Johnstone Supply

January 2, 2015
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.On or around July 7, 2014 you purchased a personal computer from [redacted].com with a three year extended service plan administered by N.E.W. In September 2014 the computer began displaying signs of a hardware malfunction in the form of a blue screen with error codes. You submitted the computer to N.E.W. for repair. It was returned to you with a note that the graphics/video card was replaced. After starting a [redacted] video, the same blue screen as before appeared. After contacting N.E.W. again, you were asked to resend the computer for a second repair attempt, which you did. Parts were determined to be required to repair the unit. After approximately two weeks you received the computer with a note indicating the mother board was replaced. You installed a video game and within seconds the same blue screen problem occurred yet again. You contacted N.E.W. and a received an e-mail reply from a representative named Rick who informed you your computer fell under the “no lemon” clause. Rick instructed you to resend the computer a third time and that it would either be replaced, or you would be provided with a reimbursement of the purchase price paid for the computer. You did submit the computer to N.E.W. a third time as requested only to have the same computer returned rather than receiving a replacement or a reimbursement as you were expecting.The desired resolution listed in your complaint is to receive a reimbursement of the purchase price paid for the computer and the extended service plan.A review of your service history for the service plan you purchased has been completed. The research confirmed you were advised a buyout of the computer would be forthcoming however; we have not received the computer back at our service facility in order to initiate the buy-out. I attempted to reach you by phone on three occasions. As of the writing of this letter we both have left voicemails for each other, but have not spoken together. I feel confident we can provide a resolution that will be satisfactory to both parties. In my last voicemail to you I requested a call back, but that if I did not answer, I asked you to provide a phone number and time that is best to reach you. I will continue to call the number you provided the Revdex.com which is the same number we have on record 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 PCompliance Coordinator

May 15, 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.
 
According to your complaint filed with the Revdex.com, you state the following;
 
You submitted a claim for a television originally purchased at [redacted] in December of 2012. In March of 2014 the television began having problems. You contacted N.E.W.  The customer service representative you spoke with attempted to troubleshoot the problem without success. A box with a prepaid shipping label was forwarded to you so that you could send the television to a service center for repair. You packaged the television as instructed and shipped it via [redacted] on April 10, 2014. The following day you received an e-mail that your television had been received and was undergoing a diagnosis. After more than a week passed without receiving additional information on the status of your repair you contacted N.E.W. via e-mail. A follow up call from N.E.W. provided you with information that your television had sustained damage to the LCD screen which voided the extended service plan. You dispute that the television was damaged as reported to you stating it was kept in an enclosed cabinet when not in use. You also mention that the television was wrapped in plastic when you sent it to the repair center. It was reported to you that the box you shipped the television in had sustained no damage upon arrival.
 
The desired resolution listed in your complaint is to receive a reimbursement for the full amount you paid for the television and the extended service plan for a total of $241.34.
 
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed you contacted N.E.W. April 7, 2014 to report an issue with your television. After the troubleshooting attempt proved to be unsuccessful a service repair ticket was opened and prepaid shipping materials were sent to you. After your television was received at the service center it was determined that the LCD screen had scratches which you were informed voided the extended service plan. Your issue was escalated to a corporate resolution specialist who was unable to confirm the cause of damage. As such a decision was made in the interest of good will and customer satisfaction to reimburse the full purchase price paid you paid for the television. A reimbursement of the extended service plan is not possible as it is the existence of the service plan that allows for a reimbursement of the television. The purchase price paid for the television was registered as $198.00 with sales tax of $15.84 for a total of $213.84. The check was issued May 1, 2014. The resolution specialist left a voicemail for you May 12, 2014 asking you to contact her directly to confirm the check had 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,
 
[redacted]
Compliance Coordinator
[redacted]      
voice ###-###-#### fax ###-###-####
Asurion I 648 Grassmere Park, Nashville, TN 37211
www.asurion.com I Twitter I Facebook

[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.  This complaint was to be filed with [redacted]. They charged me for an item that I did not purchase.
Regards,
[redacted]

June 20, 2014
0in 0in 0pt" class="MsoNormal"> 
[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 state the following;
 
You sent your [redacted] to N.E.W. on three different occasions for the same issue. After having it returned to you March 17, 2014 the same problem remains. You were advised the extended plan expired in February 2014 and no longer qualifies for service. 
 
The desired resolution listed in your complaint is to receive a repair or replacement of the [redacted].
 
A review of your service history for the replacement plan you purchased has been completed. The research revealed that N.E.W. attempted to repair your [redacted] on three occasions. These repairs were marked as complete in August 2013, February 2014, and March of 2014. While the final repair did occur after the expiration of your extended warranty, because we performed service on your [redacted] it should be considered a third repair which was unsuccessful. As such we feel it is appropriate to utilize the “no lemon” policy and provide a reimbursement of the purchase price to you. I attempted to contact you on three occasions leaving a voicemail message each time with my name and phone number. To date I have not heard from you. If you would like to accept our offer to reimburse you for the price of the [redacted] please contact me directly at ###-###-#### or by e-mail at [redacted].
 
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

In response to [redacted] Complaint [redacted], the conditional occupancy permit does state street trees, “not street side trees”, as a requirement (copy attached). Addendum F of the Offer to Purchase lists street trees (copy attached). [redacted] closing statement that they signed has the...

verbiage on it that the “Buyers understand that 2 street trees are required …. and is responsible for same.  The City holds the bond – not Kaerek Homes.  It is the homeowner’s responsibility to call the City and have them inspect the street tree(s) for compliance.  The City then releases the bond to Kaerek Homes and we in turn release it to the homeowner.  The homeowner also received a packet in their closing file on what species to plant and where to plant the tree(s).  I will send you a copy of what they received at closing in my next message.  The [redacted]s’ used an outside real estate agent to represent them in the transaction.  When there is a Buyer’s agency, their agent discloses all documents.  It was made clear street tree(s).I will look into the fireplace concern.Part Three concerning [redacted] - the fireplace vent is placed in a location that is standard on all of our home plans and within code compliance and pass inspection.  A year ago, (Nov. 2014) the [redacted]s' asked us if the vent could be moved up or come out through the roof.  Our architect department quoted $1,000 for labor & materials to pull out the unit, siding repair, roof repair, piping materials, etc.  [redacted] agreed to split the cost with them.  [redacted]s' agreed to a change order - they signed the change order and paid $500.[redacted]s' have been in their home 10 months.  This Revdex.com complaint was initiated after they asked us to complimentary plant a street tree for them or move the tree that their landscaper planted on their front lawn instead of where the City required them to plant it.  Since we respectfully declined, they are trying to obtain money from us through the Revdex.com system.  We built a beautiful home for them at a very aggressive price.  Our service administrator Nancy and our service technician Joe have taken excellent care of them on punch list items.  We will not oblige to their demand of money for a street tree or refund their $500 change order.  The initial vent was installed per code and per plan - they initiated the change order to move the vent and approved the change order with their signatures.  They paid half price for this service.  If they want to add decorative stone they need to pay a subcontractor for time and materials.  No subcontractor provides free stone or provides free labor.I consider this case closed.

March
20, 2014
[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 sent your [redacted]
tablet in for replacement in November 2013. An email was received that notified
you your tablet was received and a refund would be mailed to you in 7 to 10
business days. As of February 2014, the refund had not been received by you. In
your complaint you state you made numerous calls and were provided various
answers regarding the refund being delivered and/or reissued. You also state
the customer service you received was unacceptable.        
The
desired resolution listed in your complaint is to receive the $160 refund for
your tablet by March 10th as the last representative you spoke with
on February 25th advised you would. 
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed numerous gift cards issued, cancelled and
reissued since November 2013 when your tablet was logged as received by N.E.W. I was able to determine that
multiple instances of the gift card being reissued on top of each other
resulted in a system error and no gift card being completely processed for you.
I requested a check for you to provide the refund you were last advised you would
receive by March 10, 2014.
We
spoke on March 17, 2014 and I apologized for any inconvenience you may have
been caused. I advised a check for $160.48 would be forth coming via UPS. We
spoke again on March 18, 2014 and you advised your check had been received. I
apologized again and let you know that for the purpose of training and to
ensure quality customer service N.E.W.
records a percentage of customer calls. Any call recordings available will
assist us in improving our quality of service.
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

March 30, 2015
[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
sent your laptop to N.E.W. to be repaired. It was not fixed properly and you
have had problems related to the sound and other issues. When you informed
N.E.W. there were still problems after your laptop was repaired, you were told
no further service would be performed as your Plan had expired. You also would
like us to be aware that you were [redacted] and have been [redacted] from
your [redacted]. This is the reason it has taken awhile for you to deal with this
issue.
 
The desired resolution listed in
your complaint is to have your laptop repaired again, or to receive funds
necessary to cover the costs for a repair, approximately $229.00, in addition
to a reimbursement of the purchase price you paid for the 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.
February 22, 2014 regarding an issue with your [redacted] laptop computer.
You were provided with a box and a prepaid return shipping label to forward the
laptop to our service center.  The laptop
was received at our service center March 20, 2014. The repair was completed.
The laptop was returned to you and delivered via [redacted] on March 26, 2014. The
next communication N.E.W. had with
you occurred February 5, 2015.  Your
Service Plan with N.E.W. expired
October 20, 2014. 
Each service repair has a 30 day
guarantee. If N.E.W. had received
information within 30 days after you received the laptop, that the repair did
not fully resolve the problems it was sent for, we would have serviced it again
utilizing the original service request identification.  We also would have provided additional
repairs under the Service Plan had we been informed of any issues while the
Plan was still in effect.  As it was, you
contacted N.E.W. almost four months
after your Plan expired.  While we
appreciate and were sorry to learn you suffered injuries that prevented you
from contacting N.E.W. right away, we
are not able to extend the term of the Service Plan that expired in October
2014. We respectfully deny your request to provide additional repairs to your
laptop, or provide a reimbursement of the purchase price paid you paid for the
Service Plan as it has been earned.
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] | www.asurion.com
[redacted]

August
1, 2014
 
[redacted]
P.O.
Box 230196
New
York, NY 10023
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 stated the
following (please note that the below are the exact words used in your complaint
to the Revdex.com):
 
Asurion promised 4X’ to send a refund by
mail with US postal service, when we called we were told a check and gift card
was used in Dominican Republic [redacted] ** s purchase [redacted] boys bike $119.00
Aug 2013. Bike wheel came completely off while son was riding, he fell and got
hurt! Now insurance “Asurion” for [redacted] ** fail to comply, we sent them our
receipt and they keep promising to send refund check and store gift cards etc,
which end up in another country!     
 
The
desired resolution listed in your complaint is to promptly receive a full
refund for the purchase price of the bike. 
 
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a claim initiated on May 31, 2014 and a
shipping label being emailed to you. The tracking from the shipping label
reflects your product being received by us on June 17th which
triggered a [redacted] ** gift card being issued to you for the purchase price of
the [redacted] bicycle.
 
The
notes in your payment detail reflect the gift card mailed to [redacted] O/B/O
[redacted], NY, this indicates a specific request to
have the gift card sent there. Later in the claim notes is a reference to the
[redacted], NY address being requested to be used. Our
records reflect the gift card we issued to you being used at store #[redacted] in
[redacted], NY.
 
We
spoke on July 29th when I called to discuss your concerns. You
indicated to me that your concerned had been resolved by you receiving payment
for the bicycle.
 
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

April 20, 2015

class="MsoNormal"> 
[redacted]
Eldersburg, MD 21784
 
Case # [redacted]
 
Mr. [redacted],
 
On behalf of Asurion Service Plans, Inc. (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 is a third-party administrator
of extended service plans, buyer protection services and product support
programs that serves more top consumer electronics retailers than any other
provider.  Asurion offers
retailers and manufacturers innovative, customizable solutions for the delivery
of customer service and support throughout the product ownership experience.
Asurion strives to provide world class
customer service.  Each call or letter that comes into Asurion 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 Asurion for a [redacted] 40” LED television that had a horizontal line across
the screen. Asurion provided a return shipping label and a box so that you
could forward the television to a service repair center. You followed the
packing instructions that were included and had the television sent to our
service center via [redacted]. Approximately four days later you received a phone call
notification that the television had been received with a cracked screen. You
were informed this was not a covered peril and that the television would be
returned to you unrepaired. You denied the television was sent with a cracked
screen.  Upon its return you confirmed
the screen was now visibly broken. This damage was unrelated to the horizontal
line that you submitted the claim for. You submitted a damaged item claim with
[redacted]. This was denied due to improper packaging even though you followed the
instructions and utilized all packing material Asurion provided you.
 
The desired resolution listed in
your complaint is to receive a replacement television of equal size and
capabilities.
 
A review of your service history
for the replacement plan you purchased has been completed. The research confirmed
a claim was initiated March 16, 2015 for your television.  An attempt to troubleshoot the issue was
unsuccessful. The television was received at the assigned service center on
March 25, 2015.  The service center added
notes and a photograph confirming the television was received with a large
crack which appears to be impact damage. The service center returned the
television to you unrepaired.  You
advised our customer service representative the damage to the screen was not
present when you packaged the television and sent it to the service
center.  You were advised to submit a
damage claim with the shipper [redacted] which you did. [redacted] provided information that
the damage was due to improper packaging and denied the claim.
 
We spoke together Friday April
17, 2015. I do believe the physical damage occurred while the television was in
route to our service center.  I stated I
had no reason to believe you did not follow the packaging instructions or
utilize all of the packing material provided to you.  In an effort to provide a better customer
experience, I offered to provide you a reimbursement of the purchase price paid
for the television including sales tax so that you could purchase a replacement
of your choosing. You stated this would be an acceptable resolution.  The reimbursement has been approved. You
should expect the arrival of the reimbursement check within 5-7 business days
from the date of this letter.
 
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 [redacted].
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone [redacted] | [redacted] | www.asurion.com
[redacted] | [redacted] |
Nashville, TN 37211

January
30, 2015
[redacted]
Guilderland, New York 12084
Case # [redacted]
Mr. [redacted],
N.E.W. received your second rebuttal January 29, 2015 with
information that you rejected our response to your first rebuttal. You reiterated
that you made two calls to N.E.W. which
I confirmed we have no record of. No one has disputed that you made those
calls. We simply have no record of them as we do not record each incoming call
to our customer service center. I agree that if a representative spoke with you
they should have notated your account, but that did not happen. This is a
matter that we need to address internally.
You restate that during one of
these conversations that a N.E.W.
representative advised you if the manufacturer was denying or delaying your
claim that N.E.W. “will take care of
it”. In your original complaint you provided information that the floor sweeper
sustained a “mechanical breakdown” with no further information about what
occurred to the product. You referred to the enhanced coverage provision of the
terms and conditions which does provide coverage for accidental damage from
handling for portable electronic products. As such I will submit a request to
reimburse the purchase price in the amount of $49.88 plus sales tax due to
accidental dam[redacted]. You will receive a reimbursement in the form of a [redacted]
e-gift card sent to the e-mail address you provided to the RevDex.com. This will fulfill the terms of the Replacement Plan administered by N.E.W. The cost of the Plan will not be reimbursed as
it is the existence of the Plan that will allow for the reimbursement of the
purchase price paid for the product.
I sincerely regret your
experience with N.E.W. was not to
your satisfaction. I hope the information provided in this letter is sufficient
for you to close the complaint filed against N.E.W.
Regards,
Ken P[redacted]
Compliance Coordinator | [redacted]
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
[redacted] [redacted] |
Nashville, TN 37211

[redacted]data>

December 30, 2014On 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] with an extended warranty. There was an issue with the washer shaking which resulted in several service requests. The first technician suggested floor pads as a possible remedy. The second stated nothing was wrong. The third technician advised your floor was the cause of the shaking and a fourth technician determined a missing pin was the cause. You feel if the first three technicians came to the same conclusion as the fourth you would not have needed to have your washer replaced with one that does not match the dryer.
The desired resolution listed in your complaint is for N.E.W. to replace your dryer as well so you will have a matching set again.A review of your service history for the service plan you purchased has been completed. The research revealed you first contacted N.E.W. regarding your front load washing machine on September 21, 2011. The technician’s notes indicate the control panel was bad and that the washer was off balance. Parts needed to repair the control panel were ordered and then installed October 6, 2011. The technician also made adjustments to balance the washer during the service visit. N.E.W. had no further contact with you until 14 months later when you called on January 2, 2013. A service technician was dispatched to your home on January 5, 2013. The technician added notes that there was no problem found with the washer, but that the floor was loose where the washer was located and that the floor tiles were slick. This may have contributed to the washer becoming off balance.
The next contact N.E.W. had with you was April 22, 2013. The technician assigned to this service request visited your home April 29, 2013. The technician’s notes indicate he leveled the washer and that it tested okay. The fourth service request was submitted April 28, 2014 with notes that the washer vibrated during the spin cycle, and that the end of cycle beeper no longer worked. It was determined the beeper was turned “off” which was the reason for the end of cycle indicator not sounding. There were no notes from the technician regarding the washer vibrating. The fifth and final service request occurred December 10, 2014, one month after your service plan expired. The technician determined that a pin that connects a strut to the tub was not attached causing damage to the base due to extended use. At this point a replacement washer was authorized for you.
Each time your washer was serviced, a qualified technician was assigned to the repair. Our position is that if the pin that that connected a strut to the tub was not connected during any of the prior repairs, the technicians would have noticed that. As it was, each service request was completed and the washer tested as okay. Even though your washer and dryer were purchased as a set, they are separate items and the service plans provided by N.E.W. were purchased separately for each. The dryer was not eligible to be replaced as there was never a reported issue.
We at N.E.W. do appreciate your business and value you as a customer. We respectfully deny your desired resolution request to replace your dryer. 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
Compliance Coordinator

December 11, 2014

face="Times New Roman">
[redacted]
[redacted]
Gulf Breeze, 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 copied below.
The company Asurion has not followed up on anything they are supposed to do. Now I have no phone and nothing to show for it after paying for it. I’ve been trying to get them to help me for about three or more months.  I purchased December 26, 2013. The phone is a [redacted] that I paid $100.00 for and also $20.00+ for the insurance. And unfortunately I paid with cash.
The desired resolution listed in your complaint is to have the $120.00 plus dollars you paid for the phone and insurance reimbursed.
A review of your service history for the replacement plan you purchased has been completed. The research revealed that when your cellular phone was registered with N.E.W. the purchase price provided was $20.00.  Upon receiving the damaged phone, N.E.W. provided a reimbursement of the registered amount including sales tax.  When you contacted N.E.W. to state the amount received was incorrect you were informed that a receipt copy would be required to update the purchase price information in our system.  In the paragraph of the Terms & Conditions labeled Instructions you will read the following:
You must keep the receipt or order confirmation e- mail for this product; it is an integral part of the Plan and you may be required to reference it to obtain service. This Plan, including the terms, conditions, limitations, exclusions, and the product identification constitute the entire agreement.
We are happy to update your product information and provide the correct reimbursement amount if the necessary documentation can be provided.  The fact that you paid cash for the item does not negate the receipt requirement needed to update your information. We respectfully inform you that without documentation confirming a different purchase amount we are unable to provide any additional funds.
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

From: R[redacted], Cynthia <[redacted]@asurion.com>Date: Mon, Jan 12, 2015 at 7:07 PMSubject: Revdex.com complaint [redacted] filed by [redacted] customer [redacted]To: "[redacted] ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>Dear David, [redacted] tracking #...

[redacted] shows the replacement tablet was delivered to the customer on December 24, 2014 and a $25 gift card was issued for customer satisfaction for the delay in the replacement being delivered. A Resolution Specialist has called [redacted] three times, December 26th, 29th and January 5th and left a voicemail asking [redacted] to return her call to verify receiving the table and gift card. We have not heard from [redacted] to date. Regards,  Cynthia R[redacted]Sr. Compliance Coordinator  | [redacted]@asurion.comP ###-###-#### | F ###-###-#### | www.asurion.com

December 22, 2014
[redacted]
Lithonia, GA [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:
“I tried to file a claim in June because
my dishwasher stopped spraying water, the company the warranty was with is
called NEW. When I called them they said they couldn’t locate my information
due to a merger in progress and their system were acting up and instructed me
to find and fax the invoice. I went to [redacted] and they couldn’t locate it in
their systems either so I pretty much have been washing dishes by hand because
the warranty that I paid for wouldn’t repair my dishwasher. Just this morning
while looking through the attic I found the invoice and called in only for them
to tell me that it expired 3 months ago, I spent $500 on a warranty for 4
appliances only to get told they lost my records, then when I finally find the
receipt, I get told its past the warranty period and past the 30 day grace
period. An exception should be made in my case since I had a valid claim and
the dishwasher was broken before the warranty was up but your company couldn’t
find my information in the system, forcing me to locate an invoice to a product
I purchase 5 years ago. I have never filed a claim and this would be my 1st
claim. Please let me know if you can be of any assistance, thanks.”
The
desired resolution listed in your complaint is to have someone come out and
repair your dishwasher.
A review of your service
history for the service plan you purchased has been completed. The research
revealed a repair completed on your dishwasher on December 16th.
We
spoke on December 19th and I apologize for any inconvenience you may
have been caused. You indicated that your dishwasher was working properly since
the repair.  When asked you had no
additional concerns or unanswered 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

November
6, 2014
[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:
When
the warranty was purchased at [redacted] for the cellphone it was replacement
insurance. Asurion wants me pay a replacement fee. It was not a deductible I
was told that I would mail my cellphone off to them before a replacement would
be issued and a deductible is required. 
The
desired resolution listed in your complaint is “replacement my damaged cellphone as the warranty stated”.
A
review of your service history for the replacement plan you purchased has been
completed. The research revealed a couple of calls to N.E.W. in January 2014 and July 2014, but the notes reflect you
being directed to contact the manufacturer due to your mobile device still
being under the manufacturer’s warranty for the issue you described having with
your mobile device. No claims were initiated for your mobile device.
We
spoke on October 23rd and I apologized and initiated a claim. I
explained the service fee requirement and waived the fee as a onetime customer
courtesy due to misinformation you were provided at the point of sale and no
fee being charged on previous claims.
A
Resolution Specialist named Leigh Ann spoke with you on October 29th
and advised she would oversee your claim to completion. She provided you with
the time frame for your claim to be completed since the service fee being
waived would require your mobile device to be inspected upon arrival before a
reimbursement could be issued. Leigh Ann noted your claim that you agreed to
the added time it would take for the mobile device to be inspected. The claim
was completed on October 31st and you responded via email that you
had received the [redacted] gift card via email for the purchase price of your
mobile device. This provides the desired resolution listed in 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,
Cynthia R[redacted]
Sr.
Compliance Coordinator | [redacted]@asurion.com
P
###-###-#### | F ###-###-#### | www.asurion.com

June 16,
2015
[redacted]
[redacted]
Houston,
TX [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 November 26th
your wife purchased a 60” [redacted] television from [redacted].com.  During the month of March, while moving the
television, it flipped over and sustained a cracked screen. You contacted
Asurion to submit a claim. The representative you spoke with advised physical
damage is not covered and denied the claim. 
Your position is because our pamphlet states both “We cover a wide range
of products” and “featuring damages like drop and cracked screen”  that televisions are a covered item that your
claim should be approved.
The desired resolution listed in
your complaint is to receive either a replacement television or have yours
repaired. 
A review of your service history
for the plan you purchased has been completed. The research revealed no claim
or registration notes for a television could be located utilizing the contact information
you provided in your complaint. The information you described receiving from
our representative is accurate however. 
Our Plans do not provide coverage for televisions that have sustained accidental
damage such as yours has.  The terms and
conditions of our Plans are available for viewing on the [redacted].com
website.  Item #1 in the section of the
terms and conditions labeled What is Not Covered reads as
follows: 
(1)       REPAIRS CAUSED BY ACCIDENTAL DAMAGE, SPILLED LIQUIDS (UNLESS YOU
PURCHASED A PORTABLE PRODUCT, GAME SOFTWARE, CD OR DVD), INSECT INFESTATION,
MISUSE, ABUSE, INTENTIONAL PHYSICAL DAMAGE AND PRODUCTS WITH ALTERED OR MISSING
SERIAL NUMBERS.
In
your complaint, you make a reference to our pamphlet, stating there is a
sentence which reads “featuring damages like drop and cracked screen”.  The statement which can be found on our
pamphlet for [redacted] customers in fact reads as:
We
protect your products from failures due to
-        
Drops,
spills, and cracked screens on portable electronics,
laptops, and tablets, and scratches on discs.
-        
Mechanical and electrical
failures including those due to normal
wear and tear.
-        
Defects in materials and
workmanship, and failures caused by power
surge.
To summarize, Asurion only
provides Accidental Damage from Handling (ADH) coverage for portable
electronics (tablets, laptop computers, cellular phones, etc.), CDs and
DVDs.  As you were unable to utilize the
Plan purchased for your television we are willing to cancel the Plan if you
desire, and provide a reimbursement of the purchase price paid for the
Plan.  If this would be a satisfactory resolution
to you, please contact me at the phone number below 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
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

[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:
There were no reimbursement offers declined I asked many times and was told I had to have fixed.
The tech took the tv off the stand because he needed to lay flat to take tv apart to install parts he had ordered even before he had looked at the tv. I made an appointment and the tech showed up with parts. He never looked at the tv and stated he was there to install parts. 
To say it is my responsibility to put back the stand when the tech took it apart and partially put it back then placed it back on the table ( and let's be clear we are talking about the tv's base when I say stand the base of the tv which holds up the tv screen it's part of the tv) that is eh techs job he took apart.
Regards,
[redacted]

May 7, 2014
face="Times New Roman" size="3">
 
[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.
 
According to your complaint filed
with the Revdex.com, you purchased two tablets for your children at
[redacted] with a replacement plan for each. You were advised that if anything
happened to your tablets the plan would provide a replacement tablet to you once
approved. When you submitted claims for each of the tablets you were advised there
were no tablets available for replacement and that you would receive a check
instead. You stated you preferred to wait for replacement tablets to become
available but were told N.E.W. never
provided replacements only a reimbursement. The issue with the reimbursement is
that it only provides for the amount you paid at the time of purchase. The same
tablet now retails for $50.00 more than when you purchased it in 2012.
 
The desired resolution listed in
your complaint is to receive a replacement, not a refund.
 
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed claims have been submitted for two tablets you purchased at [redacted]. Prepaid
shipping labels were provided to you and we have confirmed they are in route to
N.E.W.  A check will be issued to you for the purchase
price paid including sales tax.  A
decision was made to provide a [redacted] gift card to you in the amount of
$100.00 as a goodwill gesture. This will provide the difference between the
purchase price you paid and the current retail price for the same tablet. You
submitted claims for two tablets which now retail for $50.00 more than when you
purchased them in 2012. The reimbursement for each tablet has been approved. I
spoke with you April 29, 2014 and apologized for a less than satisfactory
experience. I informed you of the decision to send a gift card which you
accepted with appreciation. I confirmed your mailing address to which the gift
card should be sent. If you have not received it within 7 -10 business days
please contact me at the phone number below.
 
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W.
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####.
 
Regards,
 
 
[redacted]
Compliance Coordinator, [redacted]      
voice ###-###-#### fax ###-###-####
v

May 7, 2015

face="Times New Roman">
[redacted]
[redacted]
Woonsocket, RI [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 a Product Care Plan through [redacted] for a cell phone. The Plan stated
we would repair, replace, or refund the purchase price paid for the cell phone.
When you submitted a claim you were advised we would not provide a replacement
because replacement devices were unavailable where we are located. The [redacted]
website does have the item in stock. 
The desired resolution listed in
your complaint is to receive a replacement product.
A review of your service history
for the replacement plan you purchased has been completed. The research
revealed you contacted N.E.W. April
20, 2015 to submit a claim for a wireless device purchased at [redacted].  The claim was approved and you were provided
with a prepaid return shipping label so you could forward the damaged device to
our depot center.  Upon the depot
receiving the mobile device you were to be provided with a reimbursement of the
purchase price including sales tax.  The
mobile device was received at our depot center Monday May 4, 2015.  A reimbursement in the form of a check
payable to you was invoiced the following day.
Your statement that we would
repair, replace, or refund the purchase price paid for the mobile device is correct.  The terms and conditions for your Replacement
Plan are available on [redacted]’s website. 
In the section of the terms and conditions labeled What is Covered, you will read the following statement:
This Plan covers
parts and labor costs to repair or replace your product in the event the
product experiences a breakdown. If we determine that we cannot service your
product as specified in this Plan, we may replace it with a replacement product
or we may at our
discretion issue you a gift card or check for the original purchase price of
that product, including taxes, as indicated on your sales receipt. Non-original
manufacturer's parts may be used for repair of the product if the
manufacturer's parts are unavailable or more costly.
It is standard
policy to provide customers a reimbursement for items with a retail price of
less than $150.00.  We appreciate your
business and regret that your experience has been less than satisfactory,
however we are unable to change the fulfillment method for your claim.
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

May 29, 2014
font-size: 11pt;">[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:
This warranty company failed to deliver a
refund/credit in a timely manner. You filed a warranty claim, SR#[redacted] on an
item purchased from [redacted] in April 2012. The product was received from
you by N.E.W. and you were advised a reimbursement gift card would be issued to
you in 10 to 15 business days from April 14, 2014. You verified the address was
correct that the gift card was being sent to. On May 6th you were
advised a check could have been issued originally but your gift card had been
mailed out on April 23rd. You spoke with a supervisor who verified
the gift card had been sent out to an old address for you. This was confusing
since the email you received advising a gift card would be mailed contained
your current address. After being advised that a reimbursement check would be issued
but could take an additional 7 to 10 days to receive you decided to go ahead
and purchase another powered mixing board. Then you received a call from N.E.W.
asking for an address to send your gift card to and you were also advised a
check could not be sent to you, your reimbursement would have to be in the form
of a gift card.
The desired resolution listed in your complaint is to receive the
reimbursement check you were promised. You also want N.E.W. to review its policies regarding refund processing to ensure
customers are informed correctly. Additionally, a good faith gesture would be
welcomed in receiving a credit for the $64.99 cost of the new plan you
purchased for your new mixing board.   
 A review of your service history was completed. The research revealed
that a gift card was issued to reimburse you for your product on April 23rd
and emailed to you. No record of a check being issued was found. On May 7th,
I processed a request to cancel the gift card and had a check issued for
overnight delivery. I called and left a message that provided you the tracking
number your check was being sent out under. I asked that you return my call
once your check was received to discuss your complaint in more detail.
We spoke on May 22nd and I verified you had received your
reimbursement check and we discussed your complaint. I assured you any feedback
from our customers assists us in improving our quality of service. I apologized
for any inconvenience and explained that we would not be able to issue a credit
for the cost of the new service plan you purchased. I offered to send you a Guitar
Center gift card for added customer satisfaction for your trouble. The gift
card should have arrived prior to you receiving this letter.
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