BMW sues US Fidelis for using automaker's name

US Fidelis has used the BMW name and trademark to confuse consumers into believing that the Wentzville broker of auto-service contracts is affiliated with the German automaker, according to federal suit that BMW of North America filed recently in New Jersey. Full Story

Since: Jul 09

Saint Louis, MO

#1 Jul 30, 2009
Customers are told they have 30 days to cancel, no questions asked. This is not true. Customers first call into the Customer Service Dept, 1-800-649-1856, and then they are transferred to Account Resolutions (AKA Saves Dept). This dept assists the customers depending on their particular situation. A lot of the times customer purchase the coverage and then have buyer's remorse. They usually purchase the coverage during the week and then think about it all weekend. Then they call in Monday when they've changed their mind. That's why Monday is a high volume call day. Best bet is to call between Tuesday and Friday. Representives remind the customer why they bought the coverage in the first place. Sometime this works and sometimes it doesn't. That's when therepresentative starts giving discounts. They can discount it lower that the Sales Dept. In Saves they make commission for "saving" the deal. This depends on how much money they discounted the cost. Reps get paid $50,$40 or $20. A lot of the times the customer really wants to keep the coverage but can't because of personal issues such as losing a job, illness, etc. Reps give discounts or defer the customer's next payment to give them time to catch up. A lot of the times the customer refuses to give an answer. It's the reps job to get the reason out of them. If the customer hangs up before it's resolve they are not cancelled. Reps are taught to not just cancel the coverage without fighting to save them. Therefore, the customer cannot just cancel for any reason. The best bet is if you want to cancel the coverage just agree with everything they say and insist you just want to cancel. Eventually the rep will give up. Also beware of cancellation fees. This is not told to you in the Sales Dept. Sales reps are instructed to be vague as possible. If you ever want to speak with a manager in Saves the rep is told to take care of it themselves which is very frustrating for the customer. If you insist on speaking with a manager use their names: Jeremy Nemens is head of the whole Saves Dept and he has managers below him that are on the floor. These managers are as follows: Maximillian (Max) Williams, Dave Escobar and Shelby Rothmerich. If you ask for those managers and they still won't let you talk to them, they are lying. In the last year the Saves Dept has tripled in size. Why do you think that is?

Since: Jul 09

Saint Louis, MO

#2 Jul 31, 2009
Email addresses for management at US Fidelis: darain.atkinson@usfidelis.com, dustin.houston@usfidelis.com, jared.sutherland@usfidelis.com , jeremy.nemens@usfidelis.com, eddie.struckman@usfidelis.com, amy.huitt@usfidelis.com, maximillian.williams@usfidelis .com, annmarie.mormino@usfidelis.com , ellie.sutherland@usfidelis.com , dave.escobar@usfidelis.com, shelby.rothmerich@usfidelis.co m

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