Allied Warranty, LLC

Thank you for giving us the opportunity to address Ms [redacted] ’s concernWe regret that she has found it necessary to file this complaint with the Revdex.com after multiple attempts to resolve her claim satisfactorilyMany 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 caseThe Warranty is a Residential Service Agreement with specific terms and limitationsIn 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 requestedAlthough 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 operationMany warranty companies will fulfill their obligation for replacement by purchasing units in bulk and shipping whatever they found the best price forClients have no freedom to choose the features that best suit their lifestyleAt Allied, if replacement is necessary, Allied offers cash in the amount of our estimated cost for similar unitsThe 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 featuresThe primary operation of a television is to receive programming and other audio/video inputBeyond 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 televisionShe 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 disputeSpecific information from her regarding her expectations would be helpful, but we will continue to seek a satisfactory resolutionRespectfully,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 [redacted] 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 [redacted] 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]

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 Mr***, My name is Missael and I am with Allied Home Warranty’s Customer Dispute Resolutions departmentI apologize for any confusion in regards to the additional fees that are due to diagnose the issueYou are correct that Allied only provides coverage for the 1st hour of diagnosis and if the technician requires additional time to locate source of the issue, we would consider that additional time as a non-covered item since the issue is not “easily accessible to perform the service request.” That guideline is found in Section B, Paragraph Line Cand so, if you wanted us to provide coverage to your issue we would need to diagnose further to find out where the issue liesTo be able to move forwards with the additional diagnosis and receive assistance with your issue, you would need to contact the vendor and let them know that you want to move forwards with the additional diagnosis otherwise we are unable to assist you further Thank you for bringing your question to my attention, Missael

We apologize for any inconvenience and discomfort that Mr [redacted] was caused in the course of his AC ClaimOur reputation is very important to us, and it was not our intention to mislead anyone with the language of our contractIt was written to be both simple to read and comprehensive, and it can be difficult to strike the right balance between these objectivesNonetheless, the contract was approved by the [redacted] prior to releaseWe have worked with the client and with our vendor to find a solution to his repair needs with an acceptable out-of-pocketAllied Home Warranty appreciates this opportunity to bring the matter to a satisfactory conclusion

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

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

I notified [redacted] ***n of your request to speak with her and she is attempting to reach out to youI apologize, as somehow this communication did not reach her previouslyFurthermore, 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 Amount $ 395.00=================Total $ Please be patient as shipping may be slower than usual due to the recent flooding in LouisianaBest wishes,Theresa B [redacted]

Good Morning Mr [redacted] , My name is Missael and I am with Allied Home Warranty’s Dispute Resolution teamI 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 abilityI can see that you had previously spoken to a colleague of mine, MsVeronica who unfortunately is away from the office, and decided on the final amount of reimbursement of $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 MsVeronica did go ahead and approve the additional coverage as a goodwill courtesy for the extended delay and for the inconvenienceI 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-week turn around timeI 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 25thIf 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 canThank you very much for your continued patience and your time, Missael Customer Dispute Resolution Associate

Allied has reviewed the customers account and claim Allied agrees the customer contacted our office on 10/21/at 5:20pm to request service on the range The records indicate on 10/22/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/stating that the second vendor assigned did not perform service as requested At this point Allied escalated the claim and waived the required $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] 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, MrsTiffany and she sent out a senior technician to verify the technician’s diagnosis and verify that the issue was preexistingHe found that the ac system is mismatchedThe Air handler is a ton and the ac condensers is a ton and were poorly installedThe 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 20xfilter 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 flowThe supply air box was also not replaced and is far too small for the ton air handlerThe supply air ducts are in very poor condition and need to be replaced urgently and are also undersized for a ton unit and are only good enough in size for a ton or ton ac systemThe technician also found that the condenser coil is very dirtyThe 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 outHe 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 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 deniedYou 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-weeks to arrive Please let us know if you have any further questions and we will be more than happy to assist you Missael

RevDex.com:Nobody has contacted me to resolve the complaint. I have called since this complaint was filed and was told I would get a call back from [redacted] ***n and I have not received any communication. 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,

As much as we wish to satisfy Ms [redacted] regarding her claim, we can establish our previous attempts to resolve this matterAugust 2, 2016, our initial offer was madeMs [redacted] initially accepted the offer, but called us back to dispute itWe 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 offerShe requested to speak with a managerAugust 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 marketI found televisions with similar features, including Internet access and pre-installed applications for streaming programs, for less than the amount we had offeredWhen I informed her of this, she denied my statement, but was unable to identify which features I had failed to considerI 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 informationAugust 15, 2016, Ms [redacted] called my direct lineShe 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 matterShe 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 herFollowing 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 didAccording 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 failedNonetheless, we have again increased the amount of our offer to $which would be enough to supply her with an even larger television than the one she purchased, including the computerized featuresShe accepted this amount and we are processing paymentThe latest she can expect to see it would be October 14, Again, we realize that this dispute has caused Ms [redacted] considerable inconvenience and we apologize for our partThank you for this opportunity to make her a happy client againTheresa B [redacted]

Please accept our apologies for the delay in response to your feedbackWe appreciate this opportunity to address *** ***' concerns and regret any inconvenience this matter caused him
When Allied Home Warranty offers cash in lieu of replacement, the amount of the cash is determined by
Allied's estimated cost for a similar unit, not retail valueWe regret the confusion caused by the language used by the technician to explain the procedure; however, this detail was included in the terms and conditions of the warranty that were provided in the documentation entitled "YOUR COVERAGE," which was mailed to *** *** when his surge protection plan began
Nonetheless, Allied does offer to match with similar features, and when his dispute was reviewed, it was determined that Allied could not have purchased a replacement item for $***On *** *** ***, we reached out to *** ***' with an offer of $***, and he acceptedA check was processed to be mailed to his address on *** ** ***, and on *** ** ***, he was notified that he could expect it to arrive before the end of the month
Our clients are important to us and we sincerely hope that this matter has been resolved to *** ***' satisfaction
Best wishes,
Allied Home Warranty

Allied has reviewed the customer's account and claim Allied agrees a submitted claim was made by the customer regarding the AC Allied assigned an AC contractor to the home to diagnose the issue It was determined a terminal block on the 5-ton, *** condenser unit blew out the
wires on the unit and repair was not feasible Replacement of the condenser unit was recommended Allied's records indicate multiple conversations took place with the customer and contractor regarding pricing Records support that a drop in communication took place, which lead to the confusion for all parties involved Allied apologizes for the confusion which makes these situations difficult for all parties involved Furthermore, Allied records indicate the matter was addressed, including the issues around pricing Allied authorized the contractor $***, leaving $*** in non-covered items associated with the replacement.Allied intentions are to help our customers and provide coverage based on the terms and conditions of the residential service contract (home warranty) If the customer has any further questions or comments, please contact Allied directly at ***.Thank you,The Allied Team

Allied has reviewed the customer's account and warranty claim Allied agrees with the customer on the scheduling issues with the first vendor requested to perform service, however upon receipt of this complaint, Allied reassigned the claim prior to New Year's eve in attempt to resolve this
matter Unfortunately, service was not performed until the Saturday after New Year's day Allied apologizes for the inconvenience and for the scheduling issues received Allied is investigating further internally to address this matter The customer's account records indicate the policy was cancelled after service was rendered The records also indicate we took responsibility for the vendors scheduling issues and attempted to reduce the monthly premium fee and waive the service fee, however that offer was not satisfactory and the cancellation was processed Allied takes our customer's feedback seriously and your feedback was greatly appreciated Thank you for bringing your matter to our attention.The Allied Team

Thank you for this opportunity to address Ms***’s concernsI regret any inconvenience she’s been caused in the course of her surge claim.Of course, we agree that a *** * is not a DVD Player, and understand her concern regarding the functionality of her unit; however, the timing of a
malfunction is not sufficient evidence of its causeIn order to support coverage for an item, we rely on the information provided by qualified, vetted contractorsThis is why we sent *** *** ** ** *** to her home for diagnosis.Mr*** reported that although the dvd input was slow to load, he was able to turn the unit on and get signal from the console to the televisionThis was inconsistent with the type of damage present when a power surge has fried electrical components in a computerized consumer productIn his professional opinion, the unit was damaged in the course of its operationWe apologize if the client had a difficult time communicating with ***, but we have complete confidence in his ability to diagnose electronics.Nonetheless, we would be happy to review his diagnosis, if Ms*** is willing to provide us with a second opinion by another qualified technicianIn order to establish her second opinion’s validity, it would have to be from a technician qualified to diagnose consumer electronics, operating from an established business with a storefront and paid advertising somewhere(A business website would meet this qualification, but not social media.) Because it is the client and not Allied disputing the technician’s findings, it is the client’s responsibility to support that dispute.She may submit her second opinion by email to [email protected] or fax at 713-683-I look forward to hearing from her and hope to resolve this matter to her satisfaction quickly

Hello Ms***,My name is Missael and I am with Allied Home Warranty’s Customer Disputes Resolution DepartmentI am sorry to hear that you have not had a pleasant experience with our company but I am glad that you have taken the time to let us know of your poor experience as we do attempt to
improve ourselves based on feedback both good or badI went ahead and listened to the conversations that you had with Ms*** and Mrs*** as I was surprised to hear that you had an issue with them as we typically receive good feedback from these agents and I found that after these calls, it seems that you still had further questions which I can answer for you and hopefully shed some light on our decision. Why this repair?This is more than likely the most common question we get at the office as we, as a warranty company, understand better than anybody that owning a home is expensive and making repairs is rarely an enjoyable experience and this was the question that you had most frequently to our agents and I can explainWe will always attempt to make the best long term repair and most of our vendors will actively refuse to make what we refer to as a “Band-Aid repair”, meaning a repair that is neither time or cost efficient to make and will not last long term and in this case, simply replacing the compressor is a Band-Aid on the condenser as in our over 10+ years of experience, it is never recommended to replace a compressor on a year old unit as that compressor could last as short as a couple of days to maybe at most a couple of years and we would need to revisit the unit shortlySo in summary, replacing the compressor only is very much not a good idea and will absolutely result in more spent money down the line. Why not more coverage?This is more than likely the second most common question we receive and hopefully I can shed some light on the topicAny decision we make has to be based on the contract and in this case the paragraph that you were pointed to is the following: “Allied, at its option, may offer cash in the amount of Allied’s estimated cost, instead of repair or replacementAllied will provide replacement systems or appliances with similar features, capacity and efficiency, but will not be responsible for matching dimensions, brand or colorAllied is not responsible for: upgrades (except for replacing covered A/C condensers with SEER/410a condensers), modifications, access (unless additional coverage has been purchased), emergency or after hours fees, permits, code violations or requirements (unless additional coverage has been purchased), manufacturer warranty or recall, commercial grade equipment, solar or geothermal equipment, disposal, portable equipment (including window units), failure to provide timely service, under-sized or inefficient systems, restoration or remediation, cosmetic defects, hazardous materials, leak tests or refrigerant, electronic management systems, living expenses, fixtures, sprinkler systems, missing parts, detectable pre-existing conditions, Acts of God or for any incidental, indirect or consequential damages, injuries or losses.”I have highlighted the relevant portions of the paragraph and I will explain the reasoning behind them: Refrigerant:Under new government regulatory guidelines provided by the Environmental Protection Agency, as of 2010, R-Freon (Freon being the common name for the odorless, colorless refrigerant liquid which is used inside the unit and is absolutely vital to actually be able to cool) is being phased out of use due to the fact that it not environmentally safe and as such the liquid itself and the equipment that uses it are being tightly controlled and just under the current guidelines, it is a legal requirement to recover the Freon from the unit to be sent off to a EPA facility where the Freon is recycled in a specialized facility for future reuse.I did want as well to make you are aware that in just years, no more R-Freon will be produced and years later by it will be illegal to recharge the unit with Freon and even possessing the Freon to do so will be illegal.Hopefully this helps shed some light on why it is not only in our best interest as your warranty company to replace the unit with a much more recent unit that uses R410A which would lower the cost of repairs and assists greatly in cooling the home but it is also in yours to do so as you will see in years just how crazy expensive the Rnecessary for this unit will get just as it happened with its predecessor R11.In the case of the warranty, as mentioned before, the refrigerant is not covered and the items that were mentioned in the conversations with *** and *** that involve Freon are the reclaiming (Recovery) of the existing used Freon, refilling the new unit with R410A and properly disposing of the unit which uses RThese are all required by the EPA and if not preformed can actually put the technician’s license to preform repairs at risk(As a side note, to answer the question you made to *** in regards to using the existing Freon in the unit, it is possible to reuse Freon from an existing unit but it is really bad idea to do so as the Freon has not been properly recycled and will be full of contaminates from the other unit and will result in poor efficiency and a very short lifespan for the unit as well I wanted to mention that Rand R410A are not interchangeable unfortunately as the R410A runs at a much higher pressure than the R22) Modifications:I understand the concern behind the idea that all of the items that were mentioned before such as the low voltage wiring, new electrical whips, R-lines flush and the filter line dryer are not mentioned under the warranty by name however, even with the newest version of the contract which is pages long, does not manage to reach everything in regards to the scale of some jobs and in some cases some items such as the AC essentially have a page of their own discussing what we cover and what we don’t cover and so, to alleviate some of this confusion we introduced the disclosure to be able to accurately describe what items are not covered under the warranty and we require each and every claim that is opened have this disclosure read outThat reads with the relevant portions highlighted:“A $Service Fee is due to the contractor upon arrival to your home. Allied Home Warranty covers the major components and parts that affect the operation of the system when damage is caused by wear and tear. There may be situations that result in additional costs not covered by your warranty, such as additional modifications, access issues, upgrades, disposal fees, Freon, or specialty tests that may be needed to get your system operational.If Allied determines that a part needs to be replaced, the warranty will provide coverage for the failed part but will not cover the difference if you have an upgraded or specialty part or for any modifications needed. Sometimes parts have to be ordered, but our vendor will schedule a time to come back and complete the repair or replacement with no additional service fee.If the technician discovers the unit is under a manufacturer’s warranty, Allied does not cover that repair; however, the Allied vendor will help you get the necessary parts from the manufacturer and give you a quote for the labor.Any repairs or replacements provided by the vendor come with a day guarantee. If that exact part fails within that time frame, Allied will send the technician back out to diagnose the issue at no additional fee.”Essentially it condenses everything I’ve gone over in a short statement to inform our clients of the possibility of out of pocket expenses and explains what is not covered under the warranty. Hopefully I have been able to explain the reasoning behind our decisions and if you have any further questions, please feel free to ask and I will be more than happy to assist you. Thank you very much for your time,Missael

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]Allied claims that I paid an "out of pocket" because the new opener was an upgrade. I did not ask for, or require an upgrade. The fact that they could not repair my old opener is not my fault or responsibility. The "builder grade" opener was replaced with another "builder grade" opener and no upgrade in function was provided. I would have been happy having the old one repaired. I did not care about the color, brand or dimensions. Again, it is not my fault that my old opener could not be repaired. They are in the risk business and when you warranty old items, you run a higher risk. That is why I bought the warranty. So that I could cap MY exposure on these types of repairs. Adding NEW terms like "out of pocket" and "maximum coverage" (per the rep I spoke to) for specific repairs is not mentioned in their contractThey should also be investigated for deceptive trade practices and advertisingI reject their explanation and expect a refund of the extra $that I was forced to pay because they refused to cover the full repair or even have a supervisor call me as I requested twice
Regards,
***

Ms***, You are correct that the contract does not have any sort of waiting period or cool down period for service however, we are clear that if the issue is determined to be pre-existing that is easily detectable by a visual inspection or a simple test that we would not provide coverage for the issueIn this case, you claim that the issue happened within a day of having the contract open however we have now had licensed technicians go out to the home and both have stated the issue is preexisting and as a matter of fact, the second technician that went out is a supervisor tech as you had requested with well over years of experience in the field. In this case, not only did the first and second tech find that the issue was preexisting but the second tech also found that the entire ac system was poorly designed and installed and these were causing many of the issues with the unitWe do apologize that that we cannot be of more assistance however as per your own request the contract was cancelled and as such, we are unable to assist you any further and I would recommend contacting the vendor that initially installed the unit and having them replace the unit as they are responsible for most of the issues you are experiencing and the overall lack of efficiency in the unit Thank you for your time, Missael ***