Allied Warranty, LLC

ALLIED WARRANTY, LLC, d/b/a *** Home Services has reviewed the customer's account and claim The customer purchased a residential service contract on June 24, from ALLIED WARRANTY, LLC, d/b/a *** Home Services On *** *** *** (days from date of purchase) the customer submitted a claim request on the oven stating "Lower oven cannot be selected from control panel and microwave in upper oven does not work, Brand: T*** *** *** * ***." A service contractor was dispatched per the claim request The contractor diagnosed the oven and found the following failed items: Main Control Board, Touch Pad, Magnetron, and Transformer Based on the contractor report and recommended repairs, ALLIED WARRANTY, LLC, d/b/a *** Home Services chose to offer cash back in lieu of repair Per the terms and conditions of the warranty " *** reserves the right to offer cash back in lieu of repair or replacement in the amount of ***’s actual cost to repair or replace any covered item." ALLIED WARRANTY, LLC, d/b/a *** Home Services agrees that a cash offer in the amount of *** was presented to the customer and the customer has since disputed the amount The amount offered is based on the terms and conditions
ALLIED WARRANTY, LLC, d/b/a *** Home Services also agrees that during the dispute, we made the customer aware of additional contract limitations per the terms and conditions of the warranty Per the warranty contract "We are not responsible for matching identical colors, brands, and dimensions, or any features that do not contribute to the primary function of the covered system or appliance."; "Pre-existing conditions and known defects that existed on or before the effective date are not covered by this contract."; & "*** is not responsible for repair or replacement of commercial-quality systems and appliances (i.e., *** or *** systems)*** will provide replacement systems or appliances with similar features, capacity, and efficiency, but will not be responsible for matching dimensions, brand, or color." ALLIED WARRANTY, LLC, d/b/a *** Home Services agrees the customer does not have a "Subzero" or "*** System", those are merely examples illustrated in the contract limitations The customer does however have a "Thermadore" oven, reference from the manufacturer website states "Our 30-inch Double Ovens combine beauty and power to create the only truly professional-level buiovens availableWith a massive combined cubic feet of capacity and True Convection, you can prepare virtually any kind of meal."
ALLIED WARRANTY, LLC, d/b/a *** Home Services has made multiple attempts, as the customer has agreed, to resolve this matter including explaining the contract terms and conditions We understand the replacement value may not be equivalent to the current oven, but the contract does have specific limitations As it has been stated, per the warranty, ALLIED WARRANTY, LLC, d/b/a *** Home Services does not have to apply any coverage, however as a good will to the customer a cash offer was made The customer can contact us to process the cash offer at ###-###-#### ALLIED WARRANTY, LLC, d/b/a *** Home Services is also willing to offer a full refund of ***, if he feels that the cash offer is not satisfactory, however the cash offer plus the contract refund cannot be combined Please contact us directly with any additional questions
Thank you,
The Allied Team

Allied has reviewed the customer's account and claim Allied agrees that the customer purchased the home warranty on July 31, and the customer also submitted a claim on a Viking brand, gas cooktop Review of the account indicates that Allied at its option did present a cash offer to
the customer at Allied's estimated cost 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 replacementAllied will provide replacement systems or appliances with similar features, capacity and efficiency, but will not be responsible for matching dimensions, brand or color." The cash offer is based on a replacement four burner, gas cooktop with similar, capacity and efficiency, but does not include matching dimensions, brand or color Allied does recognize the customer's commercial grade Viking cooktop exceeds the cash offer presented, however claim limitations apply based on the warranty terms and conditions It was also Allied's option to proceed with the claim and make a cash offer, when coverage was not applicable In addition to the contract terms and conditions, Allied is not responsible for "commercial grade equipment".Allied understands the cash offer is not equal to the value of the current cooktop, but rather than deny coverage to the customer, Allied opted to apply coverage in the way of a "cash offer" to replace Allied applied the same terms and conditions when making the decision The customer can contact Allied directly with any further questions at *** Thank you for bringing this matter to our attention.The Allied Team

Thank you for your feedback, Ms***-***I am sorry to hear that you're dissatisfied in our performance on your recent plumbing and AC claimsAlthough we typically do not reimburse for work performed without our prior written authorization, I would appreciate the opportunity to review the
invoices provided to you by the plumber you contracted after our vendor was at your houseI will follow up on the feedback with the vendor and see if we can make an exception to provide some reimbursement in this case.In the meantime, we are still attempting to get more information from the HVAC team regarding the water coming from your systemWithout their report on record it is impossible to make a claim determination, but we typically have claim authorizations complete within one or two business daysI apologize for the delays.The manager of our claims department has been contacted to escalate the matter, and once I have more information, I will again reach out to you.Warm Regards,Theresa ***Customer Resolution Specialist

I'm sorry to hear that Mr*** is still waiting for service.Allied did assign another vendor to reassess his ***, *** *** ** ***We have since reached out to the vendor and Mr*** should hear from him soon, but I have also provided the vendor's contact information to the client so he can reach the technician at his convenience.Thank you,Theresa B***

Hello ***, I wanted to clarify some items as it seems that perhaps I needed to elaborate further on some pointsFirstly, the contract does not restrict the hours of diagnosis possible or covered by the warranty because it does not cover any amount of time for diagnosis however, we do negotiate with the technician ahead of time and negotiate the first hour of diagnosis down to $which is what you pay to the technician as a service fee however as you yourself have stated, we at no point state or imply in the contract or in any advertisement that we cover any time to diagnose as to not mislead the client and as stated previously, we actually inform the client at the beginning of the contract that the contract is not all inclusive and warn there are many items we do not cover and anything not listed is not covered In regards to the claim, it is possible for the amount of an out of pocket cost to exceed the agreed to coverage limitations and we would not assist with the cost if they are no items listed as covered however some of these items are vital for us to be able to provide you coverage and without them we would not be able to authorize coverage as was made plain to you by Mr***We actually inform you that we would determine the scope of each claim or in other words, determine what is needed for the job and what is covered and whether to repair or replaceThat portion of the contract states: “Allied will determine the scope of each claim, whether the claim is covered and whether to repair or replace.” Speaking of Mr***'s opinion, I am not discounting him as an agent of Allied however I am stating that he is not a technician and while we do allow our agents to voice their opinions, we do not allow them to provide any sort of diagnosis over the phone outside of company policy and after reviewing the recorded phone call with our Quality Assurance department, I can vehemently state that the only advice that was given to you was to send in a second opinion which was not followed and instead, you decided to proceed with replacing the water heater regardless of being warned that without a diagnosis, you would not receive any coverageI do not discount Mr*** in any way and it is quite the contrary, I feel that he performed his job quite admirably and explained that while he felt that the water heater did need to be replaced, no coverage would be given without a diagnosis as I had explained to you previouslyI will state that your statement was that professionals on behalf of Allied informed you that you need to replace your water heater is very misleading and rather, I would say that both individuals stated that it was a possibility that the water heater needed to be replaced however again both made it clear that without a diagnosis, we did not know what had failed or if it would be repairable and that you would get no coverage The second opinion is something that we offer as a gesture of goodwill for clients to be able to provide a apples to apples comparison to the work that our vendor is offering to do as we do not send out and pit one of our vendors vs the other as this is a conflict of interest on our partIn your case, we were offering you the option to send one in an effort to have a vendor provide a diagnosis for us to be able to provide coverage as we would be unable to proceed without one and you did not want to proceed with our vendors additional cost so, the second opinion in this case was for you to be able to provide one for us to give coverage however this was not doneI do apologize that this process is not faster however I will state that the timeframe is typically much faster than you have stated and usually within a couple of days of receiving an invoice a decision is reached and very frequently the same day the decision is reached our vendor is able to go back out to perform the work however, you took the decision to perform the work without sending anything inI did want to address your mention of your request to escalate, I do see here that one of our supervisors was attempting to reach out to you however she never heard back and after voicemails, she proceeded to closed the case for a supervisor call back due to no response from the clientIn regards to your reimbursement as I mentioned before, current estimate of time for reimbursement is 6-weeks and so I would anticipate the check arriving around that timeframe Lastly I would like to address the settlement you are proposingI would have to decline any reimbursement for your water heater due to the fact that we have on record multiple occasions where you were made aware that no coverage would be placed without a diagnosis and I would state that you were fully made aware that if you proceeded without our prior and written consent as per the terms of the contract that you have agreed to, you would not receive any sort of reimbursement and as such, can find no evidence that you were not informed and were not aware of the terms and rather, I found the opposite is true and you proceeded with the work regardless of being told multiple times not toI will mention that I have reached out again to our Quality Assurance department and after reviewing the work order as a total again with a fresh pair of eyes, we fail to see where we could have been violated the agreement and much less the law or even acted in a deceptive manner If you would like to cancel the home warranty, I can proceed with cancellation effective the date of the Revdex.com complaint however refunds if any, would be subject to the 6-week timeframe window and the terms of cancellation as laid out in the contractPlease email me if you would like to proceed in this direction and I would be able to get the ball rolling so to speak in that direction Thank you for your time and please feel free to contact us if you have any further questions, Missael

NO - I do not accept their offer

Allied has reviewed the customer's account and claims Allied agrees the customer submitted a "Surge" related claim on two televisions and the original contractor sent to the home diagnosed the issues as "Non-Surge" related As an effort to resolve the issue prior to receipt of this
complaint, Allied had already agreed to send another contractor to the home as a second opinion at no cost to the customer Allied will make a determination as soon as the second opinion is received Allied makes every effort to base a claim decision on the diagnosis from an industry professional We understand that on rare occasions a misdiagnosis can occur, we believe everyone is human and mistakes happen We want to ensure we take care of our customers and in this case we have sent another contractor to verify the cause of failure.We hope this gesture of customer service satisfies our customer and they agree we are making a good effort to help If the customer has any questions they can contact Allied at *** Thank you for bringing this matter to our attention.The Allied Team

Thank you for forwarding Ms***’ feedbackWe are sorry that she found it necessary to take this step and are reaching out to her for resolution
According to our records, her claim was opened March 22, The first record that we have of the client notifying us of delays in service is
dated March 28, We made several attempts to reach out to the vendor assigned to her request for service, then attempted to find another service team to take the request, before offering reimbursement for work performed outside our network in an attempt to expedite her claim
Allied does have the option of offering reimbursement in lieu of a technician for service according to the terms and conditions outlined in the client’s WarrantyWe usually reserve this option for when we have exhausted all others to provide service, so it can take some time to reach the point where this option is exercised
We do regret the frustration this matter has caused Ms*** and are trying to reach her to discuss what options are available to resolve her concernsAs her Warranty is being billed by her utility company, she would need to discuss matters of reimbursement for monthly service charges from them; but if we can resolve it by offering her service, or reimbursement for services already performed, our team would be more than happy to do so

Hello Mr***, As was explained previously in our email conversation, the reimbursement was sent out by check accidentally by our corporate and is en route to your home and should be at your home no later than the 10th as the shipping for a check typically takes about 6-weeksI did offer you the option of cancelling the check and resending as a direct deposit but at this point it would be around weeks to receive that in your bank account opposed to waiting for which should not be much longer as we would have to issue a stop payment on the check which by itself would take about a weekWe apologize for this delay but if there is anything else I can do for you, please feel free to contact me directly and I will be more than happy to assist you Thank you for your time, Missael

[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 ***, and find that this resolution would be satisfactory to me
NRG said they will refund my money that I paid to them but I haven't receive anything yet also I haven't receive the money to replace my two appliancesThey did not solve the problem for my ac system and they won't do it because the services they offer are not true they will always find the way not to cover anything that need to be fix threw their suppose warranty it is totally a rip off to customers not to mentionThe bad quality service on all aspects the technicians that go to your home the wrongful information they provided and how they always change their version not to cover what they are suppose to cover according with what the warranty offer its a complete rip off also how they said they will call uAck and they don't call u backIn my opinion this company should be investigatedThe whole experience it's being a nightmare they charge u a dollar fee and they never solve any of the problems in fact they create new ones they know they mess up my ceiling and they are not fixing it that is how inresponsable they are another thing it's how their prices are to high in comparison withEndorsed in the market for the same service and I make enfacis on how when you call them what is wrong it's never cover and how they make customers waste their time waiting for them and when they come they don't solve anything since my primary language is Spanish it is hard for me to express how bad their services are and how they rip off customersUnfortunelly this is the company that the realtor choose! For my house I won't recommend this company to anyone at all if you can have someone that speak my language I will be able to explain more details about it! Thank you!

Based on our terms and conditions, we did our
best to come to a positive resolution by applying $which was the coverage we were attempting to apply to her air handler while leaving the choice of her preferred vendor to service her workMrs*** chose to go with replacing her entire system instead of just the air handlerAt that point we were willing to apply $towards reimbursement for her whole unitAs much as we would have loved to assist her further in meeting her needs, we followed our terms and conditions by honoring coverage towards the failed part which was the air handler or reimbursing her coverage amount after getting her unit replacedRegretfully, as this offer was declined by Mrs***, I hope going forward we can accommodate any of her and Mr***’s needs

Allied's Vendor, *** ***, attempted to reach out to you for scheduling on July 5, They can be reached at *** ***Please feel free to contact them at your convenience to arrange a time for the AC technician to diagnose your systemAs an additional courtesy, they have been informed not to charge you the Service Fee for this call.Thank you!

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
The freon was leaking out of the unit due to faulty service capsThat would be considered a mechanical issue due to wear and tearThis company has chosen to redefine wear and tear to suit their agendaNothing happened to the unit to cause the freon to leek, nothing but use on an older machineThis should be coveredDue to government regulations we, the homeowner, can not check freon levels or service the unitWe are forced to use a service company, otherwise there would have been no need to have the unit insured with Allied Allied is running a scam trying to get nout of paying for services they are contracted to pay for.
Regards,
*** ***

Hello ***,I see that your claim was submitted over to our service department for review. We are actually going to be refunding you $towards the work you had done. Please let me know where you would like the check sent and I will make sure and expedite it for you.Thanks,***

As I explained previously, we do make every possible attempt to inform you of your contract limitations to ensure that you are aware of what you are purchasingIt is possible that the representative that explained to you simply did not understand how the plan functions and I have reached out to the sales department to ensure that he receives the additional training he needsWe understand that training is not perfect and as in this case contract limitations simply were not properly explained or were misunderstood and so to ensure that the client is aware of what they are accepting, we do send out the packets to ensure that what is understood in the call and what the contract states are aligned and if they are not, it is the client’s responsibility to understand what they have signed up for (E.gSigning a car contract and agreeing with the sign up and not properly understanding the terms does not exclude you from them) and as I explained before unlike most contracts, you are given days, no charge to make a decision on keeping or closing the contract and by continuing the contract, you signal your acceptance of the terms and conditions I apologize as this is not what you would like to hear however, we do our absolute best to be as transparent as possible with the client but it is the client’s responsibility to be aware of what we are offering to youI do sincerely hope you are able to receive assistance on your issue and have it resolved and as always if you have any questions, you can reply in the medium or please feel free to contract myself directly at missael.***@alliedhomewarranty.com Thank you for your time, Missael

[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 ***, and find that this resolution would be satisfactory to me if payment is received in the next two weeksOtherwise, I would have to assume that I am being put off again by Allied Home Warranty; my realtor has also gotten involved since the initial date of this request and she was told early last week that a check was being expedited to me and that her Allied account representative would be calling me I have received neither a check nor a call.Allied: Please send payment to my home address in your files: *** *** *** *** *** *** ***
*** Thank you so much for your assistance.Best Regards, ***

Thank you for bringing Mr***’s concerns to our attentionWe apologize for any inconvenience he has been caused and regret that he found it necessary to contact the Revdex.com with his complaint
Allied Home Warranty depends on the diagnosis of carefully selected service vendors to evaluate and
repair or replace our client’s home systems and appliancesThe terms and conditions state that we will not reimburse for work performed without our prior written authorizationNonetheless, occasionally a situation arises where a second opinion is requiredOur clients have the option of having us send a technical supervisor from the original service team, or supplying a second opinion at their own expense for us to review with the technician’s management
Allied Home Warranty sent a technician from *** *** *** to Mr***’s home on January 3, 2016, who determined that his stoppage problems were likely the result of a break in his sewer lineHe recommended running the camera to find the break so that the sewer could be repairedWithout a repair, any stoppage removal was likely to be temporary in nature, and the technician noted in the record of that service call that the fee for running the diagnostic camera would be waived if the client chose to repair the sewer line through *** *** ***
Our next record of contact regarding this matter was after Mr*** had already contracted another plumber to unstop his line, giving us no opportunity to address the matter with Management at *** *** *** for resolutionEven though we had not authorized the work performed, we offered to review the invoices as a gesture of goodwill, to determine if an exception to the Warranty terms was in order
We found that technician who unstopped Mr***’s line confirmed the diagnosis of the technician provided by *** *** ***This was clear from the invoice he sent us for review (attached)As the work had not been pre-authorized, the diagnosis did not conflict with the information we were provided by original plumber, and we had not been given the opportunity to resolve the matter through *** *** ***, the claim was denied in accordance with the One-Page Contract
According to our records, Mr***’s complaint has been addressed by one of our agents, and he has accepted a reimbursement of $80.00, offered as a gesture of goodwillFurthermore, his feedback has been forwarded to the Plumbing Manager at *** *** ***, Robert ***, so that he may reach out to Mr*** regarding the performance of the plumber assigned to his claimWe hope that this action brings this matter to a satisfactory resolution; however, if he wishes to discuss it further, he may call Theresa *** at 713-683-

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
Sent: Saturday, April 29, 8:AMSubject: Complaint ***To whom it may concern,I am at a standstill once again with my complaint against Allied Home WarrantyI was told months ago that I would have a check in the mail by a certain dateAfter that date came and went I contact the Revdex.com again and Allied contacted me again (3/31) and yet no more contactI have been contacted by Theresa *** in the beginning and the last contact was Veronica GamezI think we need to conclude they are not going to do what they agree! Please let's end this as it is clear they are not a company of their word!!!Thanks!*** *** ***Sent from my iPhone

Thank you for bringing Mr***’s concerns to our attentionWe value feedback as an opportunity to establish service expectations with our agents and vendors and we regret any inconvenience Mr*** has been caused
Nothing in the Contract obligates us to provide service by a certain
deadline, and the Contract explicitly states that we are not responsible for failure to provide timely service or for any incidental, indirect, or consequential damages, injuries or lossesOur contract states that in most cases we will provide initial service within hours
We do our best to ensure a response time of two-business days or less; however, sometimes circumstances beyond our control make this impossibleOn this occasion, there were several complications in the scheduling of Mr***’s serviceEach time we were notified of a delay, our agents took immediate action to follow up with our service vendors on Mr***’s behalf
We have reached out to Mr*** to ensure that the free AC Tuwas completed and that he was satisfied with the services providedWhen RLC Services arrived, they found that a low-voltage wire had melted, affecting the operation of his air conditionerNormally, a Tucannot be performed under these circumstances and the discovery of system failure upon arrival would result in a $Service Fee being owed to the vendor for diagnosis and repair; however, as a gesture of goodwill, Allied Home Warranty has volunteered to pay the service fee and in addition to providing the coverage due for the replacement of the low-voltage wireRLC Services completed the work on the same day that they submitted the diagnosis
During our most recent contact with Mr***, he indicated that he had no further dispute to discussAgain, we appreciate this opportunity to review our performance and wish him the best
Sincerely,The Allied Team

Thank you for bringing this matter to our attentionWe make it our goal resolve all claims in an expedient manner, and regret any delays that occurred in the processing of Mr***’s claim on the ovenWe understand your position that due to the amount of time it took to complete the claim
authorization, he objected to the $Service Fee. To clarify, the total amount of the cash offer on the oven is $400, after the payment of the $service feeA hold was placed on Mr***’s warranty for non-payment of the fee*** *** attempted to reach Mr*** for payment of the service fee upon leaving the property, as he was instructed to do, since the home is currently occupied by his tenantThe service fee is due upon arrival and compensates the contractor for the time and expense incurred in providing a diagnosisThis service was rendered; therefore, the fee is due according to the service contract.We were first notified that Mr*** was waiting on claim resolution on February 26, In most cases, we will have the report from the vendor within a day or two of his arrival at the home; however, if a miscommunication has occurred, we would have no way of correcting it without some notification from the clientOnce we were notified of an outstanding issue with the claim, we began to follow up with the vendor on the client’s behalf. On March 3, 2015, we received a report from *** ***The technician provided us with the diagnosis and recommendation for cash out, but also informed us that he had been waiting on payment of the service feeEven if we had received a claim report on the date he arrived to perform the diagnosis, we would not have been able to fulfill the cash out until the service fee had been paid.As a courtesy, we are offering to waive the $Service Fee*** *** will bill Allied Home Warranty and we are processing a check for cash out in the amount of $We called Mr*** today, March 17, 2015, to confirm his understanding of claim procedure and his satisfaction with this resolution.Thank you again for this opportunity to address Mr***’s concerns