Allied Warranty, LLC

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

Allied has reviewed the customer's account and claim.  Allied agrees that the customer sumbitted a claim with a heater issue.  Allied records also reflect the issues with the contractor, however the issue was not that the contractor did not have car insurance.  The contractor did not...

have a current insurance card at the time the service attempt was made, the offer to return to with the proper insurance was presented.  In addition, Allied has reviewed all phone records.  Allied has addressed the customer experience issue internally and has made multiple attempts to reach the customer since this complaint was submitted, however the calls have not been answered.  Allied records indicate that the contract was cancelled already at the customers request.  The reimbursement has been set up minus the $25 admin fee.  Due to no response via telephone, Allied will waive the admin fee.  Reimbursement for any work performed however will not be processed.  Work performed outside of the warranty and work performed after cancellation is not eligible for reimbursement.Allied takes customer service very seriously.  We truly do appreciate that this matter has been brought to the company's attention.  Allied strives to provide top notch service, including providing contractors that share the same interest in providing the same service level.  Allied has also internally addressed the matter with the contractor to ensure that this issue will not occur again.Thank you for bringing the to our attention.  Allied will attempt to contact the customer again to advise of the full reimbursement of the warranty premium paid, totaling $199.00.Thank you,The Allied Team

Thank you for giving us the opportunity to address Mr. [redacted]'s concerns via his complaint with the Revdex.com. We regret that he found it necessary to do this, and we hope to provide a satisfactory resolution to his request soon.
 
We have already advised Mr. [redacted] that Allied Home...

Warranty does not match brands. Our coverage for the components of an HVAC system are based on what our vendors charge us for standard, universal parts. If his model requires a specialty or OEM part, we would not be responsible for the difference in price.
 
Nonetheless, we will look into the matter further to ensure that the coverage offered is in compliance with the obligations of the Contract.
 
Best wishes,
The Allied Team

Sent: Wednesday, June 01, 2016 3:01 PM To: drteam Subject: RE: Revdex.com complaint id [redacted]   Thank you for the update.  If Mr. [redacted] is willing to have the repairs done by his own vendor, I am willing to pay for the repair.  His fridge is still cooling at this time.  His claim was in regards to a leak coming from a valve on the back of the fridge.  Below is the actual request that was placed.  Please let me know what else we can do for this client   Thanks, [redacted]   “There was a lot of water on the bottom of the fridge. Still Cooling - but client turned off the water valve incase its a leak with the water or ice dispenser. There is a hose coming from the wall that came off the fridge”

Thank you for giving us the opportunity to address Ms. [redacted]’s concern. We regret that she has found it necessary to file this complaint with the Revdex.com after multiple attempts to resolve her claim satisfactorily. Many people think that a warranty works like insurance, wherein you pay a deductible...

and the company pays for all other damages; this is not the case. The Warranty is a Residential Service Agreement with specific terms and limitations. In addition to making the terms available to our clients in print and online, our agents are trained to provide claim-specific disclosures any time service is requested. Although Allied does indeed offer to help defray the cost of repair or replacement, as a Warranty company, we are only responsible for the features that directly affect its primary operation. Many warranty companies will fulfill their obligation for replacement by purchasing units in bulk and shipping whatever they found the best price for. Clients have no freedom to choose the features that best suit their lifestyle. At Allied, if replacement is necessary, Allied offers cash in the amount of our estimated cost for similar units. The limitation on the amount we offer gives our clients the freedom to choose whatever appliances or electronics they prefer, without driving up the cost of the Warranty for those who are unable to afford expensive brands and features. The primary operation of a television is to receive programming and other audio/video input. Beyond this, because Ms. [redacted] has a Smart TV with access to apps and online features, we based our offer on such a unit, even though it exceeded what we typically offer for a television. She has informed us that she does not believe the unit we based our offer on was comparable to the one that was damaged, but has not explained to us what features she feels we failed to provide for, nor offered any documented support for her dispute. Specific information from her regarding her expectations would be helpful, but we will continue to seek a satisfactory resolution. Respectfully,The Allied Team

We apologize if our previous response was inadequate to address [redacted]’s concerns. She has clearly stated her that complaint is that we do not provide information about the terms and conditions of the warranty to potential buyers. We agree that providing accurate information about a product is essential in providing service ethically and responsibly.
We responded to the original complaint by stating that the terms and conditions of the Warranty can be found in the One-Page Contract. We failed to mention that the Contract is printed on our sales brochures (please see attached) and is freely available on our website at [redacted]. Therefore, we maintain that the limitations and exclusions on the warranty are freely available both before and after the point of purchase.
Regarding the handling of the recent HVAC claim, our agents first became aware of the clerical error that resulted in an incorrect report of authorized coverage on June 19, 2015, and immediately took steps to correct the error. We were still attempting to resolve the matter when [redacted] filed their complaint with the Revdex.com on June 22, 2015. Most of the agents who received the clients’ calls on that date were unaware that a complaint had been filed, but still attempted to assist them.
We have made an offer in good faith that would provide the [redacted] family with coverage for their air conditioner. Regardless of their decision to accept or refuse this offer, we wish them the best.
Sincerely,Allied Home Warranty

This contract was downloaded from a link in the original activation email.

Revdex.com: Do not accept response. Explanation already explained.  [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 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.

Hello Ms. [redacted], According to the vendor, it seems that they were able to go out and repair your refridgerator. Is this not correct? or was there something else you need assistance with? Please do feel free to let us know,Missael

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.   I have now discovered that allied also charged me $319 in February of 2016 after they admit the account was canceled. They claim that they are not billing me yet have repeatedly done so. They claim their accounting department has no record of the ACH however they keep stealing from my checking account.Please tell me why I shouldn't contact the state AG and the OCC to report this as a cemetery.  Provide details of why you are not satisfied with this resolution.]
Regards,

Good Morning Mr. [redacted], My name is Missael and I am with Allied Home Warranty’s Dispute Resolution team. I do sincerely apologize for the delay in our contact and it is indeed very disheartening to hear that we have been unable to provide the service that you absolutely deserve and, it is never...

our intention to make the situation difficult for our clients and we strive to assist all of our clients to the best of our ability. I can see that you had previously spoken to a colleague of mine, Ms. Veronica who unfortunately is away from the office, and decided on the final amount of reimbursement of $1048.00 based on the Self Service guidelines which in line one states “You agree to be reimbursed at Allied’s typical rates for parts and labor which is SIGNIFICANTLY less than retail.  Any additional costs for after hours or emergency service are not covered” and I do see here that Ms. Veronica did go ahead and approve the additional coverage as a goodwill courtesy for the extended delay and for the inconvenience. I do sincerely apologize if you have not received this amount via the direct deposit as this is the fastest way we have to deliver cash outs for clients and we typically estimate a 2-3 week turn around time. I reached out to our Accounting department and they have confirmed with me that the funds have been sent and that you should be expecting to receive your refund at the latest on Tuesday, April 25th. If you have any further questions or if there is something else I can assist you with, please do not hesitate to send me an email directly to Missael.[redacted]@Alliedhomewarranty.com and I will be more than happy to assist you in any way that I can. Thank you very much for your continued patience and your time, Missael Customer Dispute Resolution Associate

Hello Ms. [redacted], My name is Missael and I am with Allied Home Warranty’s Customer Dispute Resolution Department. Thank 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 30 days to review. This 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 access. These 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 read. I 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 contract. As 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 2 vendors to service ACs. In 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 smaller. Unfortunately, while we prioritize quality vs. quantity, 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 short. This 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 available. This 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 AC. I 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 can. Thank you very much for your time,Missael

Allied has reviewed the customer's account and claim history.  Allied's records do indicate a Refrigerator claim was submitted in August 2014.  Allied also agrees that the time elapsed past what the contract terms and conditions guarantees work performed.  Per the contract terms and...

conditions "Service work is guaranteed for 30 days".  This can be found on the second column, first paragraph of the warranty contract.  Allied will contact the customer shortly to review.  Allied will also submit a new claim for the refrigerator once contact has been made.  In addition, Allied will waive the required $60 service fee as a Good Will.If the customer has any questions, Allied can be contacted directly at [redacted]Thank you,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.  I am not interested in working with this company at all and stand behind my original complaint that their advertising is very misleading and that adequate "fine print" paperwork is not given to customers as to what they provide in their service. I also am extremely unsatisfied with  the fact that the company was not interested in taking action to try to right my situation until after I made a formal complaint with the Revdex.com.  I also feel that the description of the way Allied tried to handle our latest claim are grossly flawed as explained in my email to the company about how both my husband and I were treated.  My complaint, which was filed in this manner, has been, and continues to be that the advertising of their services and warranty coverage are misleading and that detailed information should be easily accessible to potential buyers.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

[redacted] Home Services is a Plumbing, Electrical and HVAC repair company. The h/o might have filed under the wrong company Revdex.com account, because we have not, and do not, service ovens or other home appliances. 
 
Please locate correct Revdex.com file, and remove this complaint from our records. If...

the h/o has any additional questions, we can be reached at ###-###-####, but keep in mind that we have no record of this claim, as we do not service ovens or other home appliances. 
 
Thank you.

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.  
From: [redacted] Sent: Saturday, September 10, 2016 8:57 AM To: drteam <[email protected]> Subject: Complaint ID #[redacted] I agreed to the resolution by this company for them to send out another tech to look at my item.  This was on 09/02/2016.  I also received a call from this business saying they would send someone out.So far no one has come out to look at my item.  No one has called to schedule an appointment.  Because I accepted their request to resolve this issue, my Revdex.com complaint has been closed.  But because they have not lived up to their end of the deal, it should not have been closed.I did not know at the time that they wouldn't do as they promised. In the week that has followed, we have had a few thunderstorms.  Some with heavy rain, some without.  My electricity has flickered on and off every time there is a heavy thunderclap.  That has to have aneffect on electronics, beyond wear and tear.   Not every electroniccomponent (old or new) will respond to being shut off and on like this.  Every time it happens, my microwave and PC shuts off.  A hard shut off at that.  This is what I believe happened to my [redacted].

[redacted] and Allied Home Warranty are sister companies, but we are separate business entities, each with our own revenue sources and budgets. None of the money paid to [redacted] has come to Allied Home Warranty. Mr. [redacted] assertion that he should be refunded a significant portion of his out of pocket because he had less than 10 feet of line replaced is in fact voicing a lack of confidence that [redacted] offers fair market value for their work. Otherwise, he would be objecting to the amount Allied set as his coverage. According to Robert [redacted], plumbing manager at [redacted], the company does risk taking some jobs at a loss in order to offer predictable pricing to their clients. The price is set so that they make a reasonable profit each quarter, even if some jobs cost the company more than others to complete. Mr. [redacted] has already been provided an avenue to pursue a refund from [redacted], should he choose to pursue it. Nonetheless, we do not want this matter to cause further inconvenience to him. Therefore we are offering a reimbursement in the amount of $931. We are awaiting his response to this offer.

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 [redacted]isfied with this resolution.]
The things that Allied is saying is only partially true. The 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 out. I 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 it. This is my issue. allied works witb substandard contractors and then fail to help the consumer. Needlessly 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 concerns. We 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 case. The Warranty is a Residential Service Agreement with specific terms and limitations. We agree that making the Warranty terms transparent is essential to providing quality service. In 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 Contract. According 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 condition. In 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 13 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 $1886.00 and [redacted] is applying an additional discount in the amount of $984.00.00. This leaves him with an out-of-pocket of $11,568.00 for non-covered items. We have reached out to Mr. [redacted] to confirm that he is satisfied with this resolution. If he has any further questions or concerns we would be happy to address them.