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Chatsworth Motor Sales Ltd

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Reviews Chatsworth Motor Sales Ltd

Chatsworth Motor Sales Ltd Reviews (329)

January 5, 2015
[redacted]
Galveston, TX [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...

under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
Your complaint filed with the Revdex.com is
summarized below.
You filed a claim with N.E.W. on November 19, 2014 for a [redacted] game
system that was not working properly. You were advised it should be resolved
within 5-10 business days. As of December 15, 2014 you had not received a
reimbursement via a [redacted] gift card for the game system as expected.
The desired resolution listed in
your complaint is to receive a [redacted] gift card for the purchase price paid
for the game system including sales tax in the amount of $108.21.
A review of your service history
for the replacement plan you purchased has been completed. The research confirms
your claim for a [redacted] game system was initiated November 19, 2014. The same
day a UPS return shipping label was sent to you via the U. S. Postal Service.
Our records reflect the product was marked as “in transit” December 4, 2014. A
gift card in the amount of $108.21 ending in #[redacted] was invoiced the same day.
Our records reflect the gift card was utilized for three purchases occurring
between the dates of December 6, 2014 through December 10, 2014 and now has a
$0.00 balance remaining.  A second claim
for another [redacted] game system was initiated and a gift card ending with #[redacted]
in the amount of $108.21 was invoiced on December 17, 2014 after we received a
legible copy of the original purchase receipt. Our records reflect it was
utilized for three purchases between December 17, 2014 and December 19, 2014 and
also has a $0.00 balance remaining.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]@asurion.com      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville,
TN 37211
v

December 23, 2015
[redacted] *
Crockett, TX [redacted]
Complaint # [redacted]
Dear [redacted],
I am writing in response to your additional rebuttal on December 21st to our additional reply that was submitted to the Revdex.com on December 18th.
The information we previously provided that is related to your UTV diagnosis and repair was provided by our service center. We trust and rely on their expertise as they are authorized to preform said diagnosis and repair.
As previously stated in our submission on December 18th to the Revdex.com, as well as our email to Investigator John Sanchez at the Texas Department of Licensing and Regulation, “We consider the claim on your UTV to be fulfilled”.
Specific language from the terms and conditions of the service plan you purchased for your UTV are listed below for additional clarification.
WHAT IS NOT COVERED: (1) INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO ANY DELAY IN RENDERING SERVICE UNDER THIS PLAN, FOR LOSS OF DATA, OR FOR LOSS OF USE DURING THE PERIOD THAT THE PRODUCT IS AT A REPAIR CENTER OR OTHERWISE AWAITING PARTS; (3) DAMAGE FROM ACCIDENT (UNLESS COVERAGE OTHERWISE NOTED ABOVE), ABUSE, MISUSE, INTRODUCTION OF FOREIGN OBJECTS INTO THE PRODUCT; (9) THE ELEMENTS OR ACTS OF GOD; (17) ANY LOSS OTHER THAN A COVERED BREAKDOWN OF THE PRODUCT; (23) DAMAGE, WARPING OR RUSTING OF ANY KIND TO THE HOUSING, CASE OR FRAME OF THE PRODUCT OR ANY NON-OPERATING PART;
Definitions: (3) “breakdown”: refers to the mechanical or electrical failure of the product caused by: a) defects in materials/and or workmanship, b) normal wear and tear, c) dust, heat, or humidity, d) power surges
As to your request for a replacement of your UTV, replacement is an option, if at our discretion, a replacement is required due to a breakdown or if the UTV was repaired 3 times for the same breakdown and requires a fourth repair for the same breakdown, as determine by us. Neither of which is the case for your UTV.
Also be advised that the total liability under the plan you purchased for your UTV is the purchase price you paid for the UTV. In the event that the total of all authorized repairs exceeds the purchase price paid for the product we shall have satisfied all of our obligations under this plan. Any approved reimbursement under the guidelines of the service plan you purchased for your UTV would be minus all authorized repairs thus far.
Your continued rejection of our responses does not affect the fulfilled status of the claim on your UTV. Please note, as previously stated, the plan you purchased for your UTV will remain active until July 31, 2016 for mechanical/electrical failure. We will continue to provide service for issues that are covered by the Plan, but not for issues that are the result of misuse or neglect.
Regards,
Cynthia R[redacted]
Sr. Compliance Coordinator | [redacted]@asurion.com
P ###-###-#### | F ###-###-#### | www.asurion.com

February
27, 2015
[redacted]
[redacted]
Jackson,
TN [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Middle Tennessee & Southern...

Kentucky, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
N.E.W. Customer Service Companies, LLC and its member companies
(N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service.  Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you state the
following:
A
claim was filed by you in September 2014. After not hearing from anyone on
October 18th you called and initiated another claim. You were
provided with three different dates that your claim check was process and
mailed to you. As of the date you filed this complaint you had not received
payment for your claim after being told multiple times that you would be.
The
following is the desired resolution listed in your complaint:
“I
want my money back and I would like to be compensated for the time and me
having to sit on the phone day in and day out without them just sending my
money in the first place. $300 total.”  
We
spoke on February 21, 2015 and I apologized for any inconvenience the delay in
you receiving your claim check may have caused. I advised you any customer’s concerns
allow us to revisit the claims process and coach to better service in the
future. I explained that any additional compensation was not provided for under
the terms and conditions of the service plan you had purchased for your tablet.
You accepted my explanation and were happy I had called to discuss your
concerns. 
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

June 16,
2015
 
[redacted]
[redacted]
Cooper
City, FL [redacted]
Case #
[redacted]
 
[redacted],
 
On behalf of Asurion, please
accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC...

& Eastern Pennsylvania, under the above
referenced file number. I would like to offer my apology that your experience with
Asurion did not meet your expectations.
 
Asurion Service Plans. Inc.
(Asurion), is a provider of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience.
 
Asurion strives to provide
world class customer service.  Each call or letter that comes into Asurion
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
 
According
to your complaint filed with the Revdex.com, on May 3, 2015 you
returned a phone to Asurion for replacement. 
You were advised the same phone was not in stock and that you would
receive a reimbursement of the purchase price within 7-10 days so that you
could purchase a replacement.  As of June
4th you still had not received the reimbursement.  Each time you contacted Asurion you received
information that the process was held up due to a system related issue and that
the reimbursement should be issued within 3-5 days. 
 
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for
your phone.
 
A review of your service history
for the service plan you purchased has been completed. The research revealed
you initiated a claim April 30, 2015 for an [redacted] that had sustained
damage to the screen.  A prepaid return
shipping label was provided to you so that you could return the damaged product
to our depot center.  The tracking number
assigned to your return shipping label confirms the product was received at our
facility May 4, 2015.  Upon arrival of
the product it was misplaced and did not get checked in properly.  This is the reason your reimbursement was not
issued in a timely manner. After a lost product inquiry was completed, the
claim was approved for reimbursement May 26, 2015. The payment was invoiced
June 8, 2015.  
 
The claim fulfillment method was
to be a reimbursement of the purchase price you paid for the product via e-gift
card.  For reasons I have been unable to
determine, the reimbursement amount approved with sales tax was $372.00.   The purchase price you paid for the product,
not including sales tax, was $650.00.  On
June 8, 2015 a request to provide the remaining purchase price amount was
approved. A check in the amount of $316.93 including sales tax was invoiced on
June 12, 2015.  If you have not received
the remaining reimbursement amount upon receipt of this letter please contact
me at the phone number below. 
 
We sincerely regret your claim
experience was less than satisfactory. 
The service you received is not typical of the service we strive to
provide on a daily basis to all our customers. We will utilize your claim in an
effort to prevent similar experiences from occurring with other customers. I
hope this response provides you with the necessary information to close out
this complaint filed against Asurion.  If we can be of further assistance
to you regarding this matter, please do not hesitate to contact me directly at
###-###-####.
 
Regards,
 
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

June 17,
2015
 
[redacted]
[redacted]
Waterford,
MI [redacted]
Case #
[redacted]
 
[redacted],
 
On behalf of Asurion, please
accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...

Pennsylvania, under the above
referenced file number. I would like to offer my apology that your experience with
Asurion did not meet your expectations.
 
Asurion Service Plans. Inc.
(Asurion), is a provider of extended service plans, buyer protection services
and product support programs that serves more top consumer electronics
retailers than any other provider. Asurion offers retailers and
manufacturers innovative, customizable solutions for the delivery of customer
service and support throughout the product ownership experience.
 
Asurion strives to provide
world class customer service.  Each call or letter that comes into Asurion
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
 
According
to your complaint filed with the Revdex.com, your son’s saxophone
had some issues pertaining to sticking keys and a missing pad.  You contacted both the retailer where you
purchased the saxophone, and Asurion regarding these issues.  After speaking with both companies and
spending several hours on the phone there has been no resolution.  Requests for a return call from supervisors
have gone unresponded to.
 
The desired resolution listed in
your complaint is to have your son’s saxophone repaired or replaced and to
receive a new extended warranty. 
 
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you purchased a saxophone from [redacted] & [redacted] on September
3, 2014. The issues you described are covered by the manufacturer’s warranty as
they occurred within the first year after purchase.  Our representatives advised you on May 12,
16, and June 1, 2015 to contact the manufacturer as our service plan does not
provide coverage for issues that are the responsibility of the
manufacturer.  On June 2, 2015 you
contacted Asurion with a store representative from [redacted] & [redacted] named
[redacted] on the line with you.  An Asurion
resolution specialist advised the correct process was to contact the
manufacturer. The store representative advised he would be able to assist
moving forward. 
 
The following information can be
reviewed on the [redacted] & [redacted] website under their Frequently Asked
Questions for Products item # 2. 
 
What is [redacted] & [redacted]'s Warranty Policy?
 
[redacted] & [redacted] is an authorized dealer for
all brands we carry on our site and all brand new items come with a
manufacturers' warranty. You have 2 options should your instruments need
warranty repairs covered by the manufacturer:
 
1.     
Use a local repair shop for
warranty services -
Visit our stores to arrange for warranty services
facilitated through our network of repair facilities.
 
2.     
Send it to us for warranty
services -
For band and
orchestra instruments you have purchased, you also have the option to send the
instrument to [redacted] & [redacted] and we will take care of the warranty
repairs. You are responsible for shipping
charges to and from [redacted] & [redacted]. We recommend that you insure your
package as well. Please be aware that your repair could be delayed if we have
to send it back to the manufacturer for warranty service. Please contact
Customer Service for instructions.
 
The service plan you purchased
does provide for a reimbursement of the cost to submit the item to the
manufacturer while under their warranty. 
A check in the amount of $23.11 was provided to you for this
reason. 
 
Please understand the service
plan you purchased for your son’s saxophone does provide coverage from the date
of purchase for certain issues such as accidental damage from being dropped.  Issues that are covered by the manufacturer’s
warranty during their warranty period are solely the responsibility of the
manufacturer. After the manufacturer’s warranty expires, the service plan
continues to provide coverage for damage due to accidents as well as for issues
originally covered by the manufacturer.
 
I hope this response provides you
with the necessary information to close out this complaint filed against
Asurion.  If we can be of further assistance to you regarding this matter,
please do not hesitate to contact me directly at ###-###-####.
 
Regards,
 
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

February 12, 2015
[redacted]
Winchester, VA [redacted]
Case # [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...

Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
contacted N.E.W. after you noticed your [redacted] Playbook no longer booted up
in the timely manner you were accustomed to. The representative you spoke with
advised the problem was software related which is not covered by the DirecTV
Home Protection Plan you purchased. You informed the representative the problem
began several weeks after the most recent software update. You believed if the
problem were software related it would have occurred soon after the update, not
several weeks later.
The desired resolution listed in
your complaint is for the product to be repaired or replaced.
A review of your service history
for the replacement plan you purchased has been completed. The research revealed
you contacted N.E.W. February 3,
2015.  Your request for service was
denied without a clear explanation. I spoke with you to discuss your concerns.
I agreed without a service technician actually performing a diagnosis with the
[redacted] Playbook it would be difficult to determine the root cause of the
problem.  I agreed to initiate a service
request with the understanding if the problem was determined to be software
related the product would be returned to you unrepaired. A prepaid return
shipping label has been provided to you. As of the writing of this letter the
product is in route to our service center.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The company is claiming that what the contract states is not accurate and although I have my "max-assurance" contract in my hand and it states "Except for power surge and coverage for accidental damge from handling, which begins on the date you purchase your covered product, coverage is effective upon expiration of the manufacturers parts and labor warranties." They claim they are not liable because my coverage started on the day I purchased my product and therefore had expired. 
Regards,
[redacted]

June 8, 2015
[redacted]
[redacted]
San Ysidro, CA [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern...

Pennsylvania, under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com, you
submitted your tablet to N.E.W. several times for the same problem only to have
it returned to you each time without being repaired properly. 
The desired resolution listed in
your complaint is to be advised of other options available to you if the tablet
is unrepairable.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed your tablet has been serviced three times for the same problem
pertaining to the screen. The Service Plan you purchased has a No Lemon Clause
which reads as follows:
After three (3)
service repairs have been completed on an individual product, for the same defect,
and that individual product requires a fourth (4) repair, as determined by us,
we will replace it with a product with equal or similar features and
functionality equal to the current market value of the product, not to exceed
the original purchase price of the product. Replacement products may be new,
refurbished or remanufactured to meet the manufacturer’s specifications of the
original product at our discretion. Technological advances may result in a
replacement product with a lower selling price than the original product. The
No Lemon Policy does not apply to repairs performed while the product is under
the manufacturer’s warranty. Preventative maintenance checks, cleanings,
product diagnosis and customer education are not considered repairs for the
purposes of the No Lemon Policy.
I spoke with you to discuss your concerns and apologize
for a less that satisfactory experience. 
In an effort to resolve your complaint I offered to provide a
reimbursement of the purchase price paid for the tablet upon its return to N.E.W. without having to go through a
fourth diagnosis.  You agreed this would
be a satisfactory resolution.  I provided
you with a return box and shipping label. Upon the tablet being delivered to N.E.W., I will submit the reimbursement
request.  Once issued, I will have the
check sent to the address at the top of this letter via next business day
delivery.  
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN [redacted]

February 4, 2016 [redacted]
Re: Complaint # [redacted]
Mr. J[redacted]
On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...

referenced file number. I would like to offer my apology that your experience with Asurion did not meet your expectations.
Asurion Services, LLC (Asurion) formerly National Electronics Warranty, LLC is the current administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider. Asurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
Asurion strives to provide world class customer service. Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is copied below.
I need $14.00 from the [redacted] product care plans.
The desired resolution listed in your complaint is to receive $14.00
A review of your service history for the service plan(s) you purchased has been completed. Because the complaint information submitted to Asurion was vague, I attempted to contact you to discuss your concerns. I was unable to reach you but spoke with your father who explained that you purchased a bicycle from [redacted] several years ago which began to have problems. He added that you submitted a claim for the bicycle and received a reimbursement of the purchase price in the amount of $115.00. You went back to [redacted] to purchase a new bicycle and had to spend an additional $14.00 to cover the cost of the replacement. We completed a thorough search of all items registered to you and confirmed only one claim has been completed for you. This was for a bicycle purchased at [redacted] August 12, 2013. The reimbursement amount provided to you was $219.97 paid with check # [redacted] issued October 22, 2014.
I attempted to explain to your father that we have no record of any other payment to you. He was adamant the amount we sent to you was only $115.00 and that a payment of $219.97 must have been issued to someone else. I requested a copy of the check we issued to you which is attached. I also attempted to explain that the maximum amount that we will provide as a reimbursement is the purchase price paid for an item plus the sales tax. There is a section in the terms and conditions of the service plan you purchased labeled Limit of Liability. It reads as follows.
For any single claim, the limit of liability under this Plan is the lesser of the cost of (1) authorized repairs, (2) replacement with a product with similar features, (3) reimbursement for authorized repairs or replacement or (4) the price that you paid for the product. The total liability under this Plan is the purchase price you paid for the product; in the event that the total of all authorized repairs exceeds the purchase price paid for the product or we replace the product with another of equal or greater value, we shall have satisfied all obligations owed under this Plan and the Plan shall terminate.
If you used any other person’s name or phone number to register a bicycle with a purchase price of $115.00, please forward that information to my e-mail address [email protected] and I will gladly reexamine your complaint. I hope this response provides you with the necessary information to close out this complaint filed against Asurion. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at [redacted]
Regards,
Ken P[redacted]

January 26, 2015
[redacted]
San Tan Valley, AZ 85140
Case # [redacted]
Mr. [redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...

under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
Your complaint filed with the Revdex.com is
summarized below.
You purchased an [redacted] with a 3 year extended warranty. You were
advised if anything happened to your [redacted] you would receive a free
replacement. Your [redacted] would no longer charge. When you submitted a claim with
N.E.W. you were advised to contact the manufacturer. When you did so, you were
informed [redacted] is responsible for the product.
The desired resolution listed in
your complaint is to receive a replacement [redacted] and something extra for your
troubles.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you purchased an [redacted] at [redacted] November 27, 2014. On January
11, 2015 you contacted N.E.W. because
it would not take a charge. You were instructed to call the manufacturer as the
[redacted] was still under the manufacturer’s warranty. You called back later the same day to state
you were upset that you had been advised to contact the manufacturer. You
requested to speak with someone with more authority. A corporate resolution
specialist named Katrina contacted you and offered to submit a claim for you.
She agreed to follow through with the claim until it was complete. Our records
indicate the service request was completed January 19, 2015.  Katrina spoke with you January 21, 2015
and agreed to follow up with you on Friday January 23, 2015 to confirm you
received the [redacted].
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] |
Nashville, TN 37211

December 23, 2014
[redacted]
PO Box [redacted]
Altamonte Springs, FL [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...

referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider.  N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service.  Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
You submitted a claim with N.E.W. November 22, 2014 for a [redacted] tablet that was purchased at a [redacted] store February 10, 2013. You submitted receipt information as requested. You are unable to proceed with your claim as no one at N.E.W. will provide you with a status update.
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the tablet.
A review of your service history for the replacement plan you purchased has been completed. The research revealed you originally purchased a tablet from [redacted] in 2011 along with a replacement Plan administered by N.E.W.   A claim was submitted for the tablet you purchased in 2011 and N.E.W. provided you with a reimbursement of the purchase price. The replacement Plan was fulfilled in its entirety upon the reimbursement being issued. You then purchased a second tablet in February 2013. N.E.W. asked you to provide a receipt copy confirming the purchase of a second replacement Plan for the new tablet. You indicated your understanding was the Plan you purchased in 2011 would carry over to the new tablet. We advised you that was not correct. The Plan is active until we provide a replacement/reimbursement for a covered product or until the Plan expires, not both. Under the section of the terms and conditions of the Plan listed as the Limit of Liability, you will read the following.
In the event that the total of all repairs exceeds the purchase price you paid for the product, excluding sales tax, or we reimburse you for a product with another product with similar features, we shall have satisfied all of our obligations under this Plan.
N.E.W. provided you with a reimbursement of the purchase price you paid for the tablet that was bought in 2011.  Upon issuing the reimbursement, your plan was no longer in effect. You used the reimbursement funds to purchase a replacement tablet, but you did not provide proof of purchase for another replacement Plan. This is the reason the claim submitted November 22, 2014 was not honored. N.E.W. provided an explanation to you in an e-mail that was sent December 5, 2014. Below is a copy of the e-mail we sent.
Hello,
Thank you for submitting a copy of your purchase receipt. The receipt provided does not show the purchase of your protection plan for the second [redacted]. A previous claim for a [redacted] was processed under service request number [redacted] which was fulfilled by gift card number [redacted]. This gift card did fulfill the contract and a new one is required for the second tablet. Please provide a copy of the purchase receipt showing the purchase of a second protection plan.
Thank you,
Brett
Examiner, Claims Review
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

December 22, 2014
[redacted]
[redacted]
Salem, OR [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...

referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider.  N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service.  Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
You have been trying to get a tablet replaced for over a month. You followed the instructions provided and sent your tablet to N.E.W. You have been advised on different occasions that you would be sent a reimbursement in the form of a check or a gift card only to not receive it as expected.  Each time you call to request a status update you are provided with different information. 
The desired resolution listed in your complaint is to receive a refund of the purchase price and a free extended warranty on your next device.
A review of your service history for the replacement plan you purchased has been completed. The research revealed a claim was opened with N.E.W. October 10, 2014 for a tablet registered to [redacted]. Our system notes indicate on October 13, 2014 a replacement [redacted] Premium 7HD 512MB tablet was selected by the customer as the fulfillment method for the claim. It was shipped via [redacted] with the tracking # [redacted].  The [redacted] website indicates it was delivered October 23, 2014.
I attempted to reach you by calling the phone number you provided the Revdex.com which is the same number we have registered in our system. I was unable to leave mess[redacted]s as a recording indicated your voicemail box has not been set up yet. 
Please check with [redacted] to ask if she received the replacement tablet as it was addressed to her. If the tablet was not received as [redacted] indicates, please call me at the phone number below so that we may investigate further.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

May 7, 2015
[redacted]
[redacted]
Woonsocket, RI [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...

under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, you
purchased a Product Care Plan through [redacted] for a cell phone. The Plan stated
we would repair, replace, or refund the purchase price paid for the cell phone.
When you submitted a claim you were advised we would not provide a replacement
because replacement devices were unavailable where we are located. The [redacted]
website does have the item in stock. 
The desired resolution listed in
your complaint is to receive a replacement product.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. April
20, 2015 to submit a claim for a wireless device purchased at [redacted].  The claim was approved and you were provided
with a prepaid return shipping label so you could forward the damaged device to
our depot center.  Upon the depot
receiving the mobile device you were to be provided with a reimbursement of the
purchase price including sales tax.  The
mobile device was received at our depot center Monday May 4, 2015.  A reimbursement in the form of a check
payable to you was invoiced the following day.
Your statement that we would
repair, replace, or refund the purchase price paid for the mobile device is correct.  The terms and conditions for your Replacement
Plan are available on [redacted]’s website. 
In the section of the terms and conditions labeled What is Covered, you will read the following statement:
This Plan covers
parts and labor costs to repair or replace your product in the event the
product experiences a breakdown. If we determine that we cannot service your
product as specified in this Plan, we may replace it with a replacement product
or we may at our
discretion issue you a gift card or check for the original purchase price of
that product, including taxes, as indicated on your sales receipt. Non-original
manufacturer's parts may be used for repair of the product if the
manufacturer's parts are unavailable or more costly.
It is standard
policy to provide customers a reimbursement for items with a retail price of
less than $150.00.  We appreciate your
business and regret that your experience has been less than satisfactory,
however we are unable to change the fulfillment method for your claim.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

December 23, 2014
[redacted]
Mars Hill, ME [redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above...

referenced file number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider.  N.E.W. offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer service.  Each call or letter that comes into N.E.W. regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
Your complaint filed with the Revdex.com is summarized below.
You purchased a tablet from [redacted] with an extended service plan administered by N.E.W. You submitted a claim for the tablet after it was dropped and sustained damage to the screen. The screen was replaced and the tablet returned to you, however it was not functioning properly when you received it. Specifically the screen was not responsive. Simply unlocking the tablet often required several restarts. You contacted N.E.W. and were advised to send the tablet back for a second repair attempt which you agreed to.  After receiving the tablet again from N.E.W., it is still exhibiting the same problems you experienced after the first repair. Currently it is unusable.
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the tablet or a replacement device.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed your tablet was submitted for service on two occasions. Due to the length of time that passed without your tablet being usable and as a gesture of goodwill for customer satisfaction, we agreed to provide a reimbursement of the purchase price paid including sales tax. The reimbursement will be a [redacted] e-gift card sent to your e-mail address. You indicated this would provide a satisfactory resolution.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

March 30, 2015
[redacted]
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under the
above...

referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, Our
brochure indicates in several locations that a claim will be fulfilled with a
replacement product. Only in smaller print, located inside the brochure does it
state that a gift card in the amount of the purchase price may be provided to
fulfill a claim. A store associate from [redacted] promised you would receive
a replacement product if you filed a claim. You purchased your product during a
Black Friday special, and the purchase price will no longer cover the cost of a
replacement item.
The desired resolution listed in
your complaint is to receive a replacement product.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you submitted a claim with N.E.W.
March 12, 2015 for a tablet that was originally purchased at [redacted]. You
were informed you would receive a prepaid return shipping label to send the
tablet to our depot center. Upon receipt of the tablet you would be provided
with an [redacted] gift card for the purchase price paid for the tablet for
you to use towards the purchase of a replacement tablet. You explained to our
representative that the tablet was purchased on a Black Friday sale, and that
you do not believe our brochures should include smaller print with the program
details. You have been informed that the limit of liability for the Replacement
Plan is the purchase price paid for the item. We regret that you are
unsatisfied with the Replacement Plan you purchased.  It is always imperative to read and
familiarize yourself with the terms and conditions of any type of replacement
or insurance plan so that you are comfortable with the procedures that will
follow should you need to submit a claim. Unfortunately we are unable to change
our terms and conditions based upon information provided to you verbally at the
time of purchase. If you prefer not to complete the claim we are able to cancel
the Plan and provide a full refund of the price you paid Plan.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at [redacted].
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted] | www.asurion.com
[redacted]

May 19, 2015
[redacted]
Las Vegas, NV [redacted]
Case # [redacted],
On behalf of N.E.W., please accept this letter in response to your inquiry filed
with the Revdex.com of Metro Washington DC & Eastern...

Pennsylvania,
under the above referenced file number. I would like to offer my apology that
your experience with N.E.W. did not
meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly investigated.
According to your complaint filed with the Revdex.com, you
purchased a tablet from [redacted] with an extended protection plan administered by
Asurion. After the screen cracked you attempted to submit a claim online
unsuccessfully, receiving error messages. You called to submit the claim and
were advised the Plan did not cover tablets. 
The desired resolution listed in
your complaint is to be provided an [redacted] gift card for the purchase price
amount so you can replace the device.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed you contacted N.E.W. April
28, 2015 to submit a claim for your tablet. 
The system rejected the claim after it did not recognize the Plan information
that was entered.  Follow up notes state
the Plan that you purchased was for electronics when the Plan purchased should
have been for tablets.  Additional notes
indicate the correct Plan was manually created for you after your initial
attempt to submit a claim. I sent an e-mail to you May 12, 2015 with contact
information for a Resolution Specialist who has agreed to assist you. You replied that you have been out of town but
would follow up as soon as possible once you are able.
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance
to you regarding this matter, please do not hesitate to contact me directly at
###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

April 14, 2015
[redacted]
[redacted]
West Palm Beach, FL [redacted]
Case # [redacted]
[redacted],
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,...

under the
above referenced file number. I would like to offer my apology that your
experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider.  N.E.W. offers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.W. strives to provide
world class customer service.  Each call or letter that comes into N.E.W.
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com you
purchased a Replacement Plan for a wireless phone. You registered the wireless
phone and Replacement Plan with N.E.W. 
When you needed to file a claim you were informed the transaction code
used when your wireless phone was registered was invalid. N.E.W. refused to
forward a return shipping label to you so that you could send the product to
our depot center. You attempted to follow up three times. On each call you were
advised due to the wrong information being registered you would need to wait
3-5 business days for a response, only to never receive a call back. When you
asked to speak with a supervisor on one call, the representative was
disrespectful and laughing.
The desired resolution listed in
your complaint is to receive a return shipping label via e-mail as was
advertised when you purchased the Plan, an apology, and for N.E.W. employees to be more
professional.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed a claim was initiated March 27, 2015 for a wireless phone. A prepaid
[redacted] return shipping label was sent to the address in our records via United
Stated Postal Service so that you could forward the product to our depot center.
N.E.W. received information April 4,
2015 that you had not received the shipping label. A second label was sent also
using the United States Postal Service. On April 8, 2015 the first return
shipping label was scanned by [redacted] indicating the product was in route to our
depot center.  The following day April 9,
2015 a reimbursement in the form of an e-gift card was invoiced for the full
purchase price paid including sales tax.
We regret your experience with N.E.W. was less than satisfactory. I am
still working to ascertain if the return shipping label was not sent to you via
e-mail due to an error at registration. We will utilize our findings in an
effort to prevent others from having the same experience. I hope this response
provides you with the necessary information to close out this complaint filed
against N.E.W. If we can be of further assistance to you regarding this
matter, please do not hesitate to contact me directly at ###-###-####.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN [redacted]

I want to thank you for your assistance in this matter.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

January
22, 2015
[redacted]
Elverta,
CA 95626
Complaint
ID#[redacted]
Dear
Mr. [redacted],
On
behalf of N.E.W., please accept this
letter in response to your inquiry filed with the Revdex.com of
Metro Washington DC &...

Eastern Pennsylvania, under the above referenced file
number. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
 
N.E.W. Customer Service Companies, LLC and its member
companies (N.E.W.), is a third-party administrator of extended service
plans, buyer protection services and product support programs that serves more
top consumer electronics retailers than any other provider.  N.E.W. offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
N.E.W. strives to provide world class customer
service.  Each call or letter that comes into N.E.W. regarding
concerns or issues relating to our service plan(s) is thoroughly investigated.
According
to your complaint filed with the Revdex.com you stated the
following:
”I
purchased a [redacted] TV from [redacted] in July, 2013, at which time I also purchased
the extended warranty through [redacted] Protection Plan serviced by Asurion. In
November 2014, the HDMI connection burned out and Asurion was contacted and
sent their repairman out. He did not know how to repair a [redacted] TV and after
several attempts (which included several calls to the [redacted] technical support),
he still could not fix the problem. He stated several times, he had never
worked on or even heard of [redacted] before, and that he had just started working
for this company a month ago. He took the TV apart one final time, which he
took the back completely off, leaving the screen unstable. He plugged the TV in
and HE lifted the corner of the TV, at which time a crackling sound was heard.
The repairman then said to my son, "Oh, I hope that wasn't from me."
My son was standing there and wasn't even touching the TV, just watching. My
son was disturbed at the way the repairman was doing the job. When the TV was
turned on, the screen on the corner where he lifted the tv up, was cracked. At
that time, he left. My son and daughter started dealing with the coverage plan,
Asurion, over getting the TV replaced, and was told that they were taking the
side of the repairman, who lied to keep his job, I believe. I am recovering
from a throat surgery and cannot speak. My family has dealt with Asurion
several times, and they are not fixing the set that their employee broke. We
called to have the HDMI fixed, and by the end of it, my TV set is no longer
good. It was the repairman's fault. We have given the company ample time and
opportunity to resolve this problem, and they refuse to.”
The
desired resolution listed in your complaint was:
I
would like for Asurion to replace the [redacted] TV that their repairman broke with
a new TV, and [redacted] should not push customers to buy extended warranties from
this company since they do not honor it.
A
review of your service history for the service plan you purchased has been
completed. The research revealed a service request initiated for your
television on November 23rd. A technician was dispatched to service
your television on November 26th. Please note, we only dispatch
techs that are certified by the manufacturer.
Calls
were received from you on December 5th, 8th, 10th
and 26th. Notes in your service request that indicate you were
calling about the technician who serviced your television cracking the screen.
You were advised that the technician provided N.E.W. with information that your television’s screen was cracked
when he arrived and you should contact the service center directly.      
We
spoke on January 20th and I advise you a decision was made to
reimburse you for your television for customer satisfaction. This reimbursement
was provided due to our not being able to validate who caused the damage to the
television. Your reimbursement check should be received in 5 to 7 business
days at the address listed in your complaint. When asked you had no additional
concerns or questions.
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
Regards,  
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com

March 30, 2015
 
[redacted]
[redacted]
[redacted]
[redacted]
 
 
Dear [redacted]
 
I
am writing in response to your rebuttal on March 24th, to N.E.W.’s original reply to your RevDex.com complaint.
 
According
to your original complaint filed with the Revdex.com, you never
received a shipping label to send your mobile device to N.E.W. for it to be replaced under the replacement plan you
purchased for it. The desired resolution listed in your original complaint was
to have your mobile device repaired or replaced.
 
A Resolution Specialist named Leigh A**
contacted you and mailed a shipping label to you after you advised her you were
unaware the previous shipping labels were being sent to you by email. The label
would have provided a means for your mobile device to be sent to N.E.W. so a [redacted] gift card could be provided
to you in the amount you paid for your mobile device, plus tax.
 
Upon
receipt of your rejection to N.E.W.’s
original response to your complaint filed with the Revdex.com,
Leigh A** investigated your concerns of not receiving the label she mailed and
had another label sent to you for overnight delivery. In the meantime your
claim was completed and a gift card was sent to your email for customer
satisfaction due to the delay in your receiving a shipping label to send your
mobile device to N.E.W. Leigh A** has
since confirmed that you received the [redacted] gift card that was issued.
 
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at [redacted]
 
Regards,
 
 
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
[redacted] | www.asurion.com

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