General Home Warranty

Initial Business Response / [redacted] (1000, 5, 2015/11/27) */ It is our desire at Elite Puppies.com to provide the best customer service possibleIt is with that spirit that we have thoroughly researched the complainant's concernsAfter reviewing all documentation regarding the purchase of puppy # PXXXXXX including the invoice, health record, registration papers, and pedigree, we are confident that the puppy that was delivered to the complainant, was indeed the puppy that was agreed upon and purchased At the time of delivery, the complainant was asked to sign a waybill which stated that the puppy she received was in good condition and she was satisfied with her new puppyIf the puppy that was delivered was not the puppy she believed she had purchased, it would have been vital in that moment to have rejected the puppy by not signing the waybillHowever, the waybill was signed and the puppy accepted Elite Puppies offers a lifetime warranty on all puppies soldIn order to activate the warranty, customers must take their puppy to a licensed veterinarian for a health exam within hours of pick up and then fax a copy of the exam to our officeWe did not receive the health exam record within hours to activate the lifetime warrantyWe did not receive any correspondence via phone, email or mail until October 16, which was months after the purchase of the puppy on February 13, This leads us to suspect that this claim is fraudulent in nature We are sincerely sorry that the puppy was not everything the complainant had hoped it would beNevertheless, in light of all the above, we are unable to grant her request for a free French Bull Dog PuppyWe have communicated with the complainant over the phone multiple times as she called between to times in the course of one week and we communicated by mail as well In conclusion, we are confident that we have addressed this complaint in a fair and timely manner as we strive to provide the best customer care possibleIf the complainant would like to discuss her concerns more she can do so in writing via email or mail

***,The maximum coverage for roof repairs is $and that limit was reachedAlso, the home owner had repairs needed to roof underlayment and decking materials that are not covered by the home warrantyI have attached the roofers statement for youAgain, the maximum roof coverage was reached
for this home.Thanks,Ben

Initial Business Response /* (1000, 23, 2016/09/07) */
The Chinese Crested puppy was sold to the consumer under Elite's Value Pup program which does not provide a health warrantyIn all conversations with the consumer the sales person did not speak of any type of warranty based on the type of
sale category the puppy was in (Value Pup)
The consumer took possession of her X-and the condition was identified 7-18-We do not know any of the home circumstances after her arrival
It is unfortunate the puppy is having hips issues however Elite Puppies cannot be responsible
Initial Consumer Rebuttal /* (3000, 25, 2016/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At no time were we told it was a Value added puppyIn fact we have all sales paperwork and it does not show on any paperwork from them that she was value added puppyIn addition they gave us full instructions Via their I own email that states what we would need to do in order to make the warranty ValidWe followed all those instructions and have proof that they received our documentation showing this via email & faxAs for the conditions of our home that is nothing short of insulting because Hip Dysplasia is not caused by the condition of our home or anything other than a genetic defect per the definition our Vet gave us on Hip DysplasiaWe have had the surgery done and we were advised by both the Vet who assisted the surgery and the Orthopedic Surgeon himself that it was a very severe case one of the worst cases in fact that they have seenThe response From the business is nothing short of them not standing behind their word and selling defective animalsWe have documented everything and kept all our paperwork we received from them as well as any and all emailsThis morning we got great news our story is being picked up by a nationally syndicated news program they want to wait on publishing the store until we have exhausted everything with the Revdex.comI want to thank the Revdex.com for trying to assist us in this matterAt this poin it is more important to me that this does not happen to another familyThis was a large financial burden to our family but she is now a part of our family so we had no other alternative but to get a loan to precede with the surgery

We have dispatched a service technician to the home. The service technician has made the repairs. Sorry for the delay we have waived the service call fee.

Initial Business Response /* (1000, 5, 2015/11/27) */
It is our desire at Elite Puppies.com to provide the best customer service possible. It is with that spirit that we have thoroughly researched the complainant's concerns. After reviewing all documentation regarding the purchase of puppy ...

# PXXXXXX including the invoice, health record, registration papers, and pedigree, we are confident that the puppy that was delivered to the complainant, was indeed the puppy that was agreed upon and purchased.
At the time of delivery, the complainant was asked to sign a waybill which stated that the puppy she received was in good condition and she was satisfied with her new puppy. If the puppy that was delivered was not the puppy she believed she had purchased, it would have been vital in that moment to have rejected the puppy by not signing the waybill. However, the waybill was signed and the puppy accepted.
Elite Puppies offers a lifetime warranty on all puppies sold. In order to activate the warranty, customers must take their puppy to a licensed veterinarian for a health exam within 48 hours of pick up and then fax a copy of the exam to our office. We did not receive the health exam record within 48 hours to activate the lifetime warranty. We did not receive any correspondence via phone, email or mail until October 16, 2015 which was 8 months after the purchase of the puppy on February 13, 2015. This leads us to suspect that this claim is fraudulent in nature.
We are sincerely sorry that the puppy was not everything the complainant had hoped it would be. Nevertheless, in light of all the above, we are unable to grant her request for a free French Bull Dog Puppy. We have communicated with the complainant over the phone multiple times as she called between 30 to 40 times in the course of one week and we communicated by mail as well.
In conclusion, we are confident that we have addressed this complaint in a fair and timely manner as we strive to provide the best customer care possible. If the complainant would like to discuss her concerns more she can do so in writing via email or mail.

Complaint: [redacted]
I am rejecting this response because: although the issue was eventually resolved, no response from the business to myself or the Revdex.com is unacceptable.  According to the timelines the business is responding on 02Mar17 to our complaint raised 27Jun16.  Therefore our original complaint about poor communication, delayed response times and extremely poor customer service remain.  I do not recommend this organization to others.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

General Home Warranty strives to deliver fast and affordable service at a discount. Albuquerque experienced a early summer heat wave. That combined with home owners all turning on their Air Conditioners at the same time and having cooling issues with their A/C units, most HVAC companies are delayed...

up to 7- 10 days for service. The servicers from our HVAC companies get bombarded with service calls and they explained to us they are getting to them as fast as possible but they have no idea how long service calls will take till they are on site and can diagnose and repair the problem. Then they call the next customer as soon as possible, or hand it off to another technician if they are falling behind on a job that takes more time. Unfortunately that makes it impossible for General Home Warranty to know which service technician will be calling the technician ahead of time. While this home owner has received service and had repairs completed, we understand their frustration and would offer them a refund if they email General Home Warranty directly at [redacted] and request a refund.

[redacted],The A/C system was repaired at this home, the servicer did get the home and made repairs at this home. The delay in service occurred because every A/C servicer was overloaded with service calls from the first heat wave of the season and everyone turned on there A/C's at the same time and...

there was an influx of A/C service requests all at the same time.Thanks,Ben