Aqua Crystal Distributors

Fortegra Financial[redacted]Director of Call Center Operations[redacted] FL 32256  August 13, 2015Revdex.com[redacted] Re: Complaint ID [redacted]...

[redacted]  To whom it may concern: On August 13, 2015, ProtectCELL Customer Service contacted [redacted] to address her concerns regarding her ProtectCELL customer service experience.  We apologized for the inconvenience caused from having a dysfunctional replacement device, and listened to feedback regarding our product and services.  Our friendly client service agent explained in detail our replacement process and fees.  As a courtesy, we offered the Mrs. [redacted] a refund of $50.00 for her inconvenience, and assisted her with processing another warranty replacement request, in which we upgraded her phone model.   The member was satisfied with this resolution. Feel free to contact me if additional information is required.    Sincerely,  [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext [redacted]| 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:I only advised the customer service representative that I would take legal action because she was extremely combative over the phone.  What they fail to indicate in their response, is that I called back about an hour later and spoke with [redacted] (customer service rep) and then her supervisor, [redacted], both were very helpful.  I was told that the color was not guaranteed, however I reviewed the materials provided to me when I signed up and no where does it mention that I would receive a different color.  Also, I was told via chat, which I have saved a copy, that the phone that was shipped to me was an iPhone 6S in gold.  I explained that if I accepted the Space Gray phone I would not be able to upgrade my phone come November 2016 with [redacted] as it has to be the same color.  This had nothing to do with me being upset over a color but rather potentially having to pay $650.00 later when it is time to upgrade.  Also, I was promised the phone that Thursday and I only received the phone on Saturday morning when I showed up at the FedEx station to get the phone myself.  This whole process has taken up at least 8 hours of my time.  They claim "no hassle" everywhere, but that is far from the truth.  Also, the phone they sent to me (and I have tons of photos of it) was not in acceptable condition and certainly not what I pay for and expect in return.  I am now going to be forced to pay to have my screen fixed elsewhere and I'm going to have to find another cell phone insurance plan for both of my cell phones, which is going to add to my expenses.  I would like to have all of the fees I have paid reimbursed along with my time and the cost to have the screen fixed elsewhere.Thank you.
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
[redacted]

Fortegra Financial[redacted]Director of Call Center Operations[redacted]
Building 100, Suite 500[redacted], FL 32256  October 7, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076 Re: Complaint ID [redacted]...

[redacted]   To whom it may concern: ProtectCELL attempted to contact [redacted] on 10/7/20115 to address her concerns regarding her damaged device replacement process. We were unable to reach the member, but offered our contact number for immediate resolution.   [redacted] purchased a ProtectCELL Device plan on 8/3/2014.  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 replacement. This 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 needs. 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]Building 100, Suite [redacted], FL 32256  September 28, 2015Revdex.com[redacted] Suite 100[redacted], MI 48076 Re: Complaint ID [redacted]...

ProtectCELL  To whom it may concern: On September 28, 2015, ProtectCELL reached out to [redacted] to address her concerns regarding her request for refund.  The member was not available, so a return contact number was left by management offering assistance toward a resolution.  We apologized for any inconvenience this issue has caused and want to assist with a quick resolution.  Our ProtectCELL warehouse records indicate only one device was returned and inspected from [redacted].  Furthermore, additional investigation concluded on 8/7/2015 only one replacement device was confirmed received.  Our refund process require all ProtectCELL replacement devices are returned and inspected for damage.  We look forward to resolving this issue and once again sincerely apologized for the inconvenience and confusion this issue may have caused.  A customer service supervisor will attempt to reach out again to you in 24 hours for additional information.   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:
This is in reference to a response made by the business in relation to complaint ID [redacted]. I received a voicemail message on 9/29/15 indicating that a refund of the $125 admin fee was being processed but it did not indicate that a refund of the pre-paid insurance plan was as well. I contacted Protect Cell and was originally told that they don't do that - don't issue refunds after a claim request is made. Once again, I explained all the circumstances and was then told that a refund of $111.07 would be issued for the pre-paid plan in the form of a check which would take at least 21 business days to receive.  This is a lesser amount than what I was told when I cancelled the plan back in July. I have verified that I have been credited the $125 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:
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 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 resolution. Please type details here:]
I appreciate the fact that ProtectCell is cancelling the account, but some of their facts are wrong. I was the one who actually signed up for ProtectCell, and it was on September 1, not November 1, 2014. [redacted] records show that that's when we obtained the phone. Because I had signed up, I had been able to access my daughter's account online--until suddenly I wasn't. And 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 holder. She had no knowledge of this when I told her, and it's true that we never called back. Even 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 talk. So 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]

Fortegra Financial
[redacted]Director of Call Center Operations
[redacted]
[redacted]
[redacted], FL 32256
 
 
June 29, 2016
Revdex.com
[redacted]
[redacted]
[redacted] MI 48076
 
Re: Complaint ID...

[redacted]- ProtectCELL-[redacted]
 
 
To whom it may concern:
 
A member of the ProtectCELL management team contacted Ms. [redacted] on 6/28/2016 to address her concerns, explained our replacement process, the product we use and replacement fees. ProtectCELL offers all our customers’ terms and conditions which explains in detail their membership service. As a courtesy, we extended a $50.00 credit off the member’s device replacement fee coupled with a 1 year product warranty, if she wished to continue the replacement process.  Ms. [redacted] opted to have her damaged phone screen replaced with an outside service.
 
We apologize for any inconvenience this situation has caused Ms. [redacted] and look forward to assisting her with her replacement.
 
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

To Whom It May Concern,
 
 
A ProtectCELL manager contacted Mrs. [redacted] on March 23, 2017 to extend a sincere apology on behalf of the company.  We are dismayed to learn of the customer experience with our replacement product and service, and understand the frustration of...

not having a functional phone when you need.
 
ProtectCELL takes full responsibility for your device issue and have further escalated the equipment concerns to our Fulfillment Quality Management team.  We had expedited overnight shipment for a replacement device, which will be delivered via FedEx on Friday, 3/24th.  ProtectCELL will also refund the device replacement fee in full with the return of the defective replacement. 
 
Mrs. [redacted] was satisfied with the actions taken.  Management contact information was provided for additional information or follow up.
 
Feel free to contact us if additional information is required.
 
 
Thank you,
 
 
Jason Anderson
Contact Center Manager

[redacted] Financial[redacted]Director of Call Center Operations[redacted]  July 30, 2015Revdex.com[redacted]
 Re: Complaint ID [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 100.00 to Mrs. [redacted], and look forward to continuing our protection services for her smartphone devices. Sincerely,  [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext [redacted]| FAX ###-###-#### FACEBOOK facebook.com/[redacted] TWITTER @[redacted]

Mr [redacted] purchased a month to month protection plan for his phone on 8-9-15 from Express Wireless when he purchased his new phone there. Customer first contacted us on 7-14-16 regarding his protection plan. Member 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 full. No action was taken by the customer at that time; he requested a supervisor contact him. Supervisor did attempt to contact member on 7-22-2016. Supervisor noted that a voice message was left & if member called back to get a different callback number. Member did not reach out to us again until 7-28-2017- over a year later. Member wanted to know why his plan was still active. Customer was advised that we had not heard back from him since supervisor callback over a year ago. Member requested to speak with a supervisor. While member was on hold & supervisor was being contacted, call was disconnected by member. Member spoke with a supervisor on 8-8-2017 for cancellation of plan.  Plan cancellation was processed. As a courtesy the member was refunded 6 monthly payments on 8-9-2017 back to his  credit card, not the 12 months he was asking for.

[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 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:
I am not satisfied with this BC they never tried to contact me again if this was a great company they would call again and care about the happiness of their customers. As you can see they do no. I did send them all the info about the exchange its not my fault the supervisor I submitted it to lost some of my information.  I want my money back for this plan and I will be on my way. I had this company before and they always took café of me I don't know what the big deal is now. I don't have the receipt because the phone was not bought and they don't understand that. 
Regards,
[redacted]

Our response time to customer emails and inquiries is within 24-48 hours. Customer sent email to us on 12-5-17 at 8:15pm requesting username & password. Customer also emailed us on 12-6-17 once at 11:20 am & twice at 11:21 am requesting his password. Customer spoke to our live chat on...

12-6-17 at 12:49 pm and again at 3:33 pm. We sent the customer his login credentials by email on 12-6-17 at 5:01 pm. We have spoken to customer to verify he has his username and password today, 12-7-17 at 11:00 am. We verified with the customer that he is able to log in to his account. The member has established an online account. This issue has complete resolution.

[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]To whom it may...

concern:ProtectCELL sincerely apologizes for the inconvenience this double billing issue has caused Mr. [redacted].  On 10/23/2015 our Accounting team refunded $131.88 to the member’s credit card for an immediate resolution of this matter. Our 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 required. Thank you,[redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

[redacted]   July 7, 2015Revdex.com[redacted] Re: Complaint ID [redacted]...

[redacted]e To whom it may concern: ProtectCELL makes every effort at the point of sale to educate all our members about our products and services.  Our Buyback benefit allows members, who have not used their plan for replacement, the option to resell their original phone to ProtectCell.  Unfortunately, the Buyback offer expired when Mr. [redacted]e contacted us in July 2015 to take advantage of its benefit.  His ProtectCELL plan expired January 11, 2015.  We offer a 1 month grace period after a plan’s expiration date for members to use this benefit. This information can be found in our ProtectCELL Terms and Conditions.   As a courtesy, we at ProtectCELL will extend the Buyback option to Mr [redacted]e for his iPhone 4s.  It is valued at $110.00.  On 7/7/2015, we have reached out to the member for follow up, but he was unavailable.  The member plan has been document for the courtesy extension.   We look forward to doing business with Mr. [redacted] in the future. Thank you,  [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra?

Fortegra Financial[redacted]Director of Call Center Operations[redacted]
[redacted]
[redacted], FL 32256  August 20, 2015Revdex.com[redacted]
[redacted]
[redacted] Re: Complaint ID [redacted]las...

[redacted]  To whom it may concern: After a thorough investigation, our records indicate Mr. [redacted]las [redacted] purchased a ProtectCELL Complete Premium –monthly plan from 4G Wireless Inc. for a Novatel Mifi 5510L LTE Hotspot on December 29, 2014.  Mr. [redacted]’s ProtectCELL plan number is [redacted]. ProtectCELL attempted to contact Mr. [redacted] to address his concerns regarding his monthly plan payment dispute, but was the customer was unable for comment.  ProtectCELL extended an apology for the inconvenience and confusion this issue may have caused and we are happy to cancel customer’s plan with his verbal authorization, if the plan does not met his protection needs. We look forward to hearing back from the Mr. [redacted].   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

Fortegra Financial[redacted]Director of Call Center Operations[redacted], FL 32256  August 5, 2015Revdex.com[redacted] MI 48076 Re: Complaint ID [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 status. Due to an invalid address, the postal service returned the refund check to our offices. After 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, 2015. Please allow 3-5 business day for the arrival of your refund of $162.00.   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 required. Sincerely,  [redacted] Contact Center Assistant Manager DIRECT ###-###-#### ext 314| FAX ###-###-#### FACEBOOK facebook.com/Fortegra TWITTER @Fortegra

Fortegra Financial
[redacted]Director of Call Center Operations
[redacted], FL 32256
 
 
 
July 19, 2016
Revdex.com
[redacted], MI 48076
 
Re:...

Complaint ID [redacted]- ProtectCELL-[redacted]
 
 
To Whom It May Concern:
 
On 9/1/2015 [redacted] purchased two ProtectCELL Phone –Premium 2 year monthly plans for a Galaxy Note 5 and an iPhone 6.  Our Retention team contacted the member to update his credit card information which had expired on 6/3/2016. 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 plans. Our 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 Mr. Nelson.  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