Assurant Employee Benefits

Re: Complainant: [redacted] Case Number: [redacted] Dear Ms [redacted] ,Your correspondence was received by Sun Life Assurance Company of Canada, as administratorfor Union Security Insurance Company (NAIC 70408) dbaAssurant Employee Benefits, onAugust 11, Please be advised that due to HIPAA regulations, we are unable to provide theRevdex.com with details regarding this request unless you are able to provide a signedrelease from the complainantWe will be responding directly to Mr [redacted] , in a timely mannerto the concerns raisedYour request has been forwarded to the appropriate department for reviewand response.If you have any questions, please do not hesitate to contact me.Best Regards,Jerusha [redacted] Regulatory Analyst***copied and pasted from email

At Baked by Melissa we take pride in being as transparent as possible with our customersWhile placing a new order online, prior to order confirmation when asked to choose your arrival date on our website, [redacted] , there is disclaimer as well as an FAQ that states that shipping dates and times are estimated and not guarenteedWe also suggest that if a delivery is needed on a certain date that the customer opt to receive the order earlyThis is due to the fact that while our third party service ***, has a 97% success rate, there is always a chance of delay because of inclement weather, operations, or mechanical issuesIt is also noted that delivery via [redacted] can be anywhere from 8AM and 8PMThe FAQ pertaining to this may be reviewed at [redacted] under the Shipping heading and subject, "Is my arrival date guarenteed?" The customer placed this order on June [redacted] via our website, for estimated arrival on June *** [redacted] made a first attempt to deliver on June [redacted] at 5:47PM, the date the customer opted for, which is within the time frame noted on our websiteThe delivery was taken back to the hub as there was no one available to receiveThe order was then re-attempted and delivered on Monday at 2:52PM, within our day freshness guarenteeAll of our calls are monitored and recorded for quality assurance so we were able to review the correspondence with out agentThe customer called our Customer Happiness line on June [redacted] at 4:31PM and our agent made her aware that upon review of the tracking number, the order was on the truck for deliveryShe then put the customer on hold to get an ETA from ***Once she gained the information she made the customer aware that [redacted] could not locate the driver but that it would be delivered soonThe customer stated that she would dispute the charge and hung up before the agent could offer further resolutionIn situations where a customer would like the order to be delivered at a specific time, we can put in a request with ***, but this is not guarenteedThe customer did not reach out to ask for this accommodation prior to or after the order was placedIf the order has not been received or the customer was not satisfied with the product, we would have offered a complimentary replacment or a refundThis order was delivered and we did attempt to further resolveAt this time, the customer has been refunded the shipping cost of $14.95, due to the delay in delivery

Good morning, I understand based on the comments that the customer has a concern with Assurant and *** and is looking for specific resolution from them. We are *** Camera - a service they contract to perform repairs. It appears as though the customer may have filed the
complaint against the incorrect entity. We are able to do anything the customer's warranty company authorizes but cannot make commitments on their behalf. If there is additional information that might enable us to be of more assistance or any other issues, please let us know

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:
First of all, not at all were the cup cakes deliver fresh, due to the high weather temperatures the ice bag that the place inside wasnt ice anymore, further more the cupcakes were soft smushy and gave the kids in the classroom stomach acheNEVER THE LESS THERES NOTHING STATED WHILE YOUR ARE MAKING THE ORDER AN OPTION TO HAVE THE ORDER DELIVER EARLIER SO THATS A COMPLETE LIEALSO I CALLED THE "HAPPINESS LINE, NOT ONCE BUT TWICE AND BOTH TIMES "HAPPY REPRESENTATIVES DIDNT EVEN ATTEMPT TO TRY TO SOLVE THE ISSUE, THEIR EXCUSE WAS THAT THEY HAVE NO WAY TO TRACK THE *** DRIVER WHICH IS ACTUALLY A COMPLETE LIE AS WELLThe package was never attempted to get deliver at 5:47pm the lady that cleaned the school leaves at 7pm and such package never got deliverALSO THERE NO SHIPPING OF $REFUNDED TO MY CREDIT CARDWHEN I told them I was gonna call my credit card company and rejected the payment they gave a complete creditThe order was supposed to be deliver on JUNE *** NOT DAYS LATERMORE TO THE FACT IS THEY REALLY NEVER EVEN CONTACTED ME IN REGARDS TO THE MATTER, ANOTHER LIEI want people to know and learned from my extremely bad experience not to order from them ever again
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The lens was broken at your locationTherefore, it's your responsibility to be accountable for customers propertyThere are laws and legal actions for businesses that damage property and assume no responsibilityIf you need authorization to replace the lensI suggest you contact ***
Sincerely,
*** ***

Re: Complainant: [redacted]Case Number: [redacted]Dear Ms. [redacted],Your correspondence was received by Sun Life Assurance Company of Canada, as administratorfor Union Security Insurance Company (NAIC 70408) dba. Assurant Employee Benefits, onAugust 11, 2016. Please be advised that due to HIPAA...

regulations, we are unable to provide theRevdex.com with details regarding this request unless you are able to provide a signedrelease from the complainant. We will be responding directly to Mr. [redacted], in a timely mannerto the concerns raised. Your request has been forwarded to the appropriate department for reviewand response.If you have any questions, please do not hesitate to contact me.Best Regards,Jerusha [redacted]Regulatory Analyst[redacted]copied and pasted from email.

Revdex.com:At this time, I have not been contacted by Baked By Melissa, LLC. regarding complaint ID [redacted].Sincerely,[redacted]

At Baked by Melissa we take pride in being as transparent as possible with our customers. While placing a new order online, prior to order confirmation when asked to choose your arrival date on our website, [redacted], there is disclaimer as well as an FAQ that states that shipping dates...

and times are estimated and not guarenteed. We also suggest that if a delivery is needed on a certain date that the customer opt to receive the order early. This is due to the fact that while our third party service [redacted], has a 97% success rate, there is always a chance of delay because of inclement weather, operations, or mechanical issues. It is also noted that delivery via [redacted] can be anywhere from 8AM and 8PM. The FAQ pertaining to this may be reviewed at [redacted] under the Shipping heading and subject, "Is my arrival date guarenteed?" The customer placed this order on June [redacted] via our website, for estimated arrival on June [redacted] made a first attempt to deliver on June [redacted] at 5:47PM, the date the customer opted for, which is within the time frame noted on our website. The delivery was taken back to the hub as there was no one available to receive. The order was then re-attempted and delivered on Monday at 2:52PM, within our 4 day freshness guarentee. All of our calls are monitored and recorded for quality assurance so we were able to review the correspondence with out agent. The customer called our Customer Happiness line on June [redacted] at 4:31PM and our agent made her aware that upon review of the tracking number, the order was on the truck for delivery. She then put the customer on hold to get an ETA from [redacted]. Once she gained the information she made the customer aware that [redacted] could not locate the driver but that it would be delivered soon. The customer stated that she would dispute the charge and hung up before the agent could offer further resolution. In situations where a customer would like the order to be delivered at a specific time, we can put in a request with [redacted], but this is not guarenteed. The customer did not reach out to ask for this accommodation prior to or after the order was placed. If the order has not been received or the customer was not satisfied with the product, we would have offered a complimentary replacment or a refund. This order was delivered and we did attempt to further resolve. At this time, the customer has been refunded the shipping cost of $14.95, due to the delay in delivery.

Hi [redacted],   Thank you for your assistance.  My second response was as follows:   "As stated, Baked by Melissa does not guarentee shipping dates and times as we ship third party via [redacted].  This is noted in our FAQ section as well as the order confirmation prior to order finalization and  the customer choosing an estimated arrival date.   Our cupcakes and macarons are baked within 24 hours of ship out and are packed with dry ice or frozen gel packs to guarentee freshness for 4 days in transit, 3 days at room temperature, and up two weeks when refrigerated or frozen.  We received no correspondence from the customer stating that the cupcakes arrived in less than ideal condition.  In the case we did, we would have been happy to set up a complimentary replacement order or refund.   As a one time exception, we issued a refund on 6/** at 6:35PM despite the fact that we attempted delivery on the customers intended arrival date and the order arrived within our freshness guarentee.  Refunds are typically processed within 3-5 business days. "*Please see attached*      [redacted], Please let me know if you require any further information.   Best,Ani J[redacted]  |  Manager of Customer Happiness Baked by Melissa [redacted]