Newton Radiator

October 20, [redacted] Re: Complaint [redacted] Ms [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 numberI would like to offer my apology that your experience with Asurion did not meet your expectations Asurion Services, LLC (Asurion) is the administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion 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 serviceEach call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated “Purchased a in [redacted] Television at [redacted] on 8/01/The price was $I purchased a three year service plan with Asurion for an additional $On 9/11/the bottom right side of the screen turned white and became very hotI filed a claim with Asurion on 9/12/They asked me to email them some pictures, and I didOn 9/15, they said they would send me a box to return the TV for serviceSince that time I have had to call them five times asking where the "box" is, and each time I was told the box was never requested, but it would definitely be requested todayFive times, same story, almost a month since I filed the claim, and the TV stopped working completely on 9/All I want is for them to honor their service contractIf they can't send this "box" they speak of, then they need to send me a new televisionI shouldn't have to keep calling, only to be told to call back in business days, because that's how long it takes to get a box, I will never buy anything from [redacted] again, and if I ever need a service contract, I will make sure it is not with AsurionPlease if you can help me, all I want is a television of equal value, function and sizeI saved all emails to and from them to prove the length of this ongoing process Desired Resolution: The desired resolution listed in your complaint states: “I just want another television of equal size function, and valueA [redacted] smart inch led televisionNo more excuses.” A review of your service history for the replacement plan you purchased has been completedThe research revealed you contacted Asurion September 12, to report an issue with your televisionYou were requested to provide pictures of the issue that you were experiencingOn September 16th, after troubleshooting the problem did not fix the issue, a prepaid [redacted] return shipping label was requested to be sent to the same address listed in this letter so that you that could send in the television for repairBetween the dates of September 28th through October 4th, you contacted Asurion and advised that you did not receive the return shipping labelAs a result, on October 11th, an E-gift card in the amount of $($purchase price plus $taxes) to the email address listed in the complaint of [redacted] We appreciate you as a customer and regret that your claim experience was less than satisfactoryI 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, [redacted] Asurion Compliance | [redacted] Phone [redacted] | [redacted] ***

March 12, [redacted] *** Normantown, WV *** Complaint ID # [redacted] Dear [redacted] On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington, DC & Eastern Pennsylvania (“Revdex.com”), on February 21, 2018, under the above referenced complaint identification numberI would like to offer my apology that your experience with Asurion did not meet your expectations Asurion Services, LLC (Asurion), is an administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion 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 serviceEach call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, you state the following: “They sent me a check out on the 6th to me and I never did get it now they are telling to me wait until March 1stIt don’t take that long to get to meI want something done about itI called them times nowthe first time someone told me they never processed it yet and then they tried to and was declined and then last week and said I should get it on the 20th and then yesterday and he said I should get it today and I never and then today and they told me to wait until the 1st of marchSo from the 6th of Feb to the 1st of March that is almost a month to wait for a check to come with mail runs days a week.” The following is the desired resolution listed in your complaint: “I want the amount plus something else for making me go through all this trouble.” A review of your service history for the 2-year Protection Plan (“Plan”) you purchased at [redacted] , on February 27, 2017, for your [redacted] Tablet (“Unit”) has been completedThe research revealed the following: • On January 17, 2018, you contacted Asurion to file a claim because your Unit stopped workingA prepaid label and was mailed to you for forwarding your Unit to the service center for repair • On February 6, 2018, the service center received your Unit and a $check request which is the purchase price of your Unit plus tax, was processed • On February 12, and February 13, 2018, you contacted Asurion because you never received your reimbursement checkYou were instructed to allow up to business days to receive the check Following receipt of your complaint, I researched your concernsMy research revealed that, due to a processing error, your reimbursement was delayedOn March 6, 2018, a Resolution Specialist, Leigh Ann contacted you to discuss your concernsDuring the call, Leigh Ann explained that Asurion is currently working on the processing error and a check in the amount of $will be mailed to you once the issue has been resolved Again, on behalf of Asurion, please allow me to apologize for any inconvenience you may have experienced as a result of this matterBe assured that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and that your feedback regarding your claims experience will be utilized in process improvementCustomer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement If I can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at the number listed below or Leigh Ann at (479) 967-I am available Monday through Friday between the hours of 9:00am to 4:00pm CST Regards, Lesley J [redacted] Compliance Coordinator | [redacted] @asurion.com P [redacted] | F [redacted] | www.asurion.com

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

July 27, [redacted] Case # [redacted] On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations Asurion Service PlansInc(Asurion), is a provider of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience Asurion strives to provide world class customer service Each call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com, on March 11, you purchased two tablets at a [redacted] store along with replacement plans for item In or about April/May you submitted claims for each tabletYou requested the claims be fulfilled via [redacted] e-gift cards that could be sent to your e-mail address You returned both tablets to our depot center as requested On May 18th you received one e-gift card via e-mail and you were advised the second e-gift card would also be sent to your e-mail address On June 11, you were asked to provide a receipt copy for one of the tabletsYou did so by sending a copy of the receipt to the e-mail address you were provided with As of July 4, you still had not received the e-gift card reimbursement for the second tablet The desired resolution listed in your complaint is to receive the [redacted] e-gift card as expected A review of your service history for the replacement plan you purchased has been completedThe research confirmed two claims were submitted for tablets purchased at [redacted] A reimbursement of the purchase price paid for each tablet was issued via e-gift card and sent to the same e-mail address you provided to the Revdex.com Our records confirm one e-gift card with a number ending in was activated on May 18, in the amount of $ This e-gift card was redeemed in full at [redacted] store # on June 26, A second e-gift card with the number ending in was activated and issued on June 24, The reimbursement amount was the same as the first e-gift card As of July 16, this e-gift card had not been utilized I attempted to reach you by phone on three separate occasions On each call I left a message with my contact information and a request to call me if you have not received the second e-gift cardAs of the writing of this letter I have not heard from you I always advise customers to check their e-mail junk folders as sometimes our e-mails are received thereIf you did not receive the second e-gift card we are happy to reissue the reimbursement for you If you still require assistance, please call me at [redacted] or if you prefer, you may reach me by e-mail at [redacted] I hope this response provides you with the necessary information to close out this complaint filed against Asurion If we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at 615-445- Ken P [redacted] ***

July 1, [redacted] Houston, TX [redacted] Case # [redacted] [redacted] ***, On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Better Business Bureau of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.W regarding concerns or issues relating to our service plan(s) is thoroughly investigated Your complaint filed with the Revdex.com is copied below I have filed a claim and this company REFUSES to return any emails, they REFUSE to update me on the status of the claimEvery time I go online and inquire, they change the status of my claim file date! Every time I request an update, they act as if I am filing for the first time, and they seem to have no prior knowledge to my claim despite the fact I have faxed and emailed proof of purchaseThey are clearly giving me the run-aroundThe original file date was 6/7/They told me by email (the only one I have received) that they will get back with me in daysHaven't heard anything The desired resolution listed in your complaint is to have your vacuum cleaner repaired or receive a reimbursement of the purchase price paid for the item A review of your service history for the replacement plan you purchased has been completedThe research revealed the claim for your vacuum cleaner was initiated June 8, You were asked to provide proof of purchase for the vacuum The purchase of both the vacuum and the replacement plan were confirmed June 18, The reimbursement was approved the same day and issued on June 20, I attempted to reach you to confirm you that you did receive the reimbursement I was unable to speak with you but I did leave a voicemail message requesting that you call me directly 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 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 |***@asurion.com Phone ###-###-#### | Fax ###-###-#### | www.asurion.com Grassmere Park | Suite | Nashville, TN

July 17, [redacted] Westerville, OH Complain ID# [redacted] Dear Ms [redacted] , On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.E.Wdid not meet your expectations N.E.WCustomer Service Companies, LLC and its member companies (N.E.W.), is a third-party administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other provider N.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience N.E.Wstrives to provide world class customer service Each call or letter that comes into N.E.Wregarding concerns or issues relating to our service plan(s) is thoroughly investigated According to your complaint filed with the Revdex.com you state the following: “I am making a complaint about this company because they have not provided services in a reasonable amount of time I purchased a warranty on my washer and dryerOne and a half years after my purchase mold started growing around my gasket on the washerI contacted Asurion on 6/They stated they could have a repair person come out on 6/ to repair the washer since during the week they only came during regular business hours which would interfere with my work scheduleOn 6/the repair man contacted me to state that he would have the part in one to two business daysA week went by and I never heard from this repair manI contacted Asurion on 6/and they stated the parts were on back order but were shipped on 6/and sent overnight mailI expected a call from the repair man but that never happenedI called Asurion on 7/and another lady told me the parts could take up to three business daysI asked to speak to a manager since I received bad information and no one had communicated with me about the delay in serviceI talked to Jeff caller id [redacted] and he stated that the parts weren't shipped until 6/I explained my frustration since this was the third different story I heard from their company and also that no one had bothered to communicate to me regarding this delayHe stated that their policy is they don’t contact the customers until they have the partsI asked when should I hear from the repair man and he stated when he receives the partsI explained that this is not adequate customer service and this delay in service has caused a huge inconvenience for me and my familyJeff only replied with they will contact you when they have the partsHe had no reason why their employees were giving me bad information but basically I just have to wait for someone to contact meThis is completely unprofessional and not an adequate way a company should handle businessI work during the week and am unable to have this repaired until a weekend so I will be lucky if I receive the service three weeks after I made the requestI think it would have been more appropriate that as soon as the company found out that the part was on back order that they contact me to apologize for the inconvenience and find out when they could schedule another day to have the product repaired.” The desired resolution listed in your complaint “I am seeking a change in their customer service policy and a billing adjustmentI have a warranty service on my washer and dryer and I want refund for my warranty services due to the large inconvenience they causedWhen this company has a significant delay in services they need to communicate with their customers and ensure they are given accurate informationI do not want to deal with this type of unprofessional behavior when I paid for a service so I would like my warranty costs refunded.” A review of your service history for the service plan you purchased has been completedThe research revealed that parts for your washing machine were ordered on June 24, after a service request was initiated by you on June 20, due to your washer having a sour mildewed smell and mold built up on the door gasketThe parts were backordered and shipped to the service center on June 30, The repair to your washing machine was completed on July 12, The following outlines the time line for your repair: 06/24/ 15:39: Parts - Waiting for Parts 06/27/ 00:32: Parts - Parts on Backorder 06/30/ 00:32: Parts - Parts Shipped 07/07/ 01:15: Service had to be rescheduled due to the customer being on vacation 07/12/ 18:28: Completed Although the parts for your washing machine to be repaired did go to backorder for a couple of days, the total time for your washing machine to be repaired was a little our two weeks including the repair being rescheduled due to your being on vacation and unavailableThe typical time frame for parts to be received is to days depending on their current state of availability and the type of parts being orderedYes, in this instance the service center should have notified you that the parts were delayed We value you as a customer and sincerely apologize for the lack of communication and any unsatisfactory level of customer service you may have receivedThis is not characteristic of the quality or reliability of our servicesAny feedback from our customers assists us in coaching our representatives for improved customer service in the future and assists 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, Cynthia R [redacted] Sr Compliance Coordinator | [redacted] P ###-###-#### | F ###-###-#### | www.asurion.com

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is very satisfactory to me Asurion took care of the issue Thank you for your help Regards, [redacted] ***

December 23, [redacted] Crockett, TX [redacted] Complaint # [redacted] Dear [redacted] ***, I am writing in response to your additional rebuttal on December 21st to our additional reply that was submitted to the Revdex.com on December 18th The information we previously provided that is related to your UTV diagnosis and repair was provided by our service centerWe trust and rely on their expertise as they are authorized to preform said diagnosis and repair As previously stated in our submission on December 18th to the Revdex.com, as well as our email to Investigator John Sanchez at the Texas Department of Licensing and Regulation, “We consider the claim on your UTV to be fulfilled” Specific language from the terms and conditions of the service plan you purchased for your UTV are listed below for additional clarification WHAT IS NOT COVERED: (1) INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO ANY DELAY IN RENDERING SERVICE UNDER THIS PLAN, FOR LOSS OF DATA, OR FOR LOSS OF USE DURING THE PERIOD THAT THE PRODUCT IS AT A REPAIR CENTER OR OTHERWISE AWAITING PARTS; (3) DAMAGE FROM ACCIDENT (UNLESS COVERAGE OTHERWISE NOTED ABOVE), ABUSE, MISUSE, INTRODUCTION OF FOREIGN OBJECTS INTO THE PRODUCT; (9) THE ELEMENTS OR ACTS OF GOD; (17) ANY LOSS OTHER THAN A COVERED BREAKDOWN OF THE PRODUCT; (23) DAMAGE, WARPING OR RUSTING OF ANY KIND TO THE HOUSING, CASE OR FRAME OF THE PRODUCT OR ANY NON-OPERATING PART; Definitions: (3) “breakdown”: refers to the mechanical or electrical failure of the product caused by: a) defects in materials/and or workmanship, b) wear and tear, c) dust, heat, or humidity, d) power surges As to your request for a replacement of your UTV, replacement is an option, if at our discretion, a replacement is required due to a breakdown or if the UTV was repaired times for the same breakdown and requires a fourth repair for the same breakdown, as determine by usNeither of which is the case for your UTV Also be advised that the total liability under the plan you purchased for your UTV is the purchase price you paid for the UTVIn the event that the total of all authorized repairs exceeds the purchase price paid for the product we shall have satisfied all of our obligations under this planAny approved reimbursement under the guidelines of the service plan you purchased for your UTV would be minus all authorized repairs thus far Your continued rejection of our responses does not affect the fulfilled status of the claim on your UTVPlease note, as previously stated, the plan you purchased for your UTV will remain active until July 31, for mechanical/electrical failureWe will continue to provide service for issues that are covered by the Plan, but not for issues that are the result of misuse or neglect Regards, Cynthia R [redacted] SrCompliance Coordinator | [redacted] @asurion.com P ###-###-#### | F ###-###-#### | www.asurion.com

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.EWdid not meet your expectations.N.EWCustomer 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 providerN.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.N.E.Wstrives to provide world class customer serviceEach call or letter that comes into N.EWregarding concerns or issues relating to our service plan(s) is thoroughly investigated.According to your complaint filed with the Revdex.com you state the following:“I bought a 47' [redacted] flat screen TV from [redacted] ($548.00) on 6/27/and also purchased the three yrservice plan ($69.00) at the same time, total of $My TV stopped working on 7/29/I called NEWthe service plan company and filed a claim to have it repairedI did not receive a repair date or a call to confirm a dateI did receive an email (8/3/15) saying a technician would be calling to "confirm the service visit" to my homeWhen they did call they said earlier appointment for 7/31/was cancelled and need to rescheduleI was never informed of this apt until 8/3/Person said earliest technician could be at house was 8/8/I agreed to aptI called NEWand told them their paperwork states technician in home in "business day guarantee" or "refund cost of plan upon request"I said I wanted my service plan cost refundedShe said okay8/3/at 2; 48pm I received call from "William-technician" asking for info on TVModel serial; and what TV is doingI said I would call back with info, I wasn't home8/3/at 3:35pm I called back and gave William the info he requestedHe said needed to order parts, plus days to get parts and he cancelled 8/8/service dateSaid would call when parts come in to make service date8/4/received "electronic" call saying TV "not repairable", going to issue reimbursementI called back and they said TV can't be repaired going to refund price of TV and taxI asked about the cost of the service agreement and he said "no" only the TV and taxeven though Monday they said "YES" to refund because they hadn't fulfilled the day service agreementI got disconnected during callI think refund should include the price of the TV, the cost of the service agreement and the tax paid for a TOTAL of $"The following is the desired resolution listed in your complaint:“I want N.EWto honor their contract and fulfill the refund(s) that were agreed uponI want to receive the cost of the service plan and tax (for not fulfilling the day service agreement) which they agreed to on 8/3/and the cost of the TV and tax (because they said TV is un-repairable and giving reimbursement)$TV service plan $tax total of $654.02.”A review of your service history for the service plan you purchased has been completedThe research revealed a claim payment to you on August 6, 2015, as well as reimbursement of the cost of the service plan you purchased for your televisionThe cost of the plan was reimbursed to you because N.E.Wdid not provide in-home service on your television in business daysA gift card ending in [redacted] in the amount of $was emailed to you on August 5th at [redacted] , which is the email listed in this complaintThe check # [redacted] in the amount of $was mailed to you at [redacted] ***, Woodruff, SC 29388.We value our customers and apologize for any inconvenience you may have been causedThis provides you with the desired resolution listed in your complaint and the necessary information to close out this complaint filed against N.EW.If I can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-####.Cynthia R [redacted] Compliance Coordinator

On behalf of N.E.W., please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington DC & Eastern Pennsylvania, under the above referenced file numberI would like to offer my apology that your experience with N.EWdid not meet your expectations.N.EWCustomer 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 providerN.E.Woffers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience.N.E.Wstrives to provide world class customer serviceEach call or letter that comes into N.EWregarding concerns or issues relating to our service plan(s) is thoroughly investigated.According to your complaint filed with the Revdex.com, you purchased a UTV with a three year service contract on August 1, from [redacted] Company (***)The sales manager at [redacted] explained the service contract would provide coverage for all repairs to the UTV even if it was flippedYou submitted a claim earlier this year due to numerous issues including the windshield separating, a large crack in the roof brush guards cracking, a torn driver's seat, tailgate and other parts rusting, and a volt plug being broken.A service technician arrived to take photos of the different problemsA windshield was ordered however when it arrived it was determined to be the wrong sizeA second windshield was orderedYou had to install it yourself and it did not fit properlyThe UTV has never been wrecked or abusedFour attempts to fix the different issues have been unsuccessful.The desired resolution listed in your complaint is a refund of the purchase price paid for the product.A review of your service history for the service plan you purchased has been completedThe research revealed you contacted N.E.WMay 11, to submit a claim for your UTV for issues related to the skid plate, roof, windshield, and window straps among othersParts were ordered from [redacted] Several were not in stock and placed on backorder statusWe have learned that many parts for UTV’s are not readily available in the United States and must be ordered from overseasThe delivery time often exceeds six to eight weeks, which is regrettably unavoidable.Once the parts arrived, we did learn the windshield that was sent did not fit your unitThat was corrected and another one designed for your unit was locatedThe service provider assigned to your unit informed us they completed the repairs to your unit at your home on Tuesday November 3, The repairs included the installation of the followingAll door returns - Front and Rear skid/brush plates - Driver side seats - volt plug and wiring - Shifting boot - Complete bumper protector - Main batteryThe information you received from the store manager that sold you the Service Plan was not entirely accurate as there are several exclusions listed in the “What is Not Covered” provision of the terms and conditions for the plan you purchasedDamage as result of accident is not coveredThe service technician stated the UTV had hit a largelimb which caused the damage to the roof and roll barsHe had the parts necessary to correct those items with him and did so.The service technician provided information that all of the repairs you requested were completedWe recognize the length of time to fully complete the repair was excessive and took this into consideration when approving some of the repair itemsI hope this response provides you with the necessary information to close out this complaint filed against N.EWIf we can be of further assistance to you regarding this matter, please do not hesitate to contact me directly at ###-###-#### or by e-mail at ***@asurion.com.Regards,Ken P***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Regarding my complaintI am pleased I was given the full refund of the purchase priceMs [redacted] was very nice the first day she called me and she said she would follow up if I was receiving a check or an [redacted] No mention came up regarding disposal of the damaged TV She called me the next day and left me a voice mail and did confirm that I was getting a check not an [redacted] I got my check that very day and returned a call to thank her for the updateAt this time, no mention was made about the disposal of the TVSo I left the message asking about the continuing concern my husband and I haf about getting rid of a very large TVIt was only then she told me that I received a full refund and therefore, getting rid of the TV was our responsibilityThe check itself did not mention cashing of it resolved Asurion of disposalWe are very delighted to have received a full refund so we can purchase a similar TV of our choiceWe will figure out a way to dispose of the TV, somehow.Thank you for the assistance you gave usWe agree this is resolved Regards,continuing [redacted] ***

I am rejecting this because - I do appreciate you calling me back but please don’t forget I tried calling several times with no luck and it took me getting in contact with the Revdex.com for a resolveHad I not done that I would have never even had your contact number according to the supervisor I spoke to he was the last in line and would not help me at allI really appreciate your time and effort I am just really unhappy with the overall time it took to get the item repaired and the overall customer service

[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. Regards, [redacted] ***

July 25,
*** ***
PO Box ***
Princeton, NC *** Complaint ID # ***
Dear *** ***,
On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com of Metro Washington, DC & Eastern Pennsylvania (“Revdex.com”), on July
3, 2017, under the above referenced case identification numberI would like to offer my apology that your experience with Asurion did not meet your expectations
Asurion Services, LLC (Asurion), is the administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion 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 serviceEach call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to your complaint filed with the Revdex.com, you state the following:
“I bought the *** care plan for my HTC*** phone and was not given what I was promised, I was told that I would have my gift card in my email days from the time ups scan the shipping label on my ,packageThat did not happenI dropped my package off June and have yet to receive my email, with gift card, every time I call they tell me a different storyI have called several timesI called Sunday June 25, and they told me they couldn't track my package for some reason and for me to call tomorrowI called Monday June and found that my package was marked for review and that I would receive my gift card in business daysThat did not happen I have called twice more and each time they tell me it will be more business daysI spoken with a supervisor on Friday who assured me that I would have my gift card by today at and its not hereI want my phone and my money I spent on this plan.”
The following is the desired resolution listed in your complaint filed with the Revdex.com:
“I would like the amount of my, product plus the plan amount which is for the product and $for the plan.”
Following receipt of your complaint, a review of our customer interaction history was completedThe research revealed the following:
• On February 23, 2017, you purchased a 2-year Product Care Plan (“Plan”) for your HTC cellular phone (“Device”)
• On June 22, 2017, you contacted Asurion to file a claim due to a cracked screenA prepaid label and shipping instructions were emailed to ***@***.com for you to return the damaged Device and receive an Electronic Gift Card (“EGC”) as reimbursement for the price you paid for the Device
• On June 23rd, you contacted Asurion and requested a new prepaid label because you were not able to locate the firstA second prepaid label and shipping instructions were emailed to ***@***.com
• On June 27th, you shipped the device and the origin scan of the shipping label trigged a final review of an EGC reimbursement payment of $
• On July 10th, following a short delay, the EGC payment was processed and emailed to ***@***.com
On behalf of Asurion, I want to apologize for the delay in processing your reimbursementAs you note in your complaint, under circumstances, reimbursements are delivered immediately following the origin scan of the shipping labelHowever, under scenarios such as this, when multiple shipping labels are generated for the same claim, our Claims Review Team requests that payment be held until the shipment is receivedNevertheless, there is no excuse for our failure to fully and accurately communicate the details of your claim
I can assure you that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and your feedback regarding your claim experience will be utilized in process improvementCustomer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement
Please feel free to contact me if you have any further questions or concernsI am available Monday through Friday between the hours of 9:00am to 4:00pm CST
Regards,
Joy C*** Compliance Coordinator
Asurion
Phone: ###-###-#### Fax: ###-###-####
Email: ***@asurion.com

September 25, 2015*** *** *** ***
*** *** ** ***Complaint # ***Dear Ms***I am writing you in response to your continued rejection to our responses to the complaint youfiled with the Revdex.com.As previously stated there are several reasons a claim review hold may be placed on a claimWedo not share internal claim processes on a site such as the Revdex.com’s website forpublic consumption as it would allow customers to obtain information outwit the claims process.***’s initial response addressed your concerns with the service request listed in your complaint#***He advised the claim was immediately marked “for review” which specifies theproduct must be received and inspected before a reimbursement can be issued*** then went onto explain that Asurion randomly selects some claims for review in an effort to confirm we areprocessing claims correctlyYour claim was randomly selected for review which unfortunatelydid cause a longer processing time than what your expectation had beenHe apologized for theinconvenience and explained it is possible a future claim you file may be randomly selected forreview again.You brought your previous claims to our attention in your original rejection of our responsewhich in turn prompted our researching those claims.Additionally, *** explained that when you called to follow up on your claim you should havebeen advised that that claim was under review rather than a blanket statement that it was “stillbeing processed”He advised we would utilize this opportunity to coach our representatives toprovide more accurate statements regarding claim status moving forwardWe cannot change yourexperience but your feedback allows us to provide improved customer service in the future.You had an additional question as to why you cannot see all of the products you registered withextended plans when you log on to the websiteTo which *** adequately responded; as long asyou have the receipts or emails confirming the purchase of covered items by the extended planyou can file a claim on themI’m sorry you feel like *** did not answer your question regardingyour products being viewable on the websiteWe appreciate your business and want to thank youfor your inputThe concern you have raised regarding not being able to view all of the productsyou have registered with extended plans when you log on to the website is a will be reviewed. Please note, the terms of the plans you purchased for your products indicate that you must keepthe receipt or order confirmation email for this product; it is an integral part of the plan and youmay be required to reference it to obtain serviceSpecifically, the plans, including the terms,conditions, limitations, exclusions, and the receipts or order confirmation emails containing thelength of this plan, commencement date and product identification constitute the entireagreement.Please do not hesitate to contact me directly if you have any additional questionsI am availableMonday through Friday between the hours of am and pm CST.Regards,Cynthia R*** *** *** * ***
* *** * * *** * ***

February 17,
*** * *** *** *** *** *** *** ** *** *** ***
Dear Ms***:
On behalf of Asurion, please accept this letter in response to your inquiry filed with the Revdex.com serving Metro Washington DC & Eastern Pennsylvania under the
above referenced file numberI would like to offer my apology that your experience with Asurion did not meet your expectations
Asurion Services, LLC (Asurion) is the administrator of extended service plans, buyer protection services and product support programs that serves more top consumer electronics retailers than any other providerAsurion 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 serviceEach call or letter that comes into Asurion regarding concerns or issues relating to our service plan(s) is thoroughly investigated
According to your complaint filed with the Revdex.com you state the following:
“I called 9/29/about a chain that I purchased from *** on 10/21/and I was told by the representative that they would get a claim started and the sent out a post label through *** ** for me to send the silver chain inI did by the end of November I was told that the chain was unrepairable and they were issuing me a check for $The check was issued on December 6, I should be receiving it by the December the 16thcalled on the 19th of December was told the check should be here on the December 26,never received anything each time I talk with a representative I do verify my address with them .I was told on the 28th of December to call back because of the holiday season mail was slowI called back on January the 7th still noon knows anything and the representative told me he would stop payment on the check and reissue it .it would take days to stop payment and on the January the 10th the check was reissued I was told on January 22nd to give it until January 27th and they will stop payment and reissue if need beThat did not happen I was made aware that Tuesday 31st someone would call me and if I have not received check they will stop payment and reissue check this time supposedly send it priority mail with a tracking numberThis company is a rip off I have no check nor my silver chainI need help with this issue.”
The desired resolution listed in the complaint states as follow:
“Check cut and overnighted to me all in one dayI want my money that is due to me Express, $163.25”
A review of your service history for your silver chain has been completedThe research revealed the following:
• On October 11, 2015, you purchased a month Service Plan for your silver chain
• On October 15, 2016, you contacted Asurion to file a claim because the hook that connects to the clasp brokeA shipping label was created to allow the chain to be sent in for repair
• On November 17th, the chain was received by the service center
• On November 22nd, the service center determined that the chain was unrepairable and indicated that a reimbursement would be sent within business days
• On December 8th, a reimbursement check of $was processed
• On January 2, 2017, you contacted Asurion stating you had not received the reimbursement checkA request was submitted for a resolution specialist to contact you back regarding reimbursement status
• On January 3rd, a message was left by a resolution specialist to call Asurion backThe resolution specialist indicated that there may have been a delay due to the holidays, but requested to cancel and reissue the check once you called back to confirm the shipping address
• On January 7th, you contacted Asurion and a request to cancel and reissue the check was submitted
• On January 25th, you contacted Asurion stating you had not received the checkThe call was escalated to a supervisor where you were advised to wait until January 31st at the latest
• On January 31st, an escalation representative reached out to you to confirm if the check was receivedA message was left requesting a callback, but to date, Asurion received no further communication from you
Please allow me to apologize on behalf of Asurion for any inconvenience you may have experienced as a result of this matterBe assured that your experience is not representative of the quality and/or reliability of the service Asurion strives to provide and that your feedback regarding your claim experience will be looked as a process improvementCustomer satisfaction is the ultimate measurement of our success and your feedback is instrumental in identifying opportunities for continuous improvement
If you have not received your reimbursement check, please contact me at the number listed below by phone or email for further assistance
Regards,
Joy C*** *** *** *** *** *** *** *** *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: There has never been any abuse or neglect and I have documented, photo and video proofThey still have not completed the repairsI wish to get my old windshield back from them so I can replace my gasket myselfIf they refuse to replace the unit I demand a full refund on my warranty cost as wellI will contact the AG office again and will start my follow up with *** *** Company after the first of This feeble attempt to get this behind you by replying this close to Christmas in hopes the Holiday would delay me by days did not workI will pursue this matter until I get what is rightfully mineWe may see each other in court soonI will keep you in my prayers.I am still waiting on the parts you sent me to be installedI will not install them myself since they are definitely covered under this contractPlease schedule the install or refund my money.
Regards,
*** ***

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

July
30,
***
***
Willows Avenue
Chatham,
IL
Case
# ***
Ms
***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania,
under the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated
Your complaint filed with the Revdex.com is
summarized below
You have been waiting for two months to receive a reimbursement check
to fulfill a claim for a damaged breast pumpYou were advised to purchase a
replacement item and then submit the receipt for reimbursement. You did so as well as returning the damaged
product. In an effort to complete the
claim you submitted the receipt copy a total of three times only to be advised
we never received itYou were later advised the claim was approved only to
wait another three weeks with no reimbursement check sent
The desired resolution listed in
your complaint is to receive the reimbursement check as expected
A review of your service history
for the replacement plan you purchased has been completedThe research
revealed you contacted N.E.WJune 2,
to submit a claim for a breast pump that no longer worked. There were two claims inadvertently opened
for you. A prepaid return shipping label
with a UPS tracking number ending in was provided to you from the first
claimThe *** website confirms it was utilized and delivered to our depot
center June 12, This claim was later canceled due to the duplicate claim
that was also opened. A second return
label was provided to you from the claim that remained open, however you had
already returned the productWhen our representatives later viewed the open
claim, it appeared that we were still waiting for the claimed item. Once we confirmed the item was received using
the return label from the canceled claim, the claim fulfillment was
approved. Our records reflect the reimbursement
was invoiced on July 27, 2015. You
should expect the reimbursement check no later than August 12, 2015. If you have not received the check by that
date please call me directly at ###-###-####, or if you prefer you may e-mail
me at ***
I hope this response provides you
with the necessary information to close out this complaint filed against N.E.W
If we can be of further assistance to you regarding this matter, please do not
hesitate to contact me directly at ###-###-####
Regards,
Ken P***
Compliance Coordinator |***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** *** | Suite |
Nashville, TN

July 30,
*** ***
* *** *** ***
Woodsboro, MD
Case # ***
Mr***,
On behalf of N.E.W.,
please accept this letter in response to your inquiry filed with the RevDex.com of Metro Washington DC & Eastern Pennsylvania, under
the
above referenced file numberI would like to offer my apology that your
experience with N.E.Wdid not meet your expectations
N.E.WCustomer Service
Companies, LLC and its member companies (N.E.W.), is a third-party
administrator of extended service plans, buyer protection services and product
support programs that serves more top consumer electronics retailers than any
other provider. N.E.Woffers retailers and manufacturers
innovative, customizable solutions for the delivery of customer service and
support throughout the product ownership experience.
N.E.Wstrives to provide
world class customer service. Each call or letter that comes into N.E.W
regarding concerns or issues relating to our service plan(s) is thoroughly
investigated.
According to your complaint filed with the Revdex.com, on
November 28, you purchased a *** television from a local *** store
with a three year extended service plan.
On June 29th of this year the picture went outYou submitted
a claim with N.E.Wto have the television repaired. Parts were ordered and a technician came to
your home to service the television. The
technician replaced the main and T-Conn PC boards. After doing so, the television would still
not turn on. The technician stated he
believed the LCD screen was damaged beyond repair and cannot be fixedYou
received an e-mail from N.E.Wstating the problem was resolved. As the television would not turn on, you
called N.E.Wto follow upWe advised you the television had cracks on the
screen which is not covered by the service plan. You disputed the statement that there were
cracks and contacted the technician who serviced your television. He informed you he found no cracks and
provided a copy of his report to N.E.WThe report confirmed no damage
found. You provided this information to
a supervisor at N.E.Wwho stated he wanted to send another technician for a
second opinion. As of the date of your
complaint you were still waiting the technician to provide a second in-home
visit.
The desired resolution listed in
your complaint is to receive a replacement television with the option of
purchasing a new extended warranty.
A review of your service history
for the replacement plan you purchased has been completedThe research confirmed
you initiated a claim on June 26, stating your television had sound but no
picture. Troubleshooting efforts failed
to resolve the problem. Based on the
description of the problem, parts thought to be required to repair the television
were ordered. The technician provided an
in-home appointment on July 6, The technician informed N.E.Wthe service was completeThe
e-mail you received stating the repair was complete was a generic message sent
when a service request is closed. The
information the technician provided to N.E.W
after visiting your home is copied below.
Service
Explanation
CID- the unit's screen has cracks on the right side of the screenSCT
believes that this is customer induced damage and does not suggest any further
repairs.
The statement above is the reason
your claim was later denied. On July 10,
you agreed to submit pictures with the understanding we would review the
photos and reexamine the claim if needed.
The photos you provided were reviewed on July 12th. Notes indicate no damage was detected in the
photos.
A second service request was
submitted. Additional parts (an LCD
panel) were ordered July 14thThe next day we were informed the panel was
not currently availableBecause of this, a request to provide you with a
reimbursement of the purchase price paid for the television was submitted on July
15, and approved the following day.
A check for the full purchase price including sales tax was issued July
20, and sent to the address at the top of this letter.
We will follow up with the
service center that stated there was damage to your television. When a technician advises us of physical
damage to a product, the proper procedure is to document the damage with
photographsThis did not occur in your claim.
We sincerely regret that your claim experience was 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,
Ken P***
Compliance Coordinator ***
Phone ###-###-#### | Fax
###-###-#### | www.asurion.com
*** *** ***| Suite |
Nashville, TN