GoCare Warranty Group, Inc

We value the services provided by *** *** *** *** location to GoCareSeveral Digital Doc franchises provide repair services to GoCare, unfortunately they did not have a uniformed invoicing system for corporate repairsThis caused issuance of payment for services to the incorrect
franchiseesWe are working with the other franchisees to recover the payment that was made to them for two of Mr***'s invoices and a third invoice was under review internally. A payment for the approved outstanding invoices was issued on 4/7/Payment for the remaining invoices noted above will be issued 4/

My agreement was with GoCare, not [redacted].

if customer is not protected and made to suffer, its unethical trade practice. I just need replacement device and a quick solution.Revdex.com, pl have the new company send the shipment ASAP. After paying the price for service, we deserve that.

[redacted] has assumed administrative responsibility for the handling of all claims and policies. Their choice to do so was forced on GoCare and you as the customer. We regret this decision by them and the consequences it has had on the experience for you and many other customers. Since they...

are responsible for this lack of communication sadly, we ask that you reach out to them via [redacted]@gocare.com and resolve this issue through them. We are sorry for the inconvenience you have experienced.

All claims and policy administration for existing customers is being handled by Fortegra Financial. To file a claim, please call ###-###-#### or email your claim or policy questions to [email protected] Please note that Fortegra, not GoCare, is responsible for any existing policy questions,...

refunds, settlements, claim administration and handling of your account. The performance of your agreement has always been backed by Fortegra. Fortegra has assumed the role of administrator. We are sorry for any inconvenience or confusion you have experienced.  Regards,GoCare Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted] is fully responsible for the financial performance of GoCare actions as an administrator for [redacted] in regards to claims and policies. GoCare was an authorized administrator for them and we believe that [redacted] is contractually obligated to reimburse you for repairs you did for claims placed through GoCare, which were ultimately with [redacted]. GoCare has never been the company that backs the performance of any contract issued with our customers and any claims filed for that contract. Please file a complaint with [redacted] Financial, who should reimburse parties involved in servicing claims under policies they 100% are responsible for. I understand your frustration for not getting reimbursed. We feel your pain. I hope this helps to educate you on the situation you are dealing with and what the next steps are for you.

We value the services provided by [redacted] location to GoCare. Several Digital Doc franchises provide repair services to GoCare, unfortunately they did not have a uniformed invoicing system for corporate repairs. This caused issuance of payment for services to the incorrect...

franchisees. We are working with the other franchisees to recover the payment that was made to them for two of Mr. [redacted]'s invoices and a third invoice was under review internally. A payment for the approved outstanding invoices was issued on 4/7/15. Payment for the remaining 3 invoices noted above will be issued 4/23.

Your device is being repaired at our facility and should be shipped to you shortly.[redacted]###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to...

me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.GoCare did an excellent job resolving my complaint.  Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

My wife purchased an insurance plan from this company for my boy's iPad 8 months ago. Gocare gladly accepted payment.
The iPad needed service to repair glass that was stated to be covered.
GoCare said plan had been cancelled despite never refunding the money and never directly notifying us.
They refused to service the iPad per agreement.
Only at this time did they offer to refund insurance premium.

The sales department told us that we would have a turnaround rate of 3-4 days on average. I should have had them put that in writing. They have had my first device for 18 days with no feedback on the status of the repair or replacement. This means that they still have to inspect, repair and ship it back to me. Best case scenario, this company will have your device for a month. Unacceptable.

Review: I sent my phone in to have the cracked front screen replaced on 1/14/2014. The phone was otherwise perfectly functional, in all aspects, when it was sent in for repair. I was notified that it arrived at the repair facility on 1/21/2014. Three days after receiving the phone, GoCare refused the repair claiming that the phone had been received in pieces, that the phone had already been taken apart, that the outside of the case was damaged from taking the phone apart, that all of the cables were disconnected and all of the screws were taken out of the mother board and that the phone was missing screws that hold the motherboard in place. This was not possible based on the condition of the phone when I sent it. I provided GoCare with photos of the front and back of the phone, just prior to shipping, showing it powered on and working, as well as a statement from the carrier, [redacted], showing that the phone was completely operational and in use (all voice, text and data services) when the phone went to [redacted]. The phone was shipped, well protected, in its original manufacturers packaging.

FYI, This is not the first time that GoCare has claimed that a customer tampered with a device and would not honor the warranty (see Revdex.com complaint dated 11/2/2012)Desired Settlement: I would like the phone repaired completely, or replaced with the same model, as soon as possible.

Business

Response:

Your device is being repaired at our facility and should be shipped to you shortly.[redacted]###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.GoCare did an excellent job resolving my complaint. Regards,[redacted]

Review: My company performed repairs for GoCare and invoiced them once the repair were shipped back to the customer. Our contract agreement with them said payment would be on "Net 30" terms. I have outstanding invoices with GoCare some of which date back to December of last year. In all they total 13 invoices all of which are outside of the agreed upon payment time-frame. Payment still hasn't been made in the outstanding balance amount not including interest which totals $1,100.80.Desired Settlement: I would like this amount ($1,100.80) paid in full immediately so that I can reconcile my books and close this account out. Thanks!

Business

Response:

We value the services provided by [redacted] location to GoCare. Several Digital Doc franchises provide repair services to GoCare, unfortunately they did not have a uniformed invoicing system for corporate repairs. This caused issuance of payment for services to the incorrect franchisees. We are working with the other franchisees to recover the payment that was made to them for two of Mr. [redacted]'s invoices and a third invoice was under review internally. A payment for the approved outstanding invoices was issued on 4/7/15. Payment for the remaining 3 invoices noted above will be issued 4/23.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,