AmTrust Financial Group

OVERVIEW OF SUBJECT PARTIES:

The type of coverage the consumer has is an extended service
contract designed to provide an extension of same or similar benefits that are provided
under a covered product’s original equipment manufacturer’s warranty
Warrantech Consumer Product Services, Inc(“WCPS”) is the contract
issuer (obligor/provider), as well as the claims and customer service
administrator for the consumer's extended service contract. WCPS is an AmTrust
Financial Company
SUMMARY OF FINDINGS:
After discussion with the servicing center working on the customer’s
work order, WCPS learned that according to Friedrich; the original equipment manufacturer
of the consumer’s A/C unit, the specific part that is required in order to
complete the necessary repairs to the A/C unit is on general back order.
WCPS recognizes that the expectation for the completion of this
repair order keeps inadvertently changing for the worse, and that there appears
to be challenges with the servicer in portraying a proactive attitude toward contacting
the manufacturer for status and/or prompt remedy
Therefore, in
order to maintain a positive relationship with this customer, WCPS will be
procuring a replacement for the consumer’s defective A/C unit equal to the
original purchase price he paid for the original covered unit. The customer has been notified of this decision,
and WCPS is now considering this case to be closed with a satisfied outcome on
behalf of the consumer
NOTE: In recent conversation, WCPS spoke directly with the
consumer and obtained verbal confirmation that the nature and focus of this complaint
was against the servicer and not specifically against WCPS in relation to lack
of follow up to his claim

This is by far the worst experience I've ever encountered with an auto Insurance companyMy car was hit by a taxi that used AmTrust (aka ***) as their commercial insurance companyThe goal of AmTrust is to prevent you from making a claim other than what they have assignedAn adjustor came to inspect my vehicle and assessed the damageHis estimate was approx$and they would mail me a check right awayNo mention on a rental car and no mention of diminished value compensationI had to jump through hoops for theseI took the vehicle to my local auto body shop and was given an estimate of $in damagesI advised AmTrust of the difference and was told I had to arrange for the auto body shop to negotiate with their adjustorI have never heard of such a thing in my life where the customer plays middle manI called the adjustor and he NEVER returned my call I had to search around to find another auto body shop that would do the work for the $estimate When it came time to receive my check, I was sent a check with the wrong name and the wrong addressThe second request for my check was the correct name but a missing apartment numberThe third request was the right street address but the wrong apartment numberThis company makes it very hard for you to #get what you are owed #get your money in a timely manner Absolutely no customer service and severely lacking in competent staff

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved IF AND ONLY IF they cancel the contract and they make the refund to minus the parts and repairs and send the check to me at my address on contract thanks
Sincerely, *** ***
In accordance with the contract I would like to know, after the repair which was just done, the contract was for $3,- $admin fee - $700somethign for part and hours labor, under $1,000, what is the refund amount I would get if I want to cancel the contract please, thanks. I paid the $3,so please make out the roughly $1,- $2,to me *** *** thank you very much. Its just not worth it to me for this contract for what is costs, because they don't use original parts, took more than hours to inspect the car, and I had to ask for a rental car, after the days when it was approved to be fixed. thanks

September **, 2014
[redacted] purchased the "Preferred Date of Purchase
Plan" which is the...

Repair Plan Service Contract offered by hhgregg. We
have confirmed [redacted] purchased this base coverage only and did not
purchase any additional accidental damage from handling coverage.
Under [redacted]'s purchased Service Contract plan, in the
event of a covered claim, labor and/or parts that are required to repair the
Failure of the covered Product is provided.
-To be a "covered claim", the problem must meet
the definition of "Failure" and not be expressly excluded within the
"WHAT IS NOT COVERED SECTION" of the Service Contract terms & conditions document.
--The definition of "Failure" means "means
mechanical or electrical breakdown of Your Product to perform its intended
function due to defects in materials or workmanship during normal usage of Your
Product". It is important to note "due to defects in materials or workmanship" is what is covered under the definition of a
"Failure"; not due to accidental or any other kind of
physically-inflicted damage.
Upon investigation of the servicing [redacted] received on
August [redacted], we confirmed that the technician diagnosed the issue as being a
broken ice chute door which caused warm air to enter the freezer, thus causing the
'defrosting effect' and ice buildup [redacted] was experiencing. The technician
also diagnosed the ice chute as only being able to be broken that way by some
type of accidental or physically-inflicted damage. As explained in the
beginning of this response, only a "Failure" - which is a
mechanical/electrical breakdown due to defects in materials or workmanship - is
covered under [redacted]'s purchased coverage.
-In accordance with exclusion "N" in [redacted]'s
Service Contract terms & conditions, "ACCIDENTAL DAMAGE" is not
covered; and
-In accordance with exclusion "I", "PHYSICAL
DAMAGE" is not covered either.
Based on the facts outlined in this response, our original
position remains in that this claim is denied.

Worst insurance company ever, I have a open claim with them since March [redacted] and they haven't answer anything, I have paid for the total repairs and I lost a lot of income because the auto involved in the crash is for commercial purposes. Never trust this company!!!

Review: I suffered an injury at my place of employment. Unfortunately, I did not qualify for worker's compensation. At the time of the injury , my employer was covered under [redacted] which occurred on 4/*/13. I received notification by [redacted] that I did not qualify for worker's compensation however, as a courtesy my ambulance bill and any balance owed from my emergency room bill after my group insurance was processed would be paid in full. This letter I received on 4/**/13. In June 2013, I received my hospital bill with the remaining balance of $250 and ambulance bill of $951. I immediately called [redacted] at ###-###-####, who informed me that my employer had switched to AmTrust Financial and that they would honor the agreement stipulated on the letter. [redacted] gave me contact information at AmTrust and name of person handling my claim, which was [redacted] at ###-###-####. I immediately contacted [redacted] during the week of August [redacted]. But found out [redacted] was out of town. So I decided to fax him the letter with the agreed conditions and the hospital and ambulance bills. I never heard from [redacted]. So I contacted the office once again in July 2013, which than I was informed that [redacted] was now in charge of my claim. I spoke to her and she agreed to honoring the letter [redacted] had provided me. A month passed and again I continued to receive the same bills. I called [redacted] who had no idea what my claim was nor did she remember what she had agreed to. I spoke with her on 8/**/13 at 11:00am. Eventually, she was able to pull up my file and she promised that AmTrust would pay my ambulance and emergency room bill and that it would be taken care by her at that precise moment. Unfortunately, she lied, because on 9/**/13 I received a bill saying that if I did not submit payment to [redacted] in 10 days, my account would be sent to collections, the same for the ambulance bill. I immediately called AmTrust and requested to speak to [redacted] supervisor, for which she also apologized for [redacted]'s poor customer service and again affirmed that my claim would be taken care of that same day. It is now October ** 2013 and again I have received the same bills not having been paid. I have all documentation of what I have stated in this email and have been contemplating on suing AmTrust. However, if it can be settled in the most civilized way I would be content.Desired Settlement: I want AmTrust to pay my emergency room bill balance of $250 to account [redacted] and ambulance bill of $951 to account [redacted]. This is my last hope of resolving this matter, if not I will definitely sue AmTrust Financial Group for false promises and on top of that for allowing my credit to be damaged for being sent to collections.

Business

Response:

AmTrust North America received a consumer complaint letter sent by [redacted] as she wasn't satisfied with how quickly her bills were paid by AmTrust North America. AmTrust North America took over the handling of [redacted] claim from [redacted] Company. Unfortunately AmTrust North America wasn't aware that [redacted] bills weren't paid by [redacted] Company. [redacted] provided AmTrust North America with the letter from [redacted] Company dated April **, 2013, stating the ambulance and emergency room bills would be paid. AmTrust North America wasn't made aware that the bills weren't paid until [redacted] contacted our office in August 2013. The statement from the hospital was a balance bill which isn't owed on workers' compensation claims. The claim was denied as work-related but since [redacted] was advised the balance bill of $250.00 would be p aid to the hospital we were obligated to pay it. The ambulance statement that was provided to AmTrust North America by [redacted] didn't have enough information to process the bill for payment so the information had to be requested. When [redacted] contacted our office again on September **, 2013, and advised me that she was still getting notices and the bills needed to be paid. I explained to [redacted] why the ambulance bill wasn't paid yet but told her that I will contact the ambulance company and hospital to let them know that we are going to pay the bills. I contacted the facilities and was told by both billing departments they were noting [redacted] accounts that AmTrust is responsible for payment of the bills. They stated they weren't going to send her accounts to collection if payment was received within the next couple of weeks and that they weren't going to send anymore notices. I called [redacted] back on September **, 2013, advising he r of my conversation with the billing departments. A check was issued to the hospital for the balance due bill of $250.00 on October **, 2013. [redacted] contacted AmTrust North America again on October **, 2013, and spoke with a customer service representative who advised her when the check was issued for the balance due bill of $250.00. AmTrust North America finally received the information needed to process the ambulance bill for $951.00 and a check was issued on November *, 2013. It is unfortunate that [redacted] felt AmTrust North America didn't process her bills timely but by the time Amtrust received her claim from [redacted] Company the bills were already past due. AmTrust North America responded as quickly as possible in trying to get the bills paid timely once we were made aware by [redacted] that the bills were outstanding from the previous insurance carrier.

Review: I paid $3,000 out of my own pocket for this so called exteneded warranty for my car. They wont pay to have it repaired even though its at a reputable shop. So far its 24 hours that my cars has been there. They keep saying the inspector hasn't showed up. Ive been told countless times on the phone that they have 24 hours to show up. The inspector did not call the shop once nor show up. Im going away in 2 days and I need my car back. The dealer says the broken driveshaft takes 3.5 hours to fix. I should have had the car back already. I will never ever ever buy a warranty for a used car again especially from this company. I could have just paid the $1,100 for the part and a few hundred labor out of my pocket. and I would have had the car back already. What is the use of a warranty when they wont approve the repair. only a bozo would buy one of these contracts where they hold your car hostage without being able to get it fixed or get it back. And on top of that you have to wait 10-25 minutes everytime you call the number just to talk to a rep. UNbeiveable.Desired Settlement: pay for and authorize purchase of parts and repair, and car fixed before 6pm 1/**/15 which will have been at that point 48 hours. then I want the remainder of the $3,000 I paid in cash refunded to me so that if I need a repair in future I can pay out of pocket and get it done in a few hours and have car back.

Business

Response:

This is in response to [redacted]s complaint filed with the Revdex.com.Our review of the claim records indicate that his claim has been processed accordingly and under the contract terms and conditions.It is our policy to inspect major components claims. The contract states that if an inspection is requested, the inspector has up 48 hours to arrive at the shop and inspect the vehicle. Please refer to page 2 under HOW TO FILE A CLAIM; it states as follows (A1 and B3):NOTE: Any major component failure that has a verifiable complaint, i.e., slipping transmission, knocking engine, etc., should be called in prior to any Teardown.5. Authorize Teardown and/or Inspection - In some cases, You may need to authorize the repair facility to Teardown Your Vehicle in order to determine thecause and cost of the repair. You will be responsible for these charges if the failure is not covered under this Contract. We reserve the right to require aninspection of Your Vehicle prior to any repair being made. Instruct the repair facility to save all components including fluids and filters, in the event theAdministrator requires an inspection.3. The Support Representative will Verify the Coverage and –A. Register Claim – The Administrator will Register the claim by issuing a Reference Number. This Reference Number must be recorded on the RepairOrder. The Registered claim amount is the maximum that will be paid. Any additional amounts must be Registered with the Administrator, prior tosubmitting the claim for payment. At the time the claim is Registered, We will adjust the labor hours according to a nationally recognized labor timeguide. We accept nationally published labor guides (including factory labor guides) at industry standard times, including, Mitchell, Motor, Chilton, All-Dataand Mitchell OnDemand.ORB. Request Additional Evaluation – Request further evaluation, Teardown or outside inspection.I. Inspection – The Administrator reserves the right to require an inspection of the Vehicle prior to any repair being accomplished. Diagnosticprocedures not associated with the Teardown are not covered.II. Teardown – If a Teardown is necessary in order to determine the cause of failure, the Contract Holder must approve the Teardown. Please advisethe Contract Holder that, if the component disassembled is not covered, then the Contract Holder must pay for the Teardown. Listed below is the Inspection Teardown Policy:a. Save all components, including fluids and filters, that need to be inspected. We may require covered components to be retained for Our disposal.b. The Support Representative will arrange for inspection.c. If not visited within 48 hours, call the Support Representative.The claim records indicate the claim was initiated by the shop on 1/**/2015 (at 14:33 hours) and the claim was approved (as covered under the contract terms and conditions) today, 1/**/20151 (at 14:02 hours)In reference to the customer’s request for a refund of the contract price, we can certainly accommodate this for the customer; however, a full refund will not be available now since this claim has been approved. However, if [redacted] is still not content with the purchase of this contract, he may cancel it at any time by following the cancellation procedure on the contract. Please see below:CANCELLATION OF YOUR CONTRACTa. You may cancel this Contract at any time, including when a loss of the Vehicle occurs or when You sell Your Vehicle without transfer of this Contract. To cancel, Youmust submit a written request to the Issuing Dealer. If You cancel this Contract, it will not be reinstated. An odometer or notarized statement indicating the odometer readingon the date of the request will be required. This Contract can only be cancelled by the original Contract Holder.c. If Your Vehicle and this Contract have been financed, the lienholder shown on the Registration Page may cancel this Contract for non-payment, (except in thestates of Utah, Washington and Wyoming), or if Your Vehicle is declared a total loss or is repossessed.d. If this Contract is cancelled within the first sixty (60) days and no claims have been filed, We will refund the entire Contract charge paid. If this Contract iscancelled after the first sixty (60) days or a claim has been filed, We will refund an amount of the Contract charge according to the pro-rata method reflecting the greater of the days in force or the miles driven based on the term/miles selected and the date Coverage begins, less a fifty dollar ($50.00) administrative fee. In the event of cancellation, the lienholder, if any, will be named on a cancellation refund check as their interest may appear.Should any questions remain or if we can be of further assistance, please feel welcome to contact us.Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved IF AND ONLY IF they cancel the contract and they make the refund to minus the parts and repairs and send the check to me at my address on contract thanks.

Sincerely,

In accordance with the contract I would like to know, after the repair which was just done, the contract was for $3,000 - $50 admin fee - $700somethign for part and 2.9 hours labor, under $1,000, what is the refund amount I would get if I want to cancel the contract please, thanks. I paid the $3,000 so please make out the roughly $1,800 - $2,000 to me [redacted] thank you very much. Its just not worth it to me for this contract for what is costs, because they don't use original parts, took more than 48 hours to inspect the car, and I had to ask for a rental car, after the 2.5 days when it was approved to be fixed. thanks.

Review: My My Protection Plan ID is [redacted]. I submitted a Repair request on 7/**/2014. The R/O Number is [redacted] It was dispatched to DEPENDABLE APPLIANCE SVC INC. I had made a number of calls to DEPENDABLE APPLIANCE SVC INC after 2 weeks to find out when my air conditioner would be repaired. I was told each time it would be a few days. It took them 5 weeks to get a part. When the service tech opened the box with the part I knew it was the wrong part but he insisted it was the correct part even though it was 3/4's the hight and 3/4's the diameter of the original part. He had to drill a hole in the metal strap that help the capacitor in place. He made the electrical connections and turned the A/C on but the compressor did not kick-in. He then change the 3 or 4 connections and tried again and it failed. He then said it was the wrong part and would order the correct part that afternoon of 8/**/2014. I tried to call DEPENDABLE APPLIANCE SVC INC on Tuesday 8/**/2014 and got a recording to leave my name and phone # and I would be called back. I tried again on 8/**/2014 and got no call backs. Before the tech tried to install the incorrect part I was able to use the FAN function on the A/C. After he put the old part back in the A/C the FAN would only run for 5 minutes and stop but the display still showed that the fan was running. I would also noticed a burnt order each time I tried to use the FAN.I then called Amtrust Warranty Center at ###-###-#### on 9/*/2014. I was told that she would contact DEPENDABLE APPLIANCE SVC INC and have them call me that afternoon. I received no call. I called Amtrust Warranty Center on 9/*/2014 and spoke to the service rep [redacted]. I asked to speak to a [redacted]. After a 5 minute wait I was told a manger was not available but one would call me back by the end of day. No Call back. I called Amtrust Warranty Center on 9/*/2014 and told the service rep that I wanted to speak to a [redacted]. After a 10 minute hold she came back and said no [redacted] was available. I explained my frustration and history. She said she would try again. This time I was transferred to [redacted]. She took all my information and said she would call me back by the end of day. AGAIN NO CALL BACK. My top of the line FRIEDRICH late model A/C has not been working for 8 weeks.WHEN can I expect a resolution to this problem!!!!!!Desired Settlement: repair of my A/C

Business

Response:

OVERVIEW OF SUBJECT PARTIES:

The type of coverage the consumer has is an extended service

contract designed to provide an extension of same or similar benefits that are provided

under a covered product’s original equipment manufacturer’s warranty.

Warrantech Consumer Product Services, Inc. (“WCPS”) is the contract

issuer (obligor/provider), as well as the claims and customer service

administrator for the consumer's extended service contract. WCPS is an AmTrust

Financial Company.

SUMMARY OF FINDINGS:

After discussion with the servicing center working on the customer’s

work order, WCPS learned that according to Friedrich; the original equipment manufacturer

of the consumer’s A/C unit, the specific part that is required in order to

complete the necessary repairs to the A/C unit is on general back order.

WCPS recognizes that the expectation for the completion of this

repair order keeps inadvertently changing for the worse, and that there appears

to be challenges with the servicer in portraying a proactive attitude toward contacting

the manufacturer for status and/or prompt remedy.

Therefore, in

order to maintain a positive relationship with this customer, WCPS will be

procuring a replacement for the consumer’s defective A/C unit equal to the

original purchase price he paid for the original covered unit. The customer has been notified of this decision,

and WCPS is now considering this case to be closed with a satisfied outcome on

behalf of the consumer.

NOTE: In recent conversation, WCPS spoke directly with the

consumer and obtained verbal confirmation that the nature and focus of this complaint

was against the servicer and not specifically against WCPS in relation to lack

of follow up to his claim.

This is by far the worst experience I've ever encountered with an auto Insurance company. My car was hit by a taxi that used AmTrust (aka [redacted]) as their commercial insurance company. The goal of AmTrust is to prevent you from making a claim other than what they have assigned. An adjustor came to inspect my vehicle and assessed the damage. His estimate was approx. $3000 and they would mail me a check right away. No mention on a rental car and no mention of diminished value compensation. I had to jump through hoops for these. I took the vehicle to my local auto body shop and was given an estimate of $4800 in damages. I advised AmTrust of the difference and was told I had to arrange for the auto body shop to negotiate with their adjustor. I have never heard of such a thing in my life where the customer plays middle man. I called the adjustor and he NEVER returned my call. I had to search around to find another auto body shop that would do the work for the $3000 estimate. When it came time to receive my check, I was sent a check with the wrong name and the wrong address. The second request for my check was the correct name but a missing apartment number. The third request was the right street address but the wrong apartment number. This company makes it very hard for you to #1 get what you are owed #2 get your money in a timely manner. Absolutely no customer service and severely lacking in competent staff.

Review: I have [redacted], which is a [redacted] injury, because of this I am unable to work on things around my home especially after taking care of my 3 children. That is why when I purchased my refrigerator I also purchased an additional 5 yr warranty for $139.99. After having a technician that worked with all major appliance company came to service my ice dispenser because it wasnt staying closed and was defrosting everything in our freezer. I was advised that there is a piece of plastic that needs to be replaced but isnt covered under the warranty. II had to pay the tech $81.88 and have since then tried to contact HHgregg and , the whirlpool company. I am very distraught and upset that Ive been treated this way. I am 33 yrs old and this is the first major appliance i've ever purchased. Im at a loss at this point what to do.;Desired Settlement: All I want is for my ice dispenser to be fixed, as I paid for the extended 5 yr warranty. Im hoping this will help and someone can help.

Business

Response:

September **, 2014

[redacted] purchased the "Preferred Date of Purchase

Plan" which is the Repair Plan Service Contract offered by hhgregg. We

have confirmed [redacted] purchased this base coverage only and did not

purchase any additional accidental damage from handling coverage.

Under [redacted]'s purchased Service Contract plan, in the

event of a covered claim, labor and/or parts that are required to repair the

Failure of the covered Product is provided.

-To be a "covered claim", the problem must meet

the definition of "Failure" and not be expressly excluded within the

"WHAT IS NOT COVERED SECTION" of the Service Contract terms & conditions document.

--The definition of "Failure" means "means

mechanical or electrical breakdown of Your Product to perform its intended

function due to defects in materials or workmanship during normal usage of Your

Product". It is important to note "due to defects in materials or workmanship" is what is covered under the definition of a

"Failure"; not due to accidental or any other kind of

physically-inflicted damage.

Upon investigation of the servicing [redacted] received on

August [redacted], we confirmed that the technician diagnosed the issue as being a

broken ice chute door which caused warm air to enter the freezer, thus causing the

'defrosting effect' and ice buildup [redacted] was experiencing. The technician

also diagnosed the ice chute as only being able to be broken that way by some

type of accidental or physically-inflicted damage. As explained in the

beginning of this response, only a "Failure" - which is a

mechanical/electrical breakdown due to defects in materials or workmanship - is

covered under [redacted]'s purchased coverage.

-In accordance with exclusion "N" in [redacted]'s

Service Contract terms & conditions, "ACCIDENTAL DAMAGE" is not

covered; and

-In accordance with exclusion "I", "PHYSICAL

DAMAGE" is not covered either.

Based on the facts outlined in this response, our original

position remains in that this claim is denied.