Allied Warranty, LLC

It is true that I missed an appointment to call Mr*** at his preferred time; however, this is after multiple attempts to reach out to him by phone and emailI called again the following day, apologizing for missing that appointment and received a call from him in return when I was in a meetingToday I managed to make contact with Mr***He has made it clear that regardless of our agreement to reimburse him for work provided by a technician outside of our network he is absolutely refusing to accept work provided by NRG Home ServicesHe has also responded to my request to a copy of the invoice for the service team that he is comparing NRG Home Services to (attached).The quote is incomparable to NRG Home Services on the following points:The brand quoted is ***, which is incomparable to ***Not only is it considerably less expensive, it is considered by many technicians to be of inferior qualityThe work quoted comes with a year parts/year labor guarantee vsNRG Home Services year parts/year labor guaranteeThe technician operates out of a residence, significantly reducing his operating expenses.Mr*** is aware that Allied offers cash reimbursement as a means of providing coverage after exhausting all other optionsNothing in our Contract obligates us to offer cash in lieu of a service vendor at any timeWe have attempted to assist Mr*** and NRG Home Services in coming to a reasonable agreement over the cost of non-covered items on his claimHe has offered no objection to NRG Home Services apart from pricing but refuses to allow us to work with them on pricingThe second opinion he provided demonstrates that he is not comparing the quote provided by NRG Home Services to comparable service teams or equipment.Allied Home Warranty has already fulfilled our contractual obligation by providing a service team and coverage on eligible componentsManagement may, at their discretion, offer cash reimbursement after a service vendor has been authorized to perform repairs, but this would be in exception to, not fulfilment of, the Warranty ContractAny history of doing so on other occasions is no guarantee or committment to do so in the futureWe will consider Mr***'s request and contact him before the end of the day with our response.Respectfully,Theresa ***Resolutions SpecialistAllied Home Warranty

I apologize that you are not happy with the coverage however the re-review of the invoice revealed no further opportunities to assist youAs for the plenum, we do not provide coverage for upgrades which your own provided documents state it is and as you did not have any expenses for permits, access or code violations then we cannot assist in that regard and so only the failed part would be covered If you would like to proceed with the reimbursement, please contact our office at 1-866-791-and provide your banking information to begin to process the reimbursement which typically takes about 3-weeks to send out however, please be advised that this is the final reimbursement amount and by processing the direct deposit, you are accepting this fact and if you do disagree, then we will be unable to proceed Thank you for your time, Missael

They left out the fact that they were the cause of twice as many issues When I called back to see if they could find a different vendor they told me to stick with that one for now and they would try to find another and contact me if they did They never contacted me and CANCELLED my appt with the original vendor without telling me Therefore, on that day, no one showed up so I called the vendor and they said that Allied had cancelled it for me I called them and they could give me no answer a to why this happened They said they scheduled it with a different vendor for later that day I spoke to TWO different people who told me that someone would contact me and show up that afternoon, even though they informed me that they could not actually contact the company because no one would answer but I was on their "schedule" Big shocker, no one came!!!! I finally called a supervisor that evening, *** who informed me that I would be contacted by the morning supervisor first thing Again, no surprise, no one contacted me so I called at 11:00am and the supervisor, *** maybe?, was very unapologetic and unhelpful She didn't care and just said she passed it along to be scheduled and the found another vendor I was ready to cancel our service so she passed me to *** Meanwhile, I had told them over and over that I had no oven or stove and *** told my husband (which we both would get different stories every time we talked to someone) that they were under the impression it was just the stovetop!!! I told each and every person that I had no oven period which is why it was such a big deal Then I was at work at *** was taking to my husband with a supervisor feeding her word for word what to say in the background and my husband could hear everything!!! That's very odd! Just get on the phone and talk to us! Also, I was given a quote of $415-to cancel and then a week later they told my husband it was $313....that's ridiculous! There is no way it went down $in a week And btw, I had to COMPLAIN to 5different people just to get the $waived because they kept insisting they couldn't do it! This is the worst company I have every dealt with Very shady in their practices and the way they do business I have told my realtor and she will no longer be referring her clients to them! There is more to this but it's too much to type.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.]
Regards,

Hello ***, My name is Missael and I am with Allied Home Warranty’s customer resolutions departmentFirst off I would like to thank you for taking the time to provide us with your feedback as any feedback is valuable to improving our businessI will state that we are very careful to
follow the law and actively investigate any allegations of wrong doing on our behalf and do our absolute best to act in good faithI have looked into your work orders as well as well as pulled the calls from our recording system and I believe that I can shed some light on your complaints and hopefully provide you some more information on your contract with us: In regards to the first work order (***), we definitely apologize for the inconvenience of having a vendor show up to your door that does not service this brand of water heater however after reviewing the recording of the call actually reveals that no brand name, model or other identifying information was actually given to us other than requesting emergency service contrary to what you have stated and so we had no way of knowing not to send this vendor that is not licensed to work on this particular brand but I will point out that we did immediately act to correct the oversight by contacting another vendor to service you that same day and once we knew the brand, we ensured that the vendor we sent out had the necessary certification to be able to assess the water heaterI understand that the technician asked you to pay him and then contact us for reimbursement and he stated that we had indicated him to do soI will state that this is far from the process as was indicated to you when you spoke with Latoya who stated that she would have management review the invoice for possible reimbursementTypically, the vendor would contact the service department to receive authorization for the work before it is done as there are items we do not cover under the warranty and of course, we do not cover any band aid repairs as they typically do not resolve the issue and only provide temporary short term results as exemplified in this caseOur service department initially rejected paying out on this claim due to multiple factors such as the fact that this is not a repair that will solve the problem and is clearly marked as a band aid repair, this was not previously authorized work as per the terms of our agreement with you and the vendor and lastly, flushing the water heater is basic maintenance not covered by the warrantyThis decision was overturned by our upper management as a gesture of goodwill as the contract had just started and so even though under the terms of the agreement we have with you we hold no liability for this unauthorized repair, reimbursement was authorized for the work performedI wanted to point out as well that if we actually intended to avoid paying out as you claim it would have been far simpler to leave the claim denied and remove ourselves from the situation entirely however we chose to provide you assistance as gesture of goodwillIn regards to your reimbursement check, these typically take between 6-weeks to arrive to the home and we are currently on week from when the check was accepted however I did want to mention that it has already made its way through our corporate accounting department so it will more than likely be a week or two before it arrives to the homeNow as to the most recent claim I did want to mention that no one here at the office is a licensed technician and so, we base all of our coverage on the expert opinions of our licensed technicians and so when the technician from JD called in to our authorization department and explained to them that he did not know what the issue was with the water heater and in order to have proper diagnosis, he would need about hours more, we let him know that we would require one to be able to apply coverageContrary to what the technician stated, if there is a good option for repair and in the technician’s professional opinion it is better to repair the existing system than to replace it entirely, it is absolutely in the realm of possibility for us to approve a repair however as we did not have a diagnosis and instead a recommendation for replacement, no coverage was givenIn our service department’s opinion, simply approving replacing without knowing what is wrong with the unit is similar to going to a car mechanic and having him tell you that he recommends replacing the car without knowing what is wrong with it and while you and *** are correct that all of the parts and components that affect the operation of the system are covered as long as they fail due to wear and tear, we do not actually have diagnosis as a covered item under the contract and as stated in the contract, “There are many items and risks that this contract does not cover, and only the items listed below are covered.” And so while we negotiate with the vendor for the service call to cover the first hour of diagnosis, we actually are not responsible for any additional diagnosis time to get a diagnosis and we never claim to be. I wanted to address the comments made by Mr***, plainly put, while Mr*** may be of the opinion that water heaters need to be replaced every years, the Department of Energy actually found that tankless water heaters last longer than regular tank water heaters and actually estimate a year lifespan and so it is absolutely possible that it was not necessary to replace the water heater yet and it was possible to repair if we had a proper diagnosisWe appreciate that you may have felt it necessary to proceed with the installation of the new water heater however the contract is quite clear that when you choose to have work done outside of the warranty without first obtaining authorization from us in writing, we are not responsible for reimbursing you for any of the work performedI firmly believe that we are not in violation of Texas Deceptive Trade Practices Act as we had provided you with multiple options to choose from, by either proceed with coverage under the warranty after the diagnosis is completed or by allowing you to submit a second opinion which we are actually not required to do by our contract however we chose to offer it to you to be able to provide you with service however, you chose to replace the water heater of your own accord knowing that by choosing to do without prior authorization, you forfeited any and all reimbursement from usThank you for your time and if you have any additional questions, please feel free to use this medium or email me directly to missael.***@alliedhomewarranty.comMissael

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed offer is unacceptable. A reputable company that is supposed to be looking out for their customers would not behave in this manner Any repair can be labeled as a modification Different colored pipe could be labeled a modification It is completely subjective That is an incredibly vague term that company employs in order to not reimburse when it is the right thing to do I now see why a one page contract is offered It is incredibly vague and allows interpretation to the company's benefit The bottom line is this I paid good money to have leaks in my plumbing covered I had a leak in my plumbing I had the very reputable plumber they authorized to fix my plumbing come out and fix it in the only reasonable way that it could be repaired My "warranty" company then initially offers me $for a $repair They then have the arrogance to call $a courtesy offer No one signing up for this contract with a Revdex.com endorsed company expects to encounter this level of deception I encourage the Revdex.com to read as many online reviews about this company as they can stomach NONE of them are good You are attaching an A+ rating to this company? I offered a reasonable compromise to this dispute I'm wiling to take less than 50% of what should be covered by a reputable company I find the conclusion of their last message very telling..."Every warranty company must balance their liability against their revenue in order to stay soluble" This tells us their decision was not based on what should be done according to what the paying customer was expecting and deserving after reading the one page contract, but rather what would maximize profits for the company at expense of honesty and transparency I realize that the warranty industry is based on winning more than you lose All businesses are That does not imply that their are no losses The unwillingness to reimburse even when it's not in your favor doesn't make you business smart, it makes you dishonest I've said all I am willing to about this matter My final and reasonable offer is $reimbursement Any future correspondence will be through my legal representation

Hello Mr ***,I have a vendor that can go out to your home tomorrow if you are available. The company's name is *** *** *** *** *** ** *** The service fee has been waived and we will need to send the tech out to see what is going on. I just left a voicemail with my direct line *** to also get this issue resolved. Please let me know if there is anything else I can do.Thanks,***

Thank you for giving us the opportunity to address Mr***’s concernsOur client’s feedback is important to us, and we appreciate every opportunity to ensure we are offering the best value possibleIt is true that there are no dollar limits placed on coverage under the One Page Contract,
but this does not mean that claims are entitled to unlimited coverageThere are still exclusions to coverage listed in the contractSpecifically, the contract limits coverage to our estimated cost for materials and labor directly related to replacing the replacement components for those that have failed due to wear and tearExclusions to this coverage specifically listed under paragraph six include 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 lossesFurthermore, when offering cash reimbursement in lieu of repair or replacement, the amount of our responsibility is limited to what we would have paid, had our own vendor supplied the workMany Warranty companies will promise the moon when attempting to make a saleThen when you have purchased the contract, you find out that there are many things that they do not cover, in spite of their promisesWe believe that we can honestly represent the Warranty and still demonstrate its value to our clientsThe terms of the Warranty are provided in writing to anyone who wishes to read them, even before the Contract becomes activeFurthermore, our agents are trained to provide claim-specific coverage disclosures and answer any questions about coverage guidelines whenever we are contacted for serviceIn the pricing provided by HVAC Companies, the cost of access, disposal, modifications, and code requirements are calculated into the total cost of replacement. From this, Allied calculates the cost of materials and labor needed to replace failed componentsThe resulting out of pocket is estimated to be for items not covered by the warranty under Paragraph SixMr***’s plan is currently billing at $monthly, including two free upgrades offered as a gesture of goodwill: optional Refrigerator, Washer/Dryer Coverage, and Plus (for $per claim towards Access Fees, Permits, Inspections and Code Requirements)The $we offered towards his replacement ductwork actually exceeds our estimated cost of materials and labor to replace the ductwork for runs, even after applying Plus (which again, Mr*** is not paying for)In addition to this claim, we have offered coverage on two other claims so far this yearIn summary, since January, his contract has cost $and he has benefited from $in coverageI regret that Mr*** is disappointed by amount offered for the claim on his ductwork, but we are unable to offer moreI apologize for any inconvenience this matter has caused him and we await his paid invoice so we can process the reimbursement

Thank you for giving us the opportunity to address Mr***’s concernsWe apologize for the way his service request was initially handledBy the time we had received notification of his complaint with the Revdex.com, one of our agents had already discovered the source of the
problem and resolved the matter
Allied Home Warranty does not cover known pre-existing conditionsInitially when the Claims Department reviewed the Home Inspection Report, they mistakenly attributed deficiencies in the plumbing system as being related to the water heaterThis error has been addressed and corrected and a plumber was assigned to his service request
When we reached out to him to ensure that his concerns had been resolved, he provided feedback on the vendor that was sent on his water heater claimWe are following up on his report and when our investigation is complete we will reach out to him again to resolve his remaining concerns
Best wishes,The Allied Team

Allied has reviewed the customer's account and claim Allied agrees that the customer sumbitted a claim with a heater issue Allied records also reflect the issues with the contractor, however the issue was not that the contractor did not have car insurance The contractor did not have a current insurance card at the time the service attempt was made, the offer to return to with the proper insurance was presented In addition, Allied has reviewed all phone records Allied has addressed the customer experience issue internally and has made multiple attempts to reach the customer since this complaint was submitted, however the calls have not been answered Allied records indicate that the contract was cancelled already at the customers request The reimbursement has been set up minus the $admin fee Due to no response via telephone, Allied will waive the admin fee Reimbursement for any work performed however will not be processed Work performed outside of the warranty and work performed after cancellation is not eligible for reimbursement.Allied takes customer service very seriously We truly do appreciate that this matter has been brought to the company's attention Allied strives to provide top notch service, including providing contractors that share the same interest in providing the same service level Allied has also internally addressed the matter with the contractor to ensure that this issue will not occur again.Thank you for bringing the to our attention Allied will attempt to contact the customer again to advise of the full reimbursement of the warranty premium paid, totaling $199.00.Thank you,The Allied Team

We are very sorry that Dr*** believes that we have been trying to take advantage of himIf he was under the impression that we are an insurance company, we would like to take this opportunity to explain that we do not provide insurance products and never offered to insure his home systemsWe are a warranty company with specific terms and limitations that are industry standard and disclosed in the One-Page Contract, attached for your convenience
Those terms include the coverage limitation to components and systems that fail due to mechanical malfunction brought on by wear and tear (paragraph 2), the decision to provide repair or replacement or cash value at Allied’s discretion (paragraph 6), and the requirement that all cash reimbursements be pre-authorized in writing (paragraph 5)
Regarding accusations of fraud or misdiagnosis by the technicians we have provided, we would like to remind him that the second opinion for his HVAC system was also provided by one of our service vendors, and that he never gave us the opportunity to address his dispute of the diagnosis with the original companyHis refusal to allow us to pursue due diligence in the course of his disputes have made it impossible to establish wrong-doing, intentional or unintentionalWe would like to assure him that *** Home Services, our preferred vendor in the *** *** area, is as committed to client satisfaction as we are, but they have never been given the opportunity to address his complaints
In the course of the Warranty period, Allied Home Warranty has sent three technicians to service Dr***’s systems, as promised by our contract, and have offered coverage for all eligible components, as indicated by those technicians’ diagnosesWe have made exceptions to our policies in the past in an effort to satisfy Dr***’s disputes and are making another one in offering to refund $We have not failed to comply with the terms of the Warranty at any point, but Dr***’s refusal to accept the terms of the Warranty, which are stated in writing and available any time at www.alliedhomewarranty.com, are the reason that he is requesting cancellation
While we are willing to offer the courtesy of some reimbursement, there is no cause to refund him the entire amount of his warranty period, as Allied has taken every reasonable effort to provide satisfaction under the terms of the Contract
We wish Dr*** the best, and hope that he will accept our offer of $

Mr*** has not offered any compelling reason to offer more than our obligation under the warranty as described in my previous messages and the Residential Service Agreement provided on October 10, Since *** has already cancelled his Warranty at his request, and issued a full refund of month's payment, and Allied has no further obligation for serviceEven the $service fee was offered as a gesture of goodwill, as the fee was due payment for the technician who reported on the failure of his system.Mr*** can accept either the coverage or the $check already offered, or he may take whatever other action he deems appropriateBest wishes,Theresa ***Customer Resolutions Specialist

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
They called me at an inconvenient timeI scheduled a more appropriate time for them to call which they did not do
Regards,

Thank you for bringing this matter to my attention, ***I’m sorry that you were charged the service fee in errorWe will be happy to add it to your coverage so that you are not overchargedI regret any confusion you were caused about the coverage for your air conditionerAllied Home Warranty covers the replacement of any failed components, including materials and laborAccording to the authorization on your service request, we are covering the complete gas system at $We have not denied coverage for any damaged components; however, there are non-covered items required to get your system operationalPlease be advised that, in accordance with the One-Page Contract, paragraph six (in the top right hand section): "Allied 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." Non-covered items commonly associated with the installation of an HVAC system are: Preparing the existing area for new equipmentRefrigerant recovery (as required by the EPA)Removal and reinstallation of low voltage wiringReplacement of the electrical disconnect whipR-Line set flushReplacement of the filter line drierInstallation of the condenser slabVacuum and purging contaminants from systemRefrigerant fill upRemoval and reinstallation of low voltage wiringRemoval and reinstallation of volt electrical systemFurnace stands/Air handler stands/Hanging kitDuct transition modificationsHardcasting/Seal ducting to new unitInstallation of a new gas hardpipe and drip leg with gas flexReplacement of the electrical disconnect whipPermits/InspectionsAccess Fees After compensating you for the service fee, your out-of-pocket expenses for this repair will be $for the complete systemIf you are looking for a less expensive alternative, it is possible for the technician to replace just the evaporator coilThere are fewer non-covered items associated with that work, and your out-of-pocket for that would be $after adjusting for the service feeI hope this clarifies the claim authorization, but if you need any additional information, feel free speak with our agents at 866-791-Sincerely, Theresa ***

After resolving multiple mechanical failures at the *** residence, we have sent a supervisor technician to investigate the ongoing problems reported by our clientHe found that the system that was originally installed prior to the purchase of the home was undersized for the residence, and that the ducting was inadequate to service the systemAlthough her system is no longer experiencing any mechanical failure, it will continue to underperform during the hottest months of summer without an upgrade.As a gesture of goodwill, we are authorizing a full refund for the work we performed in the amount of $We will provide estimates for system upgrades that Ms*** is welcome to compare to other service providers.Thank you for giving us the opportunity to address her concerns.NRG Home Services

Again, we regret that Allied Home Warranty is unable to meet Mr***’ expectations for warranty coverage; however, there has been no deception in the amount of coverage the Warranty providesAt no time did we offer to cover any percentage of total maintenance costs, but the types of work covered were disclosed both in the contract and in our verbal disclosures
In reference to home maintenance, the term “modification” does have a very specific definitionIn order to be determined a modification under the Warranty contract, the work cannot be to remove and replace damaged equipmentIf there had been the removal of damaged piping and replacement with similar piping, all of the damaged piping that was replaced would have been coveredOur initial offer was determined by the estimated amount of damaged pipe in Mr***’ plumbing system
In our offer of $400, we exceeded the amount of coverage that would have been necessary to cover the damaged piping, had that been replaced rather than circumventedNothing in the information provided by *** *** supported increasing our offer, but we were making every reasonable attempt to provide a satisfying resolution for Mr*** on his claim
We are very proud of our rating with the Revdex.com as a measure of our integrity and commitment to client satisfactionWe are also certain that our response in this matter will bear that reputation outWhile we agree that online reviews have their purpose, they are not a reliable source of general information about a company, as they do not accurately reflect the opinions of a business’ entire customer base
We understand Mr***’ intent to seek legal counsel in this matter, but regretfully, we cannot comply with his request to reimburse $of his plumbing expensesIf he should change his mind at any time, he may contact us at 866-791-to accept the reimbursement of $we have already offered

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
[It still isn't clear that there are limitations on ( COVERED PARTS ) those should be covered 100% like *** doesI used *** *** *** for a water heater replacement on another home less than six months ago, and paid $** trade fee and $** for permit / upgrades for total of $*** for a Brand New WH installed and all, old WH hauled off - everythingSame applies for *** *** *** as it related to my garage disposal years ago in my primary home. I just paid the follow as a result of AHW below:
My quotes from HVAC companies for the coil were not higher, have them provide the quote are I can do soAlso *** *** *** and *** are the same company - so in essence they do control what their contractor charges for parts and LaborThe $*** price for a year water heater is still excessive even if labor is charged in the price$*** for labor to install a water heater is EXCESSIVE and very much out the range of ***, *** ***, ***, *** ***, etc for a Labor rateIts takes hours max to install a water heater, using just manLastly - *** *** *** contract is deceptive at the least, if not an outright SCAM, their lengthy response doesn't change they fact that they charge an amount so HIGH for parts and Labor that no matter what the issue - customer ends up paying an amount so high for the item/repairs, just as if they didn't have a home warranty contract in placeThat's suppose to be the purpose of a home warranty contract - to offset the need for Hefty repair cost in the event a covered appliance etc needs repair/replace Hm or auto insurance, they state they will replaced a damaged item minus a deductibleAllied doesn't states they will only cover $** for a garbage disposal, or $*** only for a evap coil, or only $$$ amount for a water heaterRegards, *** ***

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

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 This is very typical of the quality of this company The response does not address the warranty coverage on the property at issue* *** ** *** *** *** *** and they very well know that They also know that the warranty coverage for the Horseshoe Bay property has pool coverage.Rather, the response refers to expired warranty coverage that I had on my residence in Houston, Texas Completely irrelevant.What is most discouraging is that I have had multiple telephone calls and emails with this company over several months about this issue Yet their response is as if none of that has ever occurred.Frankly, it is hard for me to see how this company could be accredited by Revdex.com In the last few days, I have had the chance to review the internet and found that they have treated numerous customers in the same way that they have treated me They are not a trustworthy organization
Regards,
*** ** ***

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.]information was provided by Allied Home Warranty on the reply above. No call was ever disconnected when discussing the issued complaint with Allied and I am sure that they aren't willing/and cannot produce a recording substantiating such claim. The emergency call was place on the weekend, no return call was received on Saturday(even though it was an emergency), I called again on Sunday afternoon after still not receiving a return call and was told that no service had been ordered yet. Then received a call back that I needed to call a local service company myself and would be reimbursed for the expense. Just shows how they view and treat their customers. Secondly, as an Engineer, I am well aware of the different types of septic pumps...that is why I clarifed it with the sales department before ever signing up for the optional warranty with Allied. Third, the pump was not replaced but was rebuilt to help Allied save money on the service. Fourth, the warranty also covers removal of any backup in the tank as have they confirmed above. However, the "baremoval" was billed separately and was denied by Allied as well. Two separate items that they claim to cover in their warranty were both denied for reimbursement. Payment was provided for an optional service for years that they never intended to provide and/or misrepresented at initial sign-up. Solution should be to reimburse all prior monthly premiums for a service never covered or pay for services claimed to be covered in warranty (tank back-up, *** ***, etc.)
Regards,

Sent: Monday, June 01, 2:PM To: drteam Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** Thank you for giving us the opportunity to address Mr***’s complaintWe sincerely regret the inconvenience that resulted in his coming to the RevDex.com for resolution, but are glad for this chance to review his issueMr*** did contact the office and requested to cancel his warranty. A representative went over the contract procedures and informed him that he would not be able to receive any funds back. Per the contract: You may cancel the contract at any time. Allied may cancel the this contract for non-payment of any fees. If canceled, You will receive a refund for the unexpired term less a $fee and any service costs. Based on these conditions the client would not receive a refundMr*** placed a claim for the water heater and it was approved for replacement Allied Home Warranty covers the major components and parts that affect the operation of the system caused by wear and tearThe technician discussed with him the additional modifications, access issues, upgrades, disposal fees, site preparation, or specialty tests that may have been needed to get the water heater replaced. The client paid the service fee however did not go with our company for the install. (We decided to waive the service fee on this claim, $60) Mr*** also placed a claim for an AC tune up back in February and did not like the diagnosis. He called back in April and a different company went out and stated that both units were fine but just low on Freon, which is not covered by the warranty (We reimbursed the service fee for the client, $60). Both of the service fees were deducted from the initial cancelation. In conclusion, if they would still like to cancel, the warranty would be prorated minus a $admin fee. They would now receive $as their refunded amountWe trust that he is satisfied with this resolution and look forward to being of further assistance to him in the futureWarm regards, The Allied Team