365 Home Warranty Corp

Dear Mr. [redacted],   First, I would like to apologize for the delay in responding to your complaint.   Second, I would like to apologize to you for this billing issue. A thorough internal investigation has revealed that you were clearly overbilled due to a technical error. We have already...

refunded one of the charges but as you aptly point out, you are still due back one more charge that was made in error. 365 Home Warranty has issued a check to you for the amount due back to you and you should receive it shortly.   Sincerely, [redacted]

Dear Mr. [redacted],   I apologize for the delay in responding to your complaint as there has been some internal changes and Dana N[redacted] is no longer handling Revdex.com correspondence. We will reach out to the Revdex.com and request that they update this information.   On behalf of 365 Home Warranty, I...

apologize that your claim was not handled consistent with the expectations that we set as a company and that you demand as a customer. We have gone ahead in good faith and refunded your most recent monthly payment. If we should ever have the privilege of serving you again in the future, we will be happy to extend to you the special offer that we discussed during our phone conversation.   Kindest regards,Harry J. B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Since filing the complaint with BB, I have been in touch with 365 Warranty and have better understanding of the facts. I have found 365 to be very responsive and helpful. I see that the complaint is an error as I understand the number I dailed to reqeust the cancellation and refund was not the 365 Home warranty number but is the number for the claims line which is owned and operated by the plan Administrator and Obligor.Please allow me to take back the complaint I am grateful to BBP for the quick response and help

Dear Mr. [redacted],  Forgive me for not formally responding to your Revdex.com complaint. I know that we have been in touch regarding your complaints. I trust that by now any issues you have experienced have been resolved. I would appreciate it if in the future you would please contact my office...

at [redacted] x [redacted] to see if we can expeditiously resolve any issues that you are having prior to opening complaints with the Revdex.com.

Complaint: [redacted]
I am rejecting this response because:I did not inadvertently dial the wrong number for the service or claims department. As a matter of fact, I verified with the representative that I dialed the right number the first time that I called. I then verified that number with each subsequent attempt that I made.A partial refund has since been provided, however, this was only after I filed the complaint with the Revdex.com, not before.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I followed the provisions of the form issued for Customer Reimbursement, and both emailed/phoned 365 several times on the subject.  It is not my fault that the reimbursement form given me did not say to wait for an Approval Number - but the form did say to pay the outfit that did the work, then submit the receipt for reimbursement -which I did.  So do not see where the "claims administrator" says I did not follow the directions - and being a technical writer by trade, would be glad to go over the form step by step, if needed.  And note the approval email sent by the "claims administrator" came after the work was done and receipt submitted, as nothing prior to the email sent after work was done stated only the repair was to be approved - leaving me to believe it was my choice as long as I stayed under the $495 cap. NOTE 1:  Mr. [redacted] J. [redacted], the last person I talked to from 365, has stated that 365 was going to pay the entire amount due, which is all I asked.  Because of this, when I receive the Reimbursement check, I consider this issue to be resolved.  And since 365 has agree to pay this - after this complaint was made - I believe shows I had the high ground in this case.  I thank Mr. [redacted] for rechecking the facts and making this decision.NOTE 2: I chose rejection vice acceptance on my two choices for this reply only because the 365 wording did not, in my view, cover the situation entirely correctly.  However, as stated, with the receipt of the full reimbursement, I will be satisfied with 365's response and accept the resolution.
Regards,
[redacted]

We apologize for the frustration that you have experienced when requesting to cancel your coverage. However, our records indicate that you did not call 365 Home Warranty. The number you called is the number for the claims line which is owned and operated by the plan Administrator and Obligor. On...

behalf of 365 Home Warranty, we appreciate your patronage and we are sorry to see you cancel your plan. Best regards, Harry

The following communication has been emailed to the customer: On behalf of 365, I am sorry to hear about your experience when trying to usethe service. It is important to note that the service under your contract is isprovided by the Plan Administrator and Obligor, TMI Solutions, LLC. 365 would...

like to provide you with a satisfactory resolution to your complaint.However, 365 is unable to provide a full refund of the premium paid for yourhome warranty because your contract was in effect for one full year. In goodfaith, 365 has offered you a gift card to compensate for your negativeexperience. I understand that you rejected this offer. Please feel free to contact me directly to work towards a resolution that youwill find acceptable. Sincerely, Harry

Dear Mr. [redacted], I hope all is well. I have read your Revdex.com response very carefully and feel that it is important to clarify what was offered to you. While our offer did highly incentivize your ongoing patronage, 365 also offered to refund your one month’s premium of $48.25 regardless of whether or not you decided to cancel the plan going forward. Feel free to contact me at your convenience with any questions or concerns or if you wish to discuss this matter further. Sincerely, Harry J. B[redacted]

Dear Ms. [redacted], I am sorry to hear about your experience - and also for the delay in responding to your complaint. We have conducted an investigation into the handling of your claims issue and our records indicate the facts are as follows:  Ms. [redacted] contacted NLF on 5/22/17 to...

report that she had a faucet leaking outside of her home. Contacted Ms. [redacted] on 5/23/17 to inform her that faucets are not covered under her plan.Ms. [redacted] contacted NLF on 6/7/17 to inform NLF that she was having breathing problems and believed that they were cause by the ductwork in her home. As cleaning of ducts is not covered under this plan, there was internal discussion regarding the creation of this claim. After Ms. [redacted] declined customer reimbursement, we sent the claim to Service Locate and work order was promptly issued to SP. We received no communication from the customer or the SP until 7/19/17. Received call from the SP on 7/20/17 requesting a credit card for payment and informing us that the ducts were in need of cleaning. Advised SP that cleaning is not covered under the terms of the contract. Another claim was created for Ms. [redacted] on 7/20/17 for a leaking refrigerator. Service was dispatched on 7/21/17 to [redacted]. We were told by [redacted] that the issue was caused by a plumbing issue and that there was nothing wrong with the refrigerator on 8/4. An agent contacted Ms. [redacted] to inform her of this on 8/4/17. Ms. [redacted] did not agree with the diagnosis and the claim was escalated. I partnered with my service manager and we agreed that the issue was misdiagnosed. On 8/8/17 a 2nd opinion was authorized to diagnose Ms. [redacted]’s refrigerator. [redacted] was removed from all 365 Home Warranty claims due to this issue. The 2nd opinion claim was created 8/8/17 and a SP accepted work order on 8/11. Service was dispatched to [redacted] of West Phoenix. We have had no approval request from the SP and have not received a call from Ms. [redacted] to let us know the status of repairs. We just confirmed with the SP that they told the customer that they are no longer accepting claims from [redacted] and that they never went to the customer’s home. The SP never contacted us to let us know. The record demonstrates that once your claim was sent to the service provider - nothing happened and there was certainly what would appear to be a lack of follow up to ensure completion of the work order/resolution of the claim. I apologize again for the way that your claim was handled. This scenario while no less frustrating for you, is not at all indicative of our customer service experienced by the vast majority of our customers. We are committed to excellence in customer service and claims management, and in this case we let you down and did not live up to our own expectations. A representative from our executive office will be contacting you regarding your issue and will discuss what can be done to rectify the matter. Thank you,Harry J. B[redacted] President

Dear Mrs. [redacted],   We want you to know that we take your allegations very seriously. 365 does not misrepresent terms and conditions of home warranty plans. We have conducted a thorough internal investigation and have found the following information:  ...

1.       The sales person was asked “how the plan compared to XXX’s policy?”. The sales person answered that he thought the coverage was essentially the same and then proceeded to highlight the additional benefits that 365 offers. While our salespeople are not required to know all of the fine details of another company’s plans, it does however turn out to be true that this other company does have a plan with the same limitations, particularly as it relates to the Air Conditioning coverage.      2.       The sales person was asked if the unit could not be repaired, would it be replaced? The salesperson gave the correct, true, and accurate response and said that the coverage is for repair and replacement within the terms and limitations of the contract, which is available for viewing on 365’s website, and which was sent to you immediately upon completion of your purchase.   3.       There are also some discrepancies in your complaint as it relates to the amount that was covered on your AC claim. Particularly you stated the following: the AC unit had an issue (did not need replacing, but was a large repair) and only $500 was covered.  Our records indicate that $1,000 was paid towards your claim, not $500.      Our refund policy only allows for a prorated refund less claims paid. In your case, the benefit you’ve received through the payment of your claim is exceeds the amount you paid for the plan. Therefore, no refund is due. In the vein of good customer service and in a sincere effort to resolve your complaint, 365 offered you $xx in complimentary gift cards. Unfortunately, as per our conversation this was not an acceptable resolution for you.   Feel free to contact us at any time and let us know if there is anything else that we can do for you. Also, please note that should you change your mind about the resolution we proposed, we’d be happy to honor it.   Best regards,

, As you are aware, 365 had taken steps to resolve this matter prior to receivingthis complaint. We appreciate your cooperation in getting the issue resolvedand we apologize for any inconvenience that may have been caused.

Complaint: [redacted]
I am rejecting this response because:  I do not believe the response is the truth.  I believe 365 has committed fraud with regard to its business practices.  I have filed a fraud claim with the Arizona Attorney General.  365 is going to have to do better than the generic response I received from them.  There is no excuse for me having to use my time to make multiple calls to 365 in an effort to obtain the services I paid for.  There is no excuse for me having to "baby sit" this process from beginning to end.  365 needs to take responsibility for their bad business practices and do something to show me that they accept responsibility for my last two issues with them.  Filing complaints is the last thing I want to spend my time doing.  You pay for a service and you expect to receive the paid for services in a timely, professional manner.  Not experience multiple road blocks.  365 does not deliver on the services they contracted with me to provide in a reasonable time period.  I am sure I am not the only person who experienced this type of service.  The difference with me is that I don't and won't let it go. 
Regards,
[redacted]

The customer's refund check has been issued as of 8/10/15 and the customer has been properly informed as to the action taken to resolve this matter.

Complaint: [redacted]
I am rejecting this response because:
after a conversation with Mr [redacted] I was informed that only would be refunded monies if go back to Company wy will I do that after the disapoiment with there buisness and I had already cancelled contract good customer service would have been monies reefunded without return no problem will [redacted], [redacted] and any other social media to let public know how insufficent this Company is 
Regards,
[redacted]

Dear Ms. [redacted], Our records indicate that a refund transaction was processed on June 15th but for some reason that transaction was never completed. There was a brief time period in which we experienced some technical difficulties as it related to the processing of refunds while we were updating...

some of our internal systems and the connection between our system and our payment gateway. We are apologetic to anyone that was affected by this technical difficulty. However, when we spoke on July 6th, the refund was processed immediately – and was successful. Typically, a refund transaction will appear on your credit card statement within 48 hours of the time that it is processed. Trans ID Invoice Number Trans Status Submit Date Customer Card Payment Method Payment Amount [redacted] Policy [redacted] Refund 06-Jul-2016 08:51:51 [redacted], Belinda M [redacted] USD (249.50) [redacted] Policy [redacted] Refund 06-Jul-2016 08:47:00 [redacted], Belinda M [redacted] USD (249.50) [redacted] Policy [redacted] Refund/Pending Settlement 15-Jun-2016 03:26:37 [redacted], Belinda M [redacted] USD (249.50) [redacted] Policy [redacted] Refund/Pending Settlement 15-Jun-2016 03:29:15 [redacted], Belinda M [redacted] USD (249.50)   Please feel free to contact us if you need any further assistance.   Best regards, [redacted]

Thank you for taking the time to speak with me today regarding your complaint.
On behalf of 365, we are truly sorry for the bad experience that you had with
the service. As explained during our call, the services provided in accordance
with the terms of your plan were provided by a third party. While 365 cannot
legally reimburse you for the cost of parts and labor, and is not able to
provide a full refund as per the terms of your contract, 365 can take other
measures in efforts to resolve your complaint and to compensate for your bad
service experience.  At this time, 365 is offering you a $XX value in Amex gift cards. Additionally,
365 is offering you a XX special discount should you decide to purchase a plan
through 365 again in the future.I hope that we were able to resolve this complaint to your
satisfaction and at the same time inspire confidence that we have corrected the issue to prevent it from happening again in the future. Sincerely yours,  Harry

Dear Mr. [redacted],  Thank you very much for taking my call earlier. I am sorry that your claim reimbursement was denied for the full amount you are seeking to recover. The claims administrator cited the following reason for the denial of your claim:  customer didn’t follow the reimbursement...

procedure he has paid more out of pocket than [redacted] has agreed to reimburse him.  There were two options given for repair or replace and [redacted] chose to repair whereas the customer chose the replace the garage door all together because it was an older garage.  Approval wasn’t given for replacement so we have advised him that he will only be reimbursed for the repair cost While excellent customer service is as paramount to our claims Administrator as it is to 365 Home Warranty, claims are adjudicated strictly in accordance with their interpretation of the terms of the contract and in accordance with their designated procedures. While we have no authority to overturn claims determinations made by the administrator, we have requested that they conduct a thorough review of the decision that they made with respect to your garage door claim.  At 365 Home Warranty, nothing is more important to us than customer satisfaction, and we are confident that we can assist you in ultimately getting this complaint resolved to your satisfaction. Sincerely,[redacted]