Allied Warranty, LLC

[redacted]I am sorry to hear that you are experiencing difficulties with your A/C issue.  I understand your position and will gladly process the reimbursement of the $495 for the work you had done on your A/C system.  Please let me know, wher you would like me to mail it to.Thanks,[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.  
The issue is and always has been the basis of the [redacted] offer when the cost to repair was estimated by their vendor to be $1500. In the first paragraph of [redacted]s response [redacted] states "Per the terms and conditions of the warranty " [redacted] reserves the right to offer cash back in lieu of repair or replacement in the amount of [redacted]’s actual cost to repair or replace any covered item." The question is the cost basis of the offer. It is certainly is not the cost to repair and as stated in the second paragraph it does not seem to be".... appliances with similar features, capacity, and efficiency,...".
Regards, [redacted]

Hello [redacted]   My name is Missael and you might remember me from when we spoke in regards to your claim with us.   To clarify, our technician went out to the home and found that the system had failed and determined that this issue pre-existed the coverage as the coverage had just began...

and when we spoke, you stated that you would have a second opinion sent in that would prove that our technician incorrect and that the system was working prior to opening the contract however instead we received an estimate to repair what our technician had determined had failed on the unit and so, the second opinion was denied.   You spoke with one of the other managers, Mrs. Tiffany and she sent out a senior technician to verify the technician’s diagnosis and verify that the issue was preexisting. He found that the ac system is mismatched. The Air handler is a 5 ton and the ac condensers is a 3 ton and were poorly installed. The Air Handler is missing the p trap for water to drain out of the air handler; the primary ac drain line is going uphill, is missing a safety flow switch and is connected directly to the 20x30 filter grill when it is supposed to be installed to a transition between the back of the air handler and the return air grill, as a result there is a restriction of air flow. The supply air box was also not replaced and is far too small for the 5 ton air handler. The supply air ducts are in very poor condition and need to be replaced urgently and are also undersized for a 5 ton unit and are only good enough in size for a 3 ton or 3.5 ton ac system. The technician also found that the condenser coil is very dirty. The ac compressor is missing the electrical cover box and without the cover, water can get to the electrical connections and cause a short and lastly, he found the ac compressor windings open and burnt out. He state that he did not recommend repairing this ac system and instead recommended replacing the full system however he maintained that not only was the issue pre-existing but also found that the unit to begin with was not installed correctly to begin with.   I will state that at this point 2 of our technicians determined that the issue preexisted the coverage as there was simply no way for the system to reach this state within such a short period of time and your technician confirmed what they found and so, the claim remained denied. You once again spoke to Tiffany and she decided to reimburse you the service call fee and the monthly payment and you were informed that you would be receiving them back in the form of a check however due to the increased holiday traffic in the mailing system, it would more than likely take about 4-6 weeks to arrive.   Please let us know if you have any further questions and we will be more than happy to assist you Missael

Thank you for giving us the opportunity to address Mr. [redacted]’s concerns regarding the coverage for his cooktop. We sincerely regret that he found it necessary to do this and hope to resolve this to his satisfaction as quickly as possible.
He has already been advised that Allied Home Warranty does...

not match brands, nor do we offer 100% reimbursement of his specific appliance. Cash reimbursement is at Allied’s option, and is in the amount of our estimated cost for an appliance with similar features, as stated in the One-Page Contract, which governs the terms and conditions of his warranty. If the client has upgraded features unrelated to the primary function of the cooktop, this would not be considered in in our estimate of the value of his appliance.
We are reviewing the amount offered for the cooktop to ensure that it is appropriate for the coverage of this type of appliance and will notify him of our findings within three business days.
Warm regards,The Allied Team

Allied sincerely apologizes for the charges made to Mr. [redacted]'s checking account, which were the result of a clerical error and not intentional. We are sending him a refund of $1276.00, which is the full amount that was charged to him after the termination of his Warranty.Thank you for bringing this matter to our attention.Sincerely,Theresa [redacted]Allied Home Warranty Customer Resolutions

Hello Mr. [redacted], I did want to get in contact with you in regards to your claim under work order number 509844. I did reach out to the vendor and here are the results of our conversation:  • The contractor actually is not sure why the unit says Ruud in the work order as it seems to be a...

clerical error and so I do apologize for any confusion this might have caused but he did state that he works with American Standard and he did let me know that that particular brand actually owns Trane and manufactures their units and the only difference between 2 units of the same tonnage would be the paint on the unit and the label on the front.• He unfortunately does not offer a breakdown on pricing as far as how much each component of installation costs so I would not be able to provide that for you however I did confirm with him that the unit is a American Standard Box Coil and Condenser Combo, 14 SEER, 5 ton.• I spoke as well to the service manager to see if it would be possible to have someone go out to give you a quote and he did let me know that if we were to do that, we would not be able to place any coverage as per our coverage agreement on section F, paragraph 3, line 1 “Allied is not responsible for upgrades (except for replacing covered A/C condensers with federally mandated equipment with efficiency or refrigerant standards)” it would be considered getting a upgrade based on the brand and would receive no coverage.From what the vendor has let me know you seem to have an appointment with him on Thursday the 27th so if there is anything else I could do for you please feel free to let me know and I will be more than happy to assist you. Thank you for your time,Missael [redacted]Customer Dispute Resolution Representative

I notified [redacted]n of your request to speak with her and she is attempting to reach out to you. I apologize, as somehow this communication did not reach her previously. Furthermore, I have been monitoring the status of your refund and can verify that we the following checks were shipped from our corporate office in [redacted] on August 24, 2016:Check Number       Amount1582               $     77.65                                             1583                    395.001584                    395.001585                    395.00=================Total               $ 1262.65 Please be patient as shipping may be slower than usual due to the recent flooding in Louisiana. Best wishes,Theresa B[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.  Nowhere I was told before buying your warranty services that only one hour troubleshooting was allowed; still I understand this warranty is fake
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]

I understand Ms. [redacted]'s concern, and will continue to monitor progress on her reimbursement. According to our records, Check number [redacted] was shipped to her address on 8/19/2016 from our corporate office in [redacted]. We ask for patience as the region has been experiencing heavy flooding recently, which may impact delivery. Ms. [redacted] has my direct number and email address. If she has not received the check within the next week, I ask that she contact me immediately. Warm regards,Theresa B[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.  
I was explained that Allied home insurance was not going to repair the unit but give me money to buy a new unit with similar features. I've shopped around and for a receiver with these features, they range in these prices and up. I happened to buy the one on sale, and was the cheapest at that time. But for me to buy another receiver with similar features(not counting color, form factor, etc as explain by the rep. Just the similar features), it means I will have to put out a lot of money out of my pocket. In your voice recording and on your website, it expresses Allied Home Insurnace, "save you from expensive out of pocket", "feel assure" and "A company you can trust" Yet, I'm only offered $[redacted] and now $[redacted] for a receiver that is valued in the $[redacted] plus, and if I buy another not exactly the same one but with similar features, it will be much more since this was the cheapest in it's class. I feel Allied Home warranty is falsely advertising security and peace of mind to their customers.
Regards,

Allied has reviewed the customers account and claim.  Allied agrees the customer contacted our office on 10/21/14 at 5:20pm to request service on the range.  The records indicate on 10/22/14 at 1:21pm the customer contacted Allied requesting a different vendor stating that they could not...

get to her home until the following week.  As requested Allied reassigned the request to another vendor to assist with diagnosing the issue on the range.  The records indicate that the customer contacted Allied on 10/28/14 stating that the second vendor assigned did not perform service as requested.  At this point Allied escalated the claim and waived the required $60 trade call fee that would normally paid by the customer.  To resolve the matter Allied located a third vendor to perform service.  Allied records indicate that the third vendor did perform the diagnosis.Allied apologizes for the customer experience.  This is not a typical claim process.  Allied always tries to send qualified vendors that perform service within a timely manner.  Please understand that Allied's vendors do have other customers and sometimes they are booked as they are taking care of other customers.  We can always try to expedite service, but cannot be responsible for timely service.  We have taken this claim seriously and have evaluated every aspect.  We will work to ensure this does not happen again in the future.  Thank you for bringing your matter to our attention.The Allied Team

Hello [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 the service fee get waived and I completley agree.  I have updated the notes on your...

claim to reflect the waived service fee.  We hope that this information is helpful to you. Your feedback is very valuable to us. If there is anything else we can do to improve your experience with Allied Home Warranty, please let us know.Thanks,The Allied Team