Aqua Crystal Distributors

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

Fortegra Financial*** ***Director of Call Center Operations*** *** *** *** *** *** ***, FL 32256 July 30, 2015Revdex.com*** *** *** *** *** *** *** ** *** Re: Complaint ID ***- *** ***
To whom it may concern: On July 30, 2015, ProtectCELL Customer Service contacted *** *** to address her compliant regarding her experience with an authorize ProtectCELL dealer, KM Jericho INCWe listened and empathized with her concerns regarding her in-store experience, and offered an apology for the lack of information provided about her ProtectCELL Complete plan purchase. Although our monthly payment plan purchases are nonrefundable, we take ownership of our member’s in-store experience and extended a refund to the member for her plan purchase. Hopefully, in the near future *** *** will consider ProtectCELL protection services for her smartphone and tablet devices. Sincerely, *** *** 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 32256November 24, 2015Revdex.com*** *** *** *** *** Suite 100***, MI 48076Re: Complaint ID ***- *** ***- ***To
whom it may concern:On November 7, 2015, *** *** purchased a *** ProtectCELL Comprehensive Protection Premium year phone for an Apple IPhone 6S. The member called to process a replacement request on 11/19th and was informed of our day waiting period for processing a replacement when the plan and device was not purchased on the same day. ProtectCELL understands the frustration caused from not having functional cellphone. On 11/20th ProtectCELL management approved *** ***’s replacement request and bypassed our Terms and Conditions waiting period. The member paid a replacement fee of $150.00, and the replacement phone was sent to the customerProtectCELL sincerely apologizes for any inconvenience this situation has caused. We are happy we were able to resolve the replacement needs of our member quickly, and look forward to continuing our service of providing the *** family excellent customer service and Phone Protection.Feel free to contact us if additional information is requiredThank you,Jason Anderson Contact Center Assistant Manager DIRECT 248.513.3814 ext 314| FAX 866.280.8635 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 will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

*** ***Director of Call Center Operations*** *** *** ***Building 100, Suite 500***, FL 32256October 27, 2015Revdex.com*** *** *** *** *** Suite 100***, MI 48076Re: Complaint ID ***- *** ***To whom it may concern:ProtectCELL
management reached out to *** *** to address her concerns regarding her customer service experience. The member was not available, so a return contact number was left by management offering assistance. We apologized for any inconvenience this issue has caused and want to assist with a quick resolutionOn November 22, 2014, *** *** purchased a ProtectCELL Complete-Smart Monthly Plan for a Motorola Droid Ultra at the ProtectCELL dealer Wireless Advantage Communications, Inc This plan offers replacement options for theft, loss, physical and liquid damage devices There is an administrative fee of $when processing the first replacement request. Our product is coupled with a year warranty against manufacturer issues.ProtectCELL Chat Records were reviewed at assist with resolving Ms*** concerns. On 10/19/2015, *** Mullin contact our Chat to Chat Customer Service for assistance with processing a replacementThe agent explained the administrative fee to the member, which was not explained at the point of purchase, but there was an opportunity to provide additional plan details which was not displayed in the dialogue.ProtectCELL sincerely apologize for the inconvenience lack of plan and fees information provide to Ms*** at the point of saleWe understand the inconvenience of not having a functional device, and are happy to extend 25% off your initial administrative fee for your first request I look forward to opportunity to discuss your concerns and/or address any questions regarding your customer service experience 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 will wait for the business to perform this action and, if it does, will consider this complaint resolved. I did receive my refund on 10/27/after speaking to a representative who actually looked into the matter and responded appropriatelyIn the future, to prevent more complaints, I recommend that you have a manager AVAILABLE to speak toOf all the call I had made, not one manager spoke to me to called me back despite promises from separate representativesTerrible business practices
Regards,
*** ***

*** ***Director of Call Center Operations
*** *** *** ***
*** *** *** ***
Jacksonville, FL
August 24,
Revdex.com
*** ***
*** *** *** *** Suite
Southfield, MI
Re: Complaint ID ***- ***
***- ***
To Whom It May Concern:
On February 19, *** *** purchased a ProtectCELL Premium- Year Plan- for an Apple IPhone The plan offers replacement options in the case of theft, loss and damage. There is an administrative fee to process a replacement requests. ProtectCELL will send the same make and model device coupled with a 1year warranty
Our records indicate on 6/17/2016, Mr*** contacted ProtectCELL to process a replacement request due to liquid damage. He paid the device replacement fee of 150.00, and a replacement IPhone was sent to the member.
On 7/8/2016, Mr*** contacted our Customer Service to advise his replacement device was experiencing issues with the touchscreen. ProtectCELL offers a year warranty on our replacement devices. To ensure the replacement issues are coved under warranty, our members are required to send the defective device to our warehouse for inspection. We offered Mr*** two options for processing a warranty replacement. An option to place a hold on credit card for fast delivery or to use a prepaid postage to send the device in for inspection. Both option were declined
We understand the inconvenience the warranty replacement process has caused Mr***, but we are unable to process his request without the return and inspection of the defective deviceWe encourage the member to review his ProtectCELL membership Terms and Conditions online at protectcell.com.
A ProtectCELL manager reached out to the member on 8/24/2016, but Mr*** was not available for assistance
Feel free to contact us if additional information is required
Thank you,
*** ***
Contact Center Manager
DIRECT###-###-#### ext 314|FAX ###-###-####
FACEBOOKfacebook.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 ***, 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 have been treated rudely, talked down to, was told what was I was going to doI was told that they wanted more money, which I do not have for this! I paid onceSo no, I do not accept this offerYes , the phone is working as of today, 12/5/17, but that doesn't mean that it will work tomorrow, I have found that the junk this company sends can go out at any given timeI want a full refund ($175) and I want to make sure this phone works properlyI told the representative that I spoke with today I wanted to make sure it worked. I have not been notified about a refund of any kind as to dateI do want a full refund, please
*** ***

Fortegra Financial
*** ***Director of Call Center Operations
*** *** *** ***
*** ***, Suite
***, FL
February 16,
Revdex.com
*** ***
*** *** *** *** Suite ***
***, MI
Re:
Complaint ID ***- *** *** *** ***
To whom it may concern:
On January 29, 2016, *** *** contacted the ProtectCELL Contact Center to process a replacement request for a Samsung Galaxy Scell phone. She was informed by our customer service agent that an administrative fee of $is required to be paid for the replacement to processMs*** declined to process the administrative fee required, and request was not completed
ProtectCELL understands the frustration caused from not having functional cellphone. Our plans offer replacement options in case of thief, loss, and damageTo process a replacement request, our members are required to pay an administrative fee, and we will send the member the same make and mode device, coupled with a ProtectCELL year product guarantee.
ProtectCELL sincerely apologizes for any inconvenience this situation has caused our memberA Welcome email was sent to the member which offered the member valuable information about her plan purchase and benefits on 8/21//2014. We encourage *** to review the ProtectCELL Terms and Conditions detailed online at protectcell.comIf Ms*** would like to continue her request for a replacement, we will extend $off her first device replacement fee
We look forward to assisting *** *** with his device replacement needs.
Feel free to contact us if additional information is required
Thank you,
*** ***
Contact Center Manager
DIRECT###-###-#### ext ***|FAX ###-###-####

*** ** ***Revdex.comConstance ***Central Park Blvd Suite 100Southfield, MI 48076 Re: Complaint ID ***- *** *** *** To whom it may concern: On *** ** ***, ProtectCELL Customer Service attempted to contact *** *** to address her concerns
regarding the ProtectCELL Complete plan replacement process. She was unavailable for feedback. Our ProtectCELL replacement products are certified devices and back by our year warranty. The use of reconditioned devices is standard among the replacement industry. When a member request a ProtectCELL replacement there is an administrative fee charged for processing. This information is provided in our ProtectCELL terms and conditions. We sincerely apologize for any inconvenience this matter has caused. If the member would like to continue with our replacement process, with the return of the undamaged defective ProtectCELL replacements, we will upgrade her replacement model to an iPhone 5S back by our one year warranty If Ms*** opts for a refund of the administrative fee, we will be happy to process upon the return and inspection of all the defective ProtectCELL replacement devices On June, 30, 2015, our Customer Service team emailed a prepaid FedEx return label to the member to ensure proper return. We look forward to resolving this concern. Feel free to contact us if additional information is required Thank you, *** *** Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/*** TWITTER @***

Mr*** contacted ProtectCell on 7-23-and was advised that his buyback option (selling his cellphone to us) had expired on his planWe received an email from him on 7-23-at 9:05pm requesting that we honor his buyback optionOn Sunday, 7-23-he also filed a complaint with the Revdex.comOn
Monday, 7-24-we contacted Mr*** and offered him the buyback option as a one-time courtesy and we explained the process to himWe sent the customer an email verification of the offer for his cellphone and sent him a pre-paid FedEx label for him to send his phone to usWe have honored this members requestWe have addressed this customer's issue

Revdex.com
Constance Stevens
26777 Central Park Blvd Suite 100
Southfield, MI 48076
 
Re: Complaint ID [redacted]
 
 
To Whom It May Concern:
 
On December 20, 2014, [redacted] purchased a ProtectCELL...

Premium- Monthly Payment Plan- for a Verizon Samsung Galaxy Note 4  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 1 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 inspection. Ms. [redacted] opted to send the device in for inspection.  It received on 8/9/2016, and her replacement was shipped and received on 8/10/2016.
 
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 1 year device guarantee.  To ensure the replacement device does not have any physical or liquid damage we require the return and inspection of our replacements. Ms. [redacted] contacted our Customer Service team on 8/15/2016 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

Fortegra Financial
[redacted]Director of Call Center Operations
[redacted]
Jacksonville, FL 32256
 
August 8, 2016
Revdex.com
[redacted]
26777 Central Park Blvd Suite 100
Southfield, MI 48076
 
Re: Complaint ID...

[redacted]
 
 
To Whom It May Concern:
 
On November 1, 2014, [redacted] purchased a ProtectCELL Premium- Monthly Payment Plan- for a [redacted] Apple IPhone 5C phone.  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 4/1/2016, [redacted] called to cancel the ProtectCELL plan.  Our customer service representative informed [redacted], the account holder listed on the plan, is required to contact ProtectCELL for the cancelation request.  Mr. [redacted] stated he would have her call back within the week.  No further contact from customer was received to fulfill the request.
 
ProtectCELL sincerely apologizes for any inconvenience the process cancelation has caused Mr. [redacted].  We are dismayed by comments expressed of being “bamboozled” into signing up for our product.  Our records indicate [redacted] purchased the plan. The process of verification important to protecting our customer information. Unfortunately, [redacted] is not defined as the member on the ProtectCELL plan.  As a courtesy, we have canceled the plan to avoid further escalation and frustration.
ProtectCELL monthly plan cancelations are non-refundable. 
 
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

[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]

Fortegra Financial[redacted]Director of Call Center Operations[redacted] Suite 500[redacted], FL 32256December 15, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076Re: Complaint ID [redacted] ProtectCELL- [redacted]To whom it...

may concern:ProtectCELL contacted [redacted] to address her concerns regarding our ProtectCELL Buyback process. We apologized for the lack information from the point of sale agent regarding her plan benefits details, and were able to reach a resolution by extending the expired plan Buyback benefits.ProtectCELL offers our members access to our plan Terms and Conditions via website. [redacted]’s ProtectCELL Complete Premium plan expired on 6/16/2015. We offer a 30 day grace period to use the Buyback benefit if eligible.  Unfortunately, Ms. [redacted]’s grace period expired when the member requested to use the benefit.   We apologize for any frustration this process has caused the member.  We are happy we were able to address the member’s concerns and look forward to providing ProtectCELL Protection for her mobile device in the future.Feel 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]

[redacted]Director of Call Center Operations
[redacted]
[redacted]
[redacted], FL 32256
 
 
October 24, 2016
Revdex.com
[redacted]
[redacted]
[redacted], MI 48076
 
Re: Complaint ID [redacted]- [redacted]...

D. [redacted]- [redacted]
 
 
To Whom It May Concern:
 
On September 11, 2015 [redacted] purchased a ProtectCELL Premium- 2 Year Plan- for a Samsung Galaxy S4. The 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 1 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 process. We explained his device is cover under our warranty for touchscreen issues. To 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 process. We 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

[redacted]Director of Call Center Operations[redacted] Suite 500[redacted] FL 32256  September 9, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076 Re: Complaint ID [redacted]...

  To whom it may concern: On September 3, 2015, ProtectCELL contacted [redacted] to address her concerns regarding a preauthorization hold of $500.00 charged to her credit card due to a device returned outside of our 10 day return policy.  Pending inspection from our warehouse to ensure no physical or liquid damage occur to the replacement while in the Ms. [redacted]’s possession, we have informed Ms. [redacted] a full credit would be issue to our customer. Inspection may take 7-10 days. Ms. [redacted] can expect a refund by Septemeber 15, 2015.   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 provider. Feel 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

[redacted]Director of Call Center Operations[redacted], Suite 500[redacted], FL 32256November 30, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076Re: Complaint ID [redacted]- ProtectCELL-[redacted]To whom it may concern:On...

January 28, 2013, [redacted] purchased a ProtectCELL Device- 2 year Smart Plan for a Samsung- Galaxy S3 mobile phone.  The ProtectCELL Device plan is limited to damage protection. Our replacement products are certified conditioned devices and backed by our 1 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 $125.00 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 $200.00 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. [redacted]'s time. ProtectCELL has extended a $25.00 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 device. Feel 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]Building 100, Suite 500[redacted] FL 32256October 27, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076Re: Complaint ID [redacted] –[redacted]To whom it may concern:On October 27,...

2015, ProtectCELL reached out to [redacted] to address her concerns regarding her ProtectCELL customer service experience.  The member was not available, so a return contact number was left by management offering assistance.  We apologized for any inconvenience this issue has caused and want to assist with a quick resolution. Our ProtectCELL records indicate [redacted] purchased a ProtectCELL Device –Smart 1 year plan on 9/25/2014 for a Samsung Galaxy S4 Mini for the amount of 69.99. This plan only protects against physical and liquid damage.  When the first replacement request is processed on 9/4/2015, the member paid an administrative fee of 125.00.  To ensure the return of the damage device, as our terms and conditions state, our customer service offered to process a preauthorized hold on a credit card for 200.00 for faster shipping. The preauthorized hold is released when the original damage device is received in our warehouse.I sincerely apologize for [redacted]’s inconvenience, as it relates, to the lack of plan and fees information given at the point of sale, and the delay in release of the member’s credit card preauthorization.  I would appreciate the opportunity to resolve your concerns and/or address any questions regarding our customer service, plan details and fees. Sincerely,[redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra