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Business Profile

Auto Service Contract Companies

American Auto Repair Coverage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Service Contract Companies.

Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/22/2025

    Type:Order Issues
    Status:
    UnpursuableMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a warranty on my 2015 Kia ******* I bought the better package they offer. The salesmen told me it covered my car for engine,transmission and almost everything. My first occurance and the denied my claim. My engine blew out the head casket. Now that should be covered. They are trying to weaseled out of it !!!
  • Initial Complaint

    Date:11/06/2024

    Type:Service or Repair Issues
    Status:
    UnpursuableMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I submitted a claim with American Auto Repair on 4 Nov 2024 on my 2010 ******* Veracruz. I collected and submitted all service repairs from ********* and ****************** per the claims department request. I was told by the claims **** they could not accept the documents from ********* as they were service histories and not actual repairs. ********* said if they would just read the documents the complete repairs with type of oil etc was listed. Once again, American Auto said they would cancel my claim. I then ask them to disregard the documentation from ********* and just go with documentation from ****************** and process the claim. They refused to do so. I was previously with Car Shield and in 2021 went with American Auto believing everything they told me. I dont remember how much I paid down when I started with them but I have been paying them $77.+ each month. I am an 80 year old woman living off social security and I feel like I am being taken advantage of.
  • Initial Complaint

    Date:03/14/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 10/14/23, I purchased a 21 model **** Ranger paying $2,127.15 for extended warranty with some factory coverage. ***** later at the dealer we were told the warranty had expired. I was given a number to call for insurance using my credit card. I called American Auto Repair. The insurance was $3,700. **** called and I approved the charge on 1/4/24. Back at the dealer, I was told I have my extended warranty. I canceled American Policy 1/24/24. I was told I would get a full refund in 14 days.I would like to get my full refund - $3,700.00.

    Business Response

    Date: 04/23/2024

    Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or confusion regarding the extended warranty for your **** Ranger.
    Upon reviewing your case, it appears there was a misunderstanding regarding the warranty coverage and the process for obtaining it. We understand the frustration and inconvenience this may have caused you.
    We have initiated an investigation into the situation and have contacted the appropriate parties to ensure that your refund is processed promptly. Please be assured that we are working diligently to resolve this issue and expedite the refund process for you.
    We apologize for any delay or inconvenience you may have experienced and appreciate your patience and understanding as we work to rectify this matter.
    If you have any further questions or concerns, please do not hesitate to contact us directly. We are committed to providing you with the highest level of customer service and ensuring that this issue is resolved to your satisfaction.
  • Initial Complaint

    Date:01/25/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I joined American Auto Repair Coverage, LLC SEPTEMBER 22,2023 $139.96 down payment and $117.29 monthly November, December and January total of $491.83. I was told to by ************************* Ill get 3 oil changes and 1 brake pads done my first year. When I mailed in receipts for refunds is where the run around began starting with *********************(**********************************, then with ******** with car guard. At ************************ *** ***************************************************** These two places were to refund me. Last I spoke with them they dont accept receipts.

    Business Response

    Date: 04/23/2024

    It sounds like there's been a miscommunication regarding the refund process for the oil changes and brake pads promised to you. Dealing with different points of contact and receiving conflicting information can be incredibly frustrating.
    To address this, it might be helpful to gather all the relevant documentation, including any correspondence, receipts, and the details of your initial agreement with Car Guard. Then, reach out to ******************* LLC directly to escalate your concerns and request clarity on the refund process.You could express your disappointment with the run-around you've encountered and ask for a clear resolution.
    If you're not satisfied with the response from ******************* LLC, you might consider seeking further assistance from consumer protection agencies or legal counsel to explore your options for resolving this matter. It is the responsibility of Car Guard, LLC to reimburse you for maintenance.
    Remember to remain patient and persistent in seeking a resolution, and I hope you're able to get this matter resolved satisfactorily.If you need further assistance or advice, feel free to ask.
  • Initial Complaint

    Date:12/04/2023

    Type:Order Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The transaction with American Auto Repair (service contract) took place today (Dec 4, 2023). I was scammed for $544.13 which was charged to one of my credit card accounts for a service contract for an auto I purchased in Oct.
    I was told that the service contract I purchased from the dealer had not been activated and that I must pay $544.13 to get it activated. I paid the $544.13 in good faith.

    After reading the sales agreement from the dealer, who had validated the service agreement when the car was purchased. I realized I had been scammed.

    I called American Auto Repair to cancel the contract. It was difficult to get someone to answer my call. When someone finally got on the line I requested an immediate cancellation of the contract which had been made within the past hour. I was given a confirmation number and told I would receive an email within a few minutes. It’s been 5 hours and I still haven’t received an email.

    Business Response

    Date: 12/14/2023

    Upon
    review of your case, it appears that you contacted American Auto Repair Coverage on
    December 4, 2023, seeking to activate a service contract for your vehicle.
    During this call, it was explained to you that our records indicated no
    existing coverage for your vehicle under our services. Subsequently, at your
    request, the extended coverage was activated. 
    Shortly after the activation, you reached out to our customer service
    once more, expressing your decision to cancel the newly activated policy. We
    promptly processed the cancellation and refunded the activation fee without
    delay.  We understand the importance of
    timely communication and the need for confirmation of such transactions. An
    email verification of the cancellation was promptly sent; however, it seems
    there was an issue with the email address provided initially, resulting in
    non-delivery of the confirmation. Upon realizing the incorrect email, we
    immediately updated our records and sent the verification to the corrected
    email address on the following day to ensure you received the necessary
    documentation.  We sincerely apologize
    for any confusion or inconvenience you experienced regarding the recent
    transaction with American Auto Repair.
  • Initial Complaint

    Date:11/28/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company failed to disclose that they do not cover warranty repairs if the part fails due to a normal part that are replaced generally as normally wear and tear. When I found out this I immediately contacted them back and stated that I didn't want to go through with the purchase and to not process the payment. I filed 3 disputes with the Bank and the merchant kept stating that they were sending the funds back via check, however, it hasn't arrived yet. It is going to be 2024 before I get this check. I have called every couple of days November 3, 4, 2X on November 6, 3X on November 8, 3X on November 10, November 11, November 13, November 15, November 22, On November 15 - I was told the check would be sent on November 17 because they only send check out on Fridays - why wasn't it sent the Friday before - November 10. On November 22 - I was told that I would have the check on the November 27. However, It is November 28, 2023 and they act like I am disturbing them by continuing to call and ask for my money. I just got a job and there was an issue with my direct deposit for my unemployment check and I only received $23.00 in food stamps, so I wasn't able to enjoy my Thanksgiving holiday or even eat some food. I starved for 4 days. Although, when I spoke with unemployment they stated that my check was being mailed and that I would have it on Friday or Saturday. I got it on Saturday, so something tells me that they have not mailed my check at all. I have filed a Complaint with the PA Attorney General's Office as well. I have given this merchant til Friday, December 1, 2023 to provide a tracking number for the check and they have until December 15, 2023 to rectify this situation or I will be seeking my legal remedies and will be requesting attorney fees, compensatory and punitive damages for their lack of common decency and professionalism. They are treating me like a piece of trash.

    Business Response

    Date: 12/01/2023

    Mrs. ******** activated coverage with her
    routing and checking account information on 11/3/23. She provided voice
    authorization for the payment to be processed that day. During the call in
    which she activated, the representative read the following line verbatim:

    ".... this policy does NOT cover routine
    maintenance like oil changes, normal wear and tear like tires and breaks, and
    cosmetic damage like dings in the bumper or scratches in the paint."

    Her claim that she was misled is false. Mrs.
    ******** called in later that day to cancel the coverage, and she requested her
    refund. The notes from her file indicate that she hung up on the customer
    service agent before they could explain that the payment was already processed,
    and since she used routing and account information as opposed to a credit or
    debit card, it would take our merchant services vendor 2 weeks to inform us if
    the payment was approved or declined. We are unable to refund any funds until
    we can confirm the payment was successfully posted. The soonest we could issue
    a refund check to her was November 17, 2023. When she informed us that she was
    charging back the payment prior to the 17th, we decided to wait until we knew
    more before issuing a check. As the funds do not seem to have been removed from
    the business account as of this morning, 12/1/23, the refund check has been
    sent out today, and the tracking number is ********************. (There might
    be a day or two before the **** scans this tracking number.) We apologize that
    this interaction has affected Mrs. ********'s Thanksgiving meal.
  • Initial Complaint

    Date:08/09/2023

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I, ***** *******, hereby request American Auto Repair Coverage to refund $488.3 which was illegally withdrawn from my checking account without a Service Contract.
    On 4/13/23, an American Auto Repair Coverage Agent called me and persuaded me to sign up for American Auto Repair 'Bumper-to-bumper' coverage. I was asked to provide a blank check deposit to secure the special rate, and that I had 30 days to look over the contract document they would be sending me in the mail. Because I never received this document, I called American Auto Repair Coverage on 5/5/23 to cancel and requested my money back. Till date, 5 months after, American Auto Repair Coverage has continued to illegally withdraw money from my account, even as it has failed, despite several requests from me, to provide a service contract.
    The money was withdrawn from my account as follows:
    4/16/2023 102.50 DEPOSIT
    5/16/2023 128.60 3877115 TELEPHONE PAYMENT **********
    6/16/2023 128.60 3877115 TELEPHONE PAYMENT **********
    7/18/2023 128.60 3877115 TELEPHONE PAYMENT *********

    On 3 different occasions, I asked American Auto Repair Coverage to refund the money it has illegally withdrawn from my account and expressed my willingness to sign up for a new Auto Repair Coverage plan, based on a valid contract. However, on each occasion, they sent me a Sample Contract. The Sample Contract from American Auto Repair Coverage cannot form a basis for me to file a claim for Auto repairs and is a subterfuge to illegally defraud me of my money. Without a valid service contract, there is no legal basis for American Auto Repair Coverage to take money from my bank account, and its conduct is unmistakably larcenous. I never authorized American Auto Repair Coverage to make any ACH withdrawals from my account, and even the $102.50 blank deposit check was illegally completed and cashed without my consent. When I spoke to American Auto Repair Coverage yesterday - 8/9/2023 - the customer service representative acknowledged there had been no service contract and said their attorney was working on a service contract which would be sent to me by mail shortly. I asked her to send a copy of the contract by email, but she insisted they could not do so legally. I hereby demand a refund of a total of $488.30 taken so far from my Account. Failure to refund this money will be followed by a criminal action for fraud on my deposit account 14 days hence.

    Business Response

    Date: 08/11/2023

    According to our records, on 4/13/2023, you authorized the activation of your policy by agreeing to a down payment of $105, with the understanding that you would subsequently make 30 monthly installments of $128.60. Your verbal authorization for this payment arrangement was documented.  The policy activation included a requirement for a down payment, and our representative followed standard procedures by requesting your authorization. It's important to note that no funds were withdrawn without your explicit consent. USPS tracking indicates the policy was delivered to you on 4/25/2023. We apologize for any confusion if you were unable to locate this document.  We also acknowledge your interactions with our customer service department on 8/4/2023. We understand that you requested a copy of your paperwork to be resent, and we promptly fulfilled this request by sending both a hard copy and an email copy to the address we have on file.  Regarding your request for a refund, we would like to clarify that American Auto Repair Coverage operates within a structured framework that includes specific cancellation procedures outlined in the contracts we have provided. To facilitate the refund process, we kindly request that you adhere to these established procedures.

    Customer Answer

    Date: 08/23/2023

    American Auto Repair Coverage falsely claims that USPS tracking indicates the policy
    was delivered to me on 4/25/2023. By what means as it delivered? Was it by
    regular mail or certified mail? Can they produce evidence of this policy
    delivery? And why did they send me a sample contract on August 4 after I called them to complain about charges to my account after cancellation and without a service contract, why did they once again send me a sample contract on August 4, instead of sending me a copy of the contract?   And why did the customer service representative tell
    me it was American Auto Repair Coverage policy
    not to send the contract by email, and when I pointed out the absurdity of that
    policy to her, she made another nonsensical claim that the law does not permit them to
    send the contract by email, and that American Auto Repair Coverage attorney was working on a service contract
    that would be sent to me by mail.

    On 8/18/23, American Auto
    Repair Coverage once again stole $128.60 from my account after the customer service Representative
    promised on 8/9/2023, they would not charge my account again, and after I had
    filed a BBB complaint about the fraud they perpetrated on my account and requested a refund of
    all funds illegally stolen from my
    account.
    I hereby request a refund of $616.90 from American Auto
    Repair Coverage and have followed the specific procedures the outlined in the service cobtract they sent to me for the first time on 8/22/2023.

    Business Response

    Date: 01/03/2024

    After a thorough review of your case, we found that while your initial paperwork had been dispatched multiple times with tracking, we acknowledge the delay in receiving the final documentation, which was delivered on August 22, 2023. Regarding the withdrawal concerns, upon enrollment on April 13, 2023, you authorized monthly installments and were actively enrolled in automatic billing. However, as soon as your cancellation request was received on August 28, 2023, the policy was cancelled per your request. Our records indicate that the initial refund check unfortunately encountered an issue and was returned. We took swift action and as of November 29, 2023, a reissued refund was sent with tracking and confirmed delivery. The sample contract provided interim terms until the policy could be finalized by our administrator. We sincerely apologize for any confusion caused.
  • Initial Complaint

    Date:06/23/2023

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I, ***** ******** consider to be fair is to refund me all my money back because there was no justice done on the behalf of my car being fixed and they cancelled my warranty, not me. Had a warranty on 

    my car now I'm walking. Don't think it is right to take all my hard earn money and keep all of it for no reason that was not my fault. And for my pain and suffering, 

    ***** ********

    *** ******** ***

    ****** ** *****

    ************

     

    Business Response

    Date: 06/28/2023

    According to our records, you activated your policy with American Auto Repair Coverage on February 16, 2022. However, on December 2, 2022, your engine claim was denied. Upon further investigation, it was discovered that your vehicle had been serviced at Walmart, where incorrect oil was used, leading to the engine issues you experienced. As outlined in your contract, the use of improper maintenance and services, such as using the wrong oil, can result in claim denials. Therefore, based on the terms and conditions of your warranty agreement, the denial of your claim was justified. Subsequently, on December 12, 2022, you chose to cancel your warranty and sent in a letter of cancellation on January 11, 2023, in accordance with the cancellation policy outlined in your contract. We acknowledge that you were within your rights to cancel the warranty.  Regarding the refund, as stated in your contract, once a policy is cancelled, a prorated refund is issued. We can confirm that your prorated refund was processed and sent out on June 5, 2023. While we understand that you are dissatisfied with the outcome and have experienced inconvenience and frustration, we would like to reiterate that the denial of your claim was based on the circumstances and terms outlined in your contract. We always strive to provide the best service to our customers, and we regret that we could not meet your expectations in this case.
  • Initial Complaint

    Date:06/14/2023

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They called me about a vehicle I havent owned for at least 5 years about extended warranty and they promised to update their system BUT I keep getting calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after calls after without relief. STOP CALLING ME ABOUT A VEHICLE I NO LONGER OWN!!!

    Business Response

    Date: 06/16/2023

    Our records indicate that we made only two outbound calls in attempts to discuss a service contract for a vehicle that was associated with your contact information. We spoke with you only once during those attempts. It might be possible that the additional calls you identified in your complaint were unrelated or originated from a different company. Immediate action has been taken to ensure that you will not receive any further calls from our company regarding coverage.  

    Customer Answer

    Date: 06/19/2023

    Complaint: 20184696

    I am rejecting this response because the vehicle that I kept getting warranty for was for a 2015 Jeep Grand Cherokee that I have not owned in over 5 years since the accident it was in.  Furthermore, I made this known to this business well over 15 times that I no longer owned this vehicle yet I kept getting calls from this business on this matter..  I clearly reject your understanding of the facts of this case since you claim that I called twice regarding coverage for this vehicle that was a total loss 5 years ago.  Why would I need coverage and spend money on coverage for a vehicle I no longer own?


    Sincerely,

    ***********************

    Business Response

    Date: 06/20/2023

    After reviewing our records, American Auto has confirmed we have only contacted this customer twice, initially on 5/11/2023, and again on 6/14/2023. At this point we confirmed the customer no longer owns the vehicle on file, and have since removed him from our system. American Auto ensures that all necessary measures are implemented to prevent similar occurrences in the future, and to remain fully compliant with relevant regulations and guidelines.

    Customer Answer

    Date: 06/22/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***********************
  • Initial Complaint

    Date:05/15/2023

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    am writing to file a formal complaint against American Auto Repair Coverage regarding their failure to provide a refund of $185.00 for canceled services. Despite repeated attempts to resolve this matter, I have been waiting for over a month for the refund, which was promised to be returned to my account promptly.

    On April 5th 2023, I contacted American Auto Repair Coverage to cancel my service and requested a refund of the remaining balance. During that conversation, a representative assured me that the refund would be processed and the funds would be returned to my account within a reasonable timeframe. However, to date, I have not received the refund.

    I have made numerous follow-up calls to American Auto Repair Coverage to inquire about the status of my refund. Each time I call and ask to speak to a supervisor, I am either told that they are unavailable or that the person I am speaking to is in charge. This lack of accountability and transparency has been deeply frustrating, and it seems that there is no genuine effort on their part to resolve this issue promptly.

    As a consumer, I believe that it is my right to receive a refund for services that were canceled in a timely manner. American Auto Repair Coverage's failure to process my refund and the lack of clear communication has caused me significant inconvenience and financial strain.

    I kindly request your intervention in this matter to ensure that American Auto Repair Coverage promptly refunds the $185.00 owed to me. Additionally, I would appreciate it if the Better Business Bureau could investigate this company's practices to determine if there have been similar complaints from other consumers. Please find enclosed copies of all relevant documentation, including the cancellation confirmation and any correspondence I have had with American Auto Repair Coverage. If you require any further information or clarification, please do not hesitate to contact me at the above-mentioned contact details.

    Business Response

    Date: 06/06/2023

    American Auto is sorry to hear your experience with our company was unsatisfactory. Our records indicate that this customer activated coverage on 4/3/2023. The customer requested that the plan be canceled on 4/19/2023. On 5/4/2023, the customer called in to inquire about a refund of their down payment. Customer service issued a request to our merchant service company to refund the $185. At this time, we expected the refund to be issued. On 5/12/23, the customer called again, informing our customer support team that they had not yet received their refund. Customer Service contacted the merchant directly, canceled the original refund request, and submitted a new one. The merchant notified us that the refund was posted to the customer's account on 5/15/2023.

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