Protection Plan Center

We have reviewed this customers accountIt seems his reimbursement was denied not because of the type of issue (because our plan covers almost every issue including the dish.) It was denied because the claim rep on our end saw 9/as the service call date and the customer purchased the plan on 9/What the claim rep did not notice was the customer purchased his plan in and the service call was in so it absolutely is coveredWe currently have a claim reimbursement check in process for this customer for $However, if the customer still wishes to cancel their plan for a full refund we will allow it as our claims representative made the error and caused this confusionHowever, before we proceed we would like to give the customer the option of keeping the plan and receiving their $reimbursementIf the customer can please respond with how they would like to proceed - Keep coverage and receive $or cancel entirely (in which case the claim would not be reimbursed obviously.)

[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: My whole complaint was that I didn't receive the $If they pay the $then I will gladly stay with this companyThe service rep on the phone ( [redacted] ) told me that it wasn't covered If I receive the money then I am happyLet me know who I have to talk to to receive ;the paymentI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me if they pay Regards, [redacted]

To All Interested Parties,We are in receipt of the complaint dated 719/2015At the crux of the matter it seems this customer had a negative experience with our company and we would like to first and foremost apologize for that experienceWe are in the service industry so a customer’s experience is the lifeblood of our company’s successThis complaint has allowed us to dive into the specific issues the customer alleges and will hopefully allow us to improve on processes and training.As to the specifics of the customer’s complaint we offer the following:To start please be advised that while we do provide service plans to satellite TV subscribers we are a totally separate company and are not affiliated with [redacted] We do not share or intercept [redacted] callsThe only way a consumer can reach our company is by calling us directlySatellite TV providers (as well as cable providers) offer protection plans that can be purchased on a monthly basis for a set priceOur company offers termed coverage plans that give a heavy savings over the provider's monthly plans for a one time feeFor example our customers may secure years of coverage for a onetime fee of $as opposed to paying $plus dollars per monthOur plan covers basic satellite dish parts and components and technical support as well labor for technicians if a service call is neededOur plan additionally has a service call reimbursement process in which we reimburse customers out of pocket expenses should their service provider charge them for a service call.This particular customer first contacted us on 12/5)'All of our call operators are required to follow a script which clearly delineates our company as a separate entity from their service provider as well as explains the cost savings the customer can receive with our planIn addition each sale undergoes a two part confirmation process which outlines the terms and conditions of the service planOn 6/28,/the customer called to state they had not received the welcome packet I plan informationThey provided their email address and on 6130/the information was emailed to themOn 7/8/they called to request it again and again it was emailed to themWe assume it's going to their junk mail box and they have not checked it for this emailNonetheless as of today we have cancelled their service plan and in addition we will mail them a check for the refund amount as too much time as passed for us to refund their credit cardWe do not know what the customer is talking about in their desired settlement where they state “the interest on the they have earned so far since December they can keep.....” as we do not earn interest off of customer payments.We hope this adequately answers the customer's complaint as well as provides them with the desired outcome, which we believe was a full refundIf not please contact me directly at the number listed below.Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below From: Velda Date: Wed, Feb 17, at 11:AMSubject: Protection Plan Center (92013149)To: [email protected] # [redacted] Revdex.com closed this after Protection Plan Center agreed to refund $Refund has not been received

[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]

We offer new service for [redacted] , ***, as well as other TV and Internet services, as well as a third party protection plan for Pay TV serviceWhen a call is placed to us our call operators are required to follow a script which clearly delineates our company as a separate entity from their service provider as well as explains the cost savings the customer can receive with our protection plan In addition, each sale undergoes a two-part confirmation process which outlines the terms and conditions of the service planWe informed them several times on the phone call that we are not part of [redacted] however our discounted protection plan cover [redacted] service (as well as several other Pay TV services.) Please keep in mind, if we were a fraudulent company we would NOT have given the customer the number to their service provider [redacted] has call centers all over the world with thousands of people answering the phoneAs we are not part of [redacted] not every agent in their call center is trained on our plans or even aware they exist We reviewed the initial sales call and found no errorsIn addition, we reviewed the subsequent calls made by the customer to cancel this plan and found that the customer was indeed transferred to people to cancel, which should not have been the caseThe customer service rep should have complied with the customer’s request to cancel without any issuesFor that we sincerely apologizeIt seems that the customer was in already refundedIt is our policy to refund customers who wish to cancel immediatelyWe realize a customer could just contact their credit card company and dispute so it makes no sense for us to "fight" a cancellationThe customer service rep that handled this call will be reprimanded We believe this should alleviate the customers complaint

We have reviewed your account and will allow the refund for your plan in the amount of $Refunds are applied within hours to the payment method you charged toWe hope this alleviates your concerns

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

At the crux of the matter it seems this customer had a negative experience with our company and we would like to first and foremost apologize for that experienceWe are in the service industry so a customer’s experience is the lifeblood of our company’s successThis complaint has allowed us to
dive into the specific issues the customer alleges and will hopefully allow us to improve on processes and trainingAs to the specifics of the customer’s complaint we offer the following:This customer contacted our centers directlyWe are unable to intercept callsHowever we do work with satellite and cable customers and offer discounted protections plans for their serviceWe will honor the service call claim the customer called to inquire aboutA check to reimburse their service call in the amount of $will be mailed within 7-days. We hope this adequately answers the customer’s complaint as well as provides them with the desired outcome, which we believe was a full refundIf not please contact me directly at the number listed below***

At the crux of the matter it seems this customer had a negative experience with our company and we would like to first and foremost apologize for that experienceWe are in the service industry so a customer’s experience is the lifeblood of our company’s successThis complaint has allowed us to
dive into the specific issues the customer alleges and will hopefully allow us to improve on processes and trainingAs to the specifics of the customer’s complaint we offer the following: To start please be advised that while we do provide service plans to satellite TV subscribers we are a totally separate company and are not affiliated with *** We do not share or intercept *** Or Century Link or any other companies callsThe only way a consumer can reach our company is by calling us directly Regarding their purchase Satellite TV providers (as well as cable providers) offer protection plans that can be purchased on a monthly basis for a set priceOur company offers termed coverage plans that give a heavy savings over the provider’s monthly plans for a onetime feeFor example our customers may secure years of coverage for a onetime fee of $as opposed to paying $plus dollars per monthOur plan covers basic satellite dish parts and components and technical support as well labor for technicians if a service call is neededOur plan additionally has a service call reimbursement process in which we reimburse customers out of pocket expenses should their service provider charge them for a service callThis particular customer first contacted us on 6/All of our call operators are required to follow a script which clearly delineates our company as a separate entity from their service provider as well as explains the cost savings the customer can receive with our planIn addition each sale undergoes a two part confirmation process which outlines the terms and conditions of the service planThe customer called us on 8/29/and asked to cancel their protection plan for a full refundTheir credit card was refunded on 8/30/in fullEven if the customer cancelled their credit card their issuing bank will ensure they receive the refund. Please let us know if you have any other questions

We have reviewed this customers accountIt seems his reimbursement was denied not because of the type of issue (because our plan covers almost every issue including the dish.) It was denied because the claim rep on our end saw 9/as the service call date and the customer purchased the plan on
9/What the claim rep did not notice was the customer purchased his plan in and the service call was in so it absolutely is coveredWe currently have a claim reimbursement check in process for this customer for $However, if the customer still wishes to cancel their plan for a full refund we will allow it as our claims representative made the error and caused this confusionHowever, before we proceed we would like to give the customer the option of keeping the plan and receiving their $reimbursementIf the customer can please respond with how they would like to proceed - Keep coverage and receive $or cancel entirely (in which case the claim would not be reimbursed obviously.)

At the crux of the matter it seems this customer had a negative experience with our company and we would like to first and foremost apologize for that experienceWe are in the service industry so a customer’s experience is the lifeblood of our company’s successThis complaint has allowed us to
dive into the specific issues the customer alleges and will hopefully allow us to improve on processes and trainingAs to the specifics of the customer’s complaint we offer the following: To start please be advised that while we do provide service plans to satellite TV subscribers we are a totally separate company and are not affiliated with ***We do not share or intercept *** callsThe only way a consumer can reach our company is by calling us directly.Satellite TV providers (as well as cable providers) offer protection plans that can be purchased on a monthly basis for a set priceOur company offers termed coverage plans that give a heavy savings over the provider’s monthly plans for a onetime feeFor example our customers may secure years of coverage for a onetime fee of $as opposed to paying $plus dollars per monthOur plan covers basic satellite dish parts and components and technical support as well labor for technicians if a service call is neededOur plan additionally has a service call reimbursement process in which we reimburse customers out of pocket expenses should their service provider charge them for a service callThis particular customer first contacted us on 7/All of our call operators are required to follow a script which clearly delineates our company as a separate entity from their service provider as well as explains the cost savings the customer can receive with our planIn addition each sale undergoes a two part confirmation process which outlines the terms and conditions of the service plan.The customer went through this process and then contacted us on 7/to cancel the plan and request a refund, which has been completed.We have reviewed the phone call and at no point does our agent tell the customer he cannot get help without paying for the planWe are unsure if he had that conversation with another company

[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:
My whole complaint was that I didn't receive the $If they pay the $then I will gladly stay with this companyThe service rep on the phone (*** ***) told me that it wasn't covered. If I receive the money then I am happyLet me know who I have to talk to to receive ;the paymentI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me if they pay.
Regards,
*** ***

A check was mailedWe will stop payment on it and issue a new one todayIf the customer does not receive it by next Thursday they can call me at 800-533-x

To All Interested Parties,We are in receipt of the complaint dated 719/2015At the crux of the matter it seems this customer had a negative experience with our company and we would like to first and foremost apologize for that experience. We are in the service industry so a customer’s experience is...

the lifeblood of our company’s success. This complaint has allowed us to dive into the specific issues the customer alleges and will hopefully allow us to improve on processes and training.As to the specifics of the customer’s complaint we offer the following:To start please be advised that while we do provide service plans to satellite TV subscribers we are a totally separate company and are not affiliated with [redacted]. We do not share or intercept [redacted] calls. The only way a consumer can reach our company is by calling us directly. Satellite TV providers (as well as cable providers) offer protection plans that can be purchased on a monthly basis for a set price. Our company offers termed coverage plans that give a heavy savings over the provider's monthly plans for a one time fee. For example our customers may secure 2 years of coverage for a onetime fee of $79.99 as opposed to paying $7 plus dollars per month. Our plan covers basic satellite dish parts and components and technical support as well labor for technicians if a service call is needed. Our plan additionally has a service call reimbursement process in which we reimburse customers out of pocket expenses should their service provider charge them for a service call.This particular customer first contacted us on 12/5)'2014. All of our call operators are required to follow a script which clearly delineates our company as a separate entity from their service provider as well as explains the cost savings the customer can receive with our plan. In addition each sale undergoes a two part confirmation process which outlines the terms and conditions of the service plan. On 6/28,/2015 the customer called to state they had not received the welcome packet I plan information. They provided their email address and on 6130/2015 the information was emailed to them. On 7/8/2015 they called to request it again and again it was emailed to them. We assume it's going to their junk mail box and they have not checked it for this email. Nonetheless as of today we have cancelled their service plan and in addition we will mail them a check for the refund amount as too much time as passed for us to refund their credit card. We do not know what the customer is talking about in their desired settlement where they state “the interest on the 89.99 they have earned so far since December 2014 they can keep.....” as we do not earn interest off of customer payments.We hope this adequately answers the customer's complaint as well as provides them with the desired outcome, which we believe was a full refund. If not please contact me directly at the number listed below.Sincerely,[redacted]

At the crux of the matter it seems this customer had a negative experience with our company and we would like to first and foremost apologize for that experience. We are in the service industry so a customer’s experience is the lifeblood of our company’s success. This complaint has allowed us to...

dive into the specific issues the customer alleges and will hopefully allow us to improve on processes and training. As to the specifics of the customer’s complaint we offer the following:To start please be advised that while we do provide service plans to satellite TV subscribers we are a totally separate company and are not affiliated with [redacted]. We do not share or intercept [redacted] calls. The only way a consumer can reach our company is by calling us directly. This means the customer did not dial 1-800-[redacted], as a call to that number would have reached [redacted]s corporate office. Satellite TV providers (as well as cable providers) offer protection plans that can be purchased on a monthly basis for a set price. Our company offers termed coverage plans that give a heavy savings over the provider’s monthly plans for a onetime fee. For example our customers may secure 2 years of coverage for a onetime fee of $79.99 as opposed to paying $7 plus dollars per month. Our plan covers basic satellite dish parts and components and technical support as well labor for technicians if a service call is needed. Our plan additionally has a service call reimbursement process in which we reimburse customers out of pocket expenses should their service provider charge them for a service call. This particular customer first contacted us on 3/9/2014. All of our call operators are required to follow a script which clearly delineates our company as a separate entity from their service provider as well as explains the cost savings the customer can receive with our plan. In addition each sale undergoes a two part confirmation process which outlines the terms and conditions of the service plan. They were contacted on 2/9/2015 to discuss the renewal since they purchased a one year plan. The customer purchased a total of 2 plans. In good faith we will mail them a refund check for the full amount as they wish.We hope this adequately answers the customer’s complaint as well as provides them with the desired outcome, which we believe was a full refund. If not please contact me directly at the number listed below.

Our phone agents are required to follow a script on each phone call. The phone agent explained we are not affiliated with the service provider [redacted]) and then explained how our third party protection plan works. Pay TV providers offer protection plans that can be purchased on a monthly basis for...

a set price. Our company offers termed coverage plans that give a heavy savings over the provider’s monthly plans for a onetime fee. Customers who subscribe through their providers may cancel their monthly plan and exclusively use our discounted plan. We have reviewed this customers account and see they requested to be cancelled earlier today and a refund is in process. It should take about 24-72 hours for the customer to see it on their end.

We offer new service for [redacted], [redacted], as well as other TV and Internet services, as well as a third party protection plan for Pay TV service. When a call is placed to us our call operators are required to follow a script which clearly delineates our company as a separate entity from their...

service provider as well as explains the cost savings the customer can receive with our protection plan.  In addition, each sale undergoes a two-part confirmation process which outlines the terms and conditions of the service plan. We informed them several times on the phone call that we are not part of [redacted] however our discounted protection plan cover [redacted] service (as well as several other Pay TV services.) Please keep in mind, if we were a fraudulent company we would NOT have given the customer the number to their service provider. [redacted] has call centers all over the world with thousands of people answering the phone. As we are not part of [redacted] not every agent in their call center is trained on our plans or even aware they exist.   We reviewed the initial sales call and found no errors. In addition, we reviewed the subsequent calls made by the customer to cancel this plan and found that the customer was indeed transferred to 3 people to cancel, which should not have been the case. The customer service rep should have complied with the customer’s request to cancel without any issues. For that we sincerely apologize. It seems that the customer was in already refunded. It is our policy to refund customers who wish to cancel immediately. We realize a customer could just contact their credit card company and dispute so it makes no sense for us to "fight" a cancellation. The customer service rep that handled this call will be reprimanded.   We believe this should alleviate the customers complaint.

To start please be advised that while we do provide service plans to satellite ** subscribers we are a totally separate company and are not affiliated with [redacted]. We do not share or intercept [redacted] calls. The only way a consumer can reach our company is by calling us directly. This means the...

customer did not dial 1-800-[redacted], as a call to that number would have reached [redacted]s corporate office. Satellite ** providers (as well as cable providers) offer protection plans that can be purchased on a monthly basis for a set price. Our company offers termed coverage plans that give a heavy savings over the provider’s monthly plans for a onetime fee. For example our customers may secure 2 years of coverage for a onetime fee of $79.99 as opposed to paying $7 plus dollars per month. Our plan covers basic satellite dish parts and components and technical support as well labor for technicians if a service call is needed. Our plan additionally has a service call reimbursement process in which we reimburse customers out of pocket expenses should their service provider charge them for a service call.  This particular customer first contacted us on 1/29. All of our call operators are required to follow a script which clearly delineates our company as a separate entity from their service provider as well as explains the cost savings the customer can receive with our plan. In addition each sale undergoes a two part confirmation process which outlines the terms and conditions of the service plan. They called us back the same day to cancel and were issued a full refund.We do NOT upgrade equipment. We understand the customer would be concerned, but can assure you their credit card information will not be used and we are PCI compliant.  [redacted] has call centers all over the world with ten thousand plus people answering the phone. As we are not part of [redacted] not every agent in their call center is trained on our plans or even aware they exist. We provide third party plans.

[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]