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.  From: [redacted]  Sent: Saturday, May 16, 2015 5:36 PM To: drteam Subject: Complaint No. [redacted] We spoke with Allied Warranty regarding our complaint with the Revdex.com. They stated to wait 10 business days and assured us we would get a pay out for our washer in form of a gift card to [redacted]. On 5/14/15 we called Allied Warranty and spoke with Tera regarding us never receiving the gift card and trying to get an update. She again assured us we would get it on 5/15/15. Friday the 15th was yesterday and we still have not received anything from Allied nor have we received a phone call with updates to our case. So therefore our case has NOT been resolved. The reason for us never responding back to our Revdex.com complaint email was because Allied told us to wait. -- Regards, [redacted]

Allied has reviewed the customer's account and claim history.  Allied does agree the a claim was placed on or about September 2, 2014 for the air conditioning.  Allied agrees the diagnosis from the contractor indicated the...

customer had a  Goodman brand, 12 SEER, 5-ton, condenser with a locked up compressor.  Allied also agrees with the customers stated out of pocket cost on the replacement.  In most situations on an older condenser, it is not a long term fix to replace a compressor, but rather to replace the entire condenser.  
 
Allied apologizes if this information was incorrect.  While Allied does not perform the diagnosing, it does rely on the contractor to provide accurate information, including the recommended repair.  Allied will review the information provided by the customer internally, as well as with the contractor.  Allied's intentions are not send contractors that lie or scam.  In fact, Allied does research every contractor and they are sent through a screening process prior becoming an approved contractor.  
 
Thank you for bringing this matter to our attention.
 
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.]
I do not agree with them as it is their practice to deny claims rather than what the vague warranty states.  I had to fight with them last year about my air
conditioner before they repaired it.   Even the repairman which I  secured  stated that a sur** can cause the defroster motor to stop functioning which in
turn caused the slight frost in the freezer.  The compressor is not the only "motor" and is a separate matter.  When the sur** affected my air conditioner last year, the compressor was not affected.
I will elevate this matter to the Texas Attorney **neral as this company lies through it's "words" of the stated service goal and is ripping off the people signing up for this bogus warranty.
 
Regards,
[redacted]

We regret that Mr. [redacted] is dissatisfied with our offer to increase reimbursement of $400.00. He claims that we are attempting to manipulate the report provided by [redacted] and the language of the One-Page Contract to deny coverage to which he is entitled; however, we have gone out of our way to provide coverage for the work performed by the plumber, beyond what is provided for in the terms of the Warranty.
The warranty contract discloses that we cover the replacement of equipment that has failed due to normal wear and tear. Specifically, it 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 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.” and “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.)
Our limitation of covered piping to three feet for each pipe breach was determined carefully and logically by our management. Three feet is typically the maximum amount of piping that is no longer functional when there is a breach, and if more pipe is required, it is not because the additional length of pipe is non-functional.
Mr. [redacted] challenges our classification of the plumbing work as modification to be arbitrary. On the contrary, the reason this is classified as a modification is that the failed equipment was not removed and replaced with similar equipment, but new equipment was installed to change the route of the water line. If we were attempting to use the “modification” exclusion to deny due coverage, Allied could have used that information to support denying the claim entirely, but we did not. We could also have denied the claim on the basis that the cause of the breach was undetermined and the case for “normal wear and tear” as stated in the Contract wasn’t supported. Rather than use either of these legitimate exclusions to deny coverage, we offered the same amount that we would have for the break in the line as if repairs had been performed instead of a re-routing. Please see the attached invoice for details.
Mr. [redacted] pursued an increase in his reimbursement amount, and as a courtesy, we complied, basing the new reimbursement amount in part on the total charge for materials. The likelihood that the same amount of piping could have been failing is extremely remote. Also, even though we had no way of determining how much of the labor was in non-covered items, such as fees for access or meeting code requirements, we provided consideration for part of the labor in our offer to increase his reimbursement. Allied was not obligated to offer this increase under the contract, but we were making an effort to satisfy Mr. [redacted].
Every warranty company must balance their liability against their revenue in order to stay soluble. We have done so by limiting coverage to failed equipment, and have done our best to disclose this limitation both verbally and in writing. Nonetheless, we have demonstrated our commitment to customer satisfaction by extending coverage beyond those stated limitations to Mr. [redacted], and regretfully, we cannot offer more.

Thank you for relaying Ms. [redacted]'s concern to us. I am sorry for her family's inconvenience and discomfort.This matter does require further investigation, but I am in touch with the client and will resolve it as quickly as possible.Sincerely,Theresa [redacted]

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.]
Regards,
 I need an AC tech.  Can you help me out with this request?  If not, please refund my money and I will get another Home Warranty company.  Do your job find one like you found a plumber.  This is ridiculous that I have to beg for you to do your job.  I know you will never get a nice word or recommendation from me.

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 money. Thank 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 me this opportunity to address Ms. [redacted]'s concerns. We have had recent changes in our accounting system which has resulted in the delay of some payments. I 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 refund. I will investigate the status of the request and will contact her with an update as soon as possible.Sincerely,Theresa B[redacted]

Thank you for this opportunity to address [redacted]'s concerns.Allied Home Warranty sincerely regrets the misinformation he was provided when he initially placed his service request. In fact, any wiring from the circuit box, interior and exterior, is included under the warranty plan that he...

purchased through his utility company. This is a training issue, and we are taking steps to ensure that our agents better understand the warranty before addressing coverage issues with clients.In response to this formal complaint with the Revdex.com, one of our agents reached out to [redacted] and offered to send an electrician to his home to diagnose the light switches. The technician arrived on [redacted], and determined that there was no power going to the electrical switch. The next step would have been to troubleshoot the electrical circuit that the switch was connected to; however, this service falls into the category of "specialty tests" not covered by the warranty. Most diagnoses can be made via visual inspection and are provided at no charge under the contract that [redacted] was provided; however, if additional steps need to be taken, the associated charge is not included. As it states in paragraph 1 of the YOUR COVERAGE document provided when the warranty began, "There are many items and risks that this contract does not cover, and only the items listed below are covered." When the technician attempted to provide him with a quote for testing the electrical circuit, [redacted] had him leave the home. There was no charge for the technician's visit.Best wishes,Allied Home Warranty

[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 $495.00 reimbursement to me at:[redacted]

Thank you for forwarding Mrs. [redacted]'s feedback. I regret that she found it necessary to take this step and for any frustration she felt in the process of her AC Claim.Allied Home Warranty does not match brands. This information is freely available in the Contract online, and our agents are trained...

to provide specific verbal disclosures any time a request for service is made. We do all we can to ensure our clients understand the benefits, and the limitations, of the Warranty prior to the arrival of the technician.In this case, the technician informed us that the unit required a blower motor, and that a universal part was inadvisable, due to the potential to cause damage to the system. In order to repair the system, an Original Equipment Manufacturer's part would be required, so we applied our coverage for a universal part to the the claim and the client was responsible for the difference in price between that and an OEM part.There are now concerns about the technician's diagnosis, and the client has agreed to supply us with invoices from the repair she had performed by a technican outside of our network. Upon receipt, we will forward her feedback to [redacted]'s management to address with their technician and consider reimbursement for the repair she had done. Under the contract, Allied is not responsible to pay for work performed without our prior written authorization, and I cannot guarantee reimbursement until we see the invoice. Depending on the documentation she provides, we will consider making an exception and reimbursing her for the work she had done.We appreciate Mrs. [redacted]'s feedback and look upon this as an opportunity to improve the services we provide.Sincerely,Theresa B[redacted]

As much as we wish to satisfy Ms. [redacted] regarding her claim, we can establish our previous attempts to resolve this matter. August 2, 2016, our initial offer was made. Ms [redacted] initially accepted the offer, but called us back to dispute it. We informed her that as a Warranty company, our liability was limited to ensuring that she had a functional television, and any features not related to the primary operation of a television (the reception of television programming) were not considered in the amount of the offer. She requested to speak with a manager. August 5, 2016, I responded to Ms. [redacted]'s request and called her after researching the features of her television and comparing them to other televisions on the market. I found televisions with similar features, including Internet access and pre-installed applications for streaming programs, for less than the amount we had offered. When I informed her of this, she denied my statement, but was unable to identify which features I had failed to consider. I asked her to provide us with more information regarding the specific features she was looking for and agreed to review the amount of the cash out once she provided that information. August 15, 2016, Ms. [redacted] called my direct line. She was unable to provide any additional information about the features she was expecting us to deliver, but stated that she was still rejecting our offer and wished to escalate the matter. She notified me of her intent to file a formal complaint, and at that time I provided her contact information to another manager to reach out to her. Following Ms. [redacted]’s request for escalation, Gloria D[redacted] reached out to her in an attempt to come to an agreement on a suitable amount for reimbursement, but could not get any further than I did. According to the research we had done, the amount we had offered would purchase a comparable television with a comparable Warranty from the manufacturer, and we could get no specific information from Ms. [redacted] to explain how we had failed. Nonetheless, we have again increased the amount of our offer to $498 which would be enough to supply her with an even larger television than the one she purchased, including the computerized features. She accepted this amount and we are processing payment. The latest she can expect to see it would be October 14, 2015. Again, we realize that this dispute has caused Ms. [redacted] considerable inconvenience and we apologize for our part. Thank you for this opportunity to make her a happy client again. Theresa B[redacted]

Thank you again for bringing Mr. [redacted]’s concerns to our attention and giving us the opportunity to resolve them. After reviewing the specifications on the part required by Mr. [redacted]’s air handler, we have contacted [redacted] and offered an additional $150.00 to the amount of the coverage.
Since the work has been completed and paid for, they will be refunding that amount to his credit card. As of our last contact with Mr. [redacted], he indicated that there was no further action required to resolve this matter.

Allied has reviewed the customer's account and warranty claim.  Allied agrees that the customer submitted a claim on a dishwasher.  Allied's contractor diagnosed the issue related to the dishwasher and determined that keypad is the source of the matter, therefore not allowing the...

dishwasher to operate.  Allied reviewed the claim details and the required scope of work, based on the facts, Allied chose to make a cash offer.  Allied agrees with the customer that clause used to determine the cash offer states "Allied, at its option, may offer cash in the amount of Allied’s estimated cost, instead of repair or replacement. Allied will provide replacement systems or appliances with similar features, capacity and efficiency, but will not be responsible for matching dimensions, brand or color."  The amount offered and accepted by the customer was $229, as the customer stated.  Allied records indicate that $229 was the second offer made.  Allied made an original offer of $183, however the customer disputed the amount.  Allied reviewed the claim at the original time of dispute, which lead to the increase of $229.  The records indicate that the customer accepted the second offer.Allied determines the estimated cost of a replacement dishwasher based on similar features, capacity and efficiency with appliances on the market, however does not factor in brands, dimensions or colors.  Allied constantly updates the costs as the market changes.  We do understand that the cash offers may not always provide our customer's with value they see fit, but the cash offer can be used to purchase a replacement of their choosing.  We truly strive to provide great customer service and your feedback is important.  If the customer has any questions they can contact Allied directly at [redacted]Thank you for bringing this matter to our attention.The Allied Team

Good Afternoon Ms. [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, as I mentioned on the phone, Ms. B[redacted] who was working with you to resolve your issue has unfortunately been out of the office for some time now on medical leave. In regards to your reimbursement, you have confirmed with me over the phone that you have received it and I do sincerely apologize for the delay in the mailing caused by the confusion over the address. 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 time,MissaelCustomer Dispute Resolution Associate

Allied has reviewed the customer's account and claim.  Allied agrees the customer submitted a warranty claim on the garage door opener.  Allied dispatched a contractor out to diagnose the issue.  The contractor noted the customer had a 12 year old screw drive, 1/2 horse power garage...

door opener.  The diagnosis determined the motor was locked up due to normal wear and tear.  Replacement of the opener was needed.  The contractor replaced the opener with an upgraded chain drive opener versus the screw drive opener.  Standard garage door openers include chain drive and belt drive.  The warranty coverage authorized for the claim totaled $300.00, with an out of pocket of $54.13 for the replacement of an upgraded standard builder's grade chain drive opener.  Please note the warranty does not cover upgrades.  Coverage offered only covers listed covered items with similar features, capacity and efficiency, but is not responsible matching brands, colors or dimensions.  Allied records indicate that coverage, including the terms and conditions have been reviewed with the customer.  Allied will have a supervisor contact the customer to review coverage and to answer any questions.  Allied appreciates the feedback and we hope to better explain the warranty claim to the customer.  Thank you for bringing this matter to our attention.The Allied Team

Allied Home Warranty does expect our service vendors to be
in compliance with all laws and regulations, including mandatory vehicle
insurance. We are regretfully aware that this was not properly communicated at the
time of Mrs. [redacted]'s call. The agent who received her call was correct in that Allied
would not authorize self-service in this situation, but the reasons for that
were poorly communicated at the time of the call.
Allied Home Warranty offers, under the One-Page Contract, available at [redacted] to
initiate service within two business days in most cases. Affordable’s offer to
return on Monday would have kept them within that service agreement. We
understand that Mrs. [redacted] was unwilling to reschedule for Monday because she
required faster service. After-hours service is available with many of our
vendors for scheduling evenings and weekends, with an associated emergency fee ($120). This option for quicker service was not
presented to Mrs. [redacted] on March 6, as it should have been.Allied Home Warranty again reached out to Mrs. [redacted] yesterday, March 25, 2015, at approximately 2:00 PM. She was occupied, so our agent followed up with an email at Mrs. [redacted]'s request, extending our apology for the lack of service she received from our representative on March 6, and the offer of waiving the $25 administration fee for the cancellation of her warranty. There has been no response to this email contact.Since the offer to return on Monday still met service guidelines, we cannot comply with her request to reimburse her for work performed outside the warranty, but we sincerely regret that our agent did not communicate empathy with her situation or explain the service guidelines, and that she missed an opportunity to offer emergency service. Allied takes customer service very seriously and this matter has been addressed internally with our agent.

Thank you for giving us the opportunity to address Ms. [redacted]’s concerns regarding her recent HVAC claim. We sincerely regret any frustration she was caused by this matter and are sorry she found it necessary to submit her complaint to the Revdex.com.

Ms. [redacted] spoke with a supervisor on January 7,...

2015, and the dispute has been resolved. We sent a supervisor technician with NRG Home Services to verify diagnosis and recommendations. He stated that it was possible that a universal control board would resolve the issue, but could not guarantee her system would be functional without an OEM board. He also verified that the damage to her transformer was caused in the course of normal operation and therefore covered under the Warranty.
If the system is functional after the technician installs the new transformer and universal control board, Ms. [redacted] will have no additional out-of-pocket on this claim. If the technician finds that they have to replace the system with an OEM board, the client will only be responsible for the difference in price between that and the universal board. Ms. [redacted] verbally indicated her acceptance of this resolution when speaking with one of our supervisors.
Allied Home Warranty does our best to evaluate claims fairly within the scope of the warranty. In the event that a system or appliance is damaged in its normal operation, Allied will cover materials and labor directly associated with mounting the replacement components. Allied does not match brands, and frequently there is additional work required to get a system operational in order to ensure replacement components work with the existing system and the work performed is compliant with regulations. Although no warranty will cover 100% of home repairs, Allied makes every effort to reasonably limit out-of-pocket costs.
We will monitor the progress of Ms. [redacted]’s repairs and follow up to ensure her satisfaction with the claim resolution. If she requires further assistance, we welcome her call at 866-791-1200.

Allied has reviewed the customer's account and claim.  Allied agrees the customer submitted a warranty sur** claim for a refri**rator stating "** refri**rator, side by side, it is not cooling properly, freezer is having same problem".  Allied also agrees that a contractor went to the home...

to diagnose the matter.  Allied agrees the customers [redacted] (**), Side by Side, Model #[redacted] does not have a control board.  Per the contractor, the customer issue was not sur** related, that in fact the refri**rator/freezer defrost kit has failed due to normal wear and tear.  The refri**rator compressor was still working and if a sur** was in fact the issue, the compressor would have failed due to no control board on this particular refri**rator model.  The attached pictures from the contractor show the frost build up, which further supports the refri**rator compressor was working properly and the issue found was the defrost kit.  Unfortunately, the issue found was not a sur** related issue, therefore no covera** is applicable.  
 
Allied will contact the customer to review the claim and if the customer still wishes to cancel.  The cancellation process will be explained.  Allied intentions are to help our customers, not deny claims.  Allied is bound by the contract terms and conditions.  Limitations are applicable depending on the type of warranty covera** purchased.  Allied truly hopes this explanation helps.  Thank you for bringing your matter to our attention.
 
The Allied Team

[redacted]Thank you for giving us the opportunity to address your concerns. I sincerely regret any inconvenience you’ve been caused in the course of your service request. We understand your position that you used your own vendor for the replacement of your water heater.  Allied 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 were covering the water heater at $518.  Due to your experience, we will go ahead and honor the reimbursement of the full $981.  I will process this refund for this claim and send you a check.  Please allow 4 to 6 weeks to receive. Thanks,Kristen