Allied Warranty, LLC

Thank you for bringing our attention to the delay in the arrival of Mr [redacted] 's gift cardWe regret any inconvenience caused by the delay According to our records, the card request was processed May 4, 2015, as promised; however, there was a delay in shipment from the retailerOn May 29, 2015, one of our representatives contacted Mr [redacted] and confirmed the arrival of the cardWe trust that the matter has been resolved to his satisfaction Sincerely, The Allied Team

Revdex.com: It is Allied Home Warranty's job to have an AC tech available to do repairs; with the internet nowadays there should not be any out-of-service areas That is lazy way of saying, "we don't want to do our job" It is not my job to search for possible AC technicians, vett their legitimacy and work I did a quick google search for AC tech's in Austin, Texas and there are numerous pages of AC techs here Why can not they not do there job and find an AC tech and assign that person to me? It is not my job If they renege on doing this simple task can we get a full refund of our moneyThank you, [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Regards,

Thank you for giving us this opportunity to address ***’ concerns regarding her recent HVAC ClaimWe appreciate all feedback as a valuable tool to ensure that we are delivering quality service and look for opportunities to improve ** [redacted] purchased a plan through her utility company which covers up to $per claim for mechanical failure of her HVAC system when the damage has been caused by wear and tearA welcome package was sent to her via [redacted] shortly after her contract began to explain the ter [redacted] and conditions of the WarrantyShe had days to evaluate the plan before billing startedIf she had cancelled her plan within that period she would not have been charged for the WarrantyShe can obtain another copy of this documentation at any time from her utility provider According to that documentation, Allied Home Warranty will cover up to $per claim for any mechanical failure attributed to wear and tear to the major components of her systemSpecifically excluded in the contract is responsibility for Freon and missing parts We fall back on Self-Service Authorization when we are unable to provide a technician for our clients; however, in order to ensure accountability for the quality of service that our clients receive, we do our best to provide a technician before resorting to this optionFirst we attempt to assign the request to a vetted contractor in the client’s areaThen we look into adjacent territories to see if we can make an arrangement with one of our other vendorsThen we attempt to find a qualified contractor outside of our vendor list who will be willing to accept the assignmentOnly when we have exhausted these options do we provide Self-Service Authorization, so reaching this solution can take some timeSelf-Service Authorization is subject to the same ter [redacted] and conditions as clai [redacted] serviced by our vetted contractors, and we require the copy of a paid invoice in order to evaluate the claim and determine coverage eligibility ** [redacted] first reported her claim on May 15, During that call our agent provided the standard claim disclosures, which included the notice that the warranty covers components damaged by wear and tear and excludes Freon We did our best to provide a service vendor in ***’ areaUnfortunately, the service team that we had listed for her area had failed to notify us that they were no longer accepting Warranty service calls, so we were not aware until ** [redacted] notified us that we needed to continue seeking a technicianNow that we are aware that this contractor is inactive, we have removed them from our list We received ** [redacted] invoice for Self-Service on May 18, Normally clai [redacted] are reviewed within two business days, and we apologize that the claim took longer than this to resolveWe reached out to ** [redacted] on June 8, 2015, to notify her that her claim was denied, due to there being no mechanical failure diagnosed on the invoice that she provided We are attaching the invoice for reviewAccording to the technician’s findings, the system was missing service caps and needed them to be replaced and the Freon to be rechargedNeither of these ite [redacted] can be defined as “mechanical failure” Based on the findings of this investigation, we are unable to comply with ***’ request to approve her claim for reimbursementAllied Home Warranty has not denied coverage for anything specified as a covered item under the contractAs she was provided with disclosures explaining the ter [redacted] of the warranty both in writing at the start of the Warranty period and verbally when she opened her claim, we have done everything possible to set realistic expectations for the performance of the Warranty We would like to have been given the opportunity to cover future eligible clai**; however, ** [redacted] requested cancellation of all services on June 10, We are sorry for any inconvenience this matter has caused her and have cancelled her contracts as she requested Best wishes,The Allied Team

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me We will contact Allied Home Warranty about coverage when one or both of our furnaces fail

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not ***isfied with this resolution.] The things that Allied is saying is only partially trueThe person they sent out never stated or wrote anything except he recommended a filtrr box He did come out like initially stated but never got in contact with me or them again after repeated attempts My problem with them is that after the first contractor I was still having leaking and they refused to send another tech outI tried to reason with them all week to no avail I ended up calling another contractor that [redacted] because they wouldn't My drain was STILL clogged and house was still leaking therefore [redacted] did not properly clean itThis is my issueallied works witb substandard contractors and then fail to help the consumerNeedlessly to say I have cancelled my contract wuth them and fixed the issue myself! Regards,

Thank you for giving us the opportunity to address Mr [redacted] ’s concernsWe have been working with him and with our vendor, [redacted] , to come to an agreement regarding what work is necessary and how best to limit his out-of-pocket for that work Many people think that a warranty works like insurance, wherein you pay a deductible and the company pays for all other damages; however, this is not the caseThe Warranty is a Residential Service Agreement with specific terms and limitationsWe agree that making the Warranty terms transparent is essential to providing quality serviceIn addition to making the information available to our clients in print and online, our agents are trained to provide claim-specific disclosures any time service is requested Specifically Allied Home Warranty covers the materials and labor required to replace failed equipment as stated in the One-Page ContractAccording to the report provided by the technician assigned to Mr [redacted] ’s service request, this was determined to be the condenser with additional damages to a portion of the ductwork; however, the technician strongly recommended replacing the entire system due to its age and over-all conditionIn order to assist Mr [redacted] and [redacted] in providing the best possible resolution, our coverage extended to the evaporator coil, in addition to the components that were verified to have been damaged Please be advised that, in accordance with the One-Page Contract, paragraph six: "Allied is not responsible for: upgrades (except for replacing covered A/C condensers with SEER/410a condensers), modifications, access (unless additional coverage has been purchased), emergency or after hours fees, permits, code violations or requirements (unless additional coverage has been purchased), manufacturer warranty or recall, commercial grade equipment, solar or geothermal equipment, disposal, portable equipment (including window units), failure to provide timely service, under-sized or inefficient systems, restoration or remediation, cosmetic defects, hazardous materials, leak tests or refrigerant, electronic management systems, living expenses, fixtures, sprinkler systems, missing parts, detectable pre-existing conditions, Acts of God or for any incidental, indirect or consequential damages, injuries or losses." We have negotiated with [redacted] to arrange a discount on non-covered items According to our records, he has approved the proposed installation of the coil, condenser, and associated ductwork with [redacted] Our coverage for this work comes to $and [redacted] is applying an additional discount in the amount of $This leaves him with an out-of-pocket of $11,for non-covered itemsWe have reached out to Mr [redacted] to confirm that he is satisfied with this resolutionIf he has any further questions or concerns we would be happy to address them

Thank you for giving me this opportunity to address Ms [redacted] 's concernsWe have had recent changes in our accounting system which has resulted in the delay of some paymentsI sincerely apologize that she has found it necessary to report this incident to the Revdex.com and regret any inconvenience this has caused.Management has alread approved expediting her refundI will investigate the status of the request and will contact her with an update as soon as possible.Sincerely,Theresa B [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I disagree with the technician saying that he called indicating he left a messageI have dealt with Allied Warranty in the past and never had an issue making payment for service nor receiving a timely reportI believe the technician dropped the ball on this as I had to call to get a reportI offered to submit a copy of my cell phone bill to show that I did not receive a call from the technicianI am not here to dispute whether he called or did not callSo I wanted my comment and response to be documented.However, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me***

Hello Ms***, My name is Missael and I am with Allied Home Warranty’s Customer Dispute Resolution DepartmentThank you very much for sharing your experience with us and I am sorry to hear that you might have been misled by a sales associate from [redacted] and we always take this issue very seriously and are always implementing countermeasures to prevent this sort of issue to happen for example, we send out what we call an welcome packet whenever there is a new warranty opened which goes over your coverage in a plan summary and also provides you with a copy of the contract which you are given a period of days to reviewThis is done so there are no misunderstandings in regards to coverage and so the client can be in agreement with the information provided in writing.In the contract we provide, we do let you know the limitations of coverage such as but not limited to: refrigerant, preexisting conditions, code violations and permits, leak tests and accessThese items are not covered under the home warranty and are actually disclosed again when a claim is placed, these are found in the coverage disclosure we require every agent to readI absolutely sympathize with you and I sincerely wish I was able to do more however taking all of this information into account; I sincerely cannot draw the conclusion that you would be unaware of coverage limitations or the idea that you were not aware of the terms of the contractAs shown, we do our absolute best to ensure our clients are informed of what they are buying and it is never our intention to mislead and so I unfortunately would not be able to approve your request for reimbursement due to being misinformed.In regards to the vendors it seems you are absolutely correct that we only have vendors to service ACsIn my experience, typically most vendors do not want to fulfill the strict requirements we have of them and the ones that do, typically do not want to put the amount of work in required to maintain them and after a thorough vetting process, the pool of acceptable vendors left is always going to be smallerUnfortunately, while we prioritize quality vsquantity, sometimes during busy seasons such as summer, wait times can get lengthy and so to address this problem, we did introduce the process known as Self Service Authorization or SSA for shortThis optional process allows a client to hire their own vendor who might have a sooner availability to fix the issue and submit the invoice for reimbursement and is usually offered when we believe that we cannot get a vendor in what we consider to be a reasonable period of time or if emergency service is not availableThis process was offered to you to be able to provide you service even when we have a long wait however you did decline the service and from the notes on the contract, you have opted to cancel your coverage instead, terminating our coverage your ACI sincerely hope you are able to resolve your AC issue and if there are some remaining questions or concerns please do feel free to email me directly to Missael[redacted] @alliedhomewarranty.com and I will be more than happy to assist you in any way that I canThank you very much for your time,Missael

Thank you for giving us the opportunity to address Mr***’ concernsWe consider him a valued client and have reached out to him with what we hope to be a satisfactory resolution [redacted] was contracted by the client originally to perform leak detection, since the service vendor we supplied was unable to provide that service and the location of the leak was not evident through visual inspectionIn order to expedite repairs, Allied Home Warranty offered Mr [redacted] Self-Service Authorization on March 11, Under this offer, Allied Home Warranty agreed to reimburse Mr [redacted] at our estimated cost for any repairs provided by [redacted] that were covered under the warrantyThis was disclosed to him by one of our supervisors when the offer for Self-Service Authorization was madeAllied’s cost for such repairs is not typically full retail value, and the same exclusions that apply to claims serviced by our vendors apply to Self-Service According to the One-Page Contract, Allied Home Warranty will cover repair or replacement to any part of his existing system that was mechanically failing due to wear and tearThis includes any pipe at the point of a plumbing breach, up to three feetExcluded from coverage is any pipe beyond three feet where the pipe is not failingAlso excluded from coverage are access fees, code requirements, upgrades, and modifications Mr [redacted] supplied us with his invoice and we reviewed it for coverageAccording to the invoice, the technician did not repair the existing plumbing system; due to the location of the leakOf the costs for rerouting, $was charged for plumbing materials and the rest was in labor, but there was no description of the labor to determine what part of that labor was in setting the pipe, and what part was for making access, providing modifications, and resolving code violations Reaching the plumbing failure would have required access through the slab foundation, and it is a common practice to modify the plumbing system rather than replace existing parts in the event that the leak must be accessed in such a way, as this is frequently more economicalHowever, even as an alternative to replacing failing plumbing equipment, there is no provision for rerouting plumbing in the warranty contractIt is very likely that [redacted] did save the client money by rerouting the plumbing system rather than replacing the damaged pipe; however, this is a case wherein we are comparing the out-of-pocket for one type of non-covered-item (plumbing modifications) against another (access fees) Even though the contract does not provide for coverage of plumbing modifications, we did offer reimbursement of $173.60, which is our estimated cost for replacement piping at the point of a plumbing breachAfter investigating the history of this claim, a resolutions agent reached out to Mr [redacted] with the offer for a courtesy reimbursement of $400.00, which was rejected Since Allied Home Warranty has gone above and beyond the terms of the contract in an effort to satisfy the client, we are closing his case at this timeShould he change his mind about accepting the reimbursement, we would be happy to hear from him Warm regards,The Allied Team

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Please ask Allied Home Warranty to forward my $reimbursement to me at: [redacted] ***

After further review over Mrs [redacted] 's complaint, I attempted to reach out and offer an alternative resolution for her AC issueI am also touching base via email with the hopes that we can have Mrs [redacted] satisfied and complete her AC repair

Thank you for giving us the opportunity to address Mr [redacted] concernsI do apologize for the delay in responding to his request to speak with a supervisorAllied Home Warranty covers materials and labor to replace failed components in the plumbing system, but upon investigation, we found that a large portion of the materials and labor to replace the damaged sewer line at Mr [redacted] property was the result of non-covered items associated with the replacement of pipingIn addition to mounting replacements for failed components, [redacted] ’ pricing included the following, which are excluded from coverage under the warrantyAccess: digging/backfilling Clearing the work area and preparing it for new equipment Permits/Inspections Disposal of old piping/fittings Site cleto bring it as close to original condition as possible Although we could find no error in the amount of coverage offered under the warranty, I notified Mr [redacted] of [redacted] ’ Price Match GuaranteeI am waiting for his response to our offer to negotiate with [redacted] for a refund on Non-covered items with the use of a second opinion that he provides Sincerely, Theresa [redacted]

Allied has recieved and reviewed the complaint Thank you for brining this to our attention Review of the claim indiates that a reimbursement in the amount of $was set up and pending, until confirmation from the customer was recieved on where to send the payment Our records indicate that voicemails were left On June 21st, a manager contacted the customer and reviewed the information, including the acknowledgement of the reimbursement amount The customer was unaware of the claim determination and the reimbursement We apologize for any inconvenience we may have caused The customer has acknowledged the satifaction of the refund amount.Sincerely,The Allied Warranty Customer Care Team

Hello According to our records, the vendor assigned to the claim on your plumbing issue is [redacted] and they can be reached at [redacted] They have tried a few times now to schedule with you for this claim Please let me know if you would like us to try setting up another appointment time for this claim.Thanks, [redacted]

Hello ***,I regret any confusion about the coverage for your coilNRG Home Warranty covers any failed parts to your system as stated in the One-Page ContractThis includes the parts and the labor to mount those partsAccording to the authorization on your service request, we are covering the coilI am able to add additional coverage to your system making yout total out of pocket down to $450.We have not denied coverage for any damaged parts; however, there are non-covered items required to get your system operationalPlease be advised that, in accordance with the Contract, "NRG is not responsible for: upgrades (except for replacing covered A/C condensers with SEER/410a condensers), modifications, access (unless additional coverage has been purchased), emergency or after hours fees, permits, code violations or requirements (unless additional coverage has been purchased), manufacturer warranty or recall, commercial grade equipment, solar or geothermal equipment, disposal, portable equipment (including window units), failure to provide timely service, under-sized or inefficient systems, restoration or remediation, cosmetic defects, hazardous materials, leak tests or refrigerant, electronic management systems, living expenses, fixtures, sprinkler systems, missing parts, detectable pre-existing conditions, Acts of God or for any incidental, indirect or consequential damages, injuries or losses." Your out-of-pocket expenses for this repair are due to assorted non-covered-items, as described in the above statementI hope that this helps you understand your coverage and out-of-pocket expenses.As far as your appliances, we are actually going to cash your out and supply you with an amount to purchase new appliances I will have a rep contact you wiith those updates.Thanks,Gloria Sincerely,

Allied Home Warranty and [redacted] are affiliated companies, and this information is publicly availableWe feel that offering an affiliated service provider provides many benefits to our clients, including a higher level of accountability than we can offer with a non-affiliated service vendor We take allegations of neglect very seriously and will perform all due diligence in the event that such a concern is brought to our attentionFurthermore, we have found that [redacted] has been quick to make reparations in the rare event that it can be demonstrated that one of their technicians was responsible for damage to the home We appreciate that the clients have invited [redacted] supervisor technicians back into the home to evaluate the system; however, sending a technician today will do nothing to establish the condition of the system on May 8, Had the clients informed [redacted] or Allied of the problem rather than seeking outside assistance, we would have been better able to address the issue Although it has been established that [redacted] performed the same service of clearing a drain line that [redacted] provided four days before, we have not found sufficient evidence that the technician sent by [redacted] failed to perform the nitrogen blow out according to standard proceduresTiming alone is insufficient to establish liability The matter is further obscured by the fact that in order for the water to have overflowed onto the ceiling, both the primary and the auxiliary drains would have had to have been blockedAccording to the description that the clients provided when they called in the claim, only the primary drain line was blockedThe auxiliary drain was apparently clear; therefore, there was no reason for the technician we sent to have believed that line to be in need of clearing when he arrived Frequently the technicians we send will make recommendations to provide long-term solutions to our clients in addition to providing an immediate remedyThe float switch is a relatively inexpensive upgradeIt shuts off the system in the event that water builds up from a blocked drainAlthough it is not necessary for the HVAC system to run, a float switch is a code requirement in many cities and highly recommended to protect the home from potential damage It has been established and well documented that the technician from [redacted] made no guarantees about the line staying clear and recommended a float switch to prevent possible secondary damage in the event that a blockage re-occurredWhen the clients refused the recommendation to install the float switch, the technician wrote clearly on his report “ [redacted] will not be responsible for any water damage.” By accepting his report and authorizing only the clearing of the drain line, the clients assumed responsibility for water damage before work was performed We regret any inconvenience our clients have been caused in this matter and have made a sincere effort to resolve their dispute, even exceeding the limitations of the WarrantyWe have covered the nitrogen blow out and even offered to reimburse the clients for work performed outside the WarrantyNonetheless, we cannot support the claim that [redacted] is responsible for the water damage to [redacted] ***’s ceiling, and do not cover secondary damage under the Contract

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and as she stated further investigation is needed.There is no resolution at this time.We have not been able to communicate via telephone and the information she is relaying via email is not accurate at this time.Thank you

Thank you for giving us the opportunity to address Ms***’s concerns via her complaint to the Revdex.comWe are sorry that she found it necessary to do this and regret any inconvenience she has been caused According to our records, the reimbursement for her garage door claim was authorized on November 8, 2014, but we did not receive her acceptance of the offer until July 9, The cause of this lapse is not clear from our records; but we have verified that a check was sent out on July 31, Before we can reissue the check, we must establish that the check already mailed is undeliverableOur accounting department is watching for the check to be returned, and we have asked Ms [redacted] to notify us should the check arrive If the check we already sent is not deliverable, we will reissue the check and expedite it to herWe appreciate her patience and trust that this will resolve the matter to her satisfaction Respectfully,The Allied Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint It is not an issue if water damage is covered by the warrantyAllied home warranty is responsible for the water damage caused by their AC technician's improper work Regards, [redacted] ***