Allied Warranty, LLC

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.  First I would like to say in [redacted], my previous home flooded from a toilet that cracked without any known reason causing the downstairs ceiling to cave in and cause $10,000 worth of damage. I was/am still parnoid about plumbing. Our claim on [redacted]. 3rd was for 2 leaking faucets & drainage so we thought. I am keenly aware I am not a plumber. I did know that replacing the cartridge would stop it from dripping. The noise in my [redacted] room made me fear of a pipe bursting. Because the sound was most evident after large amounts of water had been used, i.e. shower, laundry, etc.  I thought this was especially odd since his room is upstairs. We did not ask the plumber, [redacted],to turn down the temperature on the water heater or inspect it. He did that own his own of his own free will.  He said the noise was from sediment build up in the water heater.  We had no idea that it was the hot water heater. The purpose of noting the generic cartridge was to point out a difference between the invoice, "[redacted] cartridge.."  and actuality "[redacted] Plastic Tub/Shower Repair Kit for Delta Faucets." I attempted to communicate to Allied as to fees beyond service call, no answer was given. The replacement part was similar in feature, capacity, and efficiency. We did not ask for a "brand" specific part(s) for any replacement. Why are we expected to accept the estimate given by the [redacted] without description of what Allied covers, what would be installed, cost, hours, etc.  We did not ask or request for a specific brand, type, color, etc. a. I needed to squash the serious doubts about the legitimacy of the faucet and water heater needing replacement and the high cost of doing so. I figured either, the bonnet would not come just as the [redacted] said and we would have to pay the $536, it would and my gut was right, or I would break the pipe, we would needing an after hours [redacted] to fix it at  an exorbitant cost that Allied would not cover. The bonnet came off with ease. The experienced, insured, licensed, professional male Allied screened [redacted]  w/his own side plumbing business could not get it to budge, but I could. I am 5’2’, 108 lbs, and have to get help opening jars and bottles. You cannot fake removing a bonnet, but you can fake not being able to remove it. I do not understand why the focus remains on me not allowing the professional do it.  Why is Allied, [redacted] or the [redacted] not accountable? How is it acceptable that not only were we going to pay $536 out of pocket for unnecessary work? I was point blank told that Allied would not cover the water heater on the warranty if we had a a 3rd party install a heater. I also understand Allied does not set the price, but the service is contracted by Allied. If Allied does not set contractor prices how do they know the prices are not inflated? The actions of [redacted], an affiliated company of Allied, while performing services dispatched by Allied still reflect on Allied. Even if every single [redacted] & electrician has been screened by Allied individually that does not insure the ethical behavior. Despite careful selection process, is it really unbelievable that a [redacted] might be dishonest, gouge, or take advantage of homeowners? We did not ask for our heater to be upgraded, modified or replaced. We did not ask the [redacted] to enter our attic, lower the temp or inspect the valve. He came to hear the "draining" noise. We did not ask for a tankless; upgraded brand, or bigger tank size, etc. Our water heater is 40 gallons and we had no reason to want a new one. As far as we knew it was fine. [redacted] said the valve would break and 100 gallons of scalding hot water would flood the attic, come through the ceiling into our son’s room. How are we suppose to be okay with that? In response to #7, Allied wrote: ...Allied does not physically perform any diagnosing, repairs, or replacements. Allied does trust our contractors recommendations, we know our contractors look out for the customer’s best interest….Yet at the beginning of the paragraph Allied states Replacement of the water heater was only a recommendation and not required… and previously stated Coverage again, only applies to the failed item. Allied only covers what is broken, not what is upgraded, modified or "should be" replaced.  Where is Allied’s best interest?  Allied’s policy of ...Allied only covers what is broken, not what is upgraded, modified or “should be” replaced. If the valve is the only part that is broken, why can that not be repaired or replaced with a valve that is similar in features, capacity and efficiency? It is a no win situation for the consumer. The [redacted] sets the price for recommendations with all new pipe fittings, etc. for a noisy aging heater with a broken valve. He does not give any other recommendations. Allied only adheres to the recommendations given by the contractor because they are the professionals. I was incorrect in the financing of the water heater. That was through [redacted], Allied Affiliated company according [redacted].And since Allied brought up the electrical claim, yes we only paid $60 service fee for the electrician. The electrician was scheduled for [redacted]. 4th between 10am-12pm, after 1 pm Allied called to say the electrician should be there before 4 pm. He came on the 5th. He tested , looked at the 2nd, adjusted the screws on the 3rd. Done in less than 10 minutes. On that service call, Allied asked for the inspection report before service. Allied requested the full inspection report for our "plumbing claim" on [redacted]. 18th, one day after filing a complaint & 10 days after cancelling the service call.  Allied would not answer via phone or email why it was needed if we did not have any open claims. Bottome line -  Allied could have calmed my concerns when I called w/some kind of condolence and assurance of service by having another [redacted] come inspect the water heater and give recommendations.  I must be wrong in my expectations or understanding of a home warranty  & at this point we just want to get the prorated balance of the warranty back. I hope in the very least this complaint becomes public to other consumers to read. I have never had such a negative experience with a defensive, hostile company. The answers to my questions were misleading and ambiguous. [redacted]

Thank you for giving us the opportunity to address Ms. [redacted]’s concerns. We appreciate all feedback as a valuable tool in reviewing our performance and seeking improvement. We are sorry that Ms. [redacted] found it necessary to file a complaint with the Revdex.com and will do everything...

we can to bring this matter to a satisfactory resolution.
Ms. [redacted] stated that Allied Home Warranty was responsible for delays in service on the first claim she opened. She requested reimbursement for secondary damages in the amount of $200. She also requested full reimbursement for her contract, which began February 18, 2015, and cost $695 for the year.
The One-Page Contract states, “Normally, Allied will initiate service within 48 hours.” This is an estimate of the time necessary for us to initiate service, not a guarantee of service within that time period. There are many situations that can arise that are beyond our control that can delay service, such inclement weather, the delivery of specialty parts, or technical issues that result in service disruption. Therefore, it also states in the Contract that “Allied is not responsible for failure to provide timely service.” Nonetheless, we will do everything in our power to provide fast and reliable service.
According to our records, the first claim on the [redacted]s’ air conditioner came via email on Monday, May 11, 2015. Ms. [redacted]s’ assistant Ripley sent us a message stating that she had been unable to get through to us at 866-714-1200, which does not connect to any of our offices. We initiated service, assigning [redacted], and provided her with our correct telephone number: 866-791-1200. This is the number published in our printed materials and on our website.
Ms. [redacted] sent feedback to us shortly after, regarding her assistant’s inability to reach us to initiate service; and when we responded with the information above, she insisted that the correct number had been used. We attempted to reproduce the issue she reported, which was that the line was disconnected when our number was dialed, but the number was working when we tested it.
[redacted] reported that they found no mechanical failure in the system, but the condensate drain line was clogged. They advised that the clients regularly maintain the system and left without collecting the Trade Call Fee, which is due upon arrival for each claim.
Allied Home Warranty understands that in order for the Warranty to be useful, our clients must be able to contact us; however, we have not been able to establish liability for her assistant’s inability to reach us prior to the email we received May 11, 2015, and have it on record that she had been calling a wrong number. Furthermore, there is no way to verify whether the damages occurred before or after the call for service. There is insufficient evidence to support our liability for her secondary damages.
Regarding Ms. [redacted]’s claim in August, we assigned her service request to [redacted] on August 6, 2015, the day that the claim was opened. We advised that should she have difficulty getting service scheduled with the vendor, she could notify us and we would follow up on her behalf.
We were first notified that she had not been contacted by [redacted] on August 10, 2015. We usually try to avoid reassigning service requests because that can result in further delays, as a reassigned request will be scheduled by our vendor after the clients they have already scheduled. As Ms. [redacted] informed us that she was refusing service from [redacted], we assigned the request to [redacted] on Tuesday, August 11, 2015.
We were provided with the vendor’s findings on August 14, 2015. In many cases AC failure can be diagnosed with a visual inspection; however, sometimes pinpointing the location of a Freon leak requires and electronic leak detection; which is excluded from coverage under Paragraph 6 of the Contract. Upon performing the leak detection, the contractor discovered that the evaporator coil was the location of the leak. As of the writing of this response, the Rubles’ have not paid for the leak detection provided by our service vendor.
We cannot address any quotes the client was provided verbally by our service vendor, as we have no record of them. Allied Home Warranty covers the repair or replacement of any failing mechanical components, but we are not responsible for upgrades, modifications, disposal fees, access fees, code requirements, the handling of hazardous materials and refrigerant. Again this is disclosed in paragraph 6 of the One Page Contract. We have it on record that the total cost of replacing the evaporator coil was $2180, and included the following non-covered items:
·         Preparing the existing area for new equipment (code requirement)
·         Refrigerant recovery (as required by the EPA – code requirement)
·         Air handler stands/Hanging kit (modification of existing non-failing equipment to accommodate new components)
·         Duct transition modifications (modification of existing non—failing equipment to accommodate new components)
·         Replacement of the filter line drier (modification of existing non—failing equipment to prevent damage to new components)
·         Hardcasting/Seal ducting to the new unit (modification of existing non-failing equipment to accommodate new components)
·         Emergency float switch installation (upgrade – code requirement in some cities)
·         Proper disposal of old equipment (as required by the EPA – code requirement)
·         Vacuum and purging contaminants from system (hazard materials)
·         Refrigerant fill up (refrigerant)
Our coverage for the evaporator coil was $495, which covers the cost of replacing the failed equipment only. This leaves an out-of-pocket in the amount of $1685 for the non-covered items associated with the replacement coil. Please bear in mind that our coverage of $495 is based on negotiations with our service vendor and are not the retail price of an evaporator coil.
We have a record of the client’s concern with the compatibility of the Evaporator coil and Condenser, which were based on the fact that her current air handler is running on R22 refrigerant, which is being phased out by the EPA in favor of R410a. She explained this to the supervisor who reached out to her on August 18, 2015, to try to resolve her concerns.
There are a couple of options available to technicians who find that they need to replace the components in a system running on R22 refrigerant. The first option is to replace only the damaged components with equipment using dry R22 and modify the new equipment to make it compatible with the old. The other option, though more expensive initially, is more frequently recommended: to replace both of the components so that they are both using the same type of refrigerant. Both options will result in a functioning air conditioning system, but the second is considered the better long-term solution.
It is possible that the [redacted]s’ condenser was installed improperly, resulting in damage to the air handler, but we have not been provided with this diagnosis in writing, nor have we had the opportunity to send a technician out to verify the information. The discovery that the damage to the evaporator coil was caused by improper installation would void any coverage for the coil, as the Warranty only covers failures caused by normal wear and tear.
In summary, it is established that we have fulfilled our contract obligations by providing service vendors and offering coverage for mechanical failures caused in their systems’ normal operation. Furthermore, the [redacted]s’ have twice had services performed by our vendors for which they have not paid.
Nonetheless, Allied Home Warranty wishes to provide Ms. [redacted] with satisfaction on her recent HVAC claim. We have several options for resolution:
1.       If the [redacted]s’ have already had work completed on their system, we can review the invoice for potential reimbursement as a courtesy. Please bear in mind that our contract does not obligate us to provide cash reimbursement, and in fact excludes reimbursement for any work performed without our prior written consent. Any offer of reimbursement would be made as a gesture of goodwill and would be at our estimated costs based on the work identified on the invoice they provided us.
2.       If the [redacted]s’ still need work performed on their system, we can request a quote from [redacted] on both the condenser and the coil to ensure that their entire system is compatible and operating on R410a refrigerant. Allied would cover the evaporator coil regardless of the actual cause of damage out or respect to the client and the quotes already provided.
3.       If the [redacted]s still wish to cancel their contract, we will make the cancellation date effective the date that their complaint was received by the Revdex.com. We will refund the remaining unused service period, less a $25 early termination fee and costs incurred in the handling of their previous claims. Not only will that include the payment of the leak detection performed by [redacted], but also the coverage of $140 on a plumbing stoppage claim dated March 18, 2015. [redacted] has elected to waive the Service Fee she owed them from May, so that is not deducted from their warranty reimbursement. The total reimbursement comes to $261.10.
We have reached out to Ms. [redacted] via telephone and email in an attempt to resolve this matter; however, as of the writing of this response, she has not returned our communications. We hope that she will respond to us soon and advise us as to which of the options above she prefers.
Sincerely,The Allied Team

Allied has reviewed the customer's account and claim.  Allied's records indicate multiple communications have taken place with the homeowner.  Most of the delay has occurred due to access issues and liability around how the oven has been customer built in to the wall.  Records...

indicate the customer understands the issue and we are working together to have the oven issue addressed.  Allied will continue to keep the communication open with the customer.  If the customer has any questions or concerns please contact us immediately at [redacted].
 
Thank you for bringing the is matter to our attention.
 
The Allied Team

Hello [redacted] & [redacted],Allied Home Warranty is exercising its option to provide cash reimbursement in lieu of repair or replacement. We made several attempts to assign your request to one of our vetted contractors, but were unable to find an available service technician for your area. I...

apologize for any inconvenience this has caused you.  Normally we require that the company’s official letterhead contains their contact information, diagnosis, repairs performed and the costs of those repairs, as well as any required licensing and disclosures for their service industry.  Since the vendor that you used did not contacin the required information, we will be refunding you $900 which soley based on good will to you for the work you had done. Please respond with where you you like us to mail your check.Thanks,Gloria

I sincerely apologize for the delay in processing Ms. [redacted]'s refund. I have investigated the matter and found that it resulted from miscommunication between our Cancellation department and Accounting. Expedited shipping has been authorized and I will reach out to Ms. [redacted] with an update...

today.Thank you for giving us this opportunity to address the situation,Theresa B[redacted]

Thank you for giving us this opportunity to address **. [redacted]’ concerns regarding her recent HVAC Claim. We 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 $500 per claim for mechanical failure of her HVAC system when the damage has been caused by normal wear and tear. A welcome package was sent to her via [redacted] shortly after her contract began to explain the ter** and conditions of the Warranty. She had 30 days to evaluate the plan before billing started. If she had cancelled her plan within that period she would not have been charged for the Warranty. She 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 $500 per claim for any mechanical failure attributed to normal wear and tear to the major components of her system. Specifically 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 option. First we attempt to assign the request to a vetted contractor in the client’s area. Then we look into adjacent territories to see if we can make an arrangement with one of our other vendors. Then we attempt to find a qualified contractor outside of our vendor list who will be willing to accept the assignment. Only when we have exhausted these options do we provide Self-Service Authorization, so reaching this solution can take some time. Self-Service Authorization is subject to the same ter** and conditions as clai** 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, 2015. During that call our agent provided the standard claim disclosures, which included the notice that the warranty covers components damaged by normal wear and tear and excludes Freon.
We did our best to provide a service vendor in **. [redacted]’ area. Unfortunately, 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 technician. Now 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, 2015. Normally clai** are reviewed within two business days, and we apologize that the claim took longer than this to resolve. We 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 review. According to the technician’s findings, the system was missing service caps and needed them to be replaced and the Freon to be recharged. Neither of these ite** can be defined as “mechanical failure”.
Based on the findings of this investigation, we are unable to comply with **. [redacted]’ request to approve her claim for reimbursement. Allied Home Warranty has not denied coverage for anything specified as a covered item under the contract. As she was provided with disclosures explaining the ter** 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, 2015. We are sorry for any inconvenience this matter has caused her and have cancelled her contracts as she requested.
Best wishes,The Allied Team

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.  Allied has been most patient in explaining the situation and consistently timely in its responses. I thank Allied for its offer and appreciate it enormously. I would like to thank Theresa [redacted] in particular for her patience in listening to and responding to each of my complaints and questions.Thank you Revdex.com, Allied, and Theresa,Ethan [redacted]

Allied has reviewed the customers warranty claim information in detail.  Allied apologizes for delay in addressing the air conditioning issue.  We appreciate you bringing this matter to our attention. Review of the customers claim does show the service related issues, however our...

records do indicate the issue was escalated quickly and with empathy.  We never want our customers to feel we don't have a sense of urgency.  Our records indicate that we have taken care of this issue to the full satisfaction of the customer, which we believe the customer can confirm.  Once again, we appreciate the feedback and you contacting our call center with your claim issues.  We look forward servicing you for years to come. Sincerely, The Allied Warranty Customer Care Team

Allied has reviewed the customer's account and claim.  Allied would like to note the following in regards to [redacted] refrigerant HVAC systems; [redacted] is being phased out and equipment wil* soon no longer be available.  Most manufacturers are in fact not stocking these due to the coming EPA...

requirements with the phase out.  It is possible for some HVAC company's to stock these systems.  Please review the EPA website information for more details.  ( [redacted] )  Per the EPA "[redacted] does not allow any refrigerant to be vented into the atmosphere during installation, service, or retirement of equipment. Therefore, R-22 must be recovered and recycled (for reuse in the same system), reclaimed (reprocessed to the same purity standard as new R-22), or destroyed. After 2020, the servicing of R-22-based systems wil* rely solely on recycled or reclaimed refrigerants. It is expected that reclamation and recycling wil* ensure that existing supplies of R-22 wil* last longer and be available to service a greater number of systems. As noted above, chemica* manufacturers wil* no longer be able to produce, and companies wil* no longer be able to import, R-22 for use in new A/C equipment after 2010,  but they can continue production and import of R-22 unti* 2020 for use in servicing existing equipment. Given this schedule, which was established in 1993, the transition away from R-22 to the use of ozone-friendly refrigerants should be smooth. For the next 10 years or more, R-22 should continue to be available for al* systems that require R-22 for servicing."Allied wil* contact the customer directly to review claim options.   Allied supports our vendor, [redacted] Home Services' decision on replacing with heat pump with the new R410A heat pump due to EPA regulations and recommendations.   If the customer has questions they may also contact Allied directly at [redacted].  Thank you for bringing your matter to our attention.The Allied Team

Allied has reviewed the customer account and claim.  Allied records do indicate a service provider in the area, however the contractor does not have an available appointment until the first of [redacted].  Allied is still actively searching for an additional Well Pump contractor.  In...

order to get the customer sooner service, Allied did offer "self service authorization", in which the customer was given detailed instructions on how to get approval for reimbursement.  The guideline instructions included: 1)   
Your service contractor must be
qualified and insured.  2)   
Your service contractor invoice must
include the company name, address, phone number and applicable trade license
number.  3)   
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.  4)   
You call Allied prior to the service
contractor performing any repairs to determine if it is a covered item under
the contract.  5)   
We will deduct your trade call fee from
the reimbursement.  Once service has been completed, please send your invoice
with proof of payment to:  (Email) [email protected];
(Fax) [redacted]; or (Mail) PO Box 540487 Houston, Texas 77254  Allied does agree the customer submitted an invoice for review, in which Allied indicated the reimbursement amount.  
Per the terms and conditions of the warranty "Allied, at its option, may offer cash in the amount of Allied’s estimated cost, instead of repair or replacement."  The reimbursement amount that Allied indicated we will reimburse if the work is completed is at Allied's estimated cost.  Allied cost does not include matching brands, dimensions or color, only similar features, capacity and efficiency.   
 
Allied records indicate that the warranty obligations and coverage have been reviewed in details with the customer.  Allied will reimburse at the amount indicated to the customer via telephone once the work has been completed.  The second option, Allied will reimburse the premium amount for the "Well Pump" coverage in full, since the customer has only had the coverage for one month.  The total "Well Pump" premium reimbursement will be $**.  
 
Please contact Allied with any questions at [redacted].
 
Thank you, 
The Allied Team

Hello [redacted],I regret any confusion about the coverage for your coil. NRG Home Warranty covers any failed parts to your system as stated in the One-Page Contract. This includes the parts and the labor to mount those parts. According to the authorization on your service request, we are covering...

the coil. I 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 operational. Please be advised that, in accordance with the Contract, "NRG 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." Your out-of-pocket expenses for this repair are due to assorted non-covered-items, as described in the above statement. I 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,

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.  
As of today, no refund has been received and it is not well over three months since cancellation of my policy.  Until payment if full has been made there has been no resolution.
Regards,

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.   This case has not been resolved 
Regards,

Allied has reviewed the customer's account and claim.  Allied agrees the customer submitted a request for a Heater Tune-Up.  Allied's records indicate and reflect the customer's statement that both furnaces are indeed working.  Allied's warranty coverage is designed for items that...

have failed, not applying warranty coverage on items that have yet to fail.  The recommendation to replace your furnaces is only a recommendation.  Recommending to replace an item that has not failed is considered an upgrade, which is not covered by the warranty.  Per the warranty terms and conditions "Allied will arrange for an affiliated or unaffiliated Service Contractor (see website for details) to repair or replace at Allied’s option Your systems or appliances if they: (a) are located at the covered property, (b) become inoperative due to normal wear and tear, (c) are easily accessible and (d) failed due to a mechanical malfunction. In addition, Your coverage includes malfunctions that: (a) pre-existed the coverage period, if they are not detectable by visual inspection or a simple test and (b) are caused by rust, corrosion or mismatched equipment."  We understand the customer would like coverage applied to replacing the furnaces, however coverage is not applicable at this time the furnaces are not inoperative and have not failed.  If the customer has any further questions or if your heater fails, please contact Allied at [redacted].  Thank you for bringing this  matter to our attention.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.  
Gloria, Allied Home Warranty representative, please send our Reimbursement Check to the home address on our account. If you need that information again please contact us. 
Thank you,
[redacted]

Thank you for giving us the opportunity to address [redacted]’s concerns regarding the history of service for his warranties. We sincerely regret any confusion regarding the amount of coverage he was expecting when his contract began with us. The terms and conditions of the warranty are freely...

available online at http://www2.alliedhomewarranty.com/alliedhomewarranty/CC1WarrantyOnePageContract...⇄ and we are aware that [redacted] has read the contract, as he has addressed it several times throughout his claim disputes.
Furthermore, the One-Page Contract explains in plain language what [redacted] covers and the exclusions to that coverage. The relevant portions of the contract are as follows:
“There are many items and risks that this contract does not cover, and only the items listed below are covered…Your systems or appliances if they: (a) are located at the covered property, (b) become inoperative due to normal wear and tear, (c) are easily accessible and (d) failed due to a mechanical malfunction.” From the first paragraph, it is clear that we established coverage only for those items that are causing failure in the system.
“Allied will provide replacement systems or appliances with similar features, capacity and efficiency, but will not be responsible for matching dimensions, brand or color. 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.” (Emphasis added.)
It is true that there is an option for providing cash reimbursement; however, the One-Page Contract states: “Allied will arrange for an affiliated or unaffiliated Service Contractor (see website for details) to repair or replace at Allied’s option Your systems or appliances…” and “Allied, at its option, may offer cash in the amount of Allied’s estimated cost, instead of repair or replacement.” (Emphasis added.) The decision to offer cash is at Allied’s discretion, and is only exercised to provide coverage when we are unable to provide a contractor for service. Allied did provide a qualified service vendor; therefore, our obligation under the contract was fulfilled.
Even though these terms are provided in writing and available at our website, we also take every measure to ensure that our agents are well-educated in the contract. They are required to provide disclosures whenever a service request is made by phone, so that our clients will be aware of limitations prior to receiving a technician at their home. Therefore, we disagree with [redacted] that our warranty is in any way deceptive.
[redacted] does not set prices for any of our service vendors. There are naturally differences in the price of services from one contractor to another, depending on that provider’s overhead and service guidelines. We greatly value the trust of our clients to provide them with service vendors who are reputable and will provide them with a good value for their money. This extends beyond monetary compensation to ensuring that our service vendors stand behind their work.
[redacted] supplied an affiliate company, [redacted], to service [redacted]’s HVAC and plumbing claims. [redacted] offers several guarantees, both in the form of exceptional parts/labor warranties and in their 365-Day Price Match Guarantee. [redacted] could have had services performed by [redacted], and if he had produced a comparable quote for the same services within a year of the date of service, [redacted] would refund the difference in his out-of-pocket.
[redacted] offered $[redacted] to cover the evaporator coil, which was diagnosed as the part causing system failure in his HVAC System. The remaining out-of-pocket costs were for the following non-covered items: area preparation, refrigerant recovery, hanging kit, duct transition modifications, replacement of the filter line drier, hardcasting/seal ducting to the new unit, property disposal of old equipment, R-11 line set flush, vacuum and purge system for contaminants, and refrigerant fill up. In addition, [redacted] found it necessary to charge an access fee and pull a permit with the city of [redacted]. There is no provision for coverage of these items in the One-Page Contract.
However, the estimate also included a Home Maintenance Plan, which deducted 15% from the cost of his non-covered items, and included a 3-year extension on his parts and labor warranty, priority scheduling with HVAC technicians, and two free tune-ups. Both [redacted] and [redacted] were making every attempt to reasonably bring down [redacted]’s out-of-pocket costs.
In response to [redacted]’s statement that a permit was not required to perform HVAC installation in his area, we contacted the city of [redacted] for verification. They informed us that [redacted]’s service address was within their city limits, and [redacted] would have required a permit for the work required on his system. For the vendor to have begun work without first pulling the permit with the City of [redacted] would have been a serious infraction.
In the course of [redacted]’s HVAC claim, [redacted] received two competitive quotes from [redacted]. We reviewed both to ensure that they were provided by a comparable company offering a comparable repair with a comparable service guarantee. This was a requirement of the price match guarantee offered by [redacted]. We would like to point out that Allied reviewed these quotes as a courtesy to the client. Our contract does not obligate us to review competitive quotes.
The first estimate came from [redacted]. It did not compare favorably with [redacted]’ quote, coming in at $[redacted] in excess of [redacted]’s out-of-pocket costs for the same repair provided by [redacted]. Therefore, it was rejected as it would not have saved our client any money.
The second estimate came from [redacted]. It did not disclose charges for non-covered items, nor did it come with a comparable warranty. Therefore, it was ruled to be ineligible for price matching.
[redacted]’s garbage disposal was covered in the amount of $**-[redacted] depending on the power of the disposal motor selected by the client. As in other claims, amount of coverage was dependent on what the vendor was charging us for the replacement. The out-of-pocket for the repair was for the following non-covered items, which [redacted] bills at a flat rate: work preparation for entry into the home (drop clothes, area preparation, disposal of old equipment, and clean up), proper disconnection and reconnection of electrical hazards, removal and replacement of drain connection including any necessary piping modifications, new fittings, and mounting hardware. There is no provision for coverage of these items in the One-Page Contract.
To address [redacted]’s statement regarding the water heater claim, the price of $[redacted] that [redacted] quoted from the estimate on a Rheem/Ruud 6-Year ** Gallon electric tall water heater is the retail cost of installing that brand water heater, including associated non-covered items as explained in the One-Page Contract: work preparation for entry into the home – drop cloths, clearing the work area to facilitate installation, draining the old water heater including contaminant purge, proper disposal of old equipment, installation of a shutoff ball valve, new flex connectors, removal and reinstallation of wiring.
Allied’s coverage of $[redacted].00 was sufficient to supply [redacted] with a standard, builder’s grade model with similar features to the brands offered in the estimate, fulfilling our obligation under the contract. Had [redacted] selected this option for the replacement water heater, his out of pocket would have been $[redacted], and would have included, not only the non-covered items already listed, but also a new drain line, an aluminum drain pan, and the city-required permit and inspection fee. The price of the water heater from [redacted] without the cost of installation, system modifications and code requirements is not a fair comparison to the work that [redacted] had offered to perform.
We would like to take this opportunity to point out that [redacted] was paying $[redacted] per year for both of his warranties, and [redacted] had offered coverage for his claims in excess of [redacted] in the past year, offering to repair or replace inoperative systems, just as our contract states. We can find no instance where we refused to cover an item that the contract stated we would cover. If an example of such were pointed out to us, we would quickly correct the matter.
In conclusion, [redacted] fulfilled our obligation under the contract by supplying a service vendor and offering to cover replacements for the items under warranty that were experiencing mechanical failure. We have had several communications with [redacted], verbally and in writing, explaining the Contract, and the coverage and non-covered items in his claims. We hope that with this explanation, [redacted] will reach and understanding of the terms of the warranty.

Revdex.com:
This letter is to inform you that Allied Warranty, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/16/2017 and assigned ID [redacted].Just wanted to let u know as of today I received a check from Allied home warranty. Thank u so much for your assistance with this issue!!
Regards,

Thank you for giving us the opportunity to address Mr. [redacted]’s complaint. We sincerely regret the inconvenience that resulted in his coming to the Revdex.com for resolution, but are glad for this chance to review service expectations with our agents and contractors.
In most cases, we...

are able to initiate service within two business days. Claim authorization is usually complete within one business day upon the technician’s initial service visit. Sometimes the technician will have to return to complete repairs after ordering parts; but until we have established that the repair is within the scope of the warranty, we are unable to offer coverage.
We attempted several times to follow up with the service vendor assigned to Mr. [redacted]’s claim, and we are taking steps to ensure that service is completed in a more timely manner in the future. As we were unable to have a service vendor on site within a reasonable time frame on this occasion, we have elected to expedite resolution by offering to cash his appliance out with an offer of $425, which he accepted May 4, 2015.
We trust that he is satisfied with this resolution and look forward to being of further assistance to him in the future.
Warm regards,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.  
[Provide details of why you are not satisfied with this resolution.]the company never made any suggestion of looking into what I saw as a fraud attempt by [redacted] and now they suggest that I impeded their attempt to investigate.  There was no suggestion of this and in fCt they explained it as a difference of opinion on the diagnosis.I simply want to walk away with no loss on my side and an a appropriate rating  by Revdex.com based on my relationship with them.
Regards,

[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.  Thank you for your assistance in resolving this issue. [redacted]