Initial Business Response / [redacted] (1000, 11, 2016/05/12) */ The design of the home was approved by the developer prior to the customers purchasingWhen the customers purchased several changes were made to the home that apparently were not approvedWe are going to be meeting with the developer to discuss the matter and see if they will grant approval post construction Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The design inside the house that we changed doesn't affect the design outside the house made by builderWe didn't touch any outside and it is not our fault of not following the preapproved design [redacted] In the end, as a conclusion, I don't see anything related between the landscaping deposit and the unfollowed outside design which is only their fault, not oursWe didn't touch the exterior
Dear [redacted] : As [redacted] states, we have received duplicate documentation from him regarding his claimThese documents appear to be the same documents submitted earlier and do not provide the required information being requestedIf this is all that [redacted] was provided by the rental agency, then we will again be contacting the rental agency in Germany for the additional informationThey have been less than responsive to our requests Therefore, we are sending a local firm to the rental agency to obtain the required information so that we may expedite this investigation and adjudicate [redacted] 's claim Sincerely Craig CL [redacted] Director, Client Solutions, A&H Affinity Solutions [redacted] T ###-###-#### | F ###-###-#### [redacted]
The client signed a contract with a provision to include a custom bookcase with an allowance of $2,The clients met with our finisher on site and provided the details concerning the bookcaseTypically, we will provide our customers with either a credit or charge in the form of a change order
should the cost be less or more than the amount allowed in the contractIf the allowance covers the cost, no change order is producedIn this case, the bookcase was installed according to the clients specifications and the allowance stated in the contract was sufficient and, therefore, a change order was not created
Revdex.com:At this time, I have not been contacted by ACE Group regarding complaint ID ***. I have not heard directly from the company.Sincerely,
*** ***
Dear *** ***: As *** *** states, we have received duplicate documentation from him regarding his claimThese documents appear to be the same documents submitted earlier and do not provide the required information being requestedIf this is all that *** *** was provided by the rental agency, then we will again be contacting the rental agency in Germany for the additional informationThey have been less than responsive to our requests Therefore, we are sending a local firm to the rental agency to obtain the required information so that we may expedite this investigation and adjudicate *** ***'s claim Sincerely Craig CL*** Director, Client Solutions, A&H Affinity Solutions *** *** *** **
*** *** *** *** *** *** *** *** ** *** T ###-###-#### | F ###-###-#### ***
Initial Business Response /* (1000, 5, 2016/02/18) */
We have been waiting for an appointment to get into Mrs ***'s residence to review the issues with pricing and plumbingAs soon as we visit the residence and review the situation with the homeowner we will be able to move forward with a
resolution
Initial Consumer Rebuttal /* (3000, 7, 2016/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The firm will be able to get into my residence on February 22nd, 25th and 26thI wish this complaint to remain open, due to the following reasons:
- water is heard dripping from the upstairs toilet, when used, and subsequent stain on kitchen ceiling
- toilet knobs (at the base) are now removed, subsequent to the wall, beside the toilet, being patched and repainted
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** ***
- do not feel that I am responsible for the $charged for leak repairs*** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
- toilet in half bath, main floor, wobbles
- I will test the Jacuzzi, in the presence of the firm's representative, prior to making payment
Final Business Response /* (4000, 9, 2016/02/23) */
These issues will be addressed at our appointment on the 22nd
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]The writer from ACE Group states they have not been able to obtain a copy of the Auto Rental AgreementI have submitted three copies of the Auto Rental Agreement, one to Credit Card Services with the Claim Form, one to Credit Card Services in *** ** and one to *** Executive Office in Columbus OH. If the writer from ACE Group would like a copy, please tell me where to send it
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
December **, *** *** *** *** *** *** *** ** ***
*** *** ***
*** **
*** Date of Loss: 10/*/ Dear *** ***: The following constitutes our response to *** *** complaint regarding a claim for benefits under the *** *** *** *** *** Collision Damage Waiver benefit Every *** cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter As outlined in the guide to benefits, which *** *** received with his *** card account, this guide in part states: What types of rental vehicles are not covered? Excluded worldwide are: expensive, exotic, and antique automobiles; certain vans; vehicles that have an open cargo bed; trucks; motorcycles, mopeds, and motorbikes; limousines; and recreational vehicles • Examples of excluded expensive or exotic automobiles are these brands: Aston Martin, Bentley, Bricklin, Daimler, DeLorean, Excalibur, Ferrari, Jensen, Lamborghini, Lotus, Maserati, Porsche, and Rolls RoyceHowever, selected models of BMW, Mercedes-Benz, Cadillac, and Lincoln are covered • An antique automobile is defined as any vehicle over twenty (20) years old or any vehicle that has not been manufactured for ten (10) years or more • This benefit is provided only for those vans manufactured and designed to transport a maximum of eight (8) people and which are used exclusively to transport peopleIf you have any questions about a specific vehicle, please call the Benefit Administrator This loss occurred on October *, *** *** reported this loss on October *, 2015, when he returned to the United States from GermanyHe was informed at the time that the BMW M235i may not be covered*** *** indicated that came as a shock to him since he was unaware that certain BMW vehicles were not coveredAs stated in the guide to benefits, some selected models of BMW are covered, some are notAs it turns out this model is not covered domestically but would be internationally*** *** could have inquired to confirm this model BMW was covered prior to renting, but did not *** *** was informed on October *, that the vehicle he rented was a covered vehicleAlthough this is an unexpected accident, this rental vehicle was being used on a race course designed for competition and not on the streets of GermanyAs outlined in the guide to benefits “*** *** *** *** *** *** *** ** *** ** * *** *** *** *** ** *** *** *** *** *** *** ** ***” Also under “What else is not covered? … *** *** ** *** *** *** ***” We have been unable to secure a copy of the rental car agreement from *** *** rental car companyTherefore, we have informed him that he must supply us with a copy of this agreementUpon receipt, we will be able to evaluate whether (a) he operated the vehicle under the terms of that agreement, and (b) this loss is covered under this program Once we receive the requested documentation the claim will be reviewed and a determination made at that timeWe will follow up with *** *** and the rental agency and provide you with the outcome of our findings
Revdex.com:At this time, I have not been contacted by ACE Group regarding complaint ID ***. I have not heard directly from the company.Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: The business still refuses to provide documentation regarding the cost of the change As previously mentioned, an allowance was used because the business needed input from their vendor regarding the cost of CHANGES to the bookshelf included in our specifications The allowance was based on a much larger and more complex unit than what was built The business was not involved in the design process as advertised The design process was not documented as advertised We did not approve a design following the process required in our contract They did not provide pricing despite our requests If that is what the bookshelf cost there is no reason for the business to refuse to provide documentation to that effect Their continued refusal to account for my money is unacceptable
Sincerely,
*** ***
[redacted] Date of Loss: 10/*/15 Dear [redacted]: The following constitutes our response to [redacted] complaint regarding a claim for benefits under the [redacted] Collision Damage Waiver benefit. Every [redacted] cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter. As outlined in the guide to benefits, which [redacted] received with his [redacted] card account, this guide in part states: What types of rental vehicles are not covered? Excluded worldwide are: expensive, exotic, and antique automobiles; certain vans; vehicles that have an open cargo bed; trucks; motorcycles, mopeds, and motorbikes; limousines; and recreational vehicles. • Examples of excluded expensive or exotic automobiles are these brands: Aston Martin, Bentley, Bricklin, Daimler, DeLorean, Excalibur, Ferrari, Jensen, Lamborghini, Lotus, Maserati, Porsche, and Rolls Royce. However, selected models of BMW, Mercedes-Benz, Cadillac, and Lincoln are covered • An antique automobile is defined as any vehicle over twenty (20) years old or any vehicle that has not been manufactured for ten (10) years or more. • This benefit is provided only for those vans manufactured and designed to transport a maximum of eight (8) people and which are used exclusively to transport people. If you have any questions about a specific vehicle, please call the Benefit Administrator. This loss occurred on October *, 2015. [redacted] reported this loss on October *, 2015, when he returned to the United States from Germany. He was informed at the time that the BMW M235i may not be covered. [redacted] indicated that came as a shock to him since he was unaware that certain BMW vehicles were not covered. As stated in the guide to benefits, some selected models of BMW are covered, some are not. As it turns out this model is not covered domestically but would be internationally. [redacted] could have inquired to confirm this model BMW was covered prior to renting, but did not. [redacted] was informed on October *, 2015 that the vehicle he rented was a covered vehicle. Although this is an unexpected accident, this rental vehicle was being used on a race course designed for competition and not on the streets of Germany. As outlined in the guide to benefits “[redacted] [redacted]” Also under “What else is not covered? … [redacted]” We have been unable to secure a copy of the rental car agreement from [redacted] rental car company. Therefore, we have informed him that he must supply us with a copy of this agreement. Upon receipt, we will be able to evaluate whether (a) he operated the vehicle under the terms of that agreement, and (b) this loss is covered under this program. Once we receive the requested documentation the claim will be reviewed and a determination made at that time. We will follow up with [redacted] and the rental agency and provide you with the outcome of our findings.
Initial Business Response /* (1000, 11, 2016/05/12) */
The design of the home was approved by the developer prior to the customers purchasing. When the customers purchased several changes were made to the home that apparently were not approved. We are going to be meeting with the developer to...
discuss the matter and see if they will grant approval post construction.
Initial Consumer Rebuttal /* (3000, 13, 2016/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The design inside the house that we changed doesn't affect the design outside the house made by builder. We didn't touch any outside and it is not our fault of not following the preapproved design. [redacted] In the end, as a conclusion, I don't see anything related between the landscaping deposit and the unfollowed outside design which is only their fault, not ours. We didn't touch the exterior.
Dear [redacted]: As [redacted] states, we have received duplicate documentation from him regarding his claim. These documents appear to be the same documents submitted earlier and do not provide the required information being requested. If this is all that [redacted] was provided by the rental agency, then we will again be contacting the rental agency in Germany for the additional information. They have been less than responsive to our requests. Therefore, we are sending a local firm to the rental agency to obtain the required information so that we may expedite this investigation and adjudicate [redacted]'s claim. Sincerely Craig C. L[redacted] Director, Client Solutions, A&H Affinity Solutions [redacted]
[redacted] T ###-###-#### | F ###-###-#### [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]The writer from ACE Group states they have not been able to obtain a copy of the Auto Rental Agreement. I have submitted three copies of the Auto Rental Agreement, one to Credit Card Services with the Claim Form, one to Credit Card Services in [redacted] and one to [redacted] Executive Office in Columbus OH. If the writer from ACE Group would like a copy, please tell me where to send it.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Initial Business Response / [redacted] (1000, 11, 2016/05/12) */ The design of the home was approved by the developer prior to the customers purchasingWhen the customers purchased several changes were made to the home that apparently were not approvedWe are going to be meeting with the developer to discuss the matter and see if they will grant approval post construction Initial Consumer Rebuttal / [redacted] (3000, 13, 2016/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The design inside the house that we changed doesn't affect the design outside the house made by builderWe didn't touch any outside and it is not our fault of not following the preapproved design [redacted] In the end, as a conclusion, I don't see anything related between the landscaping deposit and the unfollowed outside design which is only their fault, not oursWe didn't touch the exterior
Dear [redacted] : As [redacted] states, we have received duplicate documentation from him regarding his claimThese documents appear to be the same documents submitted earlier and do not provide the required information being requestedIf this is all that [redacted] was provided by the rental agency, then we will again be contacting the rental agency in Germany for the additional informationThey have been less than responsive to our requests Therefore, we are sending a local firm to the rental agency to obtain the required information so that we may expedite this investigation and adjudicate [redacted] 's claim Sincerely Craig CL [redacted] Director, Client Solutions, A&H Affinity Solutions [redacted] T ###-###-#### | F ###-###-#### [redacted]
The client signed a contract with a provision to include a custom bookcase with an allowance of $2,The clients met with our finisher on site and provided the details concerning the bookcaseTypically, we will provide our customers with either a credit or charge in the form of a change order
should the cost be less or more than the amount allowed in the contractIf the allowance covers the cost, no change order is producedIn this case, the bookcase was installed according to the clients specifications and the allowance stated in the contract was sufficient and, therefore, a change order was not created
Revdex.com:At this time, I have not been contacted by ACE Group regarding complaint ID ***. I have not heard directly from the company.Sincerely,
*** ***
Dear *** ***: As *** *** states, we have received duplicate documentation from him regarding his claimThese documents appear to be the same documents submitted earlier and do not provide the required information being requestedIf this is all that *** *** was provided by the rental agency, then we will again be contacting the rental agency in Germany for the additional informationThey have been less than responsive to our requests Therefore, we are sending a local firm to the rental agency to obtain the required information so that we may expedite this investigation and adjudicate *** ***'s claim Sincerely Craig CL*** Director, Client Solutions, A&H Affinity Solutions *** *** *** **
*** *** *** *** *** *** *** *** ** *** T ###-###-#### | F ###-###-#### ***
Initial Business Response /* (1000, 5, 2016/02/18) */
We have been waiting for an appointment to get into Mrs ***'s residence to review the issues with pricing and plumbingAs soon as we visit the residence and review the situation with the homeowner we will be able to move forward with a
resolution
Initial Consumer Rebuttal /* (3000, 7, 2016/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The firm will be able to get into my residence on February 22nd, 25th and 26thI wish this complaint to remain open, due to the following reasons:
- water is heard dripping from the upstairs toilet, when used, and subsequent stain on kitchen ceiling
- toilet knobs (at the base) are now removed, subsequent to the wall, beside the toilet, being patched and repainted
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** ***
- do not feel that I am responsible for the $charged for leak repairs*** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
- toilet in half bath, main floor, wobbles
- I will test the Jacuzzi, in the presence of the firm's representative, prior to making payment
Final Business Response /* (4000, 9, 2016/02/23) */
These issues will be addressed at our appointment on the 22nd
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]The writer from ACE Group states they have not been able to obtain a copy of the Auto Rental AgreementI have submitted three copies of the Auto Rental Agreement, one to Credit Card Services with the Claim Form, one to Credit Card Services in *** ** and one to *** Executive Office in Columbus OH. If the writer from ACE Group would like a copy, please tell me where to send it
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
December **, *** *** *** *** *** *** *** ** ***
*** *** ***
*** **
*** Date of Loss: 10/*/ Dear *** ***: The following constitutes our response to *** *** complaint regarding a claim for benefits under the *** *** *** *** *** Collision Damage Waiver benefit Every *** cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter As outlined in the guide to benefits, which *** *** received with his *** card account, this guide in part states: What types of rental vehicles are not covered? Excluded worldwide are: expensive, exotic, and antique automobiles; certain vans; vehicles that have an open cargo bed; trucks; motorcycles, mopeds, and motorbikes; limousines; and recreational vehicles • Examples of excluded expensive or exotic automobiles are these brands: Aston Martin, Bentley, Bricklin, Daimler, DeLorean, Excalibur, Ferrari, Jensen, Lamborghini, Lotus, Maserati, Porsche, and Rolls RoyceHowever, selected models of BMW, Mercedes-Benz, Cadillac, and Lincoln are covered • An antique automobile is defined as any vehicle over twenty (20) years old or any vehicle that has not been manufactured for ten (10) years or more • This benefit is provided only for those vans manufactured and designed to transport a maximum of eight (8) people and which are used exclusively to transport peopleIf you have any questions about a specific vehicle, please call the Benefit Administrator This loss occurred on October *, *** *** reported this loss on October *, 2015, when he returned to the United States from GermanyHe was informed at the time that the BMW M235i may not be covered*** *** indicated that came as a shock to him since he was unaware that certain BMW vehicles were not coveredAs stated in the guide to benefits, some selected models of BMW are covered, some are notAs it turns out this model is not covered domestically but would be internationally*** *** could have inquired to confirm this model BMW was covered prior to renting, but did not *** *** was informed on October *, that the vehicle he rented was a covered vehicleAlthough this is an unexpected accident, this rental vehicle was being used on a race course designed for competition and not on the streets of GermanyAs outlined in the guide to benefits “*** *** *** *** *** *** *** ** *** ** * *** *** *** *** ** *** *** *** *** *** *** ** ***” Also under “What else is not covered? … *** *** ** *** *** *** ***” We have been unable to secure a copy of the rental car agreement from *** *** rental car companyTherefore, we have informed him that he must supply us with a copy of this agreementUpon receipt, we will be able to evaluate whether (a) he operated the vehicle under the terms of that agreement, and (b) this loss is covered under this program Once we receive the requested documentation the claim will be reviewed and a determination made at that timeWe will follow up with *** *** and the rental agency and provide you with the outcome of our findings
Revdex.com:At this time, I have not been contacted by ACE Group regarding complaint ID ***. I have not heard directly from the company.Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: The business still refuses to provide documentation regarding the cost of the change As previously mentioned, an allowance was used because the business needed input from their vendor regarding the cost of CHANGES to the bookshelf included in our specifications The allowance was based on a much larger and more complex unit than what was built The business was not involved in the design process as advertised The design process was not documented as advertised We did not approve a design following the process required in our contract They did not provide pricing despite our requests If that is what the bookshelf cost there is no reason for the business to refuse to provide documentation to that effect Their continued refusal to account for my money is unacceptable
Sincerely,
*** ***
December **, 2015 [redacted]
[redacted]...
[redacted] Date of Loss: 10/*/15 Dear [redacted]: The following constitutes our response to [redacted] complaint regarding a claim for benefits under the [redacted] Collision Damage Waiver benefit. Every [redacted] cardholder receives a copy of the complete terms and conditions of the benefit in the Guide to Benefits provided at card issuance and periodically thereafter. As outlined in the guide to benefits, which [redacted] received with his [redacted] card account, this guide in part states: What types of rental vehicles are not covered? Excluded worldwide are: expensive, exotic, and antique automobiles; certain vans; vehicles that have an open cargo bed; trucks; motorcycles, mopeds, and motorbikes; limousines; and recreational vehicles. • Examples of excluded expensive or exotic automobiles are these brands: Aston Martin, Bentley, Bricklin, Daimler, DeLorean, Excalibur, Ferrari, Jensen, Lamborghini, Lotus, Maserati, Porsche, and Rolls Royce. However, selected models of BMW, Mercedes-Benz, Cadillac, and Lincoln are covered • An antique automobile is defined as any vehicle over twenty (20) years old or any vehicle that has not been manufactured for ten (10) years or more. • This benefit is provided only for those vans manufactured and designed to transport a maximum of eight (8) people and which are used exclusively to transport people. If you have any questions about a specific vehicle, please call the Benefit Administrator. This loss occurred on October *, 2015. [redacted] reported this loss on October *, 2015, when he returned to the United States from Germany. He was informed at the time that the BMW M235i may not be covered. [redacted] indicated that came as a shock to him since he was unaware that certain BMW vehicles were not covered. As stated in the guide to benefits, some selected models of BMW are covered, some are not. As it turns out this model is not covered domestically but would be internationally. [redacted] could have inquired to confirm this model BMW was covered prior to renting, but did not. [redacted] was informed on October *, 2015 that the vehicle he rented was a covered vehicle. Although this is an unexpected accident, this rental vehicle was being used on a race course designed for competition and not on the streets of Germany. As outlined in the guide to benefits “[redacted] [redacted]” Also under “What else is not covered? … [redacted]” We have been unable to secure a copy of the rental car agreement from [redacted] rental car company. Therefore, we have informed him that he must supply us with a copy of this agreement. Upon receipt, we will be able to evaluate whether (a) he operated the vehicle under the terms of that agreement, and (b) this loss is covered under this program. Once we receive the requested documentation the claim will be reviewed and a determination made at that time. We will follow up with [redacted] and the rental agency and provide you with the outcome of our findings.
Initial Business Response /* (1000, 11, 2016/05/12) */
The design of the home was approved by the developer prior to the customers purchasing. When the customers purchased several changes were made to the home that apparently were not approved. We are going to be meeting with the developer to...
discuss the matter and see if they will grant approval post construction.
Initial Consumer Rebuttal /* (3000, 13, 2016/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The design inside the house that we changed doesn't affect the design outside the house made by builder. We didn't touch any outside and it is not our fault of not following the preapproved design. [redacted] In the end, as a conclusion, I don't see anything related between the landscaping deposit and the unfollowed outside design which is only their fault, not ours. We didn't touch the exterior.
Dear [redacted]: As [redacted] states, we have received duplicate documentation from him regarding his claim. These documents appear to be the same documents submitted earlier and do not provide the required information being requested. If this is all that [redacted] was provided by the rental agency, then we will again be contacting the rental agency in Germany for the additional information. They have been less than responsive to our requests. Therefore, we are sending a local firm to the rental agency to obtain the required information so that we may expedite this investigation and adjudicate [redacted]'s claim. Sincerely Craig C. L[redacted] Director, Client Solutions, A&H Affinity Solutions [redacted]
[redacted] T ###-###-#### | F ###-###-#### [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]The writer from ACE Group states they have not been able to obtain a copy of the Auto Rental Agreement. I have submitted three copies of the Auto Rental Agreement, one to Credit Card Services with the Claim Form, one to Credit Card Services in [redacted] and one to [redacted] Executive Office in Columbus OH. If the writer from ACE Group would like a copy, please tell me where to send it.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]