After Owen Wallace cancels his Delta Auto Protect car warranty, the company promises him a refund. That was seven months ago. Where’s his check?
Q: Delta Auto Protect, which handles my car warranty, owes me $2,365. I canceled my warranty seven months ago after I traded in my old car for a new one. The warranty is no longer needed.
I have been getting the runaround ever since. I spoke with a representative six months ago, who assured me that a check was “on the way.” A month later, I called back and spoke with another representative who said he had no idea about the status of my payment but promised to check.
A month later I called again and spoke with another representative who said the check was mailed “today.” Delta Auto Protect even gave me a USPS tracking number.
I checked the tracking number and re-checked, but a month later — nothing.
Today I checked again and received a message that the package was on its way to a USPS facility. There’s no sign of the payment. Can you help me? — Owen Wallace, Bowie, Md.
A: Delta Auto protect should have paid you seven months ago. This is ridiculous.
I’ve been seeing a lot of Delta Auto Protect cases, so let me say a few words about that. It might seem as if this company is overrun by complaints. And while that may be true, I have a much simpler explanation for a surge in cases.
For some reason, the Google gods have placed one of my syndicated columns in the top position if you search for “Delta Auto Protect.” (I suspect I rank highly because for years, I’ve charted the various missteps of another Delta — Delta Air Lines.) Anyway, you found me because of Google, so thank you, Google.
As we’ve already established in previous stories, Delta Auto Protect is quick to take your money for one of its warranties but slow to return it. In case you missed it, a company like Delta Auto Protect has a strong incentive to pull the money from your account quickly, but they don’t have the same motivation to return your money. Actually, most companies have systems designed to slow the process — accounts payable departments that ensure they don’t accidentally refund something they shouldn’t.
In the past, I would have given the company the benefit of the doubt, but if your timeline is accurate, I’m less inclined to be so generous. The part about the USPS tracking number was particularly suspicious. It seems as if they told you that — and also, that your check was in the mail earlier — to get you off the phone.
Speaking of the phone, I would recommend staying off it. You’ll want to start a nice paper trail between you and the company. Otherwise, there’s no documentation of what Delta Auto Protect promised you.
How to contact Delta Auto Protect
Further deepening this mystery is the fact that Delta Auto Protect makes it difficult to reach a manager. My research department had a heckuva time finding these Delta Auto Protect executive contacts.
It’s almost as if they benefit from a system that relies on phone calls and makes appeals impossible.
I asked Delta Auto Protect about your payment, and it mailed you a check.