Johnstone Supply

July 1, 2015
 
[redacted]
PO Box [redacted]
Metairie, LA [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
submitted a claim for a defective printer and have received broken printers as
replacements.  You requested a refund of
the purchase price you paid for the printer but have been given the run
around.  We advised you there are no
authorized service centers in your area, and asked you to locate one on your
own. We stated that we would reimburse you for the cost of repair. You have
been unsuccessful locating a service provider and we have not been able to
provide an acceptable resolution.
 
The desired resolution listed in
your complaint is to receive a refund of the price paid for the printer and the
extended service plan.
 
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. January
23, 2015 to report your printer would no longer power on. Our troubleshooting
efforts were unsuccessful.  A replacement
printer was sent to you January 28, 2015 after being on backorder a few
days.  You notified N.E.W. on January 30th that the replacement printer you
received was filthy and making clicking noises.   A second replacement printer was sent to
you.  You notified N.E.W. on February 5, 2015 the second printer was also dirty when
it arrived and had paper stuck in it. The following day you informed N.E.W. that you were returning the two
replacement printers you received as yours began working again.  The printers were received at our depot
center February 9, 2015.   There was no
further communication with you until May 20, 2015 when you informed us your
printer would no longer power on again. A third replacement printer was sent to
you May 21, 2015.  On May 26th,
you informed N.E.W. the most recent
replacement printer was received with a side panel that was not connected to
the machine properly and that the printer head jack was also damaged.  At this point you requested a reimbursement
of the purchase price paid for the printer citing you had received three
defective replacement printers.  The
reimbursement request was denied with an explanation that the printer would
need to be serviced.  We advised you
there were no service providers in our network that were located in your area.  We informed you that if you located a service
provider on your own you could have the printer repaired and we would reimburse
you for the cost.  On June 17, 2015 you
called to make another request to receive a reimbursement of the purchase price
paid for the printer.  This request was
approved due to the length of time that passed with no resolution.  A reimbursement in the form of an e-gift card
for the full purchase price including sales tax was invoiced June 19,
2015.  We are unable to refund the
purchase price paid for the Plan as it was the existence of the Plan that
allowed for a reimbursement of the purchase price paid for the printer. 
 
Your claim experience is not
typical of the service we strive to provide our customers on a daily basis. We
regret that it was less than satisfactory. 
We will utilize your claim in an effort to prevent other customers from
having a similar experience.  If you have
not received your reimbursement upon receipt of this letter, please contact me
directly at the number below and I will be happy to follow up for 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,
 
Ken P[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

June 27, 2014

class="**oNormal"> 
[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 Statement of the Problem filed with the Revdex.com is copied below.
 
Guaranteed 3 business day repair/replacement not honored. Currently on week 4. Warranty price refund promise if guarantee unfulfilled, also denied. Oct 16 purchased Asurion/NEW [redacted] Extended Warranty for $69 on $698 [redacted] 55' TV purchased @ [redacted] store. Contract states "For items requiring in-home services, NEW will have an authorized technician in your home within 3 business days of your claim call. In the event NEW is unable to fulfill the 3 business day service guarantee, NEW will refund the cost of your plan upon request." Original claimed filed 5/26. Was told technician would be in my home on 5/29. No service tech arrived, no phone call received. Call to NEW Cust Svc, stated parts were to be ordered on 5/29 and tech would contact me for appt in 3 days. 6/3 follow up call was told that service order was cancelled due to wrong model number entry by service dept but never resubmitted per supervisor, [redacted]. Stated he would follow up and return call in 1 business day, did not. 6/4 call to supervisor [redacted] who stated she would escalate to priority due to mishandling and I would receieve a call in 3 business days with info on replacement product, did not receive call. 6/17 call to extremely rude supervisor [redacted] who stated 'it's in the system'. I requested e-mail with breakdown of entire process and current status. Rcv'd e-mail "To Whom It May Concern' with same statement of 'being processed'. Escalated next call to [redacted], Mgr of Supervisors who stated request for replacement product had not been placed until my phone call this morning and that issue would be settled via phone call to me within 1 business day. Attempt to contact Arbitration for Asurion/NEW over last 3 weeks ends in automated msg of "the department you are trying to reach is not available, the voice mailbox is full, please try again later.'
 
Your statement of the Desired Outcome/Settlement is as follows:
 
Since repair or replacement has not been handled through [redacted] Service Center (aka Asurion/NEW) I should be allowed to return defective TV in original box with original purchase receipt to store of original purchase for exchange of exact make/model. As well as refund of $69 "Quick and easy 3-day service, guaranteed" Product Care Plan
 
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. on May 26, 2014 regarding your television needing repair due to a power surge that occurred after a lightning strike close to your home. Several problems occurred during the service repair of your television resulting in delays. The initial service request lacked the serial number of your television. This is necessary so the technician is able to confirm the product to be repaired. The service request was canceled and reissued with your surround sound system listed as the product to be repaired, not your television. After this was corrected it was determined that parts were required to repair your television. The wrong parts were ordered. The initial service repair request which should have been completed in less than a week took a full month. This is not typical of the service N.E.W. provides its customers. I spoke with you Friday June 27, 2014 to discuss your concerns and apologize for a less than satisfactory experience. You confirmed that you had received the reimbursement. As a goodwill gesture and to meet your desired outcome the cost of the service plan will also be reimbursed.
 
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]
Compliance Coordinator
[redacted]   
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:they didn't do what they were supposed to do in the first place and don't want to honor their garbage work done that is substandard and not what I WASTED 150 on to get half way done work and the work that was done like the keys that are a joke was poorly done and theyre just out to rip people off. I will have to let the [redacted] know about this company and the horrible business practices that rip off and abuse their customers. there is no excuse to not stand behind their work unless they're intentionally committing FRAUD. 
thards,
[redacted]

May 23, 2014

face="Times New Roman">
 
[redacted]
[redacted]
[redacted] FL [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.
 
In
your original complaint filed with the Arkansas Revdex.com against
[redacted] you stated the following:
 
You purchased an extended warranty on a
television. The representative you spoke with at [redacted] advised that the plan
you purchased covered drops, spills and cracked screens. When your television
was damaged in a move you called the number on your warranty contract and you
were advised the television would not be covered. You state that you believe
your television is a portable electronic and should be covered.
 
The
desired resolution listed in your complaint is to have your television repaired
or replaced at no cost to you. 
 
In
our response to the Arkansas Revdex.com we advised you a review of
your service history for the service plan you purchased for your television had
been completed. The research revealed that a Product Care Representative spoke
with you on April 23, 2014 to address your concerns. She explained the terms &
conditions of the plan you purchased for your television and advised that
accidental damage is not a covered failure for televisions. She also explained
a portable electronic was one that you could be utilized while in transit,
which you stated you understood. The representative let you know that she would
file a complaint to have the issue of customers being provided inaccurate
information regarding what the service plans cover addressed at the store
level.
 
According
to your complaint filed with the Revdex.com of Washington DC &
Eastern Pennsylvania against N.E.W. you stated the following:
 
You recently filed a complaint with the
Revdex.com of Washington DC & Eastern Pennsylvania against
[redacted] that was closed without anything being done about your product. Your
television was damaged in a move and you believe it should be covered for
drops, spills and cracked screens. The representative who sold you the
television and 3 year extended warranty advised you the televise would be repaired
or replaced if anything was to happen to it You feel [redacted] is not honoring
your original agreement when you purchased the 3 year  extended warranty.        
 
The
desired resolution listed in your complaint is to have your television repaired
or replaced and if not, you want to be refunded for the 3 year extended
warranty you purchased for your television.
 
Please
accept my apology for any misinformation you may have received. I apologize if
the service plan you purchased did meet your needs. Providing erroneous
information regarding what the service plans cover will be addressed at the
store level.
 
A
check in the amount of $50 will be forthcoming in 7 to 10 business days to
refund the cost of the service plan you purchased for your television.  
 
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
v

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:This company is a bunch of professional con artists that is how they make a profit, The staff that gave the response is a Liar. just trying to pawn the complaint off to get a good rating with the Revdex.com. First there was never any in-home repair or technician that came out to our home , they called and kept insisting it was the pedal after I informed in it was not after they sent a pedal anyway and we made a second call they kept insisting it was the battery and not covered by the warranty. After speaking with [redacted] recently I found out the part that is damaged is not repairable and the whole item would have to be replaced so once asurion found this out they just denied the whole claim. I even have my [redacted] phone records as I have detailed billing to prove I had made many calls to asurion / N.E.W. . So they take your money for a plan they do not even follow through on. Per Florida statues in regards to consumer warranties they are also under violations.
Regards,
[redacted]

April 30, 2013

class="MsoNormal"> 
[redacted]. [redacted].
[redacted]
[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] tablet from [redacted] ** with an extended warranty as a Christmas gift for your son. You submitted a claim for a replacement when the tablet was damaged. N.E.W. has failed to honor the extended warranty and will not provide you with a gift card in the amount of the purchase price you paid for the tablet.  
 
The desired resolution listed in your complaint is for N.E.W. to replace the [redacted] tablet per the terms of the extended warranty.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed your claim for a damaged tablet was initiated December 30, 2013. A prepaid shipping label was sent to you. On February 6, 2014 [redacted] scanned the tracking number assigned to your label which triggered the reimbursement payment to you. A gift card payable to [redacted] ** for $121.88 was issued February 8, 2014. This card was mailed to the address listed in our notes as [redacted], KY [redacted]. 
 
On March 5, 2014 you notified N.E.W. that you had not received the gift card you were expecting.  A second gift card was issued and mailed to the same address as the previous.  On April 12, 2014 N.E.W. received the complaint you submitted to the Revdex.com informing us that you had still not received your gift card. I contacted you the following week to confirm your address. You informed me the correct city is [redacted], KY not [redacted], KY as we had listed in our notes. You stated that you had never provided [redacted] as the city and were not aware of how we may have come to have that in our notes.  I submitted another reimbursement request be sent to the corrected address. I asked you if we could send a check made out to you instead of a gift card issued to [redacted] ** that anyone could utilize. You specifically stated you preferred an actual replacement of the [redacted] tablet with another one, but if that was not possible a gift card was what you desired. It was my understanding a gift card could have been sent overnight with a tracking number, but I was informed that gift cards for [redacted] ** customers are issued by a third party which does not provide overnight shipping or a tracking number to us. We will only be informed of the date that it is sent. I left a voicemail message for you Friday April 18th advising it may be 7-10 days after the gift card is sent before you receive it. We spoke Monday April 28, 2014. You confirmed that the gift card had been received. I ended the conversation by asking you to please keep my contact information so that I may assist you directly in the future should the need arise.
 
N.E.W. values you as a customer and regrets that your experience has been less than satisfactory. 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]
Compliance Coordinator
[redacted]  
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

June
8, 2015
[redacted]
Houston,
TX [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
submitted a claim with N.E.W. for a DJ controller station. You submitted the
product to our service center as requested. You included a letter requesting a
phone call from the technician assigned to repair your product, but never
received one.  The item was returned to
you marked as repaired however it was in the same condition as when you
originally submitted it to our Service Center. 
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for the
DJ controller station. 
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. March
6, 2015 regarding an issue with your DJ controller station. You were informed
to contact the manufacturer as the item was under their warranty.  You did so but the manufacturer advised their
warranty had expired. N.E.W. approved
a service request. A prepaid return shipping label was sent to you so you could
forward the item to our Service Center. 
The product was received on March 26, 2015. The technician assigned to
the repair marked it as complete with a note that the item passed all function
tests and an AC leakage test. You
received the item from our Service Center April 3, 2015. Upon receiving the
controller station you notified N.E.W.
that it was unrepaired. Another prepaid return shipping label was sent to you
on April 6 so that you could return it for a second repair attempt.  It was received on April 16, 2015.  On April 20 you called to request the
technician assigned to the repair contact you. 
The Service Center was advised to call you at the phone number
registered for you.  The technician
attempted to reach you on April 21st adding a note that he left a
message with his phone number. On April 23rd you called to request a
buyout of the product.  It was marked as
repaired the same day and returned to you with a [redacted] tracking number ending in
[redacted].  The [redacted] website confirms it was
delivered and left at your front door on April 28, 2015. You contacted N.E.W. the following day to state the
item had been stolen. N.E.W.
initiated a lost item tracer with [redacted] and also agreed to provide you with a
reimbursement of the purchase price. A check for the full purchase price was
approved and invoiced on May 15, 2015 to be sent to the address at the top of
this letter. If you have not received the check upon receiving this letter
please call me directly at ###-###-#### for further assistance.
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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Your position or determination "that bent or broken pins on an [redacted] are not the result of defects in
materials or, normal wear and tear, but are in fact due to accident or misuse
even if unintentional" is NOT based on material facts. It is very disappointing
to hear that a company will imply that a high volume device component cannot fail
due to a material defect or wear out and fail due to exceeding its useful life.  If you can provide manufacturer’s
documentation to show that the 100% of the population (at 100% confidence
limits) that the connectors are free from any material defects and the connectors
have an infinite useful life only then will I accept your stated position.
An accurate diagnosis of the actual cause of the damage to
the [redacted] cannot be made without a qualified root-cause analysis of the actual device.
You did not give a response to my statement that NEW does
not have a process in place to determine root cause of mechanical failures. Is it accurate to say that N.E.W. does not have a process in place to determine root cause of mechanical failures?  If not, I
formally request a written copy of your current root cause analysis process.
Regards,
[redacted]

April 13, 2015
[redacted]
Willingboro, NJ [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 product from [redacted] on November 19, 2014. You also purchased
an extended service plan for the product. The salesman at [redacted] stated
you had sixty days to return the product for a refund if you so desired. You
did return the product January 11, 2015. [redacted] provided a refund of the
purchase price for the product, but stated you would need to contact N.E.W. to
cancel and receive a prorated refund of the purchase price paid for the Service
Plan. You contacted N.E.W. and were advised to forward a letter requesting the
cancelation of the Plan along with a copy of the original receipt. You did so
on January 13, 2015 and were told to expect the refund in 4-6 weeks. After you
did not receive the check you contacted N.E.W. on March 5, 2015. The
information provided to you was that research would be required and to expect a
return phone call in 1-2 business days. After resubmitting the receipt copy as requested
and making multiple phone calls to N.E.W. you still had not received the check
as of April 2, 2015.
The desired resolution listed in
your complaint is to receive the reimbursement as quickly as possible.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
you purchased an amplifier at [redacted] November 19, 2014. You contacted N.E.W. January 11, 2015 to request the
Plan be canceled and to receive a refund of the purchase price paid for the Plan.
Despite your phone calls requesting status updates, the reimbursement was not
processed until April 6, 2015.  I spoke
with you and stated you should expect the check to be delivered within 7 – 10
business days, and that the refund was for the full purchase price paid for the
Plan, not a prorated amount. We are still researching the reason behind why
your cancelation request was not completed in a timely manner. We will utilize
our findings to prevent similar situations from occurring in the future.
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 - Legal | [redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

December
9, 2014
[redacted]
[redacted]
Fair
Lawn, NJ [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 indicated the following:
The TV you were supposed to receive was
never received by you even though N.E.W. is stating it was. You were never
notified the TV was being delivered even though you had requested to be
notified to allow you to schedule a time when you would be available to be at
home for the delivery. When the TV was not received you called to check on the
status of it being delivered. You were advised someone would contact you. Weeks
after your call you received an email indicating your TV was delivered on
October 20th and you would need to file a police report. You state
you feel like you shouldn’t have to file the police report due to not having
any proof the TV was delivered to you.    
   
The
desired resolution listed in your complaint is to either receive another
replacement or be reimbursed so you would be able to purchase another TV.
A
review of your service history for the service plan you purchased has been
completed. The research revealed your television being delivered on October 20th
and left at your front door under [redacted] tracking #[redacted]. You called N.E.W. on October 28th to
inquire about your television not being delivered and were advised a call back
would be made to you in 3 to 5 business days. Attempts to contact you were
noted on November 5th and 10th to the telephone number
your television was registered under, ###-###-####. A message “the person you are
trying to reach is not able to receive your call” was received. An email was also
sent to you on November 10th to follow up.
Once
my research was completed I contacted
[redacted] to open an investigation for the replacement television being stolen off your porch. We
spoke that same day and you agreed to accept reimbursement in the amount of
$1200 for your television. I advised the reimbursement check would be received
in 7 to 10 business days. When asked, you had no additional concerns or
questions.
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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I was specifically told by your company that it cost to much to repair my tablet. I want to see a copy of this breakdown as to how you have decided that it cost to much to repair something that you have REFUSED to look at. I have a right to have your 'estimate' on repair cost. 
Giving people the run around and avoiding what has been asked multiple times--and not just here is unacceptable. I am sorry that your company would rather take the easy way out rather actually do what they have promised. You and your company have made ZERO effort to look at the tablet--hmmm, sorry that you don't want to spare the 5-10 to look at it as you feel it is a waste of time. I should be informed as to why you say it would cost too much to repair my tablet, when you have no idea as I am not qualified to diagnosis it yet, again you and your company REFUSE to give a breakdown as to how you came up with this cost. Giving a consumer a reason as to saying will cost more to repair a tablet than what it cost to buy it and not backing it up with numbers is a disgrace and personally it looks like you are trying to hide something or don't want to admit that this is not the truth. Who knows. 
I still am wanting a copy of the breakdown as to being told that it will cost too much to repair. If you are refusing to do this. To date I still have nothing showing this estimate of cost. 
Regards,
[redacted]

May
29, 2013
 
[redacted]
*. [redacted]
[redacted]
[redacted]
Case
# [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 [redacted] washer/dryer
combo from The [redacted] December 14, 2012 with a 5 year extended warranty. In
May of 2013 you had a need for a service call for your product which was
covered by the manufacturer’s warranty. After this repair was completed you
were required to contact N.E.W. not less than six times beginning in January
2014. The dates you requested service were January 19, 2014 due to the dryer
not drying clothes. You contacted N.E.W. again March 12, 2014 for the same
reason. On April 2, 2014 you requested service and it was determined a washer
control board needed to be replaced. On April 15, 2014 you submitted a request
for service due to the washer not filling with water completely or turning off.
The same issue occurred again May 1, 2014, and again May 12, 2014.
 
 
The
desired resolution listed in your complaint is to receive a refund of the
purchase price you paid for the product.
 
A
review of your service history for the replacement plan you purchased has been
completed. The research confirmed your multiple requests for service. Your
experience is not typical of N.E.W.’s
commitment to providing quality customer service. It is only reasonable that
you receive a reimbursement for the purchase price of the washer/dryer combo
under the “no lemon” clause of the extended plan. I am happy to submit that for
you. We will also reimburse the cost of the power cord and dryer duct you
purchased. I spoke with you Friday May 23, 2014 to apologize for a less than
satisfactory experience. You provided more details of your conversations with N.E.W.’s customer service
representatives and how you were spoken to. We will review the claim history
and identify areas of improvement so we can address any deficiencies and
hopefully not repeat your experience with other customers. I will follow up
with you regarding the reimbursement and provide updates as I receive them.
 
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]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville,
TN 37211

June 16,
2015
 
[redacted]
Cooper
City, FL [redacted]
Case #
[redacted]
 
[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 May 3, 2015 you
returned a phone to Asurion for replacement. 
You were advised the same phone was not in stock and that you would
receive a reimbursement of the purchase price within 7-10 days so that you
could purchase a replacement.  As of June
4th you still had not received the reimbursement.  Each time you contacted Asurion you received
information that the process was held up due to a system related issue and that
the reimbursement should be issued within 3-5 days. 
 
The desired resolution listed in
your complaint is to receive a reimbursement of the purchase price paid for
your phone.
 
A review of your service history
for the service plan you purchased has been completed. The research revealed
you initiated a claim April 30, 2015 for an [redacted] that had sustained
damage to the screen.  A prepaid return
shipping label was provided to you so that you could return the damaged product
to our depot center.  The tracking number
assigned to your return shipping label confirms the product was received at our
facility May 4, 2015.  Upon arrival of
the product it was misplaced and did not get checked in properly.  This is the reason your reimbursement was not
issued in a timely manner. After a lost product inquiry was completed, the
claim was approved for reimbursement May 26, 2015. The payment was invoiced
June 8, 2015.  
 
The claim fulfillment method was
to be a reimbursement of the purchase price you paid for the product via e-gift
card.  For reasons I have been unable to
determine, the reimbursement amount approved with sales tax was $372.00.   The purchase price you paid for the product,
not including sales tax, was $650.00.  On
June 8, 2015 a request to provide the remaining purchase price amount was
approved. A check in the amount of $316.93 including sales tax was invoiced on
June 12, 2015.  If you have not received
the remaining reimbursement amount upon receipt of this letter please contact
me at the phone number below. 
 
We sincerely regret your claim
experience was less than satisfactory. 
The service you received is not typical of the service we strive to
provide on a daily basis to all our customers. We will utilize your claim in an
effort to prevent similar experiences from occurring with other customers. 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[redacted]
Compliance Coordinator |[redacted]@asurion.com
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
648 Grassmere Park | Suite 300 |
Nashville, TN 37211

January 13, 2015
[redacted]
[redacted]
Grovetown, GA [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 a protection Plan administered by N.E.W for a [redacted]
tablet. You attempted to send the tablet to N.E.W. via [redacted] on December 20, 2014
using a prepaid shipping label N.E.W. provided to you. You state that you were
advised upon [redacted] scanning the return label “it” would go through. You contacted
N.E.W. for the next several days in an effort to determine the status of the
reimbursement. Each time you were advised you would receive it after you ended
the call. You later spoke with a supervisor who informed you the tablet had not
been received although your understanding was it was received on December 21,
2014. As of January 12, 2014 you still had not received the reimbursement as
expected.
The desired resolution listed in
your complaint is to receive your money back as well as additional money for
the replacement product you purchased.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. to
submit a claim for your tablet December 19, 2014. N.E.W. provided you with a prepaid return [redacted] shipping label with
the tracking # [redacted] which was sent to your e-mail address. The
next contact we had with you was December 24, 2014 when you called to inquire
on the status of the reimbursement. You were advised there was no record of the
tablet being received, and that if we could confirm the tracking number
indicated the item was in transit we would assist you. The [redacted] tracking number
confirms the tablet was received at our service center December 29, 2014 and
checked in the following day December 30, 2014. On December 30 a gift card for
the full purchase price including sales tax was approved and invoiced.  We are unable to confirm you received this
gift card. A request to resend the gift card to the e-mail address you provided
the Revdex.com was submitted just before we received your complaint
today January 13, 2015. A corporate resolution specialist named Alaina
attempted to reach you to address your concerns and confirm you received the
e-gift card. She left a voicemail message with her contact information and
advised she will follow up with you to ensure the reimbursement has been
received.
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

July 23, 2014
0in 0in 0pt" 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.
 
I placed a claim for 2 phones with water damage to be sent out to [redacted] assurion product care plan. These phones were originally purchased in November 2013 at [redacted].com. I have two sr claim#s [redacted] and [redacted], I shipped these phones off like [redacted] said to in 2 different boxes with 2 different labels and my receipt info inside the boxes on mon, july 7 at 636pm est. ups scanned two boxes but put in the same tracking # twice. I’ve been calling [redacted] all week speaking to different reps who wouldn't help me or research. They advised someone would call me and no one called. I paid 52.20 for phones each plus insurance each line 6.50 and $9.00 for one phone. if [redacted] has poor insurance claim replacements like this, I will not shop here in the future. I even spoke to a supervisor today named rick on July 10 at 838am, he was nonchalant and rude. He didn't offer to expedite my emails to get my egift card money back to buy a replacement phone or nothing. he only said give 3-5 days. He was no help.
 
The desired resolution listed in your complaint is to speak with a corporate office employee to have them expedite the reimbursements via e-gift card.
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed that you contacted N.E.W. on July 1, 2014 regarding problems with two cellular phones. Each cellular phone has a separate registration with N.E.W.  As such, N.E.W. sent two prepaid return shipping labels on July 1 for you to use to send the phones to our service center. On July 7, 2014 only one of the return shipping labels was registered as having been submitted for shipment to N.E.W. You indicated that you did utilize both return shipping labels however UPS appears to have scanned one of the labels twice with the second label not being scanned at all.  On July 10, 2014 N.E.W. received the label that was registered and issued one of the reimbursement e-gift cards the same day.  After research confirmed the second label was never scanned by UPS, the second reimbursement e-gift card was issued the following day July 11, 2014.
 
On July 10, 2014 you spoke with a corporate resolution specialist named Katrina who addressed your concerns and advised you of the expected time frame to receive a reimbursement. She provided you with her phone number and stated she would follow up with you until you had received the reimbursements you were expecting. She tried to reach on July 11, 2014 and again today July 16, 2014 to confirm that you have received the e-gift card reimbursement. She was unable to reach you but left messages on both calls for you to contact her if you have not received the reimbursement.
 
I hope this response provides you with the necessary information to close out this complaint filed against N.E.W. If you have not received one or both of the reimbursements, or if we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.
 
Regards,
 
[redacted]
Compliance Coordinator
[redacted]    
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211

October 21, 2014
size="3" face="Times New Roman">
[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:
Sent your computer to them 2x to be
repaired or replaced. Neither has happened. Customer service is horrible and
you were not transferred to a manager when you requested to be transferred. The
repair/replacement plan you have is through [redacted]. You sent your computer in for
repair in May and June 2014. After you sent your computer in in June 2014 you
were advised it could not be repaired. An offer to pay you $350 which was
considered fair market value for your computer was made but N.E.W. wanted to
keep the computer. You wanted the computer back too so you wouldn’t lose
pictures of your grandchildren. A representative you spoke with named John
advised you the computer could be returned to you and you could still receive
the $350 fair market value you had been offered. He let you know you would
receive your computer and the check in the mail. He outline to you that $400 of
the $750 limit was utilized in repairs to your computer. Your computer was
returned to you but no check for $350 was ever received. After 10 days you
called to follow up on the check and were advised that John had been wrong in
stating that you could receive your computer back and be reimbursed. The
representative would not issue a label for your computer to be sent back to
N.E.W. until you agreed that there was nothing on the hard drive that you
needed. Once you agreed the representative indicated a label would be sent to
you but no label was ever received.        
The
desired resolution listed in your complaint is to receive the full $750 of the
policy coverage and you have no problem sending the computer back to N.E.W.
a call was made
to you on October 13th, utilizing the telephone number ###-###-#### your computer was registered under. I left a voicemail asking you to
return my call. When I didn’t hear from you an email was sent to brawes@[redacted].com on October 16th to
follow up on my voicemail message. As of the date of this letter, I have not
heard from you.
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

February 27, 2015
[redacted]
[redacted]
Chesterfield, MO [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 an [redacted] Touch in August 2012. On January 26, 2014 you sent it
to N.E.W. to be repaired. When it was returned, you noticed the screen was not
properly “glued down”. You were even able to “pick up the screen” which you
knew was not supposed to happen. Three days later the [redacted] broke again. You
took the [redacted] to a repair shop in a local mall. This repair shop removed the
recently replaced screen in order to replace it with a new one.  The technician advised you whoever performed
the repair for N.E.W. failed to replace several parts necessary to hold the
screen in place. As Asurion did not properly repair your [redacted] it could have
cost you over $100.00 to fix.
The desired resolution listed in
your complaint is copied below.
I would have been much happier if I had
bought my [redacted] at a different store. Asurion was extremely irresponsible the
least they can do is give me a refund for putting me through so much stress and
almost costing me over $100 to fix their own mistake! I do not trust Asurion to
fix repairs and I certainly don't trust them with my own products.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you first submitted a claim to repair your [redacted] Touch June 30, 2013. The
service request was assigned id number [redacted]. The service center assigned to
repair your [redacted] received it August 1, 2013. The repair was completed August 3,
2013 and returned to you with a note that the digitizer was replaced. The digitizer is a clear piece that is
the size of the [redacted] LCD screen and spans the full length and width of the
clear portion of the front glass. Our next contact with you occurred December
15, 2013 when you submitted a second repair request to repair a cracked screen.
This service request was assigned id number [redacted]. You notified the N.E.W. customer service representative a
local technician stated the repair completed August 3, 2013 was not performed
correctly and that parts had been left out. N.E.W.
received the [redacted] Touch January 21, 2014. The repair was completed January 26,
2014 with the digitizer replaced again. The third and final repair request with
id number [redacted] to repair your [redacted] Touch was submitted July 23, 2014. On
August 11, 2014 your plan expired. N.E.W.
did not receive your [redacted] Touch for repair until November 13, 2014, however we
performed the repair as the claim was initiated while the Plan was in
effect. 
We respectfully submit that you did not notify N.E.W. in a timely manner (within 30 days) that there was an issue
with the first repair provided by N.E.W.
You decided to take it to a local repair
center in your area instead. This service repair was not authorized by N.E.W. You did not allow N.E.W. an opportunity to correct the
problem. As such we respectfully deny your request to provide a reimbursement
for this repair. When you notified N.E.W.
in December 2013 of an issue with the screen we provided a service repair for
you and again in November 2014 for a problem you reported in July.  The Service Plan for your [redacted] Touch expired
August 11, 2014. We have fulfilled the terms of this Service Plan for you.
Regarding your statement that you do not trust N.E.W. to fix repairs and that you don’t trust us with your
products, I can only reply that the other Plans you have with N.E.W. have expired.
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

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. 
I would  like to thank the Revdex.com for your assistance on this matter. 
Regards,
[redacted]

January 19, 2015
[redacted]
[redacted]
Riverview, FL [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 a washer and dryer from [redacted] in February 2010. Both
items have had issues in the past. The dryer is presently not working. The
washer does currently work albeit poorly. You learned N.E.W. provided [redacted]
with a credit to be used towards a replacement dryer, but received no
information from N.E.W. about this.
The desired resolution listed in
your complaint is for the problems with the washer and dryer to be resolved.
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
your dryer did qualify for a replacement under the “No Lemon” clause.  An e-mail was sent to [redacted] October 1, 2014
with a request for [redacted] to contact you to arrange a replacement dryer. I am
following up with our contact at [redacted] in an effort to expedite the
replacement.
The washing machine was first
serviced on August 1, 2011 due to fabric softener liquid not draining into the
machine properly. A part was replaced and the machine tested as okay. A second
repair occurred October 10, 2012. A technician cleaned the water pump and again
the machine tested as okay. The third and final completed repair occurred January
22, 2013. This repair was performed due to a burning smell. The technician
advised the burning smell was due to an improperly installed dryer event. He
reinstalled the dryer vent. The washing machine was tested and determined to be
okay. No burning smell could be detected. The technician also indicated the
washer and dryer were located on a second floor. Because of this, a perfect
balance was difficult to achieve. A fourth service repair was requested for the
washer December 31, 2014. The technician assigned to the repair advised the
door was bent downward due to abuse and no longer closed properly. This issue
is not covered by the service plan administered by N.E.W. You contacted N.E.W.
to state there were other issues that had not been addressed. Specifically the
burning smell, a smell of mold and mildew and violent shaking of the interior
of the washer. The burning smell was addressed and determined to be the dryer
vent. It is critical to maintain a dryer vent clear from lint and in proper
condition. Mold and mildew are common issues with front loading washing
machines such as yours and do not indicate a defect. A solution of bleach and
vinegar in a spray bottle can be used to clean the rubber seal which is where
the mold and mildew build up. The technician assigned to the third repair
stated it was difficult to achieve a perfect balance due to the washing machine
being located on a second floor. The support under a washing machine located on
a second floor is not as great as the support provided on ground level. Over
time the balance can worsen resulting in a vibrating tub. This is also not a
defect covered by the service Plan. The balance can be adjusted by turning the
feet on the washer either to the left or right until it is level. This may need
to be checked regularly for a washer located on a second floor.
The washing machine does not
qualify for a replacement under the “No Lemon” clause as three repairs for the
same problem must be completed with a fourth repair needed. Each service
performed was for a different issue. Preventive maintenance checks, cleanings,
product diagnosis and customer education are not considered repairs for the
purpose of the No Lemon policy.
We regret your experience has
been less than satisfactory. We respectfully deny your request to replace the
washing machine, however we will follow up with [redacted] to be certain the
dryer is replaced. 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

Re: Mr. [redacted] and [redacted] Heating  Dear Revdex.com, Johnstone Supply – The Bloomington Group prides itself on excellent customer service. However, we do understand from time to time there are misunderstandings. That being said, we have never refused to sell to [redacted]...

Heating, even though that is within our right. We as a distributor have volume minimum requirements for our dealers to meet of specific premier brands. These minimums are established both internally and from the manufactures we partner with. [redacted] Heating’s Amana purchases fell well below these minimums. We asked for a plan on how [redacted] could increase their Amana product sales, which we never received. We did not feel this request was out of line. Amana has fantastic resources for our Dealers that can help them grow their business, such as; marketing programs, financing services, extended warranty options and many more, none of which [redacted] participated in. We do have other lines of HVAC product that [redacted] has availability to. [redacted] has access to the Amana product line and parts to take care of any and all existing [redacted] customer warranty concerns. Sincerely, Steve [redacted] Brand Manager Johnstone Supply – The Bloomington Group[redacted]                                         ...⇄ Bloomington, MN. 55431 ###-###-####