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Johnstone Supply Reviews (563)

June 10, 2015
 
[redacted]
[redacted]
Brunswick, GA
[redacted]
Complaint
ID#[redacted]
 
 
Dear [redacted],
 
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 number. I would like to offer my apology that your
experience with Asurion did not meet your expectations.
 
Asurion Service Plans. 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.
 
According to
your complaint filed with the Revdex.com you state the following:
 
I purchase a flat screen
television back and the 2 year service warranty at the local [redacted] store in
Feb.2014. On March 31, I filed a claimed and had my original receipt. The
receipt was faded as told the CSR on the phone and we were trying to make out the
numbers and letters of the service plan I purchased. She asked me did I want to
use my one time courtesy claim and I paused to think about it and told her no I
didn't. In this same conversion on the phone I asked her did I need to mail the
receipt because I didn't want to these people to think I was trying to commit
some type of fraud and she stated no and I would be fine. I gave her my
information which includes my email address and at the end of the conversation
she stated that I would receive a shipping label and she other information on
how to complete the claim. About 10 days or less went by and I realize I have
not received any information on my claim, so I call back and when I spoke with
the CSR she told me that the wrong email had been entered into the system and
she was going to correct that and then she transferred me over to the claims
department. I spoke with the lady and she said that all I need to do was
provide proof of purchase by the form of the original receipt and I told her I
had it but it was faded and she told me that if the barcode was able to scan
the store could scan that for me and print me out another receipt. The CSR also
stated that she would send me the information on how to send the receipt. So
when I go home and began looking for the receipt, I realize that I lost the
receipt and immediately began corresponding with the lady I was on the phone
with via email, I also kept this email to provide proof if so need be. She told
me that they could not assist me if I didn't have the receipt. I explain to her
when I filed the claim a week ago I had and due to the error of the agent I
should not be held accountable and if someone could listen to the original call
you could clearly see I had the receipt, she in return me told me. There was
nothing they could do. For the next 2 weeks I have spoken with a several CSR
and supervisor name Donna and they told me the same thing. I have put in a
request for the original call to be listen to but no has submitted one and the
last person I spoke with told me they don't do that and she was a CSR. I feel
like I have been given the run around because of a mistake.
 
The following is
the desired resolution listed in your complaint:
 
“I would like a refund or
replacement but more import.”
 
A review of your
service history for the replacement plan you purchased has been completed. The
research revealed numerous conversations with Asurion regarding you not having
your receipt and your local store not being able to provide one. A one-time
exception was made as a customer courtesy to pay your clam without the receipt
being submitted. A gift card for $156.97 was issued on June 10th and
a message was left on your voicemail advising the gift card should be received
in 24 to 72 hours.
 
We regret that
your claims experience has been less than satisfactory and value you as our
customer. Please accept my apology for any inconvenience the delay in your
claim being completed may have caused.
 
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,
 
 
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

December
22, 2014    
[redacted]
[redacted]
Shawnee,
KS [redacted]
Complaint
ID#[redacted]
Dear
[redacted],
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. I would like to offer my apology that your experience with N.E.W. did not meet your expectations.
Asurion and its member company N.E.W.
Customer Service Companies, LLC (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.
According to your complaint
filed with the Revdex.com you state the following:
“I purchased through the vendor [redacted],
an Asurion extended warranty for my newly purchased [redacted] ($319.00) and
this product malfunctioned during the covered period of the warranty. I then
filed a claim with Asurion and they were really good about getting me a
shipping container to send in my malfunctioning product to them. Shortly after
this, I was informed by Asurion that the product was un-repairable and that the
cost of the item would be refunded to me for this amount in the form of a check
that would be mailed to my home in 10-15 business days. This check never
arrived. I called the company and they verified that my address was incorrect,
as I had recently moved and they assured me that they would mail out a check in
the amount of $319 and that I should receive this in 10-15 business days. This
check never arrived. I called the company again and they apologized for this delay
and informed me that I should receive the check in 10-15 business days. This
check never arrived. Today I called the company ([redacted]) and informed them
that I did not receive this promised check, to which the customer service agent
apologized and told me that I should receive my check in 10-15 business days.
This is unacceptable! Why is this company allowed to operate without any
recompense for simply not adhering to the agreement that we entered into with
good faith? I cannot in good conscience recommend this company to anybody, as
they apparently do not know what it means to hold up to their end of the
agreement of warranty...although they apparently know how to take your money
for their empty promises.”
The
desired resolution listed in your complaint is to receive reimbursement for
your product as soon as possible. 
A
review of your service history for the service plan you purchased has been
completed. The research revealed your check being sent to you overnight on
December 9th under [redacted] tracking [redacted]. I called the contact
number listed in your complaint on December 9th and 12th and
left a voice mail with this information. I also ask for you to call me with any
additional concerns or unanswered questions.
As
of the date of this letter I have not heard from you. 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,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]
P
###-###-#### | F ###-###-#### | www.asurion.com

August 7, 2014

class="MsoNormal"> 
[redacted]
[redacted]
[redacted]
Case # [redacted]
 
[redacted],
 
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. I 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 copied below.
 
Filed a claim and mailed damaged product but have never received any reimbursement as promised. I filed the claim back in May 2014 with Asurion Buyers Protection Plan, claim #[redacted]. I have yet to receive and reimbursement from them even though I sent in the damaged tablet to them. I have called and called on countless time trying to find out the status of my claim and each time they give me the run around stating that the gift card has been mailed, but to this day I have yet to receive anything from them.
 
The desired resolution listed in your complaint is to receive a refund of the full purchase price you paid for both the tablet and the Protection Plan.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. May 29, 2014 to initiate a claim for your tablet.  A prepaid return shipping label was provided for you to send the tablet to N.E.W.  On June 7, 2014 N.E.W. received a confirmation from [redacted] that the tracking number assigned to your return label had been scanned and was in route to our service center. This initiated the reimbursement which was issued on June 11, 2014 and sent to the address we had on file. You contacted N.E.W. on June 24, 2014 to state you had not received the reimbursement. Our customer service representative confirmed your address.  She discovered it needed to be updated and changed it to your current address. A request to reissue the reimbursement was approved. After approximately one month later you contacted N.E.W. after you still had not received the reimbursement. A 3rd reimbursement request was submitted and a check issued July 28, 2014. I contacted you today July 31, 2014 to apologize for a less than satisfactory experience. You informed me that you had not received the reimbursement. I asked you to please contact me at the phone number below if you do not receive the check by Monday August 4, 2014 so I may assist you further.
 
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[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

April 24, 2015
[redacted]
Aston, PA [redacted]
Case # [redacted],
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. I 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.
According to your complaint filed with the Revdex.com, you
purchased a [redacted] washing machine July 1, 2010 from [redacted] with an
extended warranty. The washer stopped working properly in March of this year.
You contacted N.E.W. to submit a claim. A service technician was assigned and
completed an in-home repair stating the issue had been resolved. A few days
later the washer was broke again. The first technician declined to provide a
second service visit as you have several cats which he is allergic to. Another
service provider was located. A technician completed an in-home appointment and
he also stated the repair was complete. 
The second repair lasted a few days at which time the washer failed
again. A third in-home service repair was approved. The technician that arrived
stated parts would be required to repair the washer. The parts needed to be
ordered which you were advised would take an additional 3-10 days to arrive
causing you to be without the use of your washer for approximately a month.
The desired resolution listed in
your complaint is to receive a new washer and an extended warranty at no cost.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed three service requests have been submitted to repair your washer. Due
to the time frame you have endured without the use of the washer N.E.W. has arranged for [redacted] to
provide you with a new washer of equal value as a replacement. Our notes
reflect a Service Advisor spoke with you to advise you of this and confirm your
contact information.  If you need further
assistance regarding your replacement you are welcome to contact me directly at
###-###-#### or by e-mail at [redacted]@asurion.com. 
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[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

[redacted]data>

[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 [redacted], and find that this resolution is satisfactory to me. 
The complaint was handled in a very quick and exceptionally satisfactory manner.
Thank you [redacted].  Your response was very quick and kind.
Regards,
[redacted]

July
24, 2014
 
[redacted] [redacted]
[redacted]
[redacted]
Complaint
ID#[redacted]
 
Dear
**. [redacted],
 
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. I 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.
 
According to your complaint
filed with the Revdex.com you state the following:
 
You purchased a prepaid cellphone, the
product care plan and 1 month of service for the cellphone. A claim was
required because the screen on the cellphone broke. It took more than a week to
receive a label to send your cellphone in for replacement. When you received
the label you were told once the label was scanned in at [redacted] for shipping your
cellphone in for replacement your reimbursement would be processed immediately.
Then you were advised 24 to 72 hours to receive your reimbursement. As of the
date you filed your compliant, June 30, 2014, you had not received your
reimbursement. 
 
The
desired resolution listed in your complaint is to have your cellphone replaced.
You also requested to be reimbursed for the month of cellphone service you paid
for and have not been able to use.
 
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a claim initiated by you on June 20th
and a call from you on June 26th when no shipping label was received
by you for sending your mobile device in for replacement. An email containing
[redacted] label [redacted] was sent that same day.
 
Calls
from you on June 30th and July 1st are noted that you
were advised of the time frame to receive reimbursement. The notes also reflect
your dissatisfaction with the time frame you were provided. As a customer
courtesy for you the expectation of receiving your broken mobile device was
waived and your reimbursement via gift card was emailed to you on July 2nd
at [redacted] Messages were left for you by a resolution specialist
named [redacted] on July 1st, 9th to verify you received the
reimbursement.  
 
The
process for mobile devices to be replaced under the product care plan requires
the devices to be sent in to the product care plan. Once mobile devices are
scanned as received by the product care plan it triggers a reimbursement via
gift card being processed within the next 48 business hours.
 
We
spoke on July 14, 2014 and I apologized for any inconvenience you were caused.
As a customer courtesy for customer satisfaction I offered you a $25 [redacted]
gift card due to the delay in you receiving a label to ship your mobile device
to the product care plan. You accepted the gift card and when asked, you had
not additional questions. The gift card was sent via [redacted] tracking [redacted] and delivered on Wednesday, July 16, 2014. 
 
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,
  
 
[redacted]
Sr. Compliance Coordinator  | [redacted]
P ###-###-#### | F ###-###-#### | www.asurion.com

April 9, 2015
[redacted]
Deep Run, NC [redacted]
Case # [redacted],
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. I 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.
According to your complaint filed with the Revdex.com, you
were expecting a reimbursement check on February 13, 2015 that was being
provided to you to fulfill a claim submitted for a damaged tablet. Phone calls
to our customer service supervisors on February 27, March 13, and March 27,
2015 did not resolved the issue. The first supervisor advised the reimbursement
check had been issued and cashed. Your husband informed the supervisor no check
had been received. Your husband was then advised a copy of the cashed check
would be forwarded to your e-mail within 7- 10 business days. No e-mail was
received. The other two supervisors both told your husband the reimbursement
check had not been cashed and that they would submit a stop payment request and
have another check issued. The last supervisor stated once the check was
reissued, it would be sent to you via [redacted].
The desired resolution listed in
your complaint is to receive the check on or before Saturday April 4, 2015.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed a claim was initiated with N.E.W.
December 22, 2014 for your tablet that was reported to be damaged. A prepaid
return shipping label was provided for you to send the tablet to our depot
center. The tracking number for the return shipping label confirms the tablet
was received on January 21, 2015. A reimbursement check for the full purchase
price was issued the same day and was to be sent to the address at the top of
this letter. On February 27, 2015 we were informed you had not received the
reimbursement check.  A representative
advised you the check had been reconciled. This information was not correct.
The representative confused the current claim for a previous claim completed in
February of 2014.  The prior claim was
also for a tablet with the same purchase price amount as the current claim. On
March 13, 2015 a stop payment request was submitted. It was not until Friday
March 27, 2015 that another reimbursement check was issued. Unfortunately, the
check was issued too late in the day to be picked up by [redacted]. The check left
our office Monday March 30, 2015. The [redacted] tracking number assigned to the
envelope with your check confirms it was delivered the next day, Tuesday March
31, 2015.
We sincerely regret your
experience with our company was less than satisfactory. We are attempting to
ascertain what happened to the first reimbursement check issued to you, as well
as why two weeks passed after the stop check request was submitted before a
second check was issued. We will utilize this information to prevent the same
events 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 [redacted].
Regards,
Ken P[redacted]
Compliance Coordinator [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

December 23, 2014

face="Times New Roman">
[redacted]
Mars Hill, ME [redacted]
Case # [redacted],
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. I 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.
You purchased a tablet from [redacted] with an extended service plan administered by N.E.W. You submitted a claim for the tablet after it was dropped and sustained damage to the screen. The screen was replaced and the tablet returned to you, however it was not functioning properly when you received it. Specifically the screen was not responsive. Simply unlocking the tablet often required several restarts. You contacted N.E.W. and were advised to send the tablet back for a second repair attempt which you agreed to.  After receiving the tablet again from N.E.W., it is still exhibiting the same problems you experienced after the first repair. Currently it is unusable.
The desired resolution listed in your complaint is to receive a refund of the purchase price paid for the tablet or a replacement device.
A review of your service history for the replacement plan you purchased has been completed. The research confirmed your tablet was submitted for service on two occasions. Due to the length of time that passed without your tablet being usable and as a gesture of goodwill for customer satisfaction, we agreed to provide a reimbursement of the purchase price paid including sales tax. The reimbursement will be a [redacted] e-gift card sent to your e-mail address. You 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.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[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

September 25, 2014
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. I 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.You submitted a request for an in-home service repair with N.E. W. for a [redacted]. stackable washer and dryer. The service technician assigned to your repair advised parts would be required. The parts were to be delivered to your home at which point the technician would return to complete the repair. You took a day off from work the following week, however the technician never arrived. The reason provided to you was that all of the parts had not been delivered, and another appointment was scheduled for the following week. When the next appointment was kept, the technician advised the wrong parts were delivered and that he would need to reorder, forcing yet another scheduled repair visit. Due to a sick child at your home you felt it was necessary to purchase another washer and dryer with no other options available from N.E. W. other than to wait for the scheduled repair.The desired resolution listed in your complaint is to receive a reimbursement of the purchase price for the new washer and dryer.A review of your service history for the extended service plan you purchased has been completed. The research revealed you contacted N.E. W. August 14, 2014 to request service for your washer/dryer combo. On August 28, 2014 you contacted N.E. W. to inform us that appointments have been rescheduled numerous times due to either no parts or incorrect parts being delivered. At that time you requested the service repair be escalated and that you were seeking a replacement of your washer/dryer. You were informed your product did not qualify for a replacement. On September 22, 2014 you contacted N.E. W. to state the technician arrived a second time with wrong parts and was unable to complete the repair again. I spoke with you September 22, 2014 and advised due to the delay in service N.E. W. will provide a full reimbursement of the purchase price including sales tax that you paid for the washer/dryer combo. You stated this would provide a satisfactory resolution to your complaint.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

June 9, 2014
0pt" class="MsoNormal"> 
[redacted]
[redacted]
[redacted], [redacted]
Complaint ID#[redacted]
 
 
Dear **. [redacted],
 
I am writing in response to your rebuttal on May 5th to N.E.W.’s original reply to your Revdex.com complaint.
 
In your original complaint filed with the Revdex.com, you purchased a TV along with a 1 year warranty from [redacted] and an additional 3 years from [redacted]. The TV only worked for 6 months after you brought it home. [redacted] and [redacted] have refused to service your TV. The TV has not been dropped, pushed or had any damage. You state you believe the TV was damaged during the time it was on lay-a-way before you brought it home.
 
It was explained to you that the product care plans ADH coverage was not coverage for your television. The representative you spoke with also advised that your television would need to be diagnosed so a decision could be made on whether it had experienced a mechanical failure. If it had the product care plan would repair your television. Your television was set up to be diagnosed under the [redacted] Product Care plan you purchased for it.
 
According to your rebuttal a service technician came to your home on Tuesday, April 29th and replaced a board in your television. Shortly after she replaced the board the streaks on the television screen began to appear again. The technician attempted to contact N.E.W. for approval to have the television replaced but was unable to do so. You attempted to contact the product care representative who had set up the service for your television and then filed this rebuttal to our original response.
 
A decision was made to reimburse you for the purchase price of your television plus tax. I called the contact number listed in your complaint on June 2nd and 4th, I left detailed message that a reimbursement check would be forth coming for the purchase price of your television plus tax. I asked that your return my call to verify that this was a satisfactory resolution for you. I also asked that you let me know if you had any unanswered questions or additional concerns. To date I have not heard from you.
 
A check in the amount of $462.24 was sent out on June 3rd via [redacted] tracking # [redacted].  The package was delivered to the address listed in this complaint on June 4th. 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,
 
 
[redacted]
Sr. Compliance Coordinator  | [redacted]
P ###-###-#### | F ###-###-#### | www.asurion.com

I purchased an LG French door refrigerator from the H[redacted] D[redacted] on May 2013. I purchased the extended warranty five year plan.
On July 12, 2016 I reported that my fridge was not working. The ice maker went first then the freezer followed by he fridge. H[redacted] D[redacted]t warranty department was very nice and scheduled an appointment with a repair person for July 14. I called on The repair company to confirm my appointment and they said it was rescued to July 16. The young man showed up 4 hours late and in his private car. No name tag, no uniform no ID .
He checked the fridge, said the compressor was too hot to touch. Made a few phone calls and said the company would call us for a follow up. He was here for two hours and did nothing.
I called H[redacted] D[redacted] again and reported this . They apologized and said they would call back with s[redacted] more information after they contacted the repair service.
They called back the next day and schooled us with another company on July 18. This new repair company A.A.R. was just as incompetent as the first one. Their field tech showed up said the compressor was very hot. He made a few phone calls and determined that we needed a new compressor and a new circuit board. He said he would submit the paper to his employer and s[redacted]one would get back to us. He unplugged the fridge and left.
During all of this a representative for the protection plan department called me and said he was sorry for all the problems we had experienced but that he would try and speed this along. He gave me his phone number and extension. He promised to return all calls within 24 hours and he was going to make this right. His name is Robert C[redacted].
Mr. C[redacted] called the day after the second service call. I told him we needed a new compressor and a circuit board and that everyone was waiting for the paperwork to move up the ladder. He contacted AAR and spoke to the manager. He got what was needed and made sure they received the parts within 2 days.
It took AAR until July 25 to replace the compressor on my fridge. The serviceman that came did not feel it needed a new circuit board so even though he had it he chose not to replace it . He said everything would work fine. Just give it 24 hours to cool and we are good to go.
July 26 the freezer temp is at 37 degrees. The fridge is at 47 and the ice maker does not work. We called AAR. They said they would contact the repair person and see when he could return. I called Mr. C[redacted] and left him a message. He did not return my call. I called the H[redacted] D[redacted] Warranty department and they set up an appointment for July 29. Nothing sooner.
On July 28 I called AAR to confirm the July 29 appointment. They are very sorry but they cannot have the service person here until Autist 5, 2016. I told them this was unacceptable so they tentatively gave us their soonest appointment August 3, 2016.
This appointment will be to check what additional parts we need.
I have left 4 messages for Mr. C[redacted]. He has returned none of them. I have spoken to upper management at the H[redacted] D[redacted] Warranty department and they have done nothing.
What does it take to either have this appliance repaired by a responsible , knowledgeable, credited company or replaced as stated on the contract?
We are in week 3 with no look see until week 4. Am I being unreasonable?

February 19, 2015
[redacted]
[redacted]
Sioux Falls, SD [redacted]
Case # [redacted]
[redacted],
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. I 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.
According to your complaint filed with the Revdex.com you
purchased [redacted] portable speakers from Walmart with an extended protection
plan. You submitted a claim with N.E.W. and were advised to forward the product
to us. You were advised upon receipt of the product N.E.W. would provide you a
reimbursement of the purchase price paid. There was an issue providing you with
a return shipping label but that was resolved and you did submit the product to
N.E.W. as requested.  After the product
was received you were notified the issue should be addressed by the
manufacturer’s warranty. We stated the product would be returned to you,
however that did not occur.
The desired resolution listed in
your complaint is to receive the reimbursement you were originally advised
would be provided.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed our service center received your product January 12, 2015. On January
15, 2015 we informed you the item should be covered under the manufacturer’s
warranty and we were returning the item to you unrepaired. There is no
indication the item was returned to you. The service center was unable to
provide a return tracking number. There are no notes to support that it was
returned to you. As such, I offered to provide you a reimbursement of the full
purchase price plus sales tax. You indicated this would be a satisfactory
solution. The reimbursement has been approved. The check will be sent to the
address at the top of this letter via next business day delivery once it is
available.
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 [redacted].
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

July 27, 2015
 
[redacted]
Case # [redacted]
 
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 number. I would
like to offer my apology that your experience with Asurion did not meet your expectations.
 
Asurion Service Plans. 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.
 
According to your
complaint filed with the Revdex.com, on March 11, 2015 you
purchased two tablets at a [redacted] store along with replacement plans for item.
In or about April/May 2015 you submitted claims for each tablet. You requested
the claims be fulfilled via [redacted] e-gift cards that could be sent to your
e-mail address.  You returned both
tablets to our depot center as requested. 
On May 18th you received one e-gift card via e-mail and you
were advised the second e-gift card would also be sent to your e-mail
address.  On June 11, 2015 you were asked
to provide a receipt copy for one of the tablets. You did so by sending a copy
of the receipt to the e-mail address you were provided with.  As of July 4, 2015 you still had not received
the e-gift card reimbursement for the second tablet.
 
The desired resolution listed in your complaint is to
receive the [redacted] e-gift card as expected.
 
A review of your service history for the replacement plan
you purchased has been completed. The research confirmed two claims were
submitted for tablets purchased at [redacted]. A reimbursement of the purchase
price paid for each tablet was issued via e-gift card and sent to the same
e-mail address you provided to the Revdex.com.  Our records confirm one e-gift card with a
number ending in 5676 was activated on May 18, 2015 in the amount of $106.92.
This e-gift card was redeemed in full at [redacted] store # 0628 on June 26,
2015.  A second e-gift card with the
number ending in 9231 was activated and issued on June 24, 2015. The
reimbursement amount was the same as the first e-gift card.  As of July 16, 2015 this e-gift card had not
been utilized. 
 
I attempted to reach you by phone on three separate
occasions.  On each call I left a message
with my contact information and a request to call me if you have not received
the second e-gift card. As of the writing of this letter I have not heard from
you.  I always advise customers to check
their e-mail junk folders as sometimes our e-mails are received there. If you
did not receive the second e-gift card we are happy to reissue the
reimbursement for you.  If you still
require assistance, please call me at [redacted] or if you prefer, you may
reach me by e-mail at [redacted]
 
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 615-445-2404.
 
Ken P[redacted]

January 13, 2015
[redacted]
[redacted]
Trenton, IL [redacted]
Case # [redacted]
[redacted]
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. I 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.
You purchased an Asus tablet with a 2 year extended service plan
administered by N.E.W.  On October 19,
2014 you submitted a claim for the tablet which was damaged with a cracked
screen. The claim was fulfilled with a replacement tablet being provided to
you.  The replacement tablet did not work
properly. As such another service request was opened, and you submitted the
replacement tablet to N.E.W. for repair. It was returned to you without being
repaired. When you informed N.E.W. the tablet was received in the same
condition that you sent it, a customer service representative agreed to submit
a third service request and stated he would forward a return shipping label to
you. You never received the expected shipping label and upon logging into our
website you discovered there was no open service request.
The desired resolution listed in
your complaint is for the terms of the extended service plan to be honored.
A review of your service history
for the replacement plan you purchased has been completed. The research
confirmed a claim was initiated October 19, 2014 for your tablet. The service
center assigned to your repair received the tablet October 28, 2014. Parts were
required and the tablet was marked as repaired November 11, 2014 with a note
that the main board and digitizer were replaced. On December 1, 2014 you
notified N.E.W. there was still an
issue with the tablet. A second service request was approved with a refurbished
tablet selected as the method of claim completion. Our service center received
your tablet December 15, 2014 with a replacement issued December 18, 2014. On
December 22, you contacted N.E.W. to
inform us the replacement tablet you received was not functioning properly. A
service recall request was noted for your claim, however no follow up action
occurred. 
I contacted you and apologized
for a less than satisfactory experience. I offered to move forward with the
most recent service request advising I could follow through with the repair
until it was completed to your satisfaction. I also stated that due to the
service delay that had occurred, I could also provide a reimbursement of the
purchase price you paid for the tablet. You informed me you already purchased a
replacement tablet and requested the reimbursement. The reimbursement request
has been submitted.  I will provide you
with any follow up information as I receive it. 
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[redacted]
Compliance Coordinator | [email protected]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

July 31, 2014
 
[redacted]
Case # [redacted]
 
[redacted],
 
N.E.W. received your rejection of our response letter drafted as a reply to your complaint submitted to the Revdex.com. A copy of your statement is provided below.
 
I am rejecting this response because:  I sent them a copy of the letter they sent me - I wouldn't have the letter if I had not tried to cancel the insurance when I returned the notebook so that is proof that I did contact them.  Also, it is not my fault they don't have accurate records of my contacting them and they should honor my request for a refund.  The company is not ethical and honest.
 
I attempted to reach you on three occasions by calling the phone number you provided the Revdex.com. I left voicemail messages each time asking you to please contact me at your convienence. I have some questions that may help us provide a resolution for you. As of the writing of this letter I have not heard back from you. Please contact me either by phone at ###-###-#### or by e-mail if that is preferable at [redacted]. 
 
Regards,
 
Ken P[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

March 16, 2015
[redacted]
Crown Point, IN 46307
Case # [redacted]
Ms. [redacted],
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. I 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.
According to your complaint filed with the Revdex.com, you
filed a claim with N.E.W. for a broken printer. You were advised you would
receive a reimbursement of the purchase price paid for the printer via gift
card once you submitted it to our depot center using a prepaid return shipping
label that would be sent to your e-mail address. After you did not receive a return shipping
label, you contacted N.E.W. and were informed the label had been sent via U.S.
Postal Service to your home address. You informed the customer service
representative that you are on the road for business 11 months out of the year
and requested the return label be sent to your e-mail address. You were advised
you would have the return label within two hours. After two days past without
receiving the label you contacted N.E.W. 
again. The representative you spoke with informed you the label could
not be sent via e-mail and must be delivered using the U.S. Postal Service.  You went to the [redacted] location where
you purchased the printer to ask if they could provide assistance. An assistant
manager stated his understanding was return labels were sent via e-mail. He
contacted N.E.W. on your behalf. You were again informed the return label would
be sent to your e-mail address. As of the date you submitted your complaint to
the Revdex.com you had not received a return shipping label.
The desired resolution listed in
your complaint is to have your claim resolved.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed your claim for a printer/fax combo was initiated February 11, 2015.
The claim was to be completed by providing you with a reimbursement of the
purchase price paid using an [redacted] gift card. The gift card was to be
issued upon our service center receiving the product. When we require you to
submit the claimed product to a depot center we provide a prepaid return
shipping label to you. For your claim the label was mailed to the address we
have in our records for you. We received notification that you had not received
the return shipping label on February 21, 2015. A second label was mailed to
your home address at that time. A third label was sent to you February 23,
2015. This was a UPS return label with a tracking number ending in 6603.  Our records indicate this tracking number is
in route to our depot center. I will follow through with your claim until it is
completed. We regret you were informed the return shipping label would be
provided via e-mail only to be sent twice via U.S. Postal Service to your home
address.  I am unable to provide a
definitive explanation why your return label was not sent to your e-mail address.
We want to prevent your experience from reoccurring with other customers and
are actively researching the issue.
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[redacted]
Compliance Coordinator |[redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] | Suite 300 |
Nashville, TN 37211

August 23, 2016 RE:  CASE #[redacted] Nombach had made several attempts to resolve Mr. [redacted] complaint, including discounting the original contract dated May 12th, 2016, and increasing the warranty.We have an amicable resolve with a new contract which was executed on August 18th,...

2016.The work should commence the week of August 29th, 2016.Thank you,Nombach Roofing and Tuckpointing

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. I 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.According to your complaint filed with the Revdex.com you state the following:
“I bought a 47' [redacted] flat screen TV from [redacted] ($548.00) on 6/27/13 and also purchased the three yr. service plan ($69.00) at the same time, total of $654.02. My TV stopped working on 7/29/15. I called N. E. W. the service plan company and filed a claim to have it repaired. I did not receive a repair date or a call to confirm a date. I did receive an email (8/3/15) saying a technician would be calling to "confirm the service visit" to my home. When they did call they said earlier appointment for 7/31/15 was cancelled and need to reschedule. I was never informed of this apt until 8/3/15. Person said earliest technician could be at house was 8/8/15. I agreed to apt. I called N. E. W. and told them their paperwork states technician in home in "3 business day guarantee" or "refund cost of plan upon request". I said I wanted my service plan cost refunded. She said okay. 8/3/15 at 2; 48pm I received call from "William-technician" asking for info on TV. Model 3 serial; and what TV is doing. I said I would call back with info, I wasn't home. 8/3/15 at 3:35pm I called back and gave William the info he requested. He said needed to order parts, 5 plus days to get parts and he cancelled 8/8/15 service date. Said would call when parts come in to make service date. 8/4/15 received "electronic" call saying TV "not repairable", going to issue reimbursement. I called back and they said TV can't be repaired going to refund price of TV and tax. I asked about the cost of the service agreement and he said "no" only the TV and tax... even though Monday they said "YES" to refund because they hadn't fulfilled the 3 day service agreement. I got disconnected during call. I think refund should include the price of the TV, the cost of the service agreement and the tax paid for a TOTAL of $654.02. "
The following is the desired resolution listed in your complaint:
“I want N.E. W. to honor their contract and fulfill the refund(s) that were agreed upon. I want to receive the cost of the service plan and tax (for not fulfilling the 3 day service agreement) which they agreed to on 8/3/15 and the cost of the TV and tax (because they said TV is un-repairable and giving reimbursement). $548.00 TV 469.00 service plan $37.02 tax total of $654.02.”
A review of your service history for the service plan you purchased has been completed. The research revealed a claim payment to you on August 6, 2015, as well as reimbursement of the cost of the service plan you purchased for your television. The cost of the plan was reimbursed to you because N.E.W. did not provide in-home service on your television in 3 business days. A gift card ending in [redacted] in the amount of $580.88 was emailed to you on August 5th at [redacted], which is the email listed in this complaint. The check #[redacted] in the amount of $69 was mailed to you at [redacted], Woodruff, SC 29388.
We value our customers and apologize for any inconvenience you may have been caused. This provides you with the desired resolution listed in your complaint and the necessary information to close out this complaint filed against N.E. W.If I can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
Cynthia R[redacted]
Compliance Coordinator

June 29, 2015
 
[redacted]
[redacted]
Seymour, IN
[redacted]
Complaint
ID#[redacted]
 
Dear [redacted],
 
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 number. I would like to offer my apology that your
experience with Asurion did not meet your expectations.
 
Asurion Service Plans. 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.
According to
your complaint filed with the Revdex.com you state the following:
 
“Will not send warranty check. They sent me an email
on the 1 of May and said that my check was in the mail. I called them on the
22nd of May and they said that my mailing addressed was invalid. I told them
the correct address and they said it will be at my door no later than the 2nd
of June. I called them on the 4th of June and said that my address was invalid
again. I asked to speak with a supervisor, and I was put on hold for over 20
minutes. They finally came back on the phone and said they are still waiting on
a supervisor to come. I told them I was at work and didn’t have time to wait.
They said I could call back at a later time. They will not call or email me
telling me that my mailing address keeps coming back invalid I have to call
them and this is the 3rd time it keeps coming back invalid but I get all my
other mail at this address with no problems. They keep giving me the run around
and I'm tired of it.”
 
The desired
resolution listed in your complaint is to receive your warranty check for
roughly $160.
 
A review of your
service history for the replacement plan you purchased for your mobile device has
been completed. The research revealed a check in the amount of $160.49 issued
on June 6, 2015 and mailed to [redacted],
Seymour, IN [redacted].
 
I called the
contact number listed in your complaint on June 24th and spoke with
the woman who answered the telephone. I spoke with her due to her advising me
you were not available to take my call. She advised me she would ask you it you
received the claim payment check we mailed on June 6th. I provided
her with my contact information in Compliance here at Asurion and asked her to
have you call me if your check was not received or if you had any additional
concerns.
 
She mentioned
the length of time it had taken to have claim payment check sent out. I advised
her I could see the original check had been sent to an incorrect address. I apologized for the level of customer service she stated that
you had experienced. She was assured that this is not characteristic of the
quality or reliability of our services. I also, let her know that any feedback
from our customers assists us in improving our quality of service.
 
As of the date
of this letter, I have not heard from you. 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,
 
 
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

February 19, 2015
[redacted]
Jacksonville, FL [redacted]
Case # [redacted],
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. I 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.
According to your complaint filed with the Revdex.com,
beginning December 1, 2014 you made multiple attempts to receive a return
shipping label without success.   Requests
to have a label sent both to your home and work e-mail addresses have been
unsuccessful as was an attempt to have a hard copy sent through the US Postal
Service. On one occasion you did receive a label, however it had your home
address as the delivery location. As such it was unusable.
The desired resolution listed in
your complaint is to receive a return shipping label so you may forward your
robotic vacuum cleaner to our service center.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed no less than seven attempts to have a return shipping label provided
to you were submitted. I spoke with you Thursday February 12, 2015. You
informed me that you did receive a return shipping label, and that all is okay
at this time. I apologized for the inconvenience you endured. I asked that you
please retain my contact information. You are welcome to reach out to me
directly if any other issues arise.
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[redacted]
Compliance Coordinator | [redacted]@asurion.com
Phone ###-###-#### | Fax ###-###-####
| www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

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