Allied Warranty, LLC

Allied has reviewed the customer's response As Allied stated previously, our intentions are to help our customers, not deny claims Allied is bound by the contract terms and conditions Limitations are applicable depending on the type of warranty covera** purchased The original response still applies The customer's reference to a "heater motor" cannot be justified, since there is no "heater motor", however there is a heater kit A heater kit consists of a heating element, there is no motor present in the heater kit The failure of the heater kit is not sur** related, therefore covera** is not applicable Here are some examples of a heater kit for reference:***
If the customer has any questions please contact us directly
Thank you,
The Allied Team

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. My tech I paid for per your manager request Allied did not speak with my techNo one has called him this has been verifiedHow Allied tell me when and my AC in my home went outOn the day of the call *** told my husband it was prexiting when a tech had not been to my homeHow can Allied tell me what can work or not work, how can *** tech try to get us to switch energy co and sell water filter s when he should be checking my outside unitHow is it my upstairs unit was looked at when it was my outside unit that was not workingI had air the Sat and Sunday and all day Monday until around 12:Monday night which was now Tuesday morningHow is this prexiting Please advise this.I am not the only person Allied has done this too and should not be allowedYour site does not state it has to be 3o days or no daysIt's does not say Allied has to tell someone they are lying that is not professional.wheb I invited a manager/supervisor to come by and look they would notWhy Did Allied not call *** **???
[Provide details of why you are not satisfied with this resolution.]
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
The response failed to address the issue that they would not give me their street address so I could pick up the check, they did not respond to the statement made from their own supervisor on 7/that a cherck would be issued and mailed on 7/for me to receive on 7/31. Did not respond to the 4/7/request for payment I made via fax. I talked to Tera today and was told they wouold not issue a new check until the check that they mailed to the incorrect address was returned. Put a stop pay on that check and issue me a new one and I will pick it up!!![
Regards,*** ***

Thank you for giving us the opportunity to address Mr***’s concerns via his case with the Revdex.comWe are sorry that he found it necessary to submit this complaint and appreciate the feedback regarding the handling of his recent garage door claimWe will do our best to quickly
resolve this issue to his satisfaction
Allied Home Warranty does occasionally make changes in the Warranty contract, which take effect upon renewalWhen an update occurs, we advise our clients via emailUpon renewal, they also receive a link to our website, so that they can review the contract, which is made publicly availableFor his convenience we are attaching the contract to this communication
The last update in our contract was made in 2013, and according to our records, this update has applied to Mr***’s warranty since March 27, We apologize if he did not receive our communications notifying him of the change
We are reaching out to Mr*** for clarification in his requestWe value his business and will consider a possible exception to the warranty limitations regarding the replacement of his springs, but need more information about how we can proceed to assist him from here
We look forward to bringing this matter to a satisfactory resolution
Warm regards,The Allied Team

I regret that Mr*** is dissatisified with our performance and appreciate his feedbackThe manager of vendor relations has has been notified of his experience with our vendor and we are reviewing his second opinion with the vendor's managementAs I explained to him in our previous conversations, we value client feedback and use it to improve the performance of our agents and vendors by addressing them directly and holding them responsible for their performanceNonetheless, Mr*** chose to cancel his contract and we complied.Because we had already provided coverage on his plumbing claim we are unable to comply with his request for the refund of his entire contract priceWe cancelled his contract effective the date of his request and a refund has been issued for the remaining unused service period, less the coverage we applied and a $processing fee for early terminationWe also issued a refund for the $he was charged by the vendorA review of our previous messages on this website will verify that we did not offer a refund of $at any time.Mr*** can expect to see two checks by mail by September 9, 2016: one for $and the other for $They are shipped from our corporate office in LouisianaPlease be patient, as mail may be slower than due to recent flooding

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
We were able to read this message this evening and paid the vendor.  We ask that you reimburse us the $60.  I am looking at my home buyers contract.  Nowhere in the contract does it say only certain items are covered or that the home buyer will need to pay a large portion for the repair.  Here is what I see....A/C, HEATING & DUCTWORK covers 2 systems.  I do not see the part that says you only cover $1577.00, can you show me in the contract where it states that?  I want this contract honored and my AC fixed as stated in the contract.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  
I was told that I had to accept the offer as this would be the ONLY resolution offered and nothing else would be done.  This does  not fix my problem nor is it enough to replace the dishwasher with one of similar function.  The business is unwilling to make an equitable offer.  The business is only willing to make an offer that allows them to make adequate profit.  They are not interested in ensuring their customers have the ability to fix the failed appliance, as a warranty is intended.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  My bottom of line question is: is Allied Home Warranty is responsible for the damage caused by the improper work of their technicians?
If the [redacted] technician used the nitrogen gas to thoroughly clean up the AC water drain system  (as the second AC technician did), this problem would not occur and we would not complain even though the issue occurs some time later because the technician did all he could do. The issue here is that the [redacted] technician realized that nitrogen gas cleaning is required but he only wanted to do it along with the installation of the flow switch which is not covered by Allied Home Warranty. I do not understand how nitrogen gas cleaning is related to the installation of the flow switch. It indicated that the technician was not focused on fixing the issue with what covered by warranty. He was focusing on to make more money by requesting unnecessary modifications. Is it because [redacted] and Allied Home Warranty are actually the same company and [redacted] technicians do not explore the maximum warranty coverage?  I have requested Allied Home Warranty to send managers to access the damage and investigate the root cause from their angle of view but nobody ever come. I would like also to discuss some technical details. There are two sections of draining pipe from an AC unit. The first section is from the AC to main drain. If the first section is blocked, the water will go to the emergency draining pan under the AC. The second section is the main drain. If this section is blocked, the water will come out the air inlet pipe and cause damage on the ceiling. It seems that the [redacted] technician did not check if the water was draining freely from the main drain. The [redacted] technician propose to install the flow switch in first section of the drain pipe and I do not see how it solve the issue when the main drain is blocked. I also do not see this flow switch in any newly built home. I would like to ask the Allied team to read the service report one more time. In the service report, the technician said that the problem is fixed for the time time being but the block could occur again in the future. This "future" is not next day! 
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Regards,

Allied recognizes the mistake and we apologize for the customer experience.  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.  You feedback has been very important, we thank you bringing this matter to our attention.The Allied Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards, This issue will never be resolved.  For Allied to take SOOOO long on this is is horrible. Yes, the check arrived -- but it took's months to get Allied to take Action.

Allied has reviewed the customer's account and claim.  Allied would like to first apologize for any customer service issues you may have received.  Allied agrees the customer purchased A/C coverage from Allied through a utility provider on or about [redacted].  Allied also agrees a...

claim was submitted on or about [redacted].  The customer's claim records indicate that a second contractor was assigned to help address the A/C issue, however the report received from the contractor are recommendations and repairs not covered under the warranty.  Per the contractor, the indoor system was checked.  The first issue found was the air filter connected to the air handler was completely clogged not allowing any air flow.   This is a maintenance issue.  The second issue found was water damage caused from the air handler not being level and no filter base was present.  Water was present from the air handler not being level and a dirty/clogged air filter, which lead to a clogged conden[redacted]e drain line.  The contractor recommended to install a filter base since one was not present, replace the air filter as recommended by the manufacturer and to install a safety float switch on the drain line.  The filter base is considered an upgrade since it was no present, upgrades are not covered under the warranty.  Air filters are also not covered, as this is considered maintenance.  The safety float switch is also considered an upgrade.  
 
In addition to the non-covered items, secondary damage and restoration or remediation is not covered under the warranty, this is typically covered by homeowner insurance depending on the type of coverage purchased.  Allied hopes this answers any questions the customer has.  If there are any additional questions, please contact Allied directly at [redacted].
 
Thank you for bringing this matter to our attention.
 
The Allied Team

Thank you for forwarding Mr. [redacted]’s feedback. We regret that Mr. [redacted] found it necessary to contact the Revdex.com with his concerns, but we are always interested in hearing about the service experience our clients have with our vendors.
We have high expectations for all of our service...

providers, and they undergo a rigorous vetting process. All of our vendors must be licensed, insured, and in compliance with all industry regulations in order to receive work from us.
We follow up with our vendors regarding the feedback we receive and if necessary will re-evaluate our relationship with them. In order to ensure that all of our vendors are meeting expectations, we try to resolve our client’s concerns through the assigned vendor’s management; however, if a client expresses a preference about vendor assignment, we will gladly honor their request.
We had already reassigned Mr. [redacted]’s service request to another vendor at the time we were notified of his Revdex.com complaint and are now following up with him and the vendor to ensure his complete satisfaction. Again, his feedback is appreciated, as it gives us the opportunity to establish service expectations with our vendors and ensure they are in compliance.
Sincerely,
Allied Home Warranty

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Please see attachment: Sent: Tuesday, January 31, 2017 4:02 PM To: drteam Subject: Allied response  In the pic u will see they are offering a reimbursement which I agree with. They stated they will mail me a check which will take 8 weeks to process. I will notify u when I receive the check!!

We again appreciate the opportunity to resolve the matter of Ms. [redacted]'s delayed cash-out.
According to our records, the check was entered into the system for processing on July 28, 2015, which would have been in time to be issued with the batch of Friday July 31, 2015. This is according to the time-stamp left on the database when the accounting department processed the request. Although it is true that the address was printed incorrectly on the check, there was still the possibility for a delayed delivery by the [redacted]. By refusing to reissue the check until we have verified that it was undeliverable, we were attempting to prevent further delays.
Nonetheless, at Ms. [redacted]'s insistence, on Wednesday, August 13, 2015, we put a stop payment on the check and have reissued it to the correct address. It has already been entered into the system for accounts payable and will be processed in tomorrow's batch. Ms. [redacted] contacted us today to inform us that the check we had issued previously arrived. Although we anticipate that the check we issue this week will arrive early next, based on this additional information, we recommend waiting until Friday, August 28, 2015, before reporting failure to receive payment, in case there are delays in processing between the financial institution and point of delivery.
We strive to provide quality service and hope to improve Ms. [redacted]'s experience on current and future claims.
Sincerely,The Allied Team

Allied Home Warranty covers the repair or replacement of the components that have caused operational failure due to normal wear and tear. In order to provide the best long-term resolution, we put our service vendors through a rigorous vetting process so that we can rely on their recommendations when we authorize coverage.
The total cost of the services came to $890.00. Of this, $490.00 was for 14 pounds of R-22 refrigerant, which is excluded under paragraph 6 of the warranty Contract. The remaining charge of $400.00 was not itemized, and included the following:
1.       Refrigerant coil repair at condenser (covered under paragraph 2)
2.       Nitrogen (excluded under paragraph 6 - hazardous material)
3.       Leak search (excluded under paragraph 6 - leak detection)
4.       Welding supplies (non-specified, possibly covered under paragraph 2)
5.       Deep system vacuum (excluded under paragraph 6 - hazardous material)
 
The amount of $175.00 is the estimated amount of the materials and labor charges for the coil repair, based on charges for covered and non-covered items that we typically see from our own service vendors. This is in accordance with our Contract, which states: “Allied, at its option, may offer cash in the amount of Allied’s estimated cost, instead of repair or replacement.”
In conclusion, while we regret the inconvenience experienced by Mr. [redacted], we have made every effort to honor the offer of coverage his warranty provided, and are still attempting to bring this matter to a satisfactory conclusion, even though Allied Home Warranty no longer provides service to his properties.

I am sorry to hear that Mr. [redacted] was not satisfied with the service provided by our vendor. We make every effort to ensure the best performance from our service vendors and have asked for copies of his technicians' diagnoses so we may review them with our own technicians. We are cancelling his account effective immediately as requested and issuing a refund for the unused service period, less the amount we've spent on coverage for his plumbing claim and a $25 Processing fee, as described in the One Page Contract. Mr. [redacted] will receive two checks, one as reimbursement for the $60 he paid to Air 3000, and another in the amount of $229.60. We are shipping them to his property address.Thank you for your feedback,Theresa [redacted]Allied Home Warranty

Thank you for bringing our attention to the delay in the arrival of Mr. [redacted]'s gift card. We regret any inconvenience caused by the delay.
According to our records, the card request was processed May 4, 2015, as promised; however, there was a delay in shipment from the retailer. On May 29, 2015, one of our representatives contacted Mr. [redacted] and confirmed the arrival of the card. We trust that the matter has been resolved to his satisfaction.
Sincerely,
The Allied Team

Sent: Monday, June 01, 2015 2:35 PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] The warranty contract excludes coverage for water remediation and consequential damages. Clearing the drain line with nitrogen is listed on the service request, and the...

technician did state there was a danger of the line backing up again. Nonetheless, We would like to offer Mr. [redacted] a reimbursement in the amount of $160.00. This should be sufficient to reimburse him for the services provided by both technicians who serviced his AC system.  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

We appreciate the time that [redacted] has taken to express his concerns regarding the value he received from his surge protection program. It appears that he may have had some misconceptions about the program that we wish to clarify.
Allied Home Warranty does not provide insurance. We are a warranty company and there are specific terms and limitations to the program that were explained in the documentation that was mailed to him upon establishing his Warranty. The purpose of a warranty is to limit out of pocket costs due to damages in appliances and electronics, not cover them at [redacted]%.
There has been no charge to [redacted] for this service, which was provided free through his energy provider, Reliant. We have made every effort to satisfy [redacted] within the limits of this complementary program, for which he has been charged neither a monthly service fee, nor any charge at point-of-use.
At no time did we agree to offer cash for the full retail value of [redacted]’ electronics. The YOUR COVERAGE document that was mailed to [redacted] upon the initiation of his free warranty did state, “Allied, at its option, may offer cash in the amount of Allied’s estimated cost, instead of repair or replacement.” Our representatives are also well educated in the warranty terms and are required to provide full disclosure whenever a client calls in with a claim. (Emphasis added.) Allied’s estimated cost for a surround sound receiver is well below retail value.
[redacted] has stated in his response to the Revdex.com that $[redacted] was an insufficient payout on his sound system; however, we have record of his verbal agreement to accept a check for $[redacted] without further dispute. We did not close his claim until he had accepted the offer for reimbursement.
We sincerely regret that [redacted] is dissatisfied with the limitations of his free warranty program. We do strive to provide peace of mind through assistance to our clients in their home repairs, and part of that effort is establishing realistic expectations for what the warranty will and will not do.