Complaint: [redacted] I am rejecting this response because: after a conversation with Mr [redacted] I was informed that only would be refunded monies if go back to Company wy will I do that after the disapoiment with there buisness and I had already cancelled contract good customer service would have been monies reefunded without return no problem will [redacted] , [redacted] and any other social media to let public know how insufficent this Company is Regards, [redacted] ***
Dear Ms [redacted] , I am sorry to hear about your experience - and also for the delay in responding to your complaintWe have conducted an investigation into the handling of your claims issue and our records indicate the facts are as follows: Ms [redacted] contacted NLF on 5/22/to report that she had a faucet leaking outside of her homeContacted Ms [redacted] on 5/23/to inform her that faucets are not covered under her plan.Ms [redacted] contacted NLF on 6/7/to inform NLF that she was having breathing problems and believed that they were cause by the ductwork in her homeAs cleaning of ducts is not covered under this plan, there was internal discussion regarding the creation of this claimAfter Ms [redacted] declined customer reimbursement, we sent the claim to Service Locate and work order was promptly issued to SPWe received no communication from the customer or the SP until 7/19/Received call from the SP on 7/20/requesting a credit card for payment and informing us that the ducts were in need of cleaningAdvised SP that cleaning is not covered under the terms of the contractAnother claim was created for Ms [redacted] on 7/20/for a leaking refrigeratorService was dispatched on 7/21/to [redacted] We were told by [redacted] that the issue was caused by a plumbing issue and that there was nothing wrong with the refrigerator on 8/An agent contacted Ms [redacted] to inform her of this on 8/4/Ms [redacted] did not agree with the diagnosis and the claim was escalatedI partnered with my service manager and we agreed that the issue was misdiagnosedOn 8/8/a 2nd opinion was authorized to diagnose Ms [redacted] ’s refrigerator [redacted] was removed from all Home Warranty claims due to this issueThe 2nd opinion claim was created 8/8/and a SP accepted work order on 8/Service was dispatched to [redacted] of West PhoenixWe have had no approval request from the SP and have not received a call from Ms [redacted] to let us know the status of repairsWe just confirmed with the SP that they told the customer that they are no longer accepting claims from [redacted] *** and that they never went to the customer’s homeThe SP never contacted us to let us knowThe record demonstrates that once your claim was sent to the service provider - nothing happened and there was certainly what would appear to be a lack of follow up to ensure completion of the work order/resolution of the claimI apologize again for the way that your claim was handledThis scenario while no less frustrating for you, is not at all indicative of our customer service experienced by the vast majority of our customersWe are committed to excellence in customer service and claims management, and in this case we let you down and did not live up to our own expectationsA representative from our executive office will be contacting you regarding your issue and will discuss what can be done to rectify the matterThank you,Harry JB*** President
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 Company issued a refund as requested
Complaint: [redacted] I am rejecting this response because:I did not inadvertently dial the wrong number for the service or claims departmentAs a matter of fact, I verified with the representative that I dialed the right number the first time that I calledI then verified that number with each subsequent attempt that I made.A partial refund has since been provided, however, this was only after I filed the complaint with the Revdex.com, not before.Regards, [redacted]
We apologize for the frustration that you have experienced when requesting to cancel your coverageHowever, our records indicate that you did not call Home WarrantyThe number you called is the number for the claims line which is owned and operated by the plan Administrator and ObligorOn behalf of Home Warranty, we appreciate your patronage and we are sorry to see you cancel your planBest regards, Harry
Dear Mr [redacted] , I again apologize for the billing error that occurred and for the confusion that ensuedWe have mailed a check out for the over-billed amount as well as the amount that was discussed and which is consistent with the amount due back to you in accordance with the refund and cancellation policies and proceduresI trust that we have now resolved this matterPlease feel free to contact my office directly with any additional questions or concerns that you may have Best regards, [redacted] President Home Warranty
The following communication has been emailed to the customer: On behalf of 365, I am sorry to hear about your experience when trying to usethe serviceIt is important to note that the service under your contract is isprovided by the Plan Administrator and Obligor, TMI Solutions, LLCwould like to provide you with a satisfactory resolution to your complaint.However, is unable to provide a full refund of the premium paid for yourhome warranty because your contract was in effect for one full yearIn goodfaith, has offered you a gift card to compensate for your negativeexperienceI understand that you rejected this offerPlease feel free to contact me directly to work towards a resolution that youwill find acceptableSincerely, Harry
While your complaint was caused by an entity other than Home Warranty, we still apologize that you have had this experience with the plan Administrator and ObligorWe recommend that you contact TMI Solutions and request that they refund your service call fee since no service was renderedPlease feel free to contact me at your convenience and let me know how I can be of further assistance to you
Dear Ms [redacted] , I apologize that you experienced some trouble calling in a request for serviceIt seems likely that you may have inadvertently called the claims number that was listed on the previous contract you had purchased through A review of our records reveals that a refund was processed on June 24th, prior to receiving your Revdex.com complaint If we can be of any further assistance to you, please feel free to contact us at your convenience Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: after a conversation with Mr [redacted] I was informed that only would be refunded monies if go back to Company wy will I do that after the disapoiment with there buisness and I had already cancelled contract good customer service would have been monies reefunded without return no problem will [redacted] , [redacted] and any other social media to let public know how insufficent this Company is Regards, [redacted] ***
Dear Ms [redacted] , I am sorry to hear about your experience - and also for the delay in responding to your complaintWe have conducted an investigation into the handling of your claims issue and our records indicate the facts are as follows: Ms [redacted] contacted NLF on 5/22/to report that she had a faucet leaking outside of her homeContacted Ms [redacted] on 5/23/to inform her that faucets are not covered under her plan.Ms [redacted] contacted NLF on 6/7/to inform NLF that she was having breathing problems and believed that they were cause by the ductwork in her homeAs cleaning of ducts is not covered under this plan, there was internal discussion regarding the creation of this claimAfter Ms [redacted] declined customer reimbursement, we sent the claim to Service Locate and work order was promptly issued to SPWe received no communication from the customer or the SP until 7/19/Received call from the SP on 7/20/requesting a credit card for payment and informing us that the ducts were in need of cleaningAdvised SP that cleaning is not covered under the terms of the contractAnother claim was created for Ms [redacted] on 7/20/for a leaking refrigeratorService was dispatched on 7/21/to [redacted] We were told by [redacted] that the issue was caused by a plumbing issue and that there was nothing wrong with the refrigerator on 8/An agent contacted Ms [redacted] to inform her of this on 8/4/Ms [redacted] did not agree with the diagnosis and the claim was escalatedI partnered with my service manager and we agreed that the issue was misdiagnosedOn 8/8/a 2nd opinion was authorized to diagnose Ms [redacted] ’s refrigerator [redacted] was removed from all Home Warranty claims due to this issueThe 2nd opinion claim was created 8/8/and a SP accepted work order on 8/Service was dispatched to [redacted] of West PhoenixWe have had no approval request from the SP and have not received a call from Ms [redacted] to let us know the status of repairsWe just confirmed with the SP that they told the customer that they are no longer accepting claims from [redacted] *** and that they never went to the customer’s homeThe SP never contacted us to let us knowThe record demonstrates that once your claim was sent to the service provider - nothing happened and there was certainly what would appear to be a lack of follow up to ensure completion of the work order/resolution of the claimI apologize again for the way that your claim was handledThis scenario while no less frustrating for you, is not at all indicative of our customer service experienced by the vast majority of our customersWe are committed to excellence in customer service and claims management, and in this case we let you down and did not live up to our own expectationsA representative from our executive office will be contacting you regarding your issue and will discuss what can be done to rectify the matterThank you,Harry JB*** President
The customer's refund check has been issued as of 8/10/and the customer has been properly informed as to the action taken to resolve 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 Company issued a refund as requested
Complaint: [redacted] I am rejecting this response because:I did not inadvertently dial the wrong number for the service or claims departmentAs a matter of fact, I verified with the representative that I dialed the right number the first time that I calledI then verified that number with each subsequent attempt that I made.A partial refund has since been provided, however, this was only after I filed the complaint with the Revdex.com, not before.Regards, [redacted]
We apologize for the frustration that you have experienced when requesting to cancel your coverageHowever, our records indicate that you did not call Home WarrantyThe number you called is the number for the claims line which is owned and operated by the plan Administrator and ObligorOn behalf of Home Warranty, we appreciate your patronage and we are sorry to see you cancel your planBest regards, Harry
Dear Mr [redacted] , I again apologize for the billing error that occurred and for the confusion that ensuedWe have mailed a check out for the over-billed amount as well as the amount that was discussed and which is consistent with the amount due back to you in accordance with the refund and cancellation policies and proceduresI trust that we have now resolved this matterPlease feel free to contact my office directly with any additional questions or concerns that you may have Best regards, [redacted] President Home Warranty
Complaint: [redacted] I am rejecting this response because: have never been contacted by the Home Warranty, Regards, [redacted]
The following communication has been emailed to the customer: On behalf of 365, I am sorry to hear about your experience when trying to usethe serviceIt is important to note that the service under your contract is isprovided by the Plan Administrator and Obligor, TMI Solutions, LLCwould like to provide you with a satisfactory resolution to your complaint.However, is unable to provide a full refund of the premium paid for yourhome warranty because your contract was in effect for one full yearIn goodfaith, has offered you a gift card to compensate for your negativeexperienceI understand that you rejected this offerPlease feel free to contact me directly to work towards a resolution that youwill find acceptableSincerely, Harry
While your complaint was caused by an entity other than Home Warranty, we still apologize that you have had this experience with the plan Administrator and ObligorWe recommend that you contact TMI Solutions and request that they refund your service call fee since no service was renderedPlease feel free to contact me at your convenience and let me know how I can be of further assistance to you
Dear Ms [redacted] , I apologize that you experienced some trouble calling in a request for serviceIt seems likely that you may have inadvertently called the claims number that was listed on the previous contract you had purchased through A review of our records reveals that a refund was processed on June 24th, prior to receiving your Revdex.com complaint If we can be of any further assistance to you, please feel free to contact us at your convenience Sincerely, [redacted] ***