Allied Warranty, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  The information provided by the company does not include any new information.  The information provided has already been provided in a previous response.  
Regards,
[redacted]

Thank you for giving us the opportunity to address Mr. [redacted]’ concerns. We consider him a valued client and have reached out to him with what we hope to be a satisfactory resolution.
[redacted] was contracted by the client originally to perform leak detection, since the service vendor we...

supplied was unable to provide that service and the location of the leak was not evident through visual inspection. In order to expedite repairs, Allied Home Warranty offered Mr. [redacted] Self-Service Authorization on March 11, 2015. Under this offer, Allied Home Warranty agreed to reimburse Mr. [redacted] at our estimated cost for any repairs provided by [redacted] that were covered under the warranty. This was disclosed to him by one of our supervisors when the offer for Self-Service Authorization was made. Allied’s cost for such repairs is not typically full retail value, and the same exclusions that apply to claims serviced by our vendors apply to Self-Service.
According to the One-Page Contract, Allied Home Warranty will cover repair or replacement to any part of his existing system that was mechanically failing due to normal wear and tear. This includes any pipe at the point of a plumbing breach, up to three feet. Excluded from coverage is any pipe beyond three feet where the pipe is not failing. Also excluded from coverage are access fees, code requirements, upgrades, and modifications.
Mr. [redacted] supplied us with his invoice and we reviewed it for coverage. According to the invoice, the technician did not repair the existing plumbing system; due to the location of the leak. Of the costs for rerouting, $340.00 was charged for plumbing materials and the rest was in labor, but there was no description of the labor to determine what part of that labor was in setting the pipe, and what part was for making access, providing modifications, and resolving code violations.
Reaching the plumbing failure would have required access through the slab foundation, and it is a common practice to modify the plumbing system rather than replace existing parts in the event that the leak must be accessed in such a way, as this is frequently more economical. However, even as an alternative to replacing failing plumbing equipment, there is no provision for rerouting plumbing in the warranty contract. It is very likely that [redacted] did save the client money by rerouting the plumbing system rather than replacing the damaged pipe; however, this is a case wherein we are comparing the out-of-pocket for one type of non-covered-item (plumbing modifications) against another (access fees).
Even though the contract does not provide for coverage of plumbing modifications, we did offer reimbursement of $173.60, which is our estimated cost for replacement piping at the point of a plumbing breach. After investigating the history of this claim, a resolutions agent reached out to Mr. [redacted] with the offer for a courtesy reimbursement of $400.00, which was rejected.
Since Allied Home Warranty has gone above and beyond the terms of the contract in an effort to satisfy the client, we are closing his case at this time. Should he change his mind about accepting the reimbursement, we would be happy to hear from him.
Warm regards,The Allied Team

Thank you for taking the time to bring [redacted] concerns to our attention. We strive to provide quality service on every claim, and consider feedback to be a valuable tool in establishing service expectations with our agents and our contractors.
We do not produce any literature that...

states that there will be no out of pocket on service calls. Allied Home Warranty offers to cover the repair or replacement of several home systems and appliances when they have become inoperable due to normal wear and tear. There are many limitations and exclusions to the Warranty, but they are explained in writing in the One-Page Contract (attached), and in verbal disclosures when clients call in with a claim.
[redacted] have had a home Warranty with us since August 29, 2015. In addition they had a free Warranty product provided through [redacted] with their energy plan that offered $150 per claim for coverage to their HVAC, plumbing and electrical systems. The Warranties were separate products and could not be stacked.
We can find no record of any claim that was denied coverage that the client was entitled to under the Contract:
·         Their first claim was opened September 3, 2014, for a microwave that was failing to cook popcorn. The technician reported that the microwave was not inoperable, but the sensor that provides the automatic popcorn feature was malfunctioning; therefore the claim was denied on the basis that the microwave could function without that feature. This limitation is explained in Paragraph 2 of the Contract.
·         Their second claim was opened at the same time, for their oven, but we never received a report from the service vendor, nor do we have record that the clients requested assistance in completing service on the claim. The claim remained opened pending further contact on the matter.
·         Their third claim was opened September 9, 2014, and Allied Home Warranty authorized the replacement of their garage door opener, which we covered in the amount of $240.00. Allied Home Warranty was never informed of any difficulties with the installation of the unit.
·         Their fourth claim was also opened on September 9, 2014, on their water heater. The pilot light was not staying lit. The technician who diagnosed the system provided several options to replace the water heater, which Allied would cover in the amount of $500.00; however, Allied does not cover any access fees, disposal fees, system modifications, and code requirements that may be necessary during the installation of the equipment covered by the Warranty, as explained in Paragraph 6 of the Contract. The clients did not provide authorization for the water heater replacement at that time.
·         Their fifth claim was opened September 15, 2014, and Allied Home Warranty authorized the repair of the pool’s filtration system, covering $181.48. Allied Home Warranty was never informed of any difficulties with the repair of the pool filter.
·         Their sixth claim was opened October 16, 2014, for a leak discovered in the bathroom. This was not attributed to a mechanical failure within the plumbing system, but damage to the wax seal around the base of the toilet. The technician pulled and reset the toilet, but since there was no mechanical failure to cover, the clients were responsible for the service charges. This limitation is explained in Paragraph 2 of the Contract.
·         Their final claim was opened June 15, 2015, for their upstairs air conditioning unit. The technician has reported that the fan motor was damaged, most likely due to a leak in the evaporator coil. Allied Home Warranty approved coverage for the evaporator coil in the amount of $495.00. Even though secondary damage is excluded in the warranty, the agent who reviewed the claim exceeded that limitation by authorizing an additional $395.00 for the motor. The client would have had an out of pocket due of $1400.00, for non-covered items associated with the installation of the coil, as detailed in Paragraph 6 of the Contract.
Allied Home Warranty has acknowledged that there were errors in the processing of the claim on the air conditioner, which resulted in delays of service. When the clients reported the failure in their air conditioner on June 15, 2015, the agent who opened their claim linked it to the free contract in error. This created considerable confusion when the service vendor initially reported his findings to the Claims department.
This error was corrected on June 19, 2015, and we have made several attempts since then to resolve this matter. This required coordinating between several internal departments and our service vendor. [redacted] spoke with a supervisor on June 22, 2015, who was attempting to resolve her dispute by reaching out to the vendor for clarification on the diagnosis and recommendations as well as the out-of-pocket and scheduling; however, before the supervisor could conclude this business, the client disconnected the call. When the supervisor attempted to get the client back on the line, there was no answer.
Later that day, [redacted] requested cancellation of her account. The agent who assisted her on that call again offered to look into the claim and bring it to a satisfactory resolution, but she refused the assistance. The agent advised her that Allied Home Warranty would deduct our costs in servicing her contract, as well as a $25 administration charge for early termination, as provided for in the One-page Contract, leaving her with no reimbursement due on the unused service period.
Furthermore, [redacted] spoke with another supervisor shortly afterward and informed her that they were planning to have repairs done out-of-pocket by a retail service provider. Again when the supervisor offered her assistance to resolve the issue, [redacted] declined.
In response to their complaint with the Revdex.com, we have again reached out to [redacted] in an attempt to resolve the claim on their air conditioner. We offered to reactivate their account and offer cash reimbursement at our estimated cost for repairs performed by the qualified contractor of their preference, upon receipt of a copy of the paid invoice. Since their contract period has already been paid in full and was not entitled to reimbursement upon cancellation, there was no risk to the clients in this offer. Again, [redacted] declined this assistance.
Allied Home Warranty has offered coverage in excess of $1400.00 on their seven claims and has taken advantage of every opportunity that [redacted] have given us to resolve their concerns and provide service. Our current offer to reactivate their account and offer coverage for their most recent claim is still valid for the next 30 days, should [redacted] change their minds and choose to accept our assistance.

I sincerely regret the lack of communication with Mr. [redacted]. I have been following up with our vendor and appreciate the patience that Mr. [redacted] has had with us.According to the technician, [redacted] has scheduled repair of the drain pan that's been leaking at the client's property. They will...

also be repairing the secondary damages to the home, once they are certain that there is no more occuring. I will continue to monitor the progress of the repairs and do better to keep Mr. [redacted] informed of my progress.Thank you for giving us this opportunity to assist the client,Theresa [redacted]

Hello According to our records, the vendor assigned to the claim on your plumbing issue is [redacted] and they can be reached at [redacted]  They have tried a few times now to schedule with you for this claim.  Please let me know if you would like us to try setting up another appointment time for this claim.Thanks,[redacted]

Thank you for giving us the opportunity to address Mr. [redacted]’s concerns. We are sorry that he found it necessary to bring this matter to the attention of the Revdex.com. According to our records, his contract was cancelled, as requested, effective February 12, 2016, and his billing cycle was...

semiannual every February/August, so we don’t yet know why charges appeared on his bank statement. We are reaching out to him for some additional information to help us identify the error that caused the charges. We will issue any necessary refunds once we have found the source of the charge.We will continue attempting to reach Mr. [redacted], but he can also call our agents at his convenience by dialing 866-791-1200.Warm Regards,The Allied Team

Thank you for bringing this matter to our attention. We have been speaking with Mr. [redacted] regarding his microwave claim and sincerely regret any frustration he was caused in the process. According to our records, Mr. [redacted] accepted the cash-out we offered on Friday, which included our estimated cost...

for an over-the-range microwave including an additional $50 offered as a courtesy to help offset the costs of installation.
We understand that Mr. [redacted] would have preferred that we provide a microwave replacement rather than the cash offer; however, the One-Page Contract (attached) does give us the option to provide cash in lieu of repair or replacement in Paragraph 6. Allied Home Warranty provides for a similar type of appliance, but we do not match brands, colors or dimensions. In other words, the amount of the coverage is intended to provide for the primary operation of the appliance that was damaged with similar capacity and efficiency. These conditions are disclosed in the Contract, available online at www.alliedhomewarranty.com, and in verbal disclosures required by our agents whenever an appliance claim is opened.
Cash reimbursements are made at Allied’s estimated cost for the same types of appliances. Were we to purchase appliances for our clients, we would negotiate bulk contracts for builder’s grade appliances at far below their retail value. Then our clients would be restricted to putting those specific appliances in their home. By offering cash in the amount we estimate that we would have paid for a particular type of appliance, rather than purchasing the appliance itself, we offer the freedom to match the features and brands our clients prefer, without driving up the cost of Warranty premiums. Allied is providing assistance to bring down the out-of-pocket for replacement appliances, which is then dependent on whatever the client prefers to accommodate their lifestyle. In this way, offering the cash-out did meet our obligation under the Warranty.
Mr. [redacted]’s contract began May 21, 2015, during which time we were covering not only his microwave but also his plumbing, electrical and HVAC system, water heater, garbage disposal, range (oven/cooktop) and dishwasher. The total amount of the cash-out offered to Mr. [redacted] was $219, and we have record of his verbal acceptance of this offer on the afternoon of March 25, 2016. We hope that this addresses all of the concerns detailed in his complaint; but if he needs any further assistance, we welcome his call.

Allied has reviewed the customers account.  The records indicate the customer purchased a residential service contract from Allied on 4/25/13 and the contract expired on 5/25/14.  The purchased coverage included the based coverage, including the upgrade coverage that includes...

"Refrigerator, Washer and Dryer".  The records further indicate the customer submitted an online inquiry on 6/24/14 stating "My poolman advises that the filter for the pool needs to be repaired/replaced.  He can do the work, if you want to proceed that way. We need to have work done asap.  Please advise."  The inquiry submitted was nearly 30 days past the expiration date of the service contract.  Allied's records show the customer service manager reviewed the inquiry and advised the customer that his warranty contract has expired and even if coverage was still active, no coverage would apply since "Pool and Spa Equipment" coverage was never purchased.  To date the customer has not purchased any additional pool coverage, nor has the customer renewed the policy.  Allied has several licensed pool contractors in the Houston market and would have no issue locating a contractor if indeed service was needed.  We hope this helps clarify any misunderstanding.  If the customer has any questions, they can contact Allied directly at [redacted].  Thank you for bringing your matter to our attention.  The Allied Team

Allied has recieved and reviewed the complaint.  Thank you for brining this to our attention.  Review of the claim indiates that a reimbursement in the amount of $416.24 was set up and pending, until confirmation from the customer was recieved on where to send the payment.  Our...

records indicate that voicemails were left.  On June 21st, a manager contacted the customer and reviewed the information, including the acknowledgement of the reimbursement amount.  The customer was unaware of the claim determination and the reimbursement.  We apologize for any inconvenience we may have caused.  The customer has acknowledged the satifaction of the refund amount.Sincerely,The Allied Warranty Customer Care Team

I have asked a manager from NRG Home Services to reach out to Mr. [redacted] and followed up with phone calls and emails to bring this matter to resolution, but my attempts to contact him have been unsuccessful. I have provided him my direct telephone number and he may call me at his convenience Monday-Friday 10-7pm.I do want to ensure that he is satisfied with the Warranty, and hope that he has a better understanding from my messages to the Revdex.com what his Warranty is expected to provide.Thank you,Theresa [redacted]Resolutions Specialist

Allied has reviewed the customer's response.  Allied apologizes for any confusion or miss communication.  Allied strives to provide top notch service to all of our clients.  We also apologize that you feel we were unable to provide any value to you.  During this complaint process we spoke directly with [redacted] about the [redacted]er, including each of your concerns both with [redacted] and [redacted].  Our records indicate that [redacted] contacted you directly and left a voicemail, however no return call was made.  The contractor felt obligated to address your [redacted] and wanted to resolve the [redacted]er.  Since no further communication was returned, Allied honored your request of cancellation.  Furthermore, Allied gave you a full refund of the policy.  In addition to the refund, Allied waived the administration fee and did not pro-rate any funds.  It's important to know Allied takes all [redacted]ers seriously and all feedback is important.  Your [redacted] did not go unnoticed and has been taken with great consideration internally.  We hope this resolves your expectations and you have a better understanding of what a residential service contract covers.  If you have any questions, please contact Allied directly at [redacted].  Thank you for bringing your [redacted]er to our attention.The Allied Team

We have investigated this matter thoroughly and discussed the service call with [redacted] management and the technician sent out. While we understand the frustration caused by water damage and requiring a second service call, we cannot agree that the responsibility for the water damage lies with [redacted] or Allied Home Warranty.
According to the report from the service call, and verified in our investigation, the technician we sent on this call did report that his clearing the drain line might not resolve the issue, and noted the lack of a float switch. Although he recommended the installation of a float switch to prevent water damage in the event that the drain line backed up again, the clients refused the modification. As a result, [redacted] stated at that time that they would deny any responsibility for water damage.
As it was the home owners who decided not to install the recommended float switch, even in light of the technician’s warning that his work to clear the drain might not provide lasting results, we cannot support the claim that [redacted] is responsible for the water damage to the home.
We are offering to reimburse our clients for the services provided by the technicians who came to their home, not because of any responsibility for the damage, but because we wish to resolve their claim in a satisfactory manner. Although the contract states that we will not provide reimbursement for work performed without prior written authorization, we have agreed to include reimbursement for the outside contractor as a gesture of good will.
We regret any inconvenience this matter has caused [redacted] and [redacted], and we hope that they will accept our offer in the spirit that it was intended; however, we cannot agree to compensate them for secondary damages not covered by the warranty.
Sincerely,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.  
Complaint Detail / ProblemComplaint Type:Contract IssuesselectProblem:I filed a complaint (Complaint ID: [redacted]) with the Revdex.com on 06/10/2016 that was never resolved. Allied Home Warranty promised me a refund of $395. I have emailed the company numerous times to get confirmation of my refund, but have not received any feedback, and that has been almost three weeks ago.TranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:Get my $395 check sent to me.

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.  [redacted]/Allied Home Warranty have not properly fulfilled the obligation to provide $1500 in warranty benefits for the repair of my AC and any services I have cancelled are the direct result of the inability of [redacted]/Allied Home Warrant's failure to render acceptable warranty service.  The business is a scam and a total disgrace.
Regards,
[redacted]

[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.

Hello Mr. [redacted],   My name is Missael and I am with Allied Home Warranty’s Customer Disputes resolutions department. I am sorry to hear that you did not have a pleasant experience in dealing with our company but I am glad you have brought it up to our attention and I would be more than happy to...

help. I did want to go ahead and clarify what the contract covers. We will only ever provide coverage for Self Service Authorization (SSA) in the amount of Allied’s estimated cost for parts and labor as outlined in terms of our contract under Section F Paragraph 1, where it reads: “Allied, at its sole discretion, will determine whether to repair or replace. Allied may offer You the option of accepting cash in lieu of repair or replacement services. This offered amount is based on the amount Allied would typically pay for parts and labor for covered items from its network of Service Contractors. Allied is not obligated to extend such an offer.” So under those guidelines, we would only pay out what we would normally pay if we sent out a vendor and of course, the exclusions listed under Section F Paragraph 3 would still apply which read: “Allied is not responsible for upgrades (except for replacing covered A/C condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; access (unless additional coverage has been purchased); emergency or after-hours or holiday fees; permits; code violations or requirements (unless additional coverage has been purchased); manufacturer warranty or recall; homeowners insurance coverage; self-attempted repairs; relocation of equipment; commercial-grade equipment; solar or geothermal equipment; disposal; portable equipment (including window units); all-in-one appliance units; failure to provide timely service; undersized or inefficient systems; maintenance or cleaning; restoration or remediation; cosmetic defects; hazardous materials (or remediation of hazardous materials); leak tests; camera’s utilized for diagnosis or inspections; refrigerant; electronic management systems; computerized home management systems; living expenses; loss of income; utility bills; guest house(s) or garage apartment(s); fixtures; sprinkler systems; missing parts; detectable pre-existing conditions; Acts of God; or for any incidental; indirect or consequential damages; injuries or losses. In addition, you may be responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirements.” So to give you an idea of items that are not covered, some common non-covered items under the warranty for a furnace replacement are as follows: Preparing the existing area for the new equipmentRemoving and reinstalling the low voltage wiringRemoving and reinstalling the 120 volt electrical systemAny furnace stands or and hanging kitsDuct transition modificationsRemoving and installing old or new vent pipe/cap/collarHard casting or sealing ducts to the new unitInstalling a new gas hard pipe and drip leg with gas flexProper disposal and haul away This list is not all inclusive and there may be items that are not covered under the warranty that are not listed. I called [redacted] to collect a more itemized/broken down invoice as I did see that you have the Plus 400 which adds coverage to your contract for leak tests, permits, code violations/requirements and access costs and from what they let me know, they did pull a permit to be able to perform the work but were not able to provide me with specifics as they stated that they would not do so without a customer’s approval. If you could have them submit to us a break down on the cost of permits, any code requirements or violations or even access costs then I would be able to move forwards with an expedited review of the invoice to get more coverage on this claim. You can send the invoice directly to me under Missael.[redacted]@Alliedhomewarranty.com as well as feel free to contact me if you have any questions or concerns. Thank you for your time, Missael

We apologize for any inconvenience and discomfort that Mr. [redacted] was caused in the course of his AC Claim. Our reputation is very important to us, and it was not our intention to mislead anyone with the language of our contract. It was written to be both simple to read and comprehensive, and it...

can be difficult to strike the right balance between these objectives. Nonetheless, the contract was approved by the [redacted] prior to release. We have worked with the client and with our vendor to find a solution to his repair needs with an acceptable out-of-pocket. Allied Home Warranty appreciates this opportunity to bring the matter to a satisfactory conclusion.

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,

Hello Ms. [redacted],   I wanted to make sure to address your complaints as stated in your reply. I apologize if it seems that all my reply was to you was a couple of sentences with bolded letters and I would heavily recommend, if you haven’t already, reading through the entire reply as it does explain in depth how the warranty functions and how we reach a coverage amount on work orders as well as summarize the non-covered items on the contract. That being said I did want to apologize as I was not aware of any request you had made to speak with a manager but I myself am a manager in the Customer Dispute Resolutions department and I have given you a call and left a voice mail with my name and direct phone number if you would like to speak on the phone.   I want to make sure that we are on the same and I apologize if you not made aware but there is 2 options on this work order, a good repair and the recommended repair. The good repair is to replace the condenser with an R410a condenser and while this isn’t the best repair as I stated previously as it is the most uncertain in terms of longevity, it is also the least expensive to preform standing at $2,286.00 retail cost and while we never recommend making band aid repairs, it would be possible to make one in this case and this option was given to you.   The recommended repair would be to go ahead and replace both the coil and the condenser at the same time to update both to R410a and as I mentioned earlier would be the best repair but also the most expensive one as it would be $ 4,071.00 retail cost.   I as well had some good news in regards to coverage as I did go over your complaint with our service department manager and we agreed to add the full $200.00 from the Plus 200 as a goodwill gesture to assist you with the costs, so the coverage would be increased to $1,071.00. The out of pocket amounts have been updated accordingly and so the cost to replace the condenser would be $1,215.00 and the cost to replace both the condenser and the coil would be $3000.00. If you would like to lower the out of pocket cost, you would need to submit a second opinion for us to review, it would need to be a quote from a vendor similar to the quote that was provided to you and have to be lower than the out of pocket costs for us to take to the vendor for negotiation.     I wanted as well to address your inquiry in regards to our corporate office and as was mentioned to you before, while we do have a corporate office that deals with the background day to day operations, they unfortunately do not speak to clients and as a matter of fact, we do not interact with them at all and as such don’t even have their phone number but I would be more than happy to assist you with any further questions that you might have.   Thank you very much for your time, Missael

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 had two other AC technicians look at our AC and both said all we needed was a system flush $70 total.  Both said our system looked great and did not need to be replaced.  I am filing a compliant with the [redacted] on your deceptive contract, and your so called vetted contractors.  I would like a refund of my money.  Send check to my address and break up the contract.