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.   Sent: Friday, September 09, 2016 4:15 PM Subject: Re: Complaint #[redacted]Hello Dr Team,Problem #2 - Allied/NRG/Lone Star has now refunded the $7,200 overcharge to my credit card.Problem #1 - I've received no further notification as to the disposition of my complaint.  An initial minimal offer was made by Allied and declined.  I've followed up with Theresa at Allied twice since then. Should I file a complaint with the State Attorney General, or instigate other dispute resolution process?[redacted]

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. Sent: Tuesday, July 05, 2016 10:02 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]Our complaint against Allied has been resolved

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.  Allied Warranty is lying and never made one attempt to contact me to resolve this and my phone records will prove that.  They are unethical and unprofessional.  Ever since I filed this complaint with the Revdex.com, Allied Warranty has ceased all Comunications with me.  I find it interesting that when I called my electric service provider, [redacted], who sold me the monthly surge plan offered by Allied Warranty a few minutes ago and I told them that Allied Warranty is purposely not communicating with me and appears to be refusing to resolve this issue that all of a sudden I get this notification from Revdex.com with Allied Warranty's false claim about communicating with me.   Allied Warranty has lied and has made absolutely NO attempt to contact me to settle this issue.  It appears to me that they are trying to drag things out as long as they can in their attempt not to honor their warranty obligations, probably hoping that by stalling, the warranty obligation may expire.  The claim was initially made in June 2016, now it is August 30th with no end in sight.   Allied Warranty has been deceitful and unprofessional with me.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Hello Mr. [redacted],   My name is Missael and I am with Allied Home Warranty’s Customer Dispute Resolutions department. I apologize for any confusion in regards to the additional fees that are due to diagnose the issue. You are correct that Allied only provides coverage for the 1st hour of diagnosis...

and if the technician requires additional time to locate source of the issue, we would consider that additional time as a non-covered item since the issue is not “easily accessible to perform the service request.” That guideline is found in Section B, Paragraph 1 Line C. and so, if you wanted us to provide coverage to your issue we would need to diagnose further to find out where the issue lies. To be able to move forwards with the additional diagnosis and receive assistance with your issue, you would need to contact the vendor and let them know that you want to move forwards with the additional diagnosis otherwise we are unable to assist you further.   Thank you for bringing your question to my attention, Missael

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.  
Sent: Friday, May 06, 2016 10:21 AM Subject: Case # [redacted] Issue has NOT been resolved My last communication stated there have been four vendors who have fallen short on the repair of my refrigerator. I do not believe that Allied Home Warranty has fulfilled their contractual obligation to assist with the repair of my appliance hence they need to refund me for a service which I paid for which they did not deliver on.   My seeking legal counsel is pending a fair resolution through this venue.

We are sorry that **. [redacted] has had to bring her complaint to the Revdex.com for resolution.
The agent who initially reviewed her claim mistakenly believed that the service caps were installed because they were missing, not that they were damaged components. In light of the additional information provided in **. [redacted]’ response, we have authorized reimbursement of $50 for the service caps on her air conditioner.
We hope that **. [redacted] is satisfied that Allied Home Warranty honors the Warranty contract, and will make corrections when necessary to fulfill our obligations. Thank you again for bringing this matter to our attention.
The Allied Team

We have reached out to Mr. [redacted] with the results of our review. After investigating his dispute of our initial offer, we have increased it to $500.00, which he accepted this morning. It will arrive within four weeks.
Again, we regret the inconvenience this matter has caused him, and have used his feedback as an opportunity to improve the performance of our agents.

I have sent a copy of the entire contract that Allied provides; and I have highlighted the portion that states they will provide replacement systems. The verbatim is listed below:"Allied will provide replacement systems or appliances with similar features, capacity and efficiency, but will not be responsible for matching dimensions, brand or color."Allied is saying that they are not responsible for the replacement of my unit; but they are and they cover it. Allied references contracts that were not provided to me, the consumer which is a very deceptive practice. Thank you

Thank you for giving us the opportunity to address Ms. [redacted]’s concerns via her complaint to the Revdex.com. We are sorry that she found it necessary to do this and regret any inconvenience she has been caused.
According to our records, the reimbursement for her garage door claim was...

authorized on November 8, 2014, but we did not receive her acceptance of the offer until July 9, 2015. The cause of this lapse is not clear from our records; but we have verified that a check was sent out on July 31, 2015.
Before we can reissue the check, we must establish that the check already mailed is undeliverable. Our accounting department is watching for the check to be returned, and we have asked Ms. [redacted] to notify us should the check arrive.
If the check we already sent is not deliverable, we will reissue the check and expedite it to her. We appreciate her patience and trust that this will resolve the matter to her satisfaction.
Respectfully,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.  
It is not an issue if water damage is covered by the warranty. Allied home warranty is responsible for the water damage caused by their AC technician's improper work.
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.  
Sent: Tuesday, April 11, 2017 4:56 PMSubject: RE: [redacted] Reimbursement offered Good afternoon Theresa Today will make 8 weeks and as of today I have not received the reimbursement check for the above listed claim.  Can you please advise me on the status of the payment? Thank you, [redacted]

Thank you for your feedback. I'm sorry that you found it necessary to escalate this matter through the Revdex.com and any inconvenience you've been caused. I appreciate your time and will investigate this matter. In your complaint and our conversation this morning, you stated that the technicians that...

arrived from [redacted] (Formerly [redacted] were responsible for further damages to your system when they came out for repairs. I assure you that this is not typical of their performance.Furthermore, you had been told by one of our Resolutions agents that you were authorized to complete the replacement of a control board outside of our vendor network, when it was under Warranty with [redacted] while that technician was on site and before you authorized him to complete the work.I will listen to the recording of that call and review the history of this claim with that agent and management for [redacted]'s HVAC team. I should have this matter resolved for you no later than Monday.Warm regards,Theresa B[redacted]Resolutions Specialist

Thank you for providing Ms. [redacted]'s feedback. Allied views all feedback as an opportunity to improve our customers' experience I have reviewed the history of her AC Claim and hope to dispel some of the confusion regarding the terms and limitations of the service agreement.The One-page Contract...

does include coverage for AC Systems; however, in order to be eligible for coverage an item must be:1.    Mechanical in nature2.    Causing operational failure3.    Due to normal wear & tearEligibility requirements are covered in paragraph 2 of the Contract, which I have attached for your convenience.Coverage exclusions are explained in Paragraph 6 of the Contract, and includes the following: “upgrades (except for replacing covered A/C condensers with 13 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. (emphasis added)” All of the non-covered items listed in the email Kristen sent fall into one of the categories in bold above.Paragraph 6 also states that Allied does not match brands. Depending on whether a manufacturer’s specific part is required, Allied’s coverage for standard or universal parts may not cover the entire amount of a part required for any specific system.The One-page Contract was approved by the Texas Real Estate Commission;
however, we have received a lot of feedback about the Contract and in
response to that feedback, we released a new Contract in November 2016.
The new Contract will take effect for your plan upon your service
anniversary in July. Although the coverage remains the same in most
situations, the language regarding covered and non-covered items is more
specific.In addition to providing this information in the One-page Contract, our agents are trained to provide trade-specific disclosures with every claim initiated, so that our clients are prepared for the possibility of additional out-of-pocket costs before the technician arrives. I have verified that the agent who initiated Ms. [redacted]'s claim read the following required disclosure: “A $60 Service Fee is due to the contractor upon arrival to your home.  Allied Home Warranty covers the major components and parts that affect the operation of the system when damage is caused by normal wear and tear.  There may be situations that result in additional costs not covered by your warranty, such as additional modifications, access issues, upgrades, disposal fees, Freon, or specialty tests that may be needed to get your system operational.”As both the disclosure and the Contract were made available to Ms. [redacted] prior to the technician’s service call, I cannot come to the conclusion that Allied did not inform her regarding the terms and conditions of the Warranty prior to the technician delivering options to replace the system.No Warranty will offer 100% Coverage regardless of work required to get your system operational, and Allied’s limitations are standard in the industry. We have applied coverage to the replacement of the evaporator coil and condenser service valve in the amount of $820.00. We then exceeded the coverage limitations to arrange an additional discount of $232.00 from the Vendor. This is a total value of $1052.00 from the Vendor’s retail pricing. We also offered to review the second opinions you had received to see if they qualified to take advantage of NRG Home Services’ Price-Match Guarantee (see second attachment).Due to the length of time since the claim was approved, I’m afraid the offer above is no longer valid. Before we can proceed, we would need to have another technician evaluate the system to ensure that no secondary damages have been sustained since the initial diagnosis in October. I could arrange to have a field supervisor come out to evaluate the system with no additional service fee, and have emailed Ms. [redacted] to ask how she would like to proceed.I await Ms. [redacted]'s response to my emailTheresa [redacted]Customer Resolutions Representative

In regards to Mr. [redacted]'s claim, we received an emergency call during our after hours on Saturday, 1/28/17. We returned the call the following business day Sunday, 1/29/17 to offer Self Service Authorization for faster service.  In addition, we sent an email listing the guidelines and...

instructions. Mr. [redacted] did submit an invoice upon completion of his Self Service Authorization however, upon review; the invoice stated the grinder pump was replaced. Mr. [redacted] does have Optional Coverage of Septic Pump and Pumping on his Texas Current Homeowner Plan ([redacted]) which covers a sewage ejector, jet or aerobic pump and one septic pumping, if due to a tank back up. The grinder pump is not covered under this option which is stated in our one page contract. In order to prevent any confusion or misunderstanding’s, I emailed Mr. [redacted] the minor differences between a Sewage [redacted] versus a Sewage Grinder pump which are two common plumbing components that can be misinterpreted. He still insisted it was part of the Sewage [redacted] which I was willing to take the time and explain the difference of both components, however, at that point, he disconnected the call. I am more than willing assist Mr. [redacted] in explaining in detail all of his coverage and non covered items, which is our objective here at Allied.

[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 disagree with the technician saying that he called indicating he left a message. I have dealt with Allied Warranty in the past and never had an issue making payment for service nor receiving a timely report. I believe the technician dropped the ball on this as I had to call to get a report. I offered to submit a copy of my cell phone bill to show that I did not receive a call from the technician. I am not here to dispute whether he called or did not call. So I wanted my comment and response to be documented.However, 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. [redacted]

Allied Home Warranty and [redacted] are affiliated companies, and this information is publicly available. We feel that offering an affiliated service provider provides many benefits to our clients, including a higher level of accountability than we can offer with a non-affiliated service vendor.
We take allegations of neglect very seriously and will perform all due diligence in the event that such a concern is brought to our attention. Furthermore, we have found that [redacted] has been quick to make reparations in the rare event that it can be demonstrated that one of their technicians was responsible for damage to the home.
We appreciate that the clients have invited [redacted] supervisor technicians back into the home to evaluate the system; however, sending a technician today will do nothing to establish the condition of the system on May 8, 2015. Had the clients informed [redacted] or Allied of the problem rather than seeking outside assistance, we would have been better able to address the issue.
Although it has been established that [redacted] performed the same service of clearing a drain line that [redacted] provided four days before, we have not found sufficient evidence that the technician sent by [redacted] failed to perform the nitrogen blow out according to standard procedures. Timing alone is insufficient to establish liability.
The matter is further obscured by the fact that in order for the water to have overflowed onto the ceiling, both the primary and the auxiliary drains would have had to have been blocked. According to the description that the clients provided when they called in the claim, only the primary drain line was blocked. The auxiliary drain was apparently clear; therefore, there was no reason for the technician we sent to have believed that line to be in need of clearing when he arrived.
Frequently the technicians we send will make recommendations to provide long-term solutions to our clients in addition to providing an immediate remedy. The float switch is a relatively inexpensive upgrade. It shuts off the system in the event that water builds up from a blocked drain. Although it is not necessary for the HVAC system to run, a float switch is a code requirement in many cities and highly recommended to protect the home from potential damage.
It has been established and well documented that the technician from [redacted] made no guarantees about the line staying clear and recommended a float switch to prevent possible secondary damage in the event that a blockage re-occurred. When the clients refused the recommendation to install the float switch, the technician wrote clearly on his report “[redacted] will not be responsible for any water damage.” By accepting his report and authorizing only the clearing of the drain line, the clients assumed responsibility for water damage before work was performed.
We regret any inconvenience our clients have been caused in this matter and have made a sincere effort to resolve their dispute, even exceeding the limitations of the Warranty. We have covered the nitrogen blow out and even offered to reimburse the clients for work performed outside the Warranty. Nonetheless, we cannot support the claim that [redacted] is responsible for the water damage to [redacted]’s ceiling, and do not cover secondary damage under the Contract.

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.  We will contact Allied Home Warranty about coverage when one or both of our furnaces fail.

Hello Mrs. [redacted],   My name is Missael and I am with Allied Home Warranty’s Customer Dispute Resolution Department. Thank you for bringing this matter to my attention and I sincerely apologize for the delay in our response but I wanted to reach out to you with an update in...

regards to your refrigerator. I am currently speaking with both GM Appliance and our Service department to find out the viability and possible longevity of making repairs to the refrigerator and unfortunately have not come to a decision. I want to provide you with my direct email (Missael.[redacted]@alliedhomewarranty.com) if you have any questions, concerns or just need a update while this process is ongoing and you should be hearing from me no later than Wednesday this week as to what has been determined.   Thank you for your patience, Missael

Thank you for giving me the opportunity to address Mr. [redacted] concerns. Allied Home Warranty views all feedback as positive, as it gives us the opportunity to improve our service.I am investigating his complaint with our vendor Air 3000. Once I have concluded my research I will respond to him...

and the Revdex.com with the results in writing.Respectfully,Theresa [redacted]Resolutions SpecialistAllied Home Warranty

Thank you for giving us the opportunity to address Mr. [redacted] concerns. I do apologize for the delay in responding to his request to speak with a supervisor. Allied Home Warranty covers materials and labor to replace failed components in the plumbing system, but upon investigation, we found...

that a large portion of the materials and labor to replace the damaged sewer line at Mr. [redacted] property was the result of non-covered items associated with the replacement of piping. In addition to mounting replacements for failed components, [redacted]’ pricing included the following, which are excluded from coverage under the warranty. Access: digging/backfilling Clearing the work area and preparing it for new equipment Permits/Inspections Disposal of old piping/fittings Site clean-up to bring it as close to original condition as possible   Although we could find no error in the amount of coverage offered under the warranty, I notified Mr. [redacted] of [redacted]’ Price Match Guarantee. I am waiting for his response to our offer to negotiate with [redacted] for a refund on Non-covered items with the use of a second opinion that he provides.   Sincerely, Theresa [redacted]