ComplaintsforDrivesmart Auto Care Inc.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Intake personnel takes our gifts false information about other warranty companies they have their number attached to the name of other warranty companies so that when you push another warranty company their number pops up so I have taco warranty and they attach their name to it and they somehow got my account information and charge $100 on my card they also very good at switching up the facts so when I pushed for my warranty company and their number was attached to it they gave me assurances of how my warranty company was no good and how that they could get me a refund and somehow they found out my card information although they claim that I gave them the card information they are very good at talking, and very good at trying to tell the customer what they said and what they did they also seem to be very good to document what is convenient for their own narrative which has nothing to do with reality customer demanded a refund from them which is not a refund for services customer demanded that they remove the false charge from my credit card to which somebody named ****** was supposed to call back who never did call back and somebody named ****** wanted to argue about it saying that ****** was the only one to talk to and ****** was on the phone each time I called ****** was on the phone, customer does not have a contract with this company and whatever telephone tricks they used is just something that they have used in correlation with fraud.

  

  Business response

  04/22/2022

  Thank you for leaving a review regarding your experience with us at DriveSmart. We apologize if you feel as though your interactions with us were less than satisfactory. Due to the nature of the complaint, our compliance department has investigated your account. We apologize for any confusion related to the enrollment process; however, records do show that you called into our enrollment department and provided the agent with all necessary information needed to set you up with a 30-day review period. This does include credit card information for a deposit to get started- refundable within 30 days if you decided to cancel. After enrollment, our customer service team did speak to you a couple of time regarding questions that you had about the warranty.
  

  We would like to note that we are not related to Intake Personnel or Toco in anyway, nor was it ever implied or insinuated in any phone calls that we were. Again, we apologize for any confusion there may have been.To assist you with a resolution, we have cancelled your account manually and refunded your deposit back to the account youve provided. If there is anything else we could do for you, please feel free to call us at ************ Monday-Friday 9AM to 5PM Eastern time. Thank you!

  Customer response

  05/02/2022

  
  
  Complaint: 16986232
  
  
  I am rejecting this response because:
  
  The business has inaccurate records what they reviewed they heard for their own self-serving purposes but it's not accurate the business use some type of inordinate process to get my credit card information and the business did not refund anything to me they refuse to do that I had to put a stop payment through my bank and my bank refunded me the only reason they're talking about refund now is to make themselves look good with the complaint none of their representatives contacted me and the ones who after numerous calls were supposed to contact who was mysteriously on the phone each time never got back with me the company is a sham company and should be avoided at all costs
  
  
  Regards,
  
  I had to get the refund through a stop payment from my bank they have yet to contact me nor did they attempt to contact me nor did they provide any refund the company listened to the phone call and knows what it said knows what was said and has purposely lied purposely and knowingly lied in this response.
  Menndek Cushe

• Initial Complaint

  04/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Drive smart has set it up to where if you ****** endurance warranty company phone number THEIR phone number is actually what pops up when I called whoever answered the phone didnt say anything about what company it was so I clearly asked is this endurance warranty company she said YES. So I went ahead with asking how much it would be for me to get a coverage. I agreed to the price was then transferred to someone else which felt strange they asked for card number I got a text right away from my bank of a fraud alert which weirded me out he said oh its a security measure from your bank. I then hung up to go check with my bank if this was an actual text from them and if the charge came up as endurance she said NO it was a company called drive smart that it wouldnt go through unless I texted yes. Then I was even more weirded out. I told the lady I would use a different card not that card since it was tied to my actual bank. They proceeded to run my card 5 times between we hanging up and me drive 2 seconds down the road to my bank. I didnt want to cancel my card as its used for many things. So instead I just didnt answer the text with a yes being sent from my bank. THEN 4 days later they waited until 2am and put it as an IN person charge so that it would take my money. Which was a LIE! I live in ******* didnt give them permission to run my card 6-7 times and filed a fraud report with my bank because thats exactly what this is! Its fraud to lie and say yes this is endurance when your company name is ACTUALLY drive smart! So I gave permission when I believed because I was told I was speaking to an endurance employee again because they have it made to where if you ****** ENDURANCE warranty company phone number THEIR phone number pops up tricking people into thinking thats who they are calling and intentionally dont say the company name when answering the phone!

  

  Business response

  04/13/2022

  Hello ******************,

  Thank you for leaving a review regarding your experience with us at DriveSmart. We apologize if you feel as though your interactions with us were less than satisfactory. We have located your account, however DriveSmart is not the selling company on the account. DriveSmart is listed as the Obligor,meaning we would only be responsible for paying claims for the vehicle. We have reached out to the company that has sold you the contract and advised them to cancel and refund the account immediately. You may contact the selling company at ************ Monday-Friday 9AM to 5PM Eastern time with any additional questions or concerns. Thank you.

   

• Initial Complaint

  10/09/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date was07/11/2021 Deductible amount is $100 I want to stop and get out of the contract and see if I can get my money back. No mechanics take this warranty because they don't get paid or they cannot get hold of them. Can you help me

  

  Business response

  10/29/2021

  Hello **************,
  

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with us were less than satisfactory. Due to the nature of the complaint, our compliance department has investigated the calls and notes related to your account. On 7/2/2021, you called in asking for lower payments. We adjusted your plan to the $0 deductible plan with lower payments than your previous plan. We did not hear from you again until 10/15/2021 in which the agent you spoke with deferred your current monthly payment and you agreed to those terms. Since this review was posted prior to the agent handling your account, we believe to have resolved your complaint. Additionally, we would like to note that if a repair facility accepts credit cards as a method of payment, all our policies will be accepted as we pay claims over the phone with a credit card. If you need help finding a repair facility or dealer for repairs, we can help call us at ************. We appreciate giving us the opportunity to resolve your complaint. Feel free to contact us Monday-Friday 9AM to 5PM Eastern time for any additional questions or concerns.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good morning, I cancelled my account over a year ago now and I have called about every month leading up to the 1 year **** about my refund and were only talking about a little over ****** so it is not a lot of money and as big as this company is I figured they could afford to refund my money back to me but I have yet to receive anything from them. I am not trying to be funny or disrespectful I know COVID has played a toll on everyone.

  

  Business response

  08/24/2021

  Hello **************,

  Thank you for leaving a review regarding your experience with us at DriveSmart. We apologize if you feel as though your interactions with us were less than satisfactory. Our compliance department has investigated the matter. Due to the ******19 pandemic, the adjustments we had to make internally have caused certain operations to take longer than normal. However, it shows on our end that your prorated refund is approved to be mailed to you on 8/27/2021.Please note, this mail piece will have a tracking number and is Signature Required someone at the household will be required to sign for it. You may contact us for more details regarding your tracking number. We apologize for any inconvenience and appreciate your patience in these trying times.

   

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