Customer Support and requested the policy be cancelledThe representative assisting Ms [redacted] only attempted to discover the reason for requesting cancellationMs***'s response was to curse at the representative and disconnect the callMs [redacted] contacted Customer Support again, spoke to a different representative, and requested the policy be cancelledMs [redacted] stated we continuously contacted her for the mileage on her vehicle, per call records it was one timeMs [redacted] spoke over the representative attempting to assist her and was the only person who was rude on either phone callMs***'s policy was cancelled on 10/22/per her request and full refund was issued to her [redacted] account ending in ***

Ms [redacted] purchased a vehicle service protection policy on 7/14/ At the time of purchase Ms [redacted] was advised the policy had a day mile probation period during which time no repairs or issues that occur with the vehicle during that time would be covered Ms [redacted] contacted our Customer Support Department on 7/21/stating she was having problems with her transmission and wanted to know if it was covered Ms [redacted] was reminded again of the probation period Ms [redacted] was also reminded of the probation period on 8/15/and 8/16/when she contacted Customer Support again upset that her transmission repair was not being covered since she was now outside of the probation period Ms [redacted] contacted the Customer Support Department again on September 27, and requested the policy be cancelled The representative assisting Ms [redacted] advised her of the cancellation procedure outlined in the vehicle service booklet which was mailed to Ms***'s residence on 7/19/ Once Ms***'s required written request of cancellation is received the cancellation process can being and a refund will be processed within business days of the date the request is received Included is a copy of the vehicle service booklet as it was mailed to Ms***'s residence

Ms [redacted] was provided our Customer Support phone number in our previous response and no contact has been received from Ms*** Our Accounts Receivables Department attempted to contact Ms [redacted] on September 6, 2017, regarding a past due installment on her policy, via phone and email, and has received no response to either attempt The email attempt also includes a phone number Accounts Receivables can be reached Ms [redacted] may contact the Accounts Receivables Department and they can transfer her call to the Customer Support Department if she is having problems reaching them herself Business hours for both department are 8am - 5pm Monday through Friday

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]

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 / [redacted] (1000, 12, 2015/09/03) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @safeguardautodirect.com The vehicle service coverage [redacted] purchased has been cancelled as requested and full refund has been issued to the customerThere is a processing procedure that must be followed in order to issue a refundAny further questions or concerns regarding the refund or vehicle service coverage may be directed to the Customer Support Department at XXX-XXX-XXXX

Ms. [redacted] has contacted our Customer Support Department on more than one occasion regarding the policy she purchased on March 3, 2017. On each occasion she has ended the call by advising the representative she would need to speak to her son regarding the policy or has disconnected the call... abruptly. No written request of cancellation has been received from Ms. [redacted] . On April 18, 2017 a supervisor attempted to contact Ms. [redacted] regarding her policy but was not able to speak with her at that time and has not received a response to the message left requesting a return call. Safeguard Auto Direct will be more than happy to help Ms. [redacted] with any concerns or questions she has regarding the policy but we do need some kind of contact from her in order to do so. For any questions or concerns our Customer Support Department can be reached at 855-494-4424.

MsI***'s contact information has been removed from our system No further calls will be made to the phone number provided

01/03/2018: Mediator sent consumer email requesting update.01/05/2018: I stopped making payments, so that action cancelled the policy No explanation was ever given for the fact that the phone numbers given on my materials were not answered I detailed my attempts to contact the company They require pre-authorization before repairs can be made under the policy I find it unacceptable for them to require a pre-auth, then they do not answer the phone number stated on the cards, nor did the number provide an opportunity for me to leave a message.No refund or partial refund, nor any offer or suggestion to refund my payments was ever given to me.This company did not provide the service I had paid them for The service plan required me to phone them in the event of a potential claim Their failure to answer the phone line (that was given on my materials from the company) breached the service agreement I feel I should be refunded Thank-you for your help It was not until after I had filed a complaint with you that the company contacted me, then they gave me a working phone number It was determined that my auto repair did not qualify, so I did not need to submit a claim I was very upset by the fact they did not answer the phone when I had called.01/22/2018: Mediator emailed consumer requesting phone number for the business.01/23/2018: Yes, the difficulty of contacting this business is precisely my point! Yet they demand Pre-authorization for any repairs They are not providing the service we customers purchased, at no small price The service they agreed to provide is contingent upon them answering their phones This is why I feel their business is fraudulent.The phone numbers on my wallet cards are: [redacted] (claims) [redacted] (roadside)Thank-you for looking into this 01/29/2018: Sent email to consumer providing update

After purchasing a vehicle service policy on November 17, 2016, Ms [redacted] contacted our Customer Support Department also on November 17, and requested a refund of the $down payment authorized to begin the policy Safeguard Auto Direct agreed to process a credit of $back to Ms [redacted] MasterCard account The credit was processed on November 21, and can take 1-business days to post to the account The Transaction ID is available upon request For any further questions or concerns Ms [redacted] may contact our Customer Support Department at [redacted]

Complaint: ***
I am rejecting this response because:
I am again rejecting this verbiage because it does not address my request for the $dollars refundThe company received my cancellation requestand still don't mention how the necessary refund will proceedThis text is a repetition of previous communications and only delays the necessary refundThanks for your attention
Sincerely,
*** ***

Safeguard Auto Direct is very sorry to hear of the problems Mr*** is having with his vehicle, however, policies purchased through Safeguard Auto Direct do not cover cosmetic damage as stated in the vehicle service booklet mailed at the time of purchase. Mr*** may contact our Customer
Support Department Monday through Friday 8am to 5pm CST at *** for further questions and assistance. Safeguard Auto Direct would also like to advise Mr*** that we are unable to locate a policy with the information provided at this time so when contacting Customer Support please provide a policy or account number so that your information may be more easily located. We do not believe, based on the information provided at this time, that Mr*** currently has a policy purchased through Safeguard Auto Direct. We would also like to advise that Safeguard Auto Direct is simply a selling agent and does not actually provide the coverage on the vehicle

Ms***'s vehicle service policy was cancelled on November 28, per her request. A refund of the $down payment authorized at the time of purchase was processed also on November 28, 2016. It can take anywhere from 1-business days on average for a customer to see
the credit on the account, however, it can take up to days. Once the credit has been processed it is up to the customer's financial institution to apply the credit to the customer's account. If Ms*** has any further questions she may contact our Customer Support Department at ***

Ms***'s request was received on March 21, however, Ms*** also spoke with a Customer Support Representative on March 21, and advised she would discuss the policy with her son and might continue with the policy. Since Ms*** advised she may continue with the coverage this voids the previously received cancellation request. Ms*** was required to provide another written request of cancellation and advise of her final decision. The only other communication received from Ms*** was on April 18, when she disconnected the call before the representative assisting her could advise another written cancellation request was required. Ms*** has chosen to not respond to further attempts at contact

Complaint: ***
I am rejecting this response because
I have received the Safe Guard Auto response to my claim.I want to challenge this assertion: "Ms *** written request for cancellation has not been received in our office."On 3/24/I filled the form included in the contract SafeGuard Auto mailed to me, named TRANSFER/CANCELLATION APPLICATION, AND SENT IT BY CERTIFIED USPS MAIL TO THE ADDRESS REGISTERED IN SUCH FORM: 10151 DERWOOD PARK BLVD, BLDG 100, SUITE 500, JACKSONVILLE FL, 32256SUCH FORM WAS NOTARIZED BY MR*** ***, COMMISSION # FF 975066, STATE OF FLORIDA.THE USPS OFFICE PROVIDED ME WITH A RECEIPT, WITH TRACKING NUMBER: ***DELIVERY CONFIRMATION HAPPENED ON: MARCH 21, 2017, AT 10:AM(SIGNATURE) ** ***JACKSONVILLE, 32256I can fax this document to the number you can provide, any time
Sincerely,
*** ***

I still have not received my refundI would like my money as soon as possible

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
Sincerely,
*** ***

Ms*** purchased a vehicle service contract from Safeguard Auto Direct on July 12, 2017. No money was withdrawn from Ms***'s Visa account without her verbal authorization to do so. Ms*** contacted the Customer Support Department on July 31, and requested the policy be
cancelled. Cancellation was processed per Ms***'s request and a credit of $was processed to her account on August 1,

Complaint: ***
I am rejecting this response because: I attempted to phone safe guard claims five times during the business hours they claim to have The business did answer until this morning I will copy the complaint I voiced to *** *** I feel they have breached their contract by failing to answer their phone line, nor was there a voicemail or answering machine set up I feel this is a scam of selling warranties that require pre-auth for services, then they fail to answer their phone and consequently do not fulfill their end of the agreement The customer is out of luck unless they want to pursue the matter in court
Sincerely,
*** *** Here is my response to their attempt to contact me through email:Dear Sir,On 7/18/17, I took my car in to have the air conditioning unit checked and repaired My dealership attempted to phone Claims at *** to see if the repair was under warranty I was informed that they were put on hold for over minutes and that I should pay the bill and follow up with Safe Guard later I attempted to phone Claims on 7/19/at 5:00pm, but there was only a recording that they were closed at that time There was no opportunity for me to leave a message I attempted to phone again on 8/14/at 11:49am, but again they were closed and there was no answering machine or voicemail that I could leave a message On 8/29/at 1:16, I phoned the payment question phone line at ***, there was again no answer, no opportunity to leave a message So I phoned *** at 1:and again at 1:and did not get an answer from that line either, nor was there an answering machine or voicemail set up for me to leave a message I called the Revdex.com to try to determine whether Safe Guard / *** is a legitimate business or is this whole warranty idea is nothing but a scam I signed a contract for the warranty upon the assumption that someone would answer the phone if and when I called for assistance After receiving your email, I attempted to contact customer service this morning For the first time, I was able to speak with someone I spoke with *** who directed me to phone claims I waited until after 10am, and phoned claims at *** and spoke with *** who then referred me to *** *** and *** reassured me that "everyone has voicemail set up." *** answered the simple question I had and kindly provided his extension for future use If this is true that "everyone has voicemail set up", then why is it that I was never given the option of leaving a voicemail after five phone calls? Safe Guard has breached the contract by failing to answer the phone line listed on the ID cards for claims You require pre-authorization for repairs, yet you fail to answer the phone line provided This is not just poor customer service, this is fraud I would like to request reimbursement of the payments I have made I am not making any more payments to your company that promises warranty service yet fails to allow a dealer or customer to contact them to obtain the pre-authorization required This appears to be a quite profitable scam you have created Very clever to promise a warranty, require pre-auth, then fail to answer your phone line so that you do not have to fulfill your end of the agreement.Email is the best way to contact me if you wish to respond I cannot have my phone turned on while I am working during the day.*** ***

Complaint: ***
I am rejecting this response because:This business does not answer their phone I have tried many times to contact them by phone, once by mail, and my dealership attempted twice to contact them during their business hours The business phone number did not answer, did not accept messages, and I did not hear from them after the letter How can I submit a claim or inquire as to coverage if they do not answer their phone? I did not anticipate the necessity of suing this business in order to get them to uphold their end of the contract, but that is what is required.I advise everyone to avoid this business
Sincerely,
*** ***