Report: #990832

Complaint Review: Auto Processing Center

  • Submitted: Thu, January 03, 2013
  • Updated: Wed, April 23, 2014
  • Reported By: Joe — ARLINGTON Virginia United States of America
  • Auto Processing Center
    2530 Red Hill Suite 225
    Santa Ana, California
    United States of America

Show customers why they should trust your business over your competitors...

A representative from the Auto Processing Center,  Santa Ana, CA 92705 called 11/15/2012 to offer an extended warranty on my 2004 Ford F-150.  He repeatedly said it covered everything except maintenance items and had a 30 day money back guarantee--the salesman said all I had to do to cancel was call their office at 1-800-356-8170 and I would receive a full refund and not be charged further. The price was $2,395 with $195 down and 18 monthly payments of $122.22.

I was skeptical of an extended warranty offered on a vehicle that is nearly 9 years old and I had not had a chance to research the company to see if they were reliable.  But since there was a 30 day money back guarantee, I decided to order it for a review.  And since I would be ordering it via credit card, I could always dispute the charge if they failed to refund my money in case I cancelled the order.
I purchased it for review and received a copy of the vehicle service contract via UPS. Upon reading it, I found that it only covered a limited number of listed parts. For example, for electrical, it does not cover any of the dozens of sensors, relays,  and computers in a modern vehicle.  I was astounded by extent of what was not covered and by a very long section on what is not covered which could include all of the items previously listed as covered.  For example, Section C, 1, L says that it does not cover defects that were covered by technical service bulletins (TSBs). There are at least 142 TSBs for the 2004 F-150 so it would be quite the research project to determine what parts would still be covered by this service contract.  The service contract requires pre-authorization before covering a repair during which they would undoubtedly check for TSBs to see if they could get out of covering a repair. And TSBs are just one of dozens of exclusions listed in the service contract. There are enough, in my opinion, to rule out coverage of just about any repair.  The "catch" on this contract, and most others I suspect, is that they do not intend to pay for many, if any, repairs.  That's how they make their money.

American Auto Shield, LLC, 5695 Yukon St, Arvada, CO 80002 is listed in the service contract as the administrator of the contract, i.e., the company that provides authorization for repairs and makes payments to auto repair centers for repairs.  In researching this company, I found that they have numerous complaints against them for failing to authorize repairs, failing to honor the contract, failing to make refunds, shoddy service, misrepresentation, etc.

Omnisure Group, LLC is listed in the vehicle service contract as the administrator of the "payment plan agreement."  There are a number of rip off reports on this company.

Based on my review of the vehicle service contract and research on the companies involved, I called the Auto Processing Center at 1-800-356-8170 on November 26 (within the 30 day cancellation period) and cancelled the contract and advised them that I expected a prompt refund of $195 to my credit card account.  Instead of providing a refund, the company, through it's Omnisure company charged my credit card account an additional $122.22 on 12-17-2012.  I have been unable to get representatives from either the Auto Processing Center or Omnisure to return my telephone calls.  I have filed a dispute of the 2 charges with my credit card company.  Since I filed the dispute within the credit card company's standard 60 day dispute period and had followed the vendors stated 30 day cancellation policy, my credit card company will give me a credit and charge back the amounts to those companies.  That's the security of making purchases via credit card rather than any other means.

In conclusion, the vehicle service contract being sold by the Auto Processing Center or any of its aliases such as American Auto Shield or Omnisure is a rip off.  Their promise of a 30 day money back guarantee is also a rip off.  Save your money and simply pay for repairs as they occur.  You cannot save money with a service contract such as those sold by these companies. Also, pay by credit card and understand the dispute provisions which provide you security if the vendor fails to perform or deliver what they promised

Is this Ripoff Report About you?
Ripoff Report A business' first line of defense on the Internet.
If your business is willing to make a commitment to customer satisfaction Click here now..

Does your business have a bad reputation? Fix it the right way. Corporate Advocacy Program™

Set the record straight: Arbitration Program

SEO Reputation Management at its best!

This report was posted on Ripoff Report on 01/03/2013 04:00 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Report & Rebuttal
Respond to this report!
Also a victim?
Repair Your Reputation!

Updates & Rebuttals


#1 Author of original report

Response to Auto Processing Center's employee (honeybadger)

AUTHOR: Joe - ()

Auto Processing Center's employee (honeybadger) is wrong in claiming that the terms and conditions of their proposed contract were disclosed to me. They did not allow me to see it until days after I made a down payment. Everything they told me about it on the phone was a lie including their repeated statements that all I had to do to cancel and get an immediate refund of the entire amount was to call their office.  I found their extended warranty to be virtually worthless and their promise to make a full refund upon calling to cancel within 30 days, a lie.  In fact, they would refund my money despite following the additional elaborate procedures contained in the fine print.

I disputed Auto Processing Center's fraudulent charges with my credit card company and provided proof that I not only followed the cancellation procedures I agreed to (calling them within 30 days to cancel) but gave them written notice.  My credit card company upheld my dispute, gave me a permanent credit, and charged back the total amount of payments to Auto Processing Center.  The credit card company said they have had numerous complaints about this company.  Simply put, they're crooks.

And yes, their contracts are worthless.  One of their slickest exclusions is "pre-existing conditions." A consumer might think that would be limited to a part that is already broken. Countless consumers who have filed complaints said the company used it to deny claims by saying the part must have had either a pre-existing design or manufacturing defect if it failed. So it pretty much rules out all failures.  They have another clause that says that if a part fails from wear and tear or normal use, they won't cover it.  Consumers are told that since wear and tear and normal use started before the service contract (as 100% of wear and tear and normal use does), they won't pay. In short, their service contract is completely worthless. By the time you realize this, you may have blown nearly the entire cost of the service contract. It's gone forever.  It's money that could have been used to make a very large repair.  

When you cancel Auto Processing Center's contract, put it in writing.  Their sales representatives tell you that you can do it by phone so they can run out the 30 days time with delaying tactics when you call such as telling you they will send you a cancellation form and not doing it.  Then they tell the credit card company you didn't follow procedures that are in the fine print of the contract (the one you didn't get to see before making payment).   If you make the mistake of making a payment for their worthless contract, be sure to cancel it in writing within 30 days.  Don't wait for a refund from them because it will never come. Immediately file a dispute with your credit card company or bank if you paid through your checking account.  The Better Business Bureau gave them an F for failing to make refunds. 




Respond to this report!

#2 General Comment

Rip off

AUTHOR: Buck - ()

This outfit is totally a rip off. I just recieved a call andI asked the woman who called why she was calling me.  I am the "do not call list".  I asked her why I should believe the company was on the level. they break federal law by calling me,  so that tells me they will not have any problem stealing my money.  She also insinuated she was calling from the Ford Motor Company, although she did not come right out and say so, she implied it.

The bottom line is this: Do not ever buy a vehicle warranty over the telephone. Go to your dealer and buy a warranty if you want one.  if you do it over the phone, you will be ripped off.

Respond to this report!

#3 Consumer Comment

Customer Service Basic - Violation

AUTHOR: Dew - ()

I receive cold calls from this organization way too frequently.  The information that they have on file is inaccurate (your recrods don't account for extended contracts purchased at the time of original purchase).  The biggest problem I have with this rude company is that, I can't even tell the sales associate who is calling me that I'm on the National Do Not Call register.  Before I complete that sentence, they hang up on me.  The following sentence that I would love for them to listen too is simple; "Please remove my name from your database and stop calling me."

Is that really too much to ask?  I don't have Caller ID and I have received a good 30+ calls from this company just this year.  Sometimes I get 4 or 5 calls a month from them.  They don't listen.  I'm always curteous and take their call and repeat myself endlessly.  My request has never been met.  I received yet another phone call just yestday the 19th of October in the afternoon.  The sales rep was rude to my wife yesterday.  Why is this an acceptible business practice?

I have filed complaints on the National Do Not Call Register website and nothing comes of it.  Everytime an organization violates that law, they are subject to a $500 fine.  Do the math, I'm owed a lot of money for just 2013.  My phone records are proof enough.  It's a shame that this behavior is allowed to occur.

Respond to this report!

#4 Consumer Comment

Why do you call phones that are on the Do-Not-Call list?

AUTHOR: dan - ()

I received a call this afternoon from "John" of the Auto Processing Department of America.  My number is on the National Do-Not-Call registry. You post a long rebuttal to complaints that have been filed here, but the one complaint I would like you to address is: Why do you call numbers that are on the Do-Not-Call registry?  Don't you know that is illegal?

Respond to this report!

#5 Consumer Comment

response to employee

AUTHOR: Roy - ()

I read your response and thought you got carried away. First, I do not beleive your company has a customer manager since I could find no way to contact that person!
I too purchased this contract with the knowledge it could be cancelled within 30 days. I followed all the proceedures required by the contract.
I sent 2 e-mails requesting information and received an acknowledgement they were received with the notation I would receive a response frome someone. The first  one was sent on 2/4/2013 and has never been responded to.(case #5891867. The second one was sent on 3/15/2013, Case# 6366422 and likewise has not been responded to.
I also called the telephone number and tried to find out about my refund. The first was placed on 3/13/2013 at 11:19AM MST. I left a message after Daniel said he would return my call at "His earilest convenance" which to me means, I'll call you when I am good and ready or maybe never!
The second call was on 3/15 2013 9:08 MST and I got the same recording, left another message and am being totally ignored.
If I ever have anyone ask me about this company, I would tell to run as fast as they can.
 Still waiting for my promised refund but am not holding my bresth!!!!!
Respond to this report!

#6 Consumer Comment

Me too

AUTHOR: Ericvaug - (United States of America)

I had the same call made to me no problem to cancel in 30 days. I call some girl tries to tell me I shouldn't cancel great plan you know I got fed up yelled I want to cancel to which she said the f word and hung up or boss disconnected the line. I call back get some guy being the same way and knew all about the call earlier but acted like he knew nothing. I figured him out quickly. Tried to call back they would not answer call. Used a recorded work line. Tried to be nice to the girl that swore at me an still tried to imply that I am responsible for bill because I said ok earlier to sales pitch that would not be offered again and this was a great deal. To be honest a 5 year bumper to bumper you should buy at the dealer would be about 1800 on my truck but you know where your dealer is
Respond to this report!

#7 Consumer Comment

Unprofessional conduct

AUTHOR: kamas716 - (United States of America)

I also just had a representative of Auto Processing Center give me a call (2-22-13 1149 hrs CST).  When I asked him what company he was with and why he wanted to know what the mileage was on my vehicle, he got very rude.  I was trying to understand why someone would be calling about that vehicle, as it hasn't had any problems, so I was a little incredulous that someone was calling about it.

Needless to say, when the guy started using the "F" word about wasting his time, it was obvious that this was a scam.
Respond to this report!

#8 Consumer Comment

So let me get this straight.

AUTHOR: concerned - (United States of America)

If a person must put it in writing that they want a refund back, why did the phone rep say all they had to do to cancel was call their office at 1-800-356-8170 and they would receive a full refund and not be charged further???    Mr. "Manager of Customer Service" appears you are NOT training your service very well. 

I am going through the same frustrations as the above consumer with this SAME company.   I, however, paid mine in FULL and it's been within the 30 days.  I was also told I could just CALL within the 30 days.  I have called three times and now have my lawyer sending out a certified letter today.    The three call reps I spoke to said they would "mail" me the paperwork necessary to's been two weeks and I haven't seen any paperwork.  I also asked them to fax me such form...and they said they can't.   They string you it eats up the 30 days.  

It's a shame that ripoff companies, like Auto Processing Center, ruin it for the good warranty companies out there. 

Respond to this report!

#9 UPDATE Employee

Unfair Report

AUTHOR: honeybadger - (United States of America)

I am an employee of Auto Protection Alliance L.L.C. (DBA: Auto Processing Center). I manage the customer service department. I would simply like to go on the record with a couple of points here. Auto Protection Alliance L.L.C. is the name of our company. Auto Processing Center is our legal DBA. Omnisure Group L.L.C. and American Auto Shield are completely separate entities.
American Auto Shield is one of many vehicle service contract administrators that we have partnered with. Omnisure Group is the finance company that we use to finance contracts. This is what allows our customers to make a minimal down payment (in your case $195.00) and small monthly payments while still having an active contract on the vehicle. American Auto Shield pays tens of millions of dollars in claims each year. I can understand if the stated component coverage that was offered to you was not satisfactory. Depending on the mileage of your vehicle, there may be more comprehensive programs available. I'm not sure if you had discussed this with our customer service department, but I suppose now it's a moot point.
Regarding the "TSB's" on the F-150. A Technical Service Bulletin is almost like a recall; meaning there is an admitted, known and acknowledged defect in that specific part. How can you expect an administrator to pay for a part that has already been acknowledged by the manufacturer as  defective? It's almost like expecting an administrator to pay for a pre-existing condition,
I'm very familiar with American Auto Shield contracts and am well versed in the exclusions that you seem to believe the administrator would use to deny claims. Let  me go through and address a few of these; so people reading this can understand what the exclusions you're referring to are about:






The point I'm trying to make is that these exclusions are essentially the same exclusions that you would find in any manufacturer warranty or service contract. They have to be there, otherwise people would try and take advantage of  the administrator. I would challenge you to go out to your truck, pull the original warranty out of the glove box and read the exclusions. My company deals with only the best administrators in the industry and the contracts we sell are completely legitimate. One of the administrators we've partnered with is the same company that administers Hyundai's "Hyundai Assurance" program. 
During the initial call, you went through a recorded verification and authorization, The basic terms and conditions, the cancellation and refund policy and the cost of the contract was disclosed to you. You stated that you understood and agreed to the terms and conditions and you authorized the charges to your credit card. What was required to cancel your contract properly was simply a written notice of cancellation within the first 30 days. It has to be in writing because, as I explained earlier, there is more than one company involved. After the first 30 days it requires a written notice and a notarized affidavit of mileage or Federal Odometer Disclosure (this is needed in order to calculate the pro-rated refund). This was disclosed to you on the sales call or there would have been no sale. This would have also been disclosed to you when you called customer service. Let me ask you: did you send us a written notice of cancellation? Because, if you didn't, of course you were charged the first monthly payment; you had yet to cancel the contract. 
Regarding disputing the charges on your credit card: we respond to chargebacks when people dispute charges (chargeback) without cause. We win these disputes every day. It can take some time, and the consumer will receive a temporary credit to their credit card while the card company investigates the claim, but we typically end up winning these disputes once we provide the supporting evidence that the customer authorized the charges and willingly entered into a contract and had not followed the required procedures to cancel.
My company is a very large, growing company. We deal with thousands of new customers every month and, unfortunately, it is impossible to satisfy each and every one. We do our utmost to keep our customers happy, though it is impossible to satisfy some customers. Mistakes do happen. I remember one instance when a customer's contract was cancelled with the administrator due to a clerical error on the behalf of my predecessor. This was only discovered six months later after the water pump failed on the customer's vehicle and they were unable to make a claim with the administrator. To make sure that the customer was taken care of and to make sure the customer's contract was honored, my company paid for the repair, less the $50 deductible. We also reimbursed the customer for the tow to the mechanic, since roadside assistance was included in the customer's contract. I was the one who provided the repair shop with the company credit card. The customer was then placed in another 60 month contract.
To summarize, I would suggest doing a bit more research before declaring my company a "rip off." We provide a very valuable, legitimate product to our customers and the large majority are satisfied with the product and service we provide. Unfortunately, the internet is an open forum; and anger motivates. We have tens of thousands of active contracts and a handful of bad reviews. Any large company is going to have some unsatisfied, vocal customers. Large corporations have whole websites dedicated to how "horrible" they are. I would just ask people to do their due diligence and research the facts; like a company's track record of paying out claims for example, rather than relying solely on reviews from dissatisfied customers.
Respond to this report!
Ripoff Report Recommends
ZipBooks Accounting Software

Advertisers above have met our
strict standards for business conduct.