Report: National Auto Warranty Services NAWS
Category: Warranty Companies
National Auto Warranty Services - NAWS Refuses to make good on their promised refunds ripoff Wentzcille Missouri
*UPDATE *UPDATE ..A few weeks ago,I received a telephone call
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National Auto Warranty Services NAWS
Fax:
Wentzcille, Missouri, 63385-4816
U.S.A.
Submitted: 2/26/2007 10:37:21 PM
Modified: 4/7/2007 11:55:14 AM
Bruce
Boca Raton, FloridaOn August 01, 2005 I purchased an extended warranty on my 2001 Lexus LS 430 from National Auto Warranty Services (NAWS) in Wentzville, MO. On Dectember 28, 2006, I bought a new car and cancelled my policy.
On January 5, 2007 NAWS acknowledged receipt of the cancellation.
On February 23, 2007 I called NAWS inquiring about my refund. A representative told me that $1133.16 was credited to my Master Card account. I called the bank and was told that no refund had been received by the bank.
I called NAWS back and they sent me a 'receipt' (NOT from the bank) indicating they had transferred funds to a CLOSED account. This card was a lost Master Card of mine from several months earlier. The receipt did not appear to be from a bank nor did it have any bank identification on it.
I called the bank again to see if funds had been credited to my closed account. No money had been transferred according to the bank.
I called NAWS back and was told repeatedly by the representative that it was the bank's fault for losing the money and NAWS would do no more. I asked to speak with a supervisor several times and was told the supervisor was busy and would call me back. No calls have ever been made.
NAWS keeps waving their receipt around saying they made payment. If they HAD made payment, where is the BANK receipt? I would think the company would want to verify that funds had indeed been transferred if a customer was saying they never received a refund due to them.
NAWS has very poor customer service. Additionally, I believe their actions, besides being dishonest, are bordering on fraud. They 'transferred' funds into an account they knew to be closed and then refuse to initiate an investigation into the 'lost funds'. NAWS still owes me $1133.16 which they refuse to pay and refuse to acknowledge any fault on their part.
Bruce
Boca Raton, Florida
U.S.A.
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Updates & Rebuttals:
- I would ask you to temper your complaint with with what I share. Daniel [3/27/2007 10:05:10 PM]
- A few weeks ago,I received a telephone call Bruce [4/7/2007 11:42:00 AM]
I would ask you to temper your complaint with with what I share.
I worked for this company for about two years as a Sales Rep. And while every company has it's own problems I never imagined I would read about NAWS because of something like this.
Note: I no longer work for the company and all personal relationships I maintain from my tenure there are with people who are former employees as well. I mention this to help you understand that I have no real vested interest in 'pulling the wool over your eyes' or trying to defend a company I no longer have any obligation too. In fact, I have several personal reasons to be angry with this company since they are suing me for breech of a Non-compete clause without good reason, other than conjecture and hearsay.
That said, I feel compelled to wonder why you posted your complaint on this website? National Auto Warranty Services, aka Dealer Services, writes close to 10,000 contracts a month for extended vehicle service and people are constantly calling to cancel them for one reason or another. The most common reason, like yours, is that people have sold the vehicle and no longer need a warranty on it. It states right in the contract paperwork you recive that in the event you decide to cancel the contract for any reason any refund due will be credited back to the same method of original payment.
You state that NAWS credited your funds back to an account they knew to be closed. How did they know that it was closed? When you called them to cancel did you tell them the account was no longer active? Did you even bother to ask how the refund would be returned or did you just assume you would get a check in the mail? You have left out a lot of details which may be attributable to the fact that you probably posted the original complaint in a state of anger, but the lack of those details leads me to believe that you never told the agent you spoke with that the account was closed until after the refund had already been credited back and the problems began.
That was not NAW's responsibility. That was yours.
As for the receipt that NAWS waved around, when you go to a store like Wal-Mart to return unwanted merchandise (which they generally also credit back to the original payment method, by the way) do they give you a bank receipt with the refund or a store receipt? That's right, they give you a store receipt.
Naws is not legally obligated to give you a bank receipt proving they refunded the money. You are legally obligated to give NAWS a bank receipt, or something else from the bank, proving that you did NOT get the money. Then and only then will they be able to take your claim seriously and begin to correct it.
As far as a supervisor not getting back to you. I am very familiar with the Management at NAWS and do not find that very suprising at all. Your best bet to speak with one is to call in and demand to speak to one right then. The hierarchy at NAWS is thus: Sales reps are about 12-16 on a team, each team has three Assistant Managers which are in turn headed by a Team Manager. The Team Managers report to the General Sales Manager, Derek Carroll, who reports only to the General Manager, Eddie Struckman, or the owners should they be present.
The Team Managers, last I knew, were Brian Hayes, Brian Sczepanski, Chris Robinson, Mark Eckman (who no longer works there), Len Woolfenden and Nils Foldberg. Call back, Ask for them by name and someone should be able to help you. The unfortunate thing about customer service is that sometimes is doesn't feel much like service at all. Unfortunately that is not a problem at NAWS alone. Many large companies have the same problem with customer service. But I do know this, NAWS is a company that tries to do the right thing. They want customers to be repeat customers and from the top down they are driven by a very strong christian ethic. But like so many companies there is a vision of what they want to be and the reality of what they actually are. And what NAWS actually is, like any other company, is a conglomorated mish-mash of the personalities of the employees who work there.
I am truly sorry that the whole experience has proved to be such a headache and such a pain in the butt for you, but I believe that if you are patient and persistent you will get the refund that you are owed. The people who work there are everyday normal people just like you, and just like you, sometimes they take their personal problems into work and that can spill out on an undeserving customer. So maybe on the days you called in to speak with a manager about your problem you got the one person who was having a bad day and wanted to spread the joy.
I don't know. I just know that your complaint does not jibe with the company I know and worked for. There is no fraud there. NAWS sells service contracts which save people like you thousands of dollars in vehicle repairs every month. And considering the volume of business they do, we're talking profit in the region of millions (at least a few million) every month do you really think they are going to risk everything or risk being sued on fraud charges just to keep your $1133.16? I don't believe that and neither should you. If NAWS is at fault you will get your money back. But if, as I suspect, the bank is the one at fault, NAWS will truly be unable to help you until you can get your bank to prove they did not recive any money from NAWS.
If they did not get the money, your bank should be more than willing to draw you up a document which states as much. And then once you fax or send that to NAWS the issue is not between you and NAWS anymore, but between NAWS and your bank, and they will have to work it out and come to terms with who owes you that $1133.16.
I hope this gets resolved, and I hope that you will post an update once it does or doesn't finally get resolved. Or at least an update to add any detials you may have missed the first time around. If I made any assumptions in error, I apologize but I was only working off what you yourself wrote. Best wishes.
A few weeks ago,I received a telephone call
A few weeks ago,I received a telephone call from NAWS. A young lady told me that they received the money back from the bank (?) and would send me a check for the amount of $1133.16. No explanation, no apology. I received the check about 5-6 days later.
About the closed account, I had lost the original credit card that I opened the account with. I reported this to the bank and was issued a new card. I called NAWS and gave them the new account number, which they used to deduct the remainder of the the payments I owned to them. When they were to make a refund to me, they should have refunded the money to the new credit card number they were deducting payments from. Instead, their office receipt indicated they made payment to the closed account.
If money is sent by NAWS to the bank and the consumer (myself) didn't receive the money, then NAWS should initiate an investigation into where the money went. How can I file a complaint with the bank for not sending me money they never recieved? Sending me an office receipt doesn't mean they sent the money. That would be like me sending someone a Quicken recipt that I print up at home. It doesn't prove that I acually sent any money. Only a receipt from the bank would prove the bank received the money (THEN it would be the bank's error if the money didn't get to me). The bank never received the transfer.
What I think happened, is NAWS transferred the money to the closed account, which the bank then wouldn't accept (the bank told me they wouldn't accept funds to a closed account). The bank never received the funds and the money was still in NAWS account - which they weren't searching for.
Apparently, after repeated telephone calls and complaints filed by me to anyone who would listen), NAWS must have researched the case and found the money was not transferred to the bank.
Since they sent me a check for the disputed amount, I am satisfied with the outcome.
NAWS may be a respectable and honest company; however they did not indicate that to me in this incident.
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