Aqua Crystal Distributors

Our response time to customer emails and inquiries is within 24-hoursCustomer sent email to us on 12-5-at 8:15pm requesting username & passwordCustomer also emailed us on 12-6-once at 11:am & twice at 11:am requesting his passwordCustomer spoke to our live chat on 12-6-at 12:pm and again at 3:pmWe sent the customer his login credentials by email on 12-6-at 5:pmWe have spoken to customer to verify he has his username and password today, 12-7-at 11:amWe verified with the customer that he is able to log in to his accountThe member has established an online accountThis issue has complete resolution

Revdex.com Constance Stevens Central Park Blvd Suite Southfield, MI Re: Complaint ID [redacted] - [redacted] - [redacted] To Whom It May Concern: On December 20, 2014, [redacted] purchased a ProtectCELL Premium- Monthly Payment Plan- for a Verizon Samsung Galaxy Note 32GB The plan offers her replacement options in the case of theft, loss and damage There is an administrative fee to process a replacement request ProtectCELL will send the same make and model device coupled with a 1year warranty Our records indicate on 11/10/2015, Ms [redacted] contacted ProtectCELL to process a replacement request due to theft/loss She paid the device replacement fee of 150.00, and the request was processed On 7/19/2016, the customer contacted our Customer Service to advise her replacement device was having charging issues ProtectCELL’s offers a year warranty on our replacement devices To ensure the replacement issues are coved under warranty, Ms [redacted] was required to send the defective device into our warehouse for inspection We offered an option to place a hold on credit card for fast delivery, or use a prepaid postage to send the device in for inspectionMs [redacted] opted to send the device in for inspection It received on 8/9/2016, and her replacement was shipped and received on 8/10/ ProtectCELL apologizes for any frustration the warranty replacement process has caused Ms [redacted] We use certified “like-new” replacement product which is industry standard, coupled with a year device guarantee To ensure the replacement device does not have any physical or liquid damage we require the return and inspection of our replacementsMs [redacted] contacted our Customer Service team on 8/15/to advise her replacement device is not powering up Our customer service agent apologized for the convenience and processed another warranty replacement request The device was shipped overnight and will be delivered on Tuesday, 8/16th Feel free to contact us if additional information is required Thank you, [redacted] Contact Center Assistant Manager DIRECT###-###-#### ext 314|FAX ###-###-#### FACEBOOKfacebook.com/Fortegra TWITTER@Fortegra

[redacted] Financial [redacted] Director of Call Center Operations [redacted] *** July 30, 2015Revdex.com [redacted] Re: Complaint ID [redacted] - [redacted] *** [redacted] To whom it may concern: On July 30, 2015, ProtectCELL Customer Service contacted [redacted] to address her concerns regarding her ProtectCELL customer service experience ProtectCELL apologized for the inconvenience caused from not having a functional replacement device We also listened to her feedback, as it related to her customer service experience, and addressed the training opportunities for our department As a courtesy we have issued a refund of to Mrs [redacted] , and look forward to continuing our protection services for her smartphone devicesSincerely, [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext ***| FAX ###-###-#### FACEBOOK facebook.com/ [redacted] TWITTER @ [redacted]

I am rejecting this response because: Refer to my 11/7/email documentation and problems with the resolutionSince they did NOT come while we were on site we were forced to complete the water heater work OURSELVES and also finish the painting left undoneRevdex.com please address the contractor website issues regarding Revdex.com rating which is advertisingIt's so sad that the Contractor State Licensing Board has also addressed violation issues with them as wellBUYER BEWARE

[redacted] Director of Call Center Operations [redacted] ***, Suite [redacted] , FL 32256November 30, 2015Revdex.com [redacted] Suite [redacted] , MI 48076Re: Complaint ID [redacted] - ProtectCELL- [redacted] To whom it may concern:On January 28, 2013, [redacted] purchased a ProtectCELL Device- year Smart Plan for a Samsung- Galaxy Smobile phone The ProtectCELL Device plan is limited to damage protectionOur replacement products are certified conditioned devices and backed by our year warranty The use of reconditioned devices is standard among the replacement industry Our records indicate on 11/13/2015, ProtectCELL processed a request for replacement for [redacted] *** The Device Plan replacement process required payment of $replacement fee, along with providing proof of the device purchase, and the return of the damage device before a replacement device will be shipped The member was sent a prepaid FedEx label for the return of her damage phone Our agents confirmed the damaged device was received on the 11/19th and overnight shipped the replacement, which FedEx delivered on 11/20th Ms [redacted] emailed ProtectCELL to request a battery for her replacement on 11/20th Her accessory request was processed We sincerely apology for the inconvenience the replacement process delay has caused our member For faster replacement processing, we offer our members the option to pay the replacement fee and place a $preauthorized credit hold to expedite the delivery process immediately If Ms [redacted] would like to return our replacement device, we will refund her the replacement fee in full We appreciate and value our Ms***'s timeProtectCELL has extended a $credit back to [redacted] ***'s credit card for the frustration our replacement process has caused, and look forward to continuing offering phone protection for her mobile deviceFeel free to follow up with me if additional information is required Sincerely, [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

[redacted] Director of Call Center Operations [redacted] Suite [redacted] FL September 9, 2015Revdex.com [redacted] Suite [redacted] , MI Re: Complaint ID [redacted] - [redacted] *** To whom it may concern: On September 3, 2015, ProtectCELL contacted [redacted] to address her concerns regarding a preauthorization hold of $charged to her credit card due to a device returned outside of our day return policy Pending inspection from our warehouse to ensure no physical or liquid damage occur to the replacement while in the Ms***’s possession, we have informed Ms [redacted] a full credit would be issue to our customerInspection may take 7-daysMs [redacted] can expect a refund by Septemeber 15, We sincerely apology for the inconvenience and confusion this issue may have caused and hope to continue service the customer as her primary cell phone protection providerFeel free to contact me if additional information is required Sincerely, [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

[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 I will wait for the business to perform this action and, if it does, will consider this complaint resolved 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: This is in reference to a response made by the business in relation to complaint ID [redacted] I received a voicemail message on 9/29/indicating that a refund of the $admin fee was being processed but it did not indicate that a refund of the pre-paid insurance plan was as wellI contacted Protect Cell and was originally told that they don't do that - don't issue refunds after a claim request is madeOnce again, I explained all the circumstances and was then told that a refund of $would be issued for the pre-paid plan in the form of a check which would take at least business days to receive This is a lesser amount than what I was told when I cancelled the plan back in JulyI have verified that I have been credited the $admin fee and will wait for the business to send the refund check and, if it does, will consider this complaint resolved 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:My main concern is your company being portrayed in a manner and others being duped into buying something they were not informed correctly about I am also concerned that the additional dollars was never "released" back to me when I returned the damaged phone Sketchy practices definitely need to be corrected here 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 I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Fortegra Financial [redacted] Director of Call Center Operations [redacted] , FL July 19, Revdex.com [redacted] , MI Re: Complaint ID [redacted] - ProtectCELL- [redacted] / [redacted] To Whom It May Concern: On 9/1/ [redacted] purchased two ProtectCELL Phone –Premium year monthly plans for a Galaxy Note and an iPhone Our Retention team contacted the member to update his credit card information which had expired on 6/3/The member acknowledged continuing his ProtectCELL phone coverage with the authorization of new payment information On 7/14/2016, [redacted] reached out to our Customer Service team to cancel his plansOur representative informed him that once a plan is canceled it cannot be reactivated, and no refunds are issued on monthly payment plan cancelations We apologize for any inconvenience this may have caused MrNelson Feel free to contact us if additional information is required Thank you, [redacted] Contact Center Manager DIRECT###-###-#### ext 314|FAX ###-###-#### FACEBOOKfacebook.com/Fortegra TWITTER@Fortegra

[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 I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Mr [redacted] purchased a month to month protection plan for his phone on 8-9-from Express Wireless when he purchased his new phone thereCustomer first contacted us on 7-14-regarding his protection planMember stated he did not have this phone for a while & was going to send proof he no longer had the device for a refund in fullNo action was taken by the customer at that time; he requested a supervisor contact himSupervisor did attempt to contact member on 7-22-Supervisor noted that a voice message was left & if member called back to get a different callback numberMember did not reach out to us again until 7-28-2017- over a year laterMember wanted to know why his plan was still activeCustomer was advised that we had not heard back from him since supervisor callback over a year agoMember requested to speak with a supervisorWhile member was on hold & supervisor was being contacted, call was disconnected by memberMember spoke with a supervisor on 8-8-for cancellation of plan Plan cancellation was processedAs a courtesy the member was refunded monthly payments on 8-9-back to his credit card, not the months he was asking for

This complaint has been settled for two cans of paint and a $reduction in the total amount due Just to respond to this notice, We were onsite on 11/2, since Ms [redacted] said should it rain, she would be available on the following weekend Rather than wait, we accomplished the work the day prior to the rain starting Thank you to the Revdex.com for negotiating this claim, you have been unbelievable helpful in this matter

Fortegra Financial [redacted] Director of Call Center Operations [redacted] Building 100, Suite [redacted] , FL October 7, 2015Revdex.com [redacted] Suite [redacted] , MI Re: Complaint ID [redacted] - [redacted] [redacted] To whom it may concern: ProtectCELL attempted to contact [redacted] on 10/7/to address her concerns regarding her damaged device replacement processWe were unable to reach the member, but offered our contact number for immediate resolution [redacted] purchased a ProtectCELL Device plan on 8/3/ This plan only offers replacement protection for damage devices When a member make a request for a replacement we require a copy of the device receipt, and the return of the damaged device to our warehouse before the replacement is shipped After a thorough review of Ms [redacted] s plan information, we received a picture of the member’s warranty replacementThis is not the necessary document required for initiating the replacement process Due to the inconvenience and lack of information provided at the point of sale, we will allow the member to process her request ProtectCELL offers each of our member complete access to our plans Terms and Conditions on our website We sincerely apologize for the replacement shipping delay, and look forward to resolving [redacted] s replacement needsFeel free to contact me if additional information is required Sincerely, [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

[A default letter is provided here which indicates your rejection of the business's response 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 For your reference, details of why I am rejecting this response appear below: [You must provide details of why you are not satisfied with this resolutionPlease type details here:] I appreciate the fact that ProtectCell is cancelling the account, but some of their facts are wrongI was the one who actually signed up for ProtectCell, and it was on September 1, not November 1, [redacted] records show that that's when we obtained the phoneBecause I had signed up, I had been able to access my daughter's account online--until suddenly I wasn'tAnd yes, I called in April of this year, and at that point received my first notice that my wife, rather than me, was [now] listed as the account holderShe had no knowledge of this when I told her, and it's true that we never called backEven though we both work at home, she's very busy running our company, and frankly I had a lot of inertia about trying to get everything to line up: a time when I could call, when I would be able to reach someone at ProtectCell, and when she'd be available to talkSo I guess that, if ProtectCell now cancels the account, I can just move on w/ my life and write off the loss, but the whole thing did leave a pretty bad taste in my mouth.Regards, [redacted]

[redacted] Director of Call Center Operations [redacted] ***Building 100, Suite [redacted] FL 32256October 27, 2015Revdex.com [redacted] Suite [redacted] , MI 48076Re: Complaint ID [redacted] - [redacted] To whom it may concern:ProtectCELL sincerely apologizes for the inconvenience this double billing issue has caused Mr [redacted] On 10/23/our Accounting team refunded $to the member’s credit card for an immediate resolution of this matterOur management has also audited the members plan information for additional internal follow up and to provide feedback to the plan dealer and customer service team.Feel free to follow up with me if additional information is requiredThank you, [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

[redacted] Director of Call Center Operations [redacted] , FL October 24, Revdex.com [redacted] , MI Re: Complaint ID [redacted] - *** D [redacted] - [redacted] To Whom It May Concern: On September 11, [redacted] purchased a ProtectCELL Premium- Year Plan- for a Samsung Galaxy SThe plan offers replacement options in the case of theft, loss and damage There is a device replacement fee to process a replacement requests The ProtectCELL replacements is coupled with a year warranty Our records indicate on 9/2/2016, Mr [redacted] contacted ProtectCELL to process a replacement request due to screen damage He paid the device replacement fee of 145.00, and a replacement device was mailed to him On 10/18/2016, [redacted] spoke with a member of management regarding the warranty replacement request processWe explained his device is cover under our warranty for touchscreen issuesTo ensure the defective replacement is returned and inspected for nonphysical or liquid damage issues, we offered Mr [redacted] two options for processing the warranty replacement request He could place a hold on credit card for faster delivery, or use a ProtectCELL provided prepaid FedEx return label to send the device in for inspection first Once the warehouse confirms the issues describe we would send out the replacement A FedEx return shipping label was sent to the member on 10/18th ProtectCELL apologizes for the inconvenience this process has caused Mr [redacted] Hopefully, the information provided will assist him with understanding our warranty processWe look forward to assisting him with a quick resolution to this issue and encourage him to review his ProtectCELL membership Terms and Conditions online on protectcell.com Feel free to contact us if additional information is required Thank you, [redacted] Contact Center Manager DIRECT###-###-#### ext 314|FAX ###-###-#### FACEBOOKfacebook.com/Fortegra TWITTER@Fortegra Fortegra Financial

Fortegra Financial [redacted] Director of Call Center Operations [redacted] , FL August 5, 2015Revdex.com [redacted] MI Re: Complaint ID [redacted] - [redacted] To whom it may concern: On August 4, 2015, ProtectCELL Customer Service attempted to contact [redacted] regarding the location of her Buy back refund check The member was unavailable, so a message was left to inform her of the Buyback refund check statusDue to an invalid address, the postal service returned the refund check to our officesAfter further investigation of the members address information, an apartment number was missing The information has been corrected by our Fotegra Accounting team and the refund was mailed August 4, Please allow 3-business day for the arrival of your refund of $ We sincerely apologize for any inconvenience this issue has caused Feel free to follow up with Customer Service department if additional information regarding this matter is requiredSincerely, [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

Fortegra Financial*** ***Director of Call Center Operations*** *** *** ***Building 100, Suite 500*** FL 32256 October 7, 2015Revdex.com*** *** *** *** *** Suite 100***, MI 48076 Re: Complaint ID ***- ***
*** To whom it may concern: On 10/7/20115, ProtectCELL attempted to contact *** *** to address her customer service experience and assist with the completion of a device replacement request. Unfortunately, our representative was unable to reach the member, but offered a direct contact number for an immediate resolution. On behalf of the ProtectCELL Customer Service team, we sincerely apologize for your extended call center wait time on 10/6/It is our goal to provide each of our members’ quick and exceptional customer service experience. Due to the frustration and inconvenience of not having a functional replacement, ProtectCELL will offer $off the administrative fee and free overnight shipping. We look forward to resolving Ms*** *** replacement needs. Sincerely, *** *** Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

[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 ***, and find that this resolution would be satisfactory to me. I am still adjusting to the new phone they sent but it seems to be functioning better than the previous devices. They were also kind enough to send a new charger since my old charger would have been incompatible with the new device. That was very thoughtful and proactive
Regards,
*** ***