When Delta Auto Protect — yes, Delta Auto Protect — promises Greg Song an $850 refund, it takes its time sending him a check. Can he do anything to speed things up?
Q: I canceled my Delta Auto Protect warranty and was promised an $850 refund. It’s been two months since I submitted the required paperwork. I was hoping that I would not have to seek your assistance but to date I’ve received no money from Delta Auto Protect.
I’ve emailed the company several times.
I received an email from Delta Auto Protect, asking me to sign more paperwork. Then I received confirmation that paperwork was received and in order. After several weeks of waiting, a Delta Auto Protect representative asked me to call the finance department. Finally, I spoke with another representative who assured me a check had already gone out. It did not.
I have left multiple messages and no response. Can you help me get my $850 back? — Greg Song, Surprise, Ariz.
A: Another Delta Auto Protect case? You’ve got to be kidding.
But you’re not. I count eight active Delta Auto Protect cases in our system. That’s a lot of complaints for a small company. All involve late refunds.
At the risk of repeating myself, if your a stated goal is providing “exceptional” service and “eliminating delays,” you don’t want to have any cases. Yet here we are, Delta Auto Protect.
Like the last case I advocated, you had an email from the company promising a refund. That helps a lot. I list the names, numbers and email addresses of key Delta Auto Protect customer service executives on my consumer advocacy site. You could have appealed your case to one of them.
But I think my dear readers are wondering: What the heck is going on with Delta Auto Protect? Why is it dragging its feet on refunds? Why the song and dance with customer service and the finance department?
Delta Auto protect is not alone
I’ve seen chronic complaints like this before. The old US Airways (customer service), Enterprise (damage charges), and VRBO (phishing) come to mind. It took sustained pressure by consumers (and, ahem, consumer advocates) to address these issues, but eventually, the companies took them seriously.
You can add Delta Auto Protect to that list. I believe that after all of these complaints, the company is finally taking these late payments seriously and is working on a comprehensive, institutional fix, as opposed to quickly paying one or two squeaky-wheel customers. I base that on the timelines of the last few cases and the responses my advocacy team and I have received from the company.
And if we’re wrong? Well, then this isn’t the last Delta Auto Protect case you’ll read about in my column.
I contacted Delta Auto Protect on your behalf, and it promptly sent you the $850 check it promised you two months ago.