Safeguard Auto Direct

Ms. I[redacted]'s contact information has been removed from our system.  No further calls will be made to the phone number provided

Initial Business Response /* (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 2009 Nissan Rogue on 10/21/2015. 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 policy. A representative contacted Ms. [redacted] one time on 10/22/2015 for the exact mileage, Ms. [redacted] stated she would call back in 5-10 minutes. Ms. [redacted] instead contacted Customer Support and requested the policy be cancelled. The representative assisting Ms. [redacted] only attempted to discover the reason for requesting cancellation. Ms. [redacted]'s response was to curse at the representative and disconnect the call. Ms. [redacted] contacted Customer Support again, spoke to a different representative, and requested the policy be cancelled. Ms. [redacted] stated we continuously contacted her for the mileage on her vehicle, per call records it was one time. Ms. [redacted] spoke over the representative attempting to assist her and was the only person who was rude on either phone call. Ms. [redacted]'s policy was cancelled on 10/22/2015 per her request and full refund was issued to her [redacted] account ending in [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]

Mr. [redacted]'s policy was cancelled on March 23, 2017, the same day it was purchased, per his request.  A full refund of the $250 down payment authorized at the time of purchase was also credited to Mr. [redacted]'s Visa Card on March 23, 2017.  A credit may take 1-3 business days to post to the...

customer's account once it's been processed.  For any further questions please feel free to contact our Customer Support Department at 855-494-4424

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.

Safeguard Auto Direct has received no communication from Ms. [redacted] regarding her policy, payments on the account or a repair needed for her vehicle, via phone or in writing.  Our Customer Support Department would be more than happy to assist Ms. [redacted] with any questions or changes needed...

regarding her policy.  Customer Support can be reached Monday through Friday 8am - 5pm CST at [redacted]

Complaint: [redacted]
I am rejecting this response because:We only contacted Safeguard Auto when we discovered charges on our credit card. At that time I told them we expected the charges to be stopped immediately and previous charges to be refunded. The car is new and came with a warrentee from Toyota. I explained that when I called Safeguard to resolve the issue. We have no need for their useless policy. If we had not stopped the credit card, they would still be trying to bill us. In their email response, they say that it will be cancelled in January 2018 due to nonpayment and no refund will be due. We cancelled the so called policy in November 2017 when we discovered the charges. Now they are trying to get out of refunding the money that they owe. Payments were stopped because the policy was to be cancelled, so how is that failure to pay? We expect a full refund of the money they have taken! [redacted] and [redacted]
Sincerely,
[redacted]

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