Safeguard Auto Direct

Ms***'s policy was cancelled per her request on July 27, and a credit of $was applied to her Visa account ending ***. A credit may take 1-business days from the date it is processed to post to the customer's account. Please see attached a copy of the credit
applied to Ms***'s account. For any further questions please feel free to contact our Customer Support Department at ***

Can you please reopen complaint ##***? Business has never provided refund within 7-business days as stated in responseThis has been an going problem with this company and I have been complaining to them for about months yet they still will not issue a refund as promised

When Mr. [redacted]'s daughter, [redacted], contacted our Customer Support Department on July 12, 2016 requesting the policy be cancelled she was advised that due to legal reasons we were not allowed to speak with her without either verbal authorization from Mr. [redacted] or Power of Attorney paperwork...

with her name.  [redacted] was also advised that we cannot discriminate against a customer based on age when they contact us to purchase a policy.  Power of Attorney paperwork was received on August 30, 2016 and Mr. [redacted]'s policy was cancelled.  A full refund will be issued within 60 business days of cancellation.  For any further questions our Customer Support Department can be reached at [redacted]

Ms. [redacted] purchased a vehicle service protection policy on 7/14/2016.  At the time of purchase Ms. [redacted] was advised the policy had a 30 day 1000 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 7/21/2016 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 8/15/2016 and 8/16/2016 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, 2016 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. [redacted]'s residence on 7/19/2016.  Once Ms. [redacted]'s required written request of cancellation is received the cancellation process can being and a refund will be processed within 60 business days of the date the request is received.  Included is a copy of the vehicle service booklet as it was mailed to Ms. [redacted]'s residence.

Ms. [redacted] called in to say she still has not received her refund promised to her.

Ms. [redacted]'s policy cancelled due to non payment on October 9, 2016 after several monthly installments due on the policy were not received.  After Ms. [redacted]'s credit card declined in July 2016 her account was set up on statements.  A monthly statement was mailed to Ms. [redacted]'s residence...

for the August 2016 installment, which Ms. [redacted] mailed and was received on August 11, 2016.  A monthly statement was mailed to Ms. [redacted]'s residence for the September 2016 installment, which was never received.  Ms. [redacted] was also mailed a past due notice and a notice of intention to cancel.  Ms. [redacted] did not respond to any of these written notices and her policy was subsequently cancelled for non payment. Per the policy booklet, which was mailed to Ms. [redacted]'s residence on July 14, 2015, "Failure to make monthly payments in a timely manner may result in cancellation of this Agreement and no refund will be due."

Ms. [redacted] was provided our Customer Support phone number in our previous response and no contact has been received from Ms. [redacted].  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.

After purchasing a vehicle service policy on November 17, 2016, Ms. [redacted] contacted our Customer Support Department also on November 17, 2016 and requested a refund of the $232.00 down payment authorized to begin the policy.  Safeguard Auto Direct agreed to process a credit of $152.00 back to...

Ms. [redacted] MasterCard account.   The credit was processed on November 21, 2016 and can take 1-3 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].

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]

Ms. [redacted] should be receiving a pro rated refund check in 7-10 business days

Safeguard Auto Direct would first like to clarify the fact that we did not contact Mr. [redacted] regarding a policy for his vehicle, Mr. [redacted] contact Safeguard Auto Direct.  Mr. [redacted] contacted our Customer Support Department and gave authorization for us to speak to his mother regarding his...

policy on November 17, 2017, his permission was needed since his is the only name on the policy.  The recurring monthly installments were cancelled at that time and the policy is scheduled to cancel for non payment on January 9, 2018 unless the required written request of cancellation is received prior to that date.  If the policy cancels for nonpayment there will be no refund due on the policy.  Attached is a copy of the vehicle service booklet that was sent to Mr. [redacted] at the time the policy was purchased. Included in the booklet is the cancellation and refund policy for review.

Complaint: [redacted]
I am rejecting this response because:  I do understand that policy was cancelled due to non payment, that is not the dispute. I feel that after I had made 11 out of 15 payments and me thinking that I had paid In full the amount of the warranty and I had never claimed on the warranty that some kind of refund would be given.  I feel that they saw an opportunity to gain $2,600 ,and not stand good for the warranty. Luckily on the day I took my car for repairs it wasn't anything major because that was when I found out that I had no warranty. I have since purchased a warranty threw another company and I advise no one to do business with or trust Safe Guard Auto. I have never felt so ripped off in my life.
Sincerely,
[redacted]

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.

01/05/2018: Mediator emailed business asking if they would consider her request for refund.01/16/2018: Emailed business requesting response. 01/18/2018: Called business and reached a message in Spanish.

([redacted])01/22/2018: Called alternate business number and it is disconnected. ([redacted])01/24/2018: Mediator called and could not speak to anyone. Was on hold for a long time and never could get through. ([redacted])

Initial Business Response /* (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 customer. There is a processing procedure that must be followed in order to issue a refund. Any further questions or concerns regarding the refund or vehicle service coverage may be directed to the Customer Support Department at XXX-XXX-XXXX

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 /* (1000, 5, 2015/09/11) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@safeguardautodirect.com
Ms. [redacted] contacted Safeguard Auto on 9/8/2015 from a notice she received in the mail and purchased a vehicle service...

policy. Ms. [redacted] states she has received multiple notices all with different phone and ID numbers, this is because she is receiving notices from multiple companies. Ms. [redacted]'s information has been removed from our mailing list, however, we cannot remove her from mailing lists belonging to other companies. Ms. [redacted] again contacted Safeguard Auto on 9/9/2015 and requested her policy be cancelled. The representative assisting her cancelled the policy per her request and gave her file to the refund processing department. He did advise her it would be 7-10 business days to see the refund. All customer's cancelling their policies within a few days of purchase are advised this. This is simply because there is a process for cancelling a policy once the customer makes the request before the refund can be processed. It can also take 1-3 business days, depending on the credit card company or issuing bank for the credit to post to the customer's account. Ms. [redacted]'s refund has been processed as of 9/9/2015 and should post to her account in 1-3 business days.

Ms. [redacted] pur[redacted]d a Vehicle Service Contract on July 11, 2016.  No further contact was received from Ms. [redacted] until July 10, 2017 when Ms. [redacted] contacted our Customer Support Department and requested the policy be cancelled.  The representative assisting Ms. [redacted] advised her of...

the benefits of keeping her vehicle protected, offered to defer the next due monthly installment and removed the automatic draft for the monthly installments and set up statements, per Ms. [redacted]'s request.  Ms. [redacted] then disputed monthly installments that had already processed on the account.  A Customer Support Representative contacted Ms. [redacted] on July 13, 2017 regarding the disputes.  Ms. [redacted] advised she would contact her financial institution and cancel the disputes.  Ms. [redacted] contacted the Customer Support Department again on July 31, 2017 and requested the policy be cancelled.  The representative assisting Ms. [redacted] advised the automatic draft for the monthly installments had previously been stopped and the policy would cancel for non payment on August 16, 2017.

Initial Business Response /* (1000, 5, 2015/11/11) */
Contact Name and Title: [redacted] - HR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@safeguardautodirect.com
Ms. [redacted] contacted Safeguard Auto Direct on October 1, 2015 after receiving an offer to purchase extended vehicle...

service coverage in the mail. Ms. [redacted] was offered coverage with a down payment of $165.00 since Ms. [redacted] did not have that amount available the representative assisting her offered to split the down payment into two installments to get her policy active. Ms. [redacted] authorized a payment of $85.00 to be processed on October 2, 2015 and the remaining $85.00 be processed on October 16, 2015, this payment declined. When Ms. [redacted] spoke to a representative on October 1, 2015 she was in no way told that Safeguard Auto Direct was or was in anyway affiliated with Dodge. She was advised, however, that the policy was prorated refundable after the first thirty days and that there were no fees within the first thirty days. Ms. [redacted] contacted the Customer Support Department on November 5, 2015 and requested the policy be cancelled due to her receiving an offer for coverage from her Dodge dealership. The representative assisting her offered to defer the December installment due on the account to allow Ms. [redacted] time to compare both policies offered to her. Ms. [redacted] refused the offer and the policy was cancelled per her request. The first monthly installment on Ms. [redacted]'s policy was due on November 3, 2015, this installment declined. Ms. [redacted] was contacted by an Accounts Receivables representative on November 4, 2015. At that time, Ms. [redacted] authorized the installment be reprocessed that day. The installment was processed per Ms. [redacted]'s request, prior to her request of cancellation. On November 5, 2015, Ms. [redacted] was advised, per the policy which was sent to her in writing, that a Letter of Cancellation was required to complete the cancellation process. The Letter of Cancellation must include the reason for cancellation, the mileage on the vehicle at the time of cancellation and the date of cancellation. Once Ms. [redacted]'s Letter of Cancellation is received the cancellation process can be completed and any prorated refund due will be calculated and sent to Ms. [redacted]. The policy was mailed to the address provided by Ms. [redacted] on October 6, 2015. Ms. [redacted] never contacted Safeguard Auto Direct to advise she had not received the policy despite being advised at the time of purchase that she would receive it in 7-10 business days. Any further questions may be directed to the Customer Support Department at XXX-XXX-XXXX.

A refund check in the amount of $1061.28 has been sent to Mr. [redacted].  This amount was sent to Mr. [redacted] because he disputed his down payment of $170.00 with is financial institution.  $1231.28 was paid into the policy from the time of purchase through the date of cancellation on March 15,...

2016.  A dispute in the amount of $170.00 was received July 6, 2015.  Despite several attempts at contacting Mr. [redacted] regarding the dispute Safeguard Auto Direct was not able to recollect the payment from Mr. [redacted]. Also, Mr. [redacted] was asked at the time the policy was purchased if the vehicle had a branded or salvaged title.