Johnstone Supply

July 9,
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*** ***
*** *** ***
*** ** ***
Case # ***
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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your Statement of the Problem filed with the Revdex.com is copied below
NEW has made a bad choice giving contract to a repair placei don't have name of company but phone # is ***(hours from my house) We bought the *** mower year ago and bought extended warrantyIt has been at this place timesEach time they take plus weeks to repairThis time I called in for repair on around May They didn't pick it up until June I called today (June 19) and they said it would be sometime next week before they return itMy yard is growing upI know how to get the $payment when the repair man keeps it more than weeks (because I have already gotten it times), This is really bad business for NEWThere are a lot of repair shops locally that would like to have the business
Your statement of the Desired Outcome/Settlement was:
Repair or ReplaceI need a mower
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.Won May 29, regarding an issue with your mowerThe service repair was assigned to *** ** * *** ***The mower was picked up from your home on June 5, You contacted the service center on June 19th to inquire on the status of the repairYou were advised it may be another week before the repair was completeThe repair was completed with the diagnosis that the mower hit somethingThe repair required the replacement of the blades, spindle assembly which was broken, the deck belt, and idler pulley. The mower was returned to you during the week of June 30th. You were required to pay for the repairs or the service center stated they would not leave the mowerAt no time did anyone from the service center or N.E.Wcontact you to advise that because the damage to the mower was caused by accident that you would be responsible for the cost of repairsIt was your understanding that because N.E.Wapproved a service request, contacted a service center for you, had the mower picked up from your home and contacted the service center on your behalf to expedite the repair that the claim would be covered by your extended service planI agreed that it was reasonable for you to believe the service repair would be completed utilizing the service planI asked you to fax a copy of the invoice to my attention which you have doneI will submit a request to our accounts payable department to reimburse the cost of the repairs you were required to pay. Once the reimbursement is available I will send it to the P.OBox address at the top of this letter per our discussion
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
*** ***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

October 28,
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*** ***
*** *** ***
*** *** ** ***
Case # ***
*** ***,
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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
Your *** needed to be sent to N.E.Wfor repair twice as the first repair did not resolve the problemYou changed addresses and made certain N.E.Whad your new address before the second repair took placeUpon the second repair completion, you received a *** tracking number for the return shipment which indicated your product was being sent to your old address
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the *** in the form of a gift card or store credit
A review of your service history for the plan you purchased has been completedThe research revealed your personal information p*** in our system was updated to reflect your new addressThe service center that performed the repair to your *** was not provided with the new address informationThat is why the *** was sent to your old address. Upon receiving your complaint, the service center was notified of the errorThey contacted *** in an attempt to have the address changedMy understanding and the information I shared with you was *** would return the product to the service center, who would then contact you to confirm your current address and resend it to youAfter our conversation an N.E.Wresolution specialist contacted you and offered to provide a reimbursement of the purchase price paid for the *** as a goodwill gesture and to expedite the resolutionYou agreed and confirmed this in our conversation October 22,
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
kp***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

November 14,
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*** ***
*** *** *** *** * **
*** *** ** ***
Case # ***
*** ***,
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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
On October 14, you contacted Asurion to submit a claim for your Acer laptop computerYou were advised by the customer service representative the claim would provide for the repair of your computer and a replacement battery. You called later the same day to confirm the claim had been approved and spoke with a technical service representative who stated it had beenHe added notes confirming the repair of the computer and a battery replacementYou were advised you could take the computer to a local repair center and submit the receipt for reimbursementIt was only after you did so that you received an e-mail stating the battery replacement was not coveredThis would have been acceptable to you had you been provided this information on your initial call, rather than being told the battery replacement would be coveredFollow up calls to Asurion did not provide any resolution, as you spoke with different representatives who provided conflicting information, or you were advised you would receive a call back which never occurred
The desired resolution listed in your complaint is to receive a reimbursement for the repair of your computer, and the battery replacement
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.WOctober 14, to submit a claim for your laptopYour service plan with N.E.Wexpired days prior, however an extension through November 11, was granted so the claim could be submittedThe service history notes confirm the battery reimbursement was discussed with you
I spoke with you Tuesday November 11, to discuss your concernsYou confirmed you did receive the reimbursement for the repair to your computerI agreed to submit a reimbursement for the replacement battery as I do believe your were advised it would be coveredThe purchase price of the battery including sales tax was $
We at N.E.Wappreciate your business and regret your experience with our company was less than satisfactoryWe will utilize your claim as a coaching opportunity in an effort to prevent inaccurate or conflicting information from being provided to other customers
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ***
Regards,
Ken P***
Compliance Coordinator
***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

May 7,
0in 0in 0pt;" class="MsoNormal">*** ***
** *** ***
*** *** ** ***
Case # ***
***,
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 numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives 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 a claim for an *** *** with N.E.Win February of this yearYou
were advised a prepaid shipping label would be sent to you so that you could
forward the *** to N.E.Wfor
repairAfter multiple attempts you still have not received a shipping label or
a follow up call regarding the repair of your ***
The desired resolution listed in
your complaint is to have the *** repaired or replaced
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed that due to several unsuccessful attempts to send a shipping label to
you a decision was made to reimburse the purchase price you paid for the ***
plus sales taxA *** gift card has been approved which you will be able to
use to purchase a replacement ***If you do not receive the gift card within
7-business days of this letter please contact me at the phone number below
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,
*** ***
Compliance Coordinator, ***
voice ###-###-#### fax ###-###-####

October 22,
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*** ***
*** *** *** ***
*** ** ***
Case # ***
*** ***
On behalf of N.E.W./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 numberI would like to offer my apology that your experience with Asurion did not meet your expectations
Asurion Services, LLC and its member companies, 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. 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 Asurionregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
I purchased a year replacement plan for a *** air bedWhen it failed after the first year I called Asurion to file a claim and was advised “they don’t cover those air mattresses”I registered my Plan and filed the claim correctlyThey are responsible for covering the cost of the air mattress
The desired resolution listed in your complaint is to receive a full refund of the purchase price paid for the *** air mattress
A review of your service history for the replacement plan you purchased has been completedThe research revealed the air bed you purchased was registered with Asurionas “Camping Equipment”. Extended Plans are not to be sold for air beds that do not have an electric pumpIf the item had been registered as an “air bed” the representative assisting with the registration should have immediately identified the errorHad the error been recognized at the time of registration, the representative would have advised you of the mistake and immediately refunded the price you paid for the PlanSince this did not happen, and you had an active Plan registered with Asurion, I agreed to refund the purchase price that you paid for the air bed with sales taxYou advised this would provide a satisfactory resolution to your complaintThe reimbursement request has been submitted and approvedYou should expect to receive the reimbursement in less than seven business days
I hope this response provides you with the necessary information to close out this complaint filed against AsurionIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

December 19,
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*** ***
*** *** *** ***
Baton Rouge, LA ***
Case # ***
*** ***,
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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding 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 Asurion early in October for a coffee maker originally purchased at ***After repeated requests for an update on the status of your claim, you have only been advised that it is pending and that you would receive a notification within ten daysAs of November 26, you have not received any type of communication from Asurion regarding your claim
The desired resolution listed in your complaint is for your warranty to be honored so you are able to replace your coffee maker
A review of your service history for the replacement plan you purchased has been completedThe research revealed your claim for a coffee maker was initiated October 21, A return shipping label was provided to you so that you could forward the product to N.E.W. The coffee maker was shipped to N.E.WOctober 28, and delivered October 30, 2014. N.E.Wrequested a receipt for the coffee maker October 29, however you indicated it was a gift and did not have oneNo further action occurred on your claim until December 11, when the reimbursement of the purchase price paid for the product was approvedOur records indicate the reimbursement was issued in the form of a *** gift card December 11, and mailed to the address at the top of this letterIf the has not been received after ten business days we will gladly reissue another gift card reimbursement
We are still researching the reason no action took place during the month of November for your claimIt is our intention to discover the root cause and take action to prevent this scenario from reoccurring with other customers
We at N.E.Wappreciate your business and regret your experience was less than satisfactoryI hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

August 20,
*** ***
*** *** ***
*** *** ** ***
Complaint # ***
Ms***
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 numberI would like to offer my apology that your experience
with Asurion did not meet your
expectations
Asurion
Service PlansInc(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, it takes an excessive amount of time to receive a
reimbursement for a covered product after shipping the item to Asurion. The stated expectation is a reimbursement
within 24-hours. You returned a
covered item via *** on July 23, After more than a week had passed you
still had not received the reimbursement.
When you call to follow up you are advised “it is still processing.”
The
desired resolution listed in your complaint is for reimbursements to be issued
when we say we will, which is as soon as we are notified by *** that the item
has been dropped off for delivery.
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed you initiated a claim with Asurion July 23,
for a tablet purchased online at ***.comThe claim was immediately
marked “for review” which specifies the product must be received and inspected
before a reimbursement can be issued. A
prepaid shipping label was provided to you for submitting the tablet to our
depot center. The shipping label was
scanned by *** July 28, and the tablet was delivered Friday July 31,
2015. A request was submitted the
following Monday August 3rd, to issue to reimbursement
immediately. The reimbursement was
invoiced August 5, for the full purchase price amount including sales
tax. You provided a confirmation August
5th to Resolution Specialist *** that you did receive the
reimbursement via e-gift card that was sent to your e-mail address.
Asurion
randomly selects some claims for review in an effort to confirm we are
processing claims correctly. Your claim
was randomly selected for review which unfortunately did cause a longer
processing time than what your expectation had been. We regret the inconvenience
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***
*** *** * ***
*** *** * *** *** * ***
*** *** *** * *** *** * *** ** ***

October 22,
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*** ***
*** *** ***
***, *** ***
Case # ***
*** ***
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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
I bought my son a video game from *** along with a replacement planOn the flyer they gave me it indicates a reimbursement of the purchase price plus tax will be provided for item costing under $Represenatives I spoke with told me different things; I would receive a box to mail the game in, I would have to print a label off and send the game in and then I would receive a gift card once the pack*** was scanned in for shippingOne representative advised me the game would be repaired even though the flyer says replaceA man***r named Jacob told me he would look into my gift card never arriving if I would email the receipt from my original purchase to himAs of the date you filed your complaint with the Revdex.com, you have not received the gift card for the purchase price of your son’s game plus tax even though you sent the game in to N.E.W.
The desired resolution listed in your complaint is to receive an e-gift card refund and an apology from Jacob
A review of your service history for the replacement plan you purchased has been completedThe research revealed N.E.Wwas contacted by you on June 30, regarding an issue with a Video GameThe procedure for a replacement claim is for a *** return shipping label to be sent via e-mailThe e-mail should have included instructions to print the shipping label, contact *** for pick up, or to visit a local *** location so the product could be sent to N.E.WOnce the shipping label had been scanned by *** the e-gift card reimbursement should have been initiated so that upon receipt and examination of the product the reimbursement could have been issuedFor reasons that are not clear, the claim had notes added to indicate they were going to attempt to repair your product when they should have only confirmed receipt of the product so the reimbursement could be issued
Your claim experience is certainly not typical of the expectations we set for ourselvesYour input allows us to research what transpired during your claim and improve our quality of service in the futureOn behalf of everyone at N.E.Wand those associated with your claim I would like to apologize for a customer experience that was less than satisfactoryAs the reimbursement was issued and our records indicate reconciled, we feel the desired resolution you requested in your complaint has been met
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ***.
Regards,
Ken P***
Compliance Coordinator
kp***@asurion.com
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

October 1,
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*** ***
*** *** ***
*** ** ***
Case # ***
*** ***
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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is summarized below
On January 1, you contacted N.E.Wregarding a breast pump originally purchased a *** * ** but received as a giftThe representative you spoke with informed you the gift receipt you had was not acceptable, and that N.E.Wrequired a copy of the original receipt to register a product and process a claimYou tried unsuccessfully for a month to obtain a copy of the original receipt from *** * **You followed up with N.E.Wand were advised someone would contact you, but another month passed without a responseOn another call with N.E.Wyou were advised the gift receipt would be sufficientBy then your plan had expired and the claim was deniedYou were told nothing could be doneA request for a supervisor to call you back went ignored
The desired resolution listed in your complaint is to receive a replacement breast pump.
A review of your service history for the replacement plan you purchased has been completedI was unable to confirm you contacted N.E.Win January to register your product however that does not mean you did notI was able to confirm you spoke with a supervisor named Vanessa who stated she would inquire as to whether your claim could be processed and would call you backAnother supervisor by the name of Elaine followed up and advised you it would not beYou requested Elaine’s supervisor and were told you would receive a return call within 2-hours but never didI do believe you attempted to register your product in January but were advised a gift receipt would not suffice only later to be told it wouldIn the interest of customer service and as a goodwill gesture I agreed to provide a reimbursement of the purchase price paid for the product including sales tax. You confirmed the reimbursement was received October 1,
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

size="3" face="Times New Roman">
March
18,
*** ***
*** *** ***
Merced,
CA ***
Complaint
ID#***
Dear
*** ***,
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
numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer
service. Each call or letter that comes into N.E.Wregarding
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:
“I purchased a vacuum cleaner at ***
and a replacement plan that is handled by N.E.WI was told at the time of the
purchase that for the first year the manufacturer would handle any warranty
issues and after that year was up then N.E.Wwould cover it for an additional
yearsI attempted to file a claim because the vacuum cleaner, but the
customer service people at N.E.Wsay it's expired because it starts the day
you purchase it on mobile devicesThis is a full size vacuum cleanerOn the
terms and conditions it says that mobile devices are covered from date of
purchase because its accidental damage insurance and it should reflect that on
the receiptThe receipt however has it listed as a replacement plan which is
the insurance that covers the good for two years after the manufacturer’s
warranty expires.”
The
following is the desired resolution listed in your complaint:
“Replace my vacuum cleaner as promised
when I purchased the replacement plan.”
A
review of your service history for the replacement plan you purchased has been
completedThe research revealed your *** vacuum being registered with a
purchase date of September 3, along with a months replacement planThe
replacement plan expired on September 2, Unfortunately, the plan was
expired when you contacted N.E.Win
March to file a claim
The month replacement plan you purchased for your
vacuum cleaner provided enhanced coverage that started at the date of purchase
which was September 3, The enhanced coverage was for power surge
protectionThis is not coverage that the manufacturer provides
Specific language in the terms and conditions related
to your concerns is listed below for your reference
Term of
Coverage: The term of your Plan begins on your date of
purchase and continues for the period indicated on your sales receipt or your
order confirmation email. Except for the
enhanced coverage outlined above, which begin on your date of purchase, all
other coverage becomes effective immediately following the expiration of the
manufacturer’s warranty and remains in effect throughout the end of your term,
unless cancelled or fulfilled pursuant to the provisions below. In the event your product is being serviced
by an authorized service center when the Plan expires, the term of the Plan
will be extended until the covered repair has been completed
I hope this
response provides you with the necessary information to close out this
complaint filed against N.E.WIf we
can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Cynthia R***
Sr
Compliance Coordinator | ***@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

March 30,
*** ***
*** ** *** ***
*** ** ***
*** * ***
*** ***
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 numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives 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 productOnly 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 claimA store associate from *** *** promised you would receive
a replacement product if you filed a claimYou 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 completedThe research
revealed you submitted a claim with N.E.W
March 12, for a tablet that was originally purchased at *** ***You
were informed you would receive a prepaid return shipping label to send the
tablet to our depot centerUpon receipt of the tablet you would be provided
with an *** *** gift card for the purchase price paid for the tablet for
you to use towards the purchase of a replacement tabletYou 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
detailsYou have been informed that the limit of liability for the Replacement
Plan is the purchase price paid for the itemWe 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 claimUnfortunately we are unable to change
our terms and conditions based upon information provided to you verbally at the
time of purchaseIf 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 ***
Regards,
Ken P***
Compliance Coordinator | ***
*** *** * *** *** | www.asurion.com
*** *** *** * *** *** * *** ** ***

July 1,
class="**oNoSpacing">
*** ***
*** *** *** ***
***, ** ***
Complaint ID #***
Dear ***,
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
N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding 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:
A claim was filed for your son’s bicycle in November You were supposed to receive a gift card for the purchase price you paid of $After you filed the claim you mailed your receipt and other information in but never received your gift cardYou actually forgot about the claim until the weather was nicer and your son couldn’t ride the bicycle due to the brakes not workingThe representative you spoke with in May advised you another gift card would be sent to you but you state it was never receivedTwo weeks later when you called in again you were advised you had waited too long to call backThe conflicting information confused you and you don’t understand why you never received the gift card that was promised to you originally.
The desired resolution listed in your complaint is to receive the $refund you were promised for the bicycle
Our service history reflects you initiated a service request on November 25, for your son’s *** bicycleA UPS shipping label with tracking *** was emailed to *** that same dayThe label was sent to you to utilize for shipping part of the defective brakes from the bicycle in along with your receiptYour service history does not reflect anything being received from you and on May 25, your claim was systematically closed due to inactivity for the past daysYour call on May 30, is noted in your service request and the representative you spoke with initiated a task to have your gift card reissuedOn June 9, the notes in your service request reflect you being advised that your claim had been closed for inactivity for over monthsThe notes also indicate you did not utilize the mailer that was sent to you and you no longer have the receipt for your son’s bicycle
As a one-time customer courtesy for you being advised originally and on May 30, 2014, that a gift card was going to be issued a decision was made to reimburse you for the purchase price of your son’s bicycle plus taxWe spoke on June 27, and I apologized for any inconvenience and advised you about the reimbursementWhen asked you had no additional questions or concerns.
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
*** ***
SrCompliance Coordinator | ***
P ###-###-#### | F ###-###-#### | www.asurion.com

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, however, I will never use this company again I had to make multiple calls and send multiple emails to rectify the situation I think I only got their attention when filing this complaint and emailing the CEO of *** The whole situation was very stressful and something I never want to experience again
Thank you so much Revdex.com for helping in this matter
Regards,
*** ***

"Times New Roman","serif"">July
8,
*** ***
*** *** ***
*** *** ** ***
Case
ID # ***
Mr
***
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
numberI would like to offer my apology that your experience with Asurion did not meet your
expectations
Asurion Consumer
Solutions, 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
Your
complaint filed with the Revdex.com is copied below
We are supposed to be able to be refunded a portion
of the cost of preventative maintenance parts for the refrigerator that we
purchased from *** ***Instructions were to mail a copy of the receipt for
the preventative maintenance part with name and cell phone number on it, and
they will mail out the reimbursement checkWe received correspondence from the
company back saying that they are unable to process our claim because
"Your contract covers preventative maintenance parts only when purchased
at a *** *** retail location or online"We didn't purchase the replacement
air filter because the local *** *** locations did not have any to sell us
However, the replacement air filter for our refrigerator was purchased online
and we have proper documentation serving as proofWe feel that the company
makes processing claims difficult in hopes that customers will just give up on
claiming what is rightfully theirs so that the company can increase its
profits
The desired
resolution listed in your complaint is to be refunded a percentage of the cost
of the air filter due to you as stated by your contract.
A review of your
service history for the replacement plan you purchased has been completedThe
research revealed the service plan you purchased for your refrigerator does
have an enhanced coverage feature referred to as a Maintenance AProgram. In
the terms and conditions of your service plan you find a paragraph regarding
this enhanced feature which reads as follows:
Preventative Maintenance Part Reimbursement A
Program (for year Plans only): Beginning
on your date of purchaseYou will receive a 25% reimbursement on select
preventative maintenance parts (including water filters, air filters,
refrigerator coil brushers, drying lint brushes, aluminum vents, washer hoses,
washer fresheners purchased at *** *** retail locations, online at
homedepot.com or on the *** *** mobile application for the duration of this
ContractThere is a $limit on the preventative maintenance rebate for the
life of the ContractYou will need to contact Asurion at *** *** to file a claim for this programYou will be required to
provide Asurion with a copy of the sales receipt to obtain the reimbursement
The receipt for
parts that you provided to Asurion with a request for reimbursement was issued from
*** ***. The enhanced
feature which provides a partial reimbursement for preventive maintenance parts
only applies if the parts were purchased at a brick and mortar The *** ***
store location or online at ***. Because you did not purchase the parts at
either of these locations, the request for reimbursement was denied
We appreciate
your business and regret your experience has been less than satisfactoryIf you
are able to provide a receipt copy that confirms any of the preventive
maintenance parts listed above were purchased at The *** *** or at *** we will be glad to
reexamine your claimI hope this response provides you with the necessary
information to close out this complaint filed against AsurionIf we can be of further assistance to you regarding
this matter, please do not hesitate to contact me directly at ***
Regards,
Ken P***
*** *** ***
*** *** * *** *** * ***
*** *** *** * *** *** * *** ** ***

*** & *** ** signed a legal binding real estate lot purchase contract and home building construction contract with *** Homes to build their new home. Both contracts were mutually accepted between the Buyers and Builder/Seller on March 15, 2018. The lot was taken
off the market for others to possibly purchase A survey was ordered for home placement which *** & *** approved and signed their survey. The 2-story home per signed contract required extensive design and drafting to accommodate their desire to eliminate SF on 1st floor; eliminate SF on 2nd floor; eliminate SF in garage; eliminate 1.5' of upper kitchen cabinets; eliminate 3.5' of base kitchen cabinets; eliminate SF of kitchen c**ntertop eliminate 1' of staircase width; eliminate an interior door; eliminate d**ble garage doors; eliminate a bookshelf and niches. This required a custom design and plan to be drafted. The cost of staff time in designing and engineering a customized plan is very expensive. *** and *** were anxi**s to start construction. Never once did they mention they were looking at buying an existing home or possibly building with another builderThey decided to breach their contract and purchase elsewhere after having all this work done! They can be sued for specific performance and Realtor commission. Their Realtor explained to them that when a Buyer breaches a real estate transaction, the Seller has the right to whatever remedies that will make them whole and put them in the same position the Seller w**ld have been in the Buyer fulfilled the contract and closed on the home. *** Homes agreed to release them from two legal binding contracts (lot and home build) by retaining their down payments in lieu of putting *** & *** thr**gh a greater expense of enforcing their contracts and paying full penalties. Their Realtor informed them that breaching both contracts is very seri**s. *** & *** decided to purchase a different home on their own. *** Homes has been in business since and has an **tstanding reputation and respect in the industry. We only agree to mutually release them on the terms stated in this response. Or, *** and *** can continue the build process per legal binding contracts

February 19,
New Roman">
*** ***
*** *** ***
Bowie, MD ***
Case # ***
*** ***,
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 numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives 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.WNovember 4, to submit a claim for your *** tabletA
prepaid return shipping label was to have been provided to you so that you
could forward the tablet to our service centerAs of February 1, you had
not received the return shipping labelYou have spoken with several
supervisors without resolution
The desired resolution listed in
your complaint is for N.E.Whonor
the Protection Plan and replace your tablet
A review of your service history
for the service plan you purchased has been completedThe research confirmed you
contacted N.E.WNovember 4,
regarding your tablet. Our service
history notes reflect the service center assigned to your claim sent a return shipping
label to you on November 5, The service center added notes on December 4,
that the shipping label was returned to them without explanationThe
service center attempted to resend a label the same day. Six additional attempts to have a shipping
label sent to you occurred between January 2, and February 3, 2015. A request was submitted to have our service
center management group provide a return shipping label to a N.E.Wcustomer relations specialistHe
has stated he did receive the shipping label and has forwarded it to both
e-mail addresses we have on record for you.
If upon receiving this letter you still do not have a return shipping
label please call me at ###-###-####
We regret the inconvenience you
have endured while attempting to have your laptop sent to our service center
All indicators point to a system issue that prevented the shipping labels from
being delivered successfully. I hope
this response provides you with the necessary information to close out this
complaint filed against N.E.WIf we can be of further assistance to you
regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator | ***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

August 25,
"MARGIN: 0in 0in 0pt" class="MsoNormal">
*** ***
*** *** ***
*** ** ***
Case # ***
*** ***
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 numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer service. Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated
Your complaint filed with the Revdex.com is copied below
Purchased a product with Asurion, IncinsuranceWhen the product was opened it was defective and Asurion has refused to replace the itemI would like a replacement for the 2DS that I purchased from ***.comI ordered the product July 15, and opened it August 1, 2014, the product came damaged with scratchesI would like the product replaced, if the product can't be replaced then I should be refunded the $that I paid*** states that this company would handle the issue because it has been days from the time of purchase and the electronic policy is for days
The desired resolution listed in your complaint is to receive a replacement *** game system or a refund of $129.00, the purchase price paid for the game system
A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted N.E.Won August 4, to submit a claim for a *** game system purchased at ***.comIn your complaint you mention a *** representative advised you N.E.Wwould be responsible for replacing your game system as their day time frame to return an electronic item had passed. You were provided with misinformation and should have been advised to contact the manufacturer, *** as the product is still under a year manufacturer’s warrantyThe *** warranty information is available on their company website http://www.***.com/consumer/manuals/warrantyinfo.jspThe manufacturer’s warranty coverage information specifically mentions it covers any manufacturing or workmanship defects and these will be repaired at no chargeYou can initiate a warranty repair on the same websiteThe Replacement Plan you purchased with N.E.Wdoes not cover cosmetic damage as you described. I attempted to contact you on three occasions to discuss your concernsI left voicemail messages each time requesting you contact me at your convenienceAs of the writing of this letter I have not heard from youWe do value your business and would like to help provide a more satisfactory customer experienceI’m happy to discuss your concerns via e-mail if that is preferableI can be reached at ***
I hope this response provides you with the necessary information to close out this complaint filed against N.E.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####

*** ***
"">*** *** *** *** *** * ***
***, OR ***
Case # ***
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 numberI 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
A television was purchased with an extended service plan at a *** *** store in ***, OregonYou explained the television would be used in a retail setting and received assurance the extended service plan would provide coverage in the event the television failedDuring the coverage period the television did fail to work properlyA claim was submitted and approvedYou were advised a reimbursement check for the full amount of the purchase price paid would be forthcomingYou made a second call to N.E.Wafter submitting the claim to confirm your addressYou received assurance the check would arrive within thirty daysAfter more than a month passed you called to inquire on the status of the check and only then were you advised the reimbursement had been canceled due to the television being utilized in a retail settingAt one point a reimbursement check was issued, however the wrong name was printed on the check and could not be cashedWith this information N.E.Wrefused to reissue the reimbursement
The desired resolution listed in your complaint is to receive the reimbursement you were twice advised had been approved
A review of your history for the service plan you purchased has been completedThe research revealed N.E.Wwas contacted May 28, regarding an issue with the television purchased at *** ***’sAfter a description of the problem was provided, parts thought to be required were ordered. After a week passed with the parts not arriving a decision was made to provide a reimbursement of the purchase price paid for the televisionThe check was issued to the person’s name N.E.Whad on fileThis person no longer works at your business and you were unable to cash the checkYou followed up with N.E.Wto explain the situation and were advised the check would not be reissued due to the television being used in a commercial setting.
The extended service plan should have never been sold to you upon our knowledge at the point of sale that the television would be used in a retail settingAs your claim was denied only after we provided an extended service plan, approved a claim, and issued a reimbursement check it is only right to complete the claim requestI spoke to you Wednesday September 24, to apologize for a less than satisfactory experienceI stated I would submit the reimbursement request in the form of a check which you receive within 5-business daysYou 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.WIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville, TN

March 9,
*** ***
*** *** *** ***
Jacksonville, NC ***
Case # ***
*** ***,
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 numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives 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 beginning
in July you sent a laptop computer to N.E.Wseven times for serviceEach
time it has been returned to you it remains in the same non-working conditionYou
discussed your concerns with a manager February 17, This manager informed
you to expect a return call within three days regarding a decision to provide a
reimbursement of the purchase price you paid for the laptop
The desired resolution listed in
your complaint is for your laptop to be repairedIf it is unrepairable, you
would like to be issued a reimbursement of the purchase price
A review of your service history
for the service plan you purchased has been completedThe research confirmed
your laptop was submitted to N.E.W
for repair on four separate occasions without resolving the power issueThe
terms and conditions for N.E.W
Service Plans purchased at *** *** stipulate that if a laptop computer is
repaired twice for the same problem and requires a third repair, the customer
is eligible to receive a reimbursement of the purchase price under a “no lemon”
clauseAn initial request to review your claim for reimbursement was submitted
November 13, only to be denied the following day with a note that the
laptop would need to be resubmitted for additional serviceOur records reflect
a second reimbursement request was submitted and approved on February 17,
2015. The invoice date for the
reimbursement was February 21, 2015. If you
have not received the reimbursement upon receiving this letter please contact
me directly at ###-###-#### or by e-mail at ***@asurion.com
We regret your experience with our company was less than satisfactory. We will utilize your claim as a coaching
opportunity in an effort to prevent the same experience from reoccurring with
other customers
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***
Compliance Coordinator |***@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
Grassmere Park | Suite |
Nashville, TN

May 29,
"">
*** ***
*** *** ***
*** *** ** ***
Case # ***
***
***,
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 numberI would like to offer my
apology that your experience with N.E.Wdid not meet your expectations
N.E.WCustomer 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.Woffers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience
N.E.Wstrives to provide world class customer
service. Each call or letter that comes into N.E.Wregarding
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;
You purchased a *** *** ***
Stroller with an extended warranty on July 8, from a *** * ** store in
***, Washington. In June of the
stroller malfunctioned while you were in ColoradoYou contacted N.E.Wand
were advised to purchase another stroller and then forward a copy of the
receiptOnce completed you would be provided with instructions to send the
defective stroller backYou purchased a new stroller and faxed a copy of the
receiptSeveral weeks later you received a letter advising your issue did not
qualify as an eligible issue and as such you would not receive a refundYou
attempted to dispute the response with the assistance of a *** * ** manager
from your areaHe was also unsuccessfulYou recently received a notice from
*** * ** stating your stroller was being recalled for the same issue you
initially submitted the claim forYou contacted N.E.Wagain May 13, to
inquire if the claim could be reevaluated due to the stroller being defective
You were advised that your extended plan had expired and the claim would not be
reopened
The
desired resolution listed in your complaint is to receive a refund of the purchase
price you paid for the stroller
A
review of your service history for the replacement plan you purchased has been
completedOur research revealed that there was contact with N.E.Wduring June regarding
problems associated with a stroller, however there were no notes to indicate what
transpired during that contactAs you correctly described the procedure N.E.Wfollows for claims on strollers purchased
at *** * ** it is reasonable to assume you did receive instructions to
purchase another stroller and then submit the request for a reimbursementWe
feel it is appropriate to provide you a reimbursement of the purchase price
paid for the stroller plus sales taxI spoke with you on Thursday May 22,
I apologized for a less than satisfactory experience and asked if a
reimbursement would provide a satisfactory resolution to youYou indicated it
wouldWe will issue a check request to the accounts payable department and
overnight it to you once availableI confirmed the address listed above as
correct
I
hope this response provides you with the necessary information to close out
this complaint filed against N.E.WIf we can be of further assistance
to you regarding this matter, please do not hesitate to contact me directly at
###-###-####
Regards,
*** ***
Compliance Coordinator
***
voice ###-###-#### fax ###-###-####
Asurion I Grassmere Park, Nashville,
TN
v