I want to register a complaint against U.S. Direct Protect, 2183 Fairview Rd. Suite 103. Costa Mesa, Ca. 92627. OnJune 25, I talked with their representative, John Turner, who is the middle person and described as USAA on the Internet. I took out a contract to obtain an extended car warranty for my E350 Mercedes benz.
On that day, they took out nearly $3,000.00 from my Credit Card. On June 26, I sent John Turner an email, and told him I wanted to cancel the contract. I got an email from their customer service saying call me so I can tell you how to cancel instead of putting those instructions in the email. Once I cancelled the contract, John Turner and their customer service department (Carrie) have been extremely rude, unprofessional, and terribly nasty when I talked with them on the contract and trying to get my funds returned to my American Express card. John Turner and Carrie in their customer service department both hung up the phone on me when I asked questions on getting my money returned to my credit card. They both had noticeable attitudes when I asked questions on restoring my funds before they both hung up the phone on me. Their contract says you have to cancel in writing; it does not say it has to be a written letter. They would not accept my cancellation email. Also, they would not accept a fax letter of cancellation. It had to be sent by mail. Again, no where is this discussed in their contract. When I mentioned that to John Turner his response was I dont write the contract right before he hung up the phone on me. There is no address in their contract where to send the cancellation letter to, and the contract says you can cancel with either the insurance company, Enterprise Financial Group, (EFG) or the seller, U.S. Direct Protect. When you call EFG, you get a recording with no way to talk to a person. You are referred to U.S. Direct Protect.in the meantime, several days after June 26th,
I received a written extended warranty contract in the mail.
This company is a fraud. Why send me a contract, when I told them one day later after taking out the contract that I wanted to cancel it. U.S. Direct Protect are only nice to you until they get your money, Also, I thought it was a law that you could cancel any contract within three days without having to send a letter in mail and wait weeks to get the contract resolved. Is it against the law to make a person send a letter of cancellation, when I cancelled the contract just one day later in writer via email, especially when their contract just says you have to cancel in writing; it does not say written letter or that emails or faxes will not be accepted. Note, the funds were taken out of my account the lst day of the contract, June 25th. Several weeks after I sent the cancellation letter I called back to U.S. Direct Protect. This time Carrie in customer service did talk with me and told me it would take 3 to 5 weeks for my funds to be restored to my credit card. I can only image that Carrie talked b/c she probably got in trouble for hanging up the phone on me. She should have been fired, and how ridiculous to make me wait that long to get money restored when it took them one day to take it out on my credit card. I finally disputed the charges with my credit card company, and I am waiting for them to resolve this. If Direct Protect is this terrible with cancelling a contract, I can only imagine what poor services I would have received should I stayed in the contract and needed to file a claim. Dont agree to any contract on the phone in the same day like I did. I now know that reputable companies will send you the contract via email and give you at least a day or more if you ask to review it. Consumers, be aware;
Learn from my mistakes and dont use U.S. Direct Protect; they are fake, rude, and don't care about you. They just want your money.
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