Fish & Richardson, PC

Dear Revdex.com Investigator:Allegheny Health Network and Canonsburg Hospital are in receipt of the Revdex.com complaint (submitted June 6,2016; ID No [redacted] regarding a patient’s visit to the Canonsburg Hospital emergency departmentOut of respect for the privacy and confidentiality of our patients protected health information, which may include both clinical and financial records, and our obligation to comply with privacy laws, we have a process for responding directly to the complainant in accordance with local, state and federal privacy regulations, including Health Insurance Portability and Accountability Act regulationsWe have responded to the patient directly regarding the complaint.The patient, if he wishes, may in turn share our response with the Revdex.com.Thank you for bringing this to our attentionPlease let us know how we can be of further assistance.Sincerely,Interim President CEOExecutive Vice President, Central Region

We are sorry to hear that you were not happy with the service you received on your water heaterAs a policyholder, your satisfaction is very important to us.Apparently there was an error in communication with the contractor we sent out on Sunday to address the problem with the water heaterThey had indicated that they repaired the tank, you have hot water, and the file was closed.They had not included the notation concerning the potential for future repairsWe contacted the contractor and authorized the repairs and asked that the parts be expedited.We apologize for any inconvenience and appreciate your patience

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me. It is unfortunate that I had to contact your bureau to get this resolved I did request an earlier install but ABC would not consider it until you got involved My family thanks the Revdex.com for getting us hot water much sooner than later ! Regards,
*** ***

Please accept our apologiesDue to a tracking error on our part, we were not aware of the full duration of the water heater portion of this claim (there was a plumbing repair as well)You are correct that it is not acceptable to wait days for a replacement. We have contacted the contractor
and made arrangements to have the water heater replaced on the morning of June Thank you for your patience

I was contacted by appropriate personnel and the situation was promptly resolved.  Thank you!

We are sorry to hear that Ms. [redacted] is not
pleased with her coverage under our home warranty. We do not dispute any of the
facts Ms. [redacted] provides in her commentary.
As with any sort of promise of coverage, a home
warranty has a limited scope. That scope is detailed in our Terms &...

Conditions and restricted to items that fail
during the policy period. Our Terms & Conditions (see attached) state “Only
a failure of systems occurring after the start of the coverage period, due to
normal wear and tear, will be covered, except as provided below, regardless of
when the failure occurred or whether it was disclosed to or discovered by the
policyholder.” As Ms. [redacted] stated, it is not only clear and acknowledged by
her that the failure occurred before the policy period but it was also known by
the party who used the baking sheet to catch the water in lieu of repair. We do
not dispute that Ms. [redacted] was unaware of the leak but the existence of the
leak was known by the party that attempted the remedy and not disclosed to the
policyholder.
As we suggested, Ms. [redacted] should contact
legal counsel as soon as possible to discuss an appropriate remedy. We would be
happy to cooperate fully with counsel by providing any support information,
documents, contractor reports and photos in our possession.
While we are quite proud of the extent of our
coverage, we stand behind our statement that the issue in question is well
beyond the scope of home warranty products.
Given that Ms. [redacted] is not satisfied with
what a home warranty is able to provide, we are happy to offer a full refund of
the $549 paid by the seller for the coverage at closing.

Unfortunately, the floor repair detailed within this complaint needs to be claimed through the homeowners insurance. As per ABC Home-SAFE Warranty Terms & Conditions, see attached, coverage benefits exclude the repair of drywall & surfaces removed to access a repair. Secondary and...

consequential damages (i.e. floor repair detailed within this complaint), are expressly excluded from ABC’s coverage benefits.   In the interest of good business relations, our Director will agree to reimburse the homeowner $100 toward the drywall repair.   Thanks, Jodi L[redacted]

We understand that, as a
new homeowner, this situation must be frustrating. Although pursuing a claim
through your home warranty may appear to be the least expensive option,
unfortunately we are not going to be able to honor your request due to the
reasons we previously stated.
As you mentioned in your
original complaint, when the plumber opened the ceiling he "revealed a
cookie sheet that had been placed up there at some point to catch any small
leaks, etc.". The purpose of the pan in the ceiling was obvious, even by
your own admission. 
Again, we encourage you
to bring this case before legal counsel. We are confident that he/she will help
clarify exactly why this is not an issue for your home warranty and may be able
to suggest a more effective solution through an alternate avenue. 
Also,
as a point of clarification, what we are offering is to refund the full funds
paid to you, the homeowner, not the seller of the property.

Thank you for taking the time to bring this to our attention. As a policyholder, your complete satisfaction is important to us. We have researched your claim and apologize for the delay in service. According to our records we approved your requested air-conditioner replacement with the contractor...

on August 7. To make amends for the inordinate delay in providing service, we have extended your coverage for two additional months at no charge to you. Again, we appreciate your patience as we worked toward an agreeable resolution for you. Thanks, Jodi L[redacted]

Mr. [redacted], Thank you for taking the time to express your concerns. As a policyholder, your satisfaction is important to us. First, I would like to apologize for the delays you experienced. Unfortunately, with the holiday weekend and rapid onset of hot weather we were overwhelmed with the volume of...

air conditioner claims. In fact, all heating and cooling companies in the area found themselves overwhelmed with service requests. We are sorry you had the experience you did and we are working diligently on preparing for weather-related spikes we may experience in the future. As for your claim, all home warranty companies cover items that fail due to normal wear and tear during the policy period. That information is in your Coverage Benefits (please see attached). Based on the information we were provided, your air conditioner was not working when you purchased the property as noted in your home inspection done April 24, 2016 (please see attached). Your home inspector noted, “Action Necessary - The unit failed to cool. Further investigation and by a licensed HVAC technician is needed. Given the age of the unit, it will likely need to be replaced.” Page 1 of our Coverage Benefits states, “Buyer’s Coverage starts upon payment at close of sale and continues for one year.” Your Coverage Benefits also state on page 3 under the heading “Limits Of Liability” that “The Company’s liability is limited to failure of systems due to normal wear and tear. Only a failure of systems occurring after the start of the coverage period, due to normal wear and tear, will be covered, except as provided below, regardless of when the failure occurred or whether it was disclosed to or discovered by the policyholder.” And, “The Company will not cover existing failures which were known to the Buyer, or were disclosed to the Buyer at the time of purchase.” Also on page 2 under “Central Air Conditioning (Ducted)…Not Covered”: “The Company will not repair or replace any component if it can be determined that the unit has been recharged within the last 12 months without actual repair.” On May 21, 2016, prior to the state of your coverage period, a company added 7 pounds of refrigerant to the unit but made no repair. On May 31, 2016, you found the air conditioner still not working and called a contractor who condemned the air conditioner. On June 6, 2016, [redacted] Heating & Cooling was asked to look at the air conditioner and they also condemned the unit due to leakage. Ultimately, the Coverage Benefits of your ABC Home-SAFE Warranty dictate what we are legally obligated to provide to you and also what you are entitled to demand from us. It is a legal obligation on our part and, if you feel that we are not meeting those promises then we suggest contacting legal counsel. An attorney may be helpful in providing additional clarification and we will cooperate fully in providing all of the documentation and records we have relating to your issue. To be completely fair, if you can provide documentation from a licensed heating and cooling contractor showing that the deficiencies noted in the home inspection regarding the air conditioner had been remedied prior to the start of your coverage period (May 25, 2016) which would include repairing the leak(s) that allowed 7 pounds of refrigerant to escape from the unit and that the unit was operating as the manufacturer intended (free of leakage), then we would be willing to examine those findings and reconsider your claim for coverage. Please remember, your air conditioner is a sealed system and will experience no coolant loss unless there is a leak. Therefore, a unit that is low on coolant has been compromised and can only be remedied by repairing the leakage. That fact can be verified by a licensed heating and cooling contractor. It was certainly not our intention to be insulting and we will be reviewing all calls to see if they could have been handled differently from a customer service perspective. In closing, if you are not satisfied with the coverage you were provided from our company then we would be willing to cancel your coverage and provide you a full refund of the fees paid for that coverage equaling $549.

Mr. [redacted],Within the laws governing the home warranty, which is a legal contractual agreement, the maximum we can off you at this point is the full amount paid for the policy.Thank you.

We are sorry to hear that you were not happy with the service you received on your water heater. As a policyholder, your satisfaction is very important to us.Apparently there was an error in communication with the contractor we sent out on Sunday to address the problem with the water heater. They...

had indicated that they repaired the tank, you have hot water, and the file was closed.They had not included the notation concerning the potential for future repairs. We contacted the contractor and authorized the repairs and asked that the parts be expedited.We apologize for any inconvenience and appreciate your patience.

Thank you for taking the time to bringing this to our attention. We rely on the accuracy of the information provided to us by our contractors to determine a fair buyout amount for unrepairable appliances. In this case, we did not realize that your refrigerator is built in, which would increase the...

amount of our buyout amount. We will reimburse you the requested $1,500. The payment will be processed as soon as we have confirmed your payment information. At your earliest convenience, please contact our company, provide your claim number, and we will need to know to whom the check should be payable and where it should be sent. We apologize for the inconvenience and appreciate your patience as we worked toward an agreeable resolution for you. Thanks, Jodi L[redacted]

Have not answered back from this complaint due to the fact that the company has not reached out to me/received reimbursement as stated in response. I believe complaint should stay open until is is completed. Called company and was unable to get information on reimbursement.
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. We accept the offer from ABC to provide support if there is a lawsuit. We still feel caught in the middle of an issue which required us to be HVAC experts and know that the unit wasn't going to work a few days after the seller's "so-called" repair, leaving us out $3850.

Mr. [redacted], As a policyholder your satisfaction is important to us. We are glad to hear that your dryer was repaired without incident. As for your air conditioner, with any home warranty items have to be “in proper, safe working order…at the start of coverage” for them to be covered. Our Terms...

& Conditions (please see attached) state, “ABC Home Services may rely upon documentation in the form of, but not limited to, home inspection reports and service records, to confirm the condition of the item at the start of coverage.” We have requested a copy of the full home inspection to confirm that the air conditioner qualifies for coverage but as of this date we have not received it. If you can provide a copy of a full home inspection we would be happy to review it and reconsider your repairs for coverage. Again, all items have to be free of defects and working correctly at the start of coverage (in this case the closing date) to qualify. Alternately, we can offer you a full refund of the fees paid by the seller if you feel that the product you purchased from our company is not what you had expected. Thank you.

Dear Revdex.com Investigator:Allegheny Health Network and Canonsburg Hospital are in receipt of the Revdex.com complaint (submitted June 6,2016; ID No. [redacted] regarding a patient’s visit to the Canonsburg Hospital emergency departmentOut of respect for the privacy and...

confidentiality of our patients protected health information, which may include both clinical and financial records, and our obligation to comply with privacy laws, we have a process for responding directly to the complainant in accordance with local, state and federal privacy regulations, including Health Insurance Portability and Accountability Act regulations. We have responded to the patient directly regarding the complaint.The patient, if he wishes, may in turn share our response with the Revdex.com.Thank you for bringing this to our attention. Please let us know how we can be of further assistance.Sincerely,Interim President CEOExecutive Vice President, Central Region

Thank you for responding that are agree to our reimbursement offer, we will expidite a check request today.   Thanks, Jodi L[redacted]

We do not dispute that your unit should be replaced. However, it is not under the jurisdiction of a home warranty to do so in this situation.The contractor's claim that your unit is free of leakage is misleading and erroneous. There would be no reason to add 7 lbs of refrigerant to a sealed unit unless the coolant had leaked out. Subsequent visits after your closing confirmed that claim. You can confirm that fact with any reputable heating and cooling contractor. You absolutely may have a legal case in this situation but unfortunately it is not with our company. You purchased a home with a defective air conditioner unit and that fact was hidden from you by multiple parties including a heating and cooling contractor. Please seek legal advice. Again, we are willing to cooperate fully with your attorney and believe we may be able to help in your case.We apologize but there is no more we can do in this situation beyond what we have already offered.

Thank you for bringing this matter to our attention.  Our supervisor reached out to the customer directly to address the concerns and apologize for the delay in dispatching. With our apologies,  3 months of free coverage was given. As for the repair, the plumbing company was at the...

residence on October 16th and diagnosed the problem. The customer opted to use the repair dollars toward a water heater replacement and the contractor scheduled the replacement for October 17th.   Thanks, Jodi L[redacted]