Dear Sir or Madam:Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint filed by the Complainant with the Revdex.com, Incregarding his Contractors' Preferred Protection Plan Service Contract (“the Plan”)The Complainant contends that there has been a delay in processing his claim and requests for repairs to be completed immediatelyAdditionally, the Complainant requests for some consideration to be given for a window air conditioning unit that he purchased for the time he was without an air conditioner.Our records reflect that on July 10, 2016, the Complainant initiated claim number [redacted] on his air conditioner indicating that the unit was not running and had a burning smellSNW assigned the claim to [redacted] Comfort Inc(“***”), as the service providerA service appointment was scheduled and completed on July 18, 2016, where a deductible of $was incurred by the Complainant per the Plan termsOn this same date, [redacted] determined that parts were needed to complete the repair on the unit and advised SNW of an additional processing fee of $that would be chargedAlthough the Plan did not cover this type of fee, the Complainant paid the fee along with the associated tax to [redacted] totaling $in order to move forward with the repairThe repair to the Complainant’s air conditioner was completed by [redacted] on July 18, 2016.On July 20, 2016, SNW contacted the Complainant and agreed to reimburse the $out of pocket expense incurred by the Complainant for repair of his unitIn consideration of the delay, SNW also agreed to reimburse the Complainant the $deductible incurred during the same service appointmentIn regards to the Complainant’s purchase of a window air conditioning unit while awaiting repair to his air conditioner, SNW has agreed to reimburse him for the retail price of the Plan in the amount of $Although we are refunding the retail price of the Plan to the Complainant, the Plan will remain inforce until its expiration date of February 7, 2018.SNW is in the process of requesting a refund check in the amount of $as a result of the refund amounts referenced above ($+ $+ $= $634.99)Once this request is processed, a check will be issued and mailed to the ComplainantPursuant to our conversation with the Complainant, he is satisfied with our response and the steps taken to resolve the referenced claim.We trust that we have satisfactorily responded to your inquiry and apologize for any inconvenienceShould you have any questions or require additional information, please contact the undersigned and reference our file number [redacted] Sincerely, [redacted] ***
Dear Sir or Madam: Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding an [redacted] Extended Service Plan (“the Plan”)The Complainant contends that she purchased the Plan with the understanding that [redacted] would be the direct service providerHowever, when calling to initiate service on her unit she was informed that she could not have [redacted] as the service provider, and for that reason, she is requesting a full refund for the amount paid for the PlanOur records reflect that on August 14, 2015, the Complainant purchased the PlanAt the time of purchase the Complainant was advised that the service providers utilized for repairs are [redacted] authorized and certified servicers, but there is no guarantee of providing an actual [redacted] servicerThe scheduling of an [redacted] servicer is dependent on the appointment days and times availableOn February 13, 2017, the Complainant contacted SNW regarding her freezer, which was not operating properlySpecifically, the freezer fan was not working and the freezer was too warmA claim was initiated (claim number 11235424) and assigned to [redacted] Factory Service (“***”), an [redacted] authorized servicer, for repair servicesThe Complainant stated that she did not want [redacted] as the servicer and on February 14, 2017, SNW reassigned the repair to another [redacted] authorized servicer, ***’s Appliance Repair (“FAR”)SNW advised the Complainant, via voicemail that FAR would contact her to arrange an appointmentOn March 2, 2017, the Complainant contacted SNW stating that she did not want FAR as the servicer, and demanded for [redacted] to service her unit or she would cancel the PlanSNW informed the Complainant that it would try to arrange for [redacted] as the servicer, but could not guarantee a scheduled appointment with [redacted] SNW advised the Complainant on March 3, 2017, that [redacted] was unavailable and could not be assigned to her claim for serviceAs a result, the Complainant requested for the Plan to be cancelled and was advised that per the terms and conditions of the Plan, a prorated refund would be issuedIn pertinent part, the Plan states: CANCELLATION AND REFUNDYou may cancel this Contract at any time for any reasonIf You cancel this Contract within sixty (60) days of the date purchased, You will receive a refund of the full purchase price less any claimsIf You cancel this Contract thereafter, You will be refunded the remaining days of coverage on a monthly prorated basis, less costs for service performed (if applicable)Neither You, the Dealer or We are obligated to renew this Contract beyond the current termIn light of this complaint and in order to resolve this matter without further delay, SNW will agree to issue a full refund the Complainant, via check, in the amount of $213.36, within the next daysI trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file number, Sincerely,See attachments
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding his [redacted] Replacement Plan (“the Plan”)The Complainant contends that there has been a delay in processing a refund of the Plan’s premiumOur records reflect that on August 18, 2015, the Complainant submitted a cancellation request to SNW for his Plan, which automatically renewed after one yearSNW sent this information to [redacted] , the parent company of [redacted] ***On August 25, 2015, SNW received confirmation that the Plan did renew on August 11, SNW subsequently loaded the contract into its system and then cancelled it on September 1, SNW then requested that [redacted] finalize the cancellation and issue a refund.On November 2, 2015, the Complainant called SNW to indicate that he had previously cancelled his Plan and requested a refund of the premium, with the expectation that it would be issued within 10-business daysNo refund had been issued to dateOn November 10, 2015, SNW followed up with [redacted] regarding the cancellation and pending refundOn November 12, 2015, SNW received confirmation that the refund was being processedHowever, [redacted] then advised that the refund was processed unsuccessfully because the Complainant’s credit card on file was expiredTherefore, a manual check is being generated and will be issued to the Complainant within daysWe apologize for any inconvenience caused in this matterI trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file number.Sincerely, [redacted]
[redacted] Dear Sir or Madam: Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding his Easy Exchange Plus Service Contract (“the Plan”)The Complainant contends that there has been a delay in processing a refund of the Plan’s deductibleOur records reflect that on October 1, 2015, the Complainant contacted SNW to set up a claim under the PlanAt this time, the Complainant was advised that a $deductible was required pursuant to the terms and conditions of the PlanThe Complainant declined claim setupOn December 4, 2015, the Complainant contacted SNW, provided payment of the $deductible, and a claim was set upThe Complainant stated that half of his cell phone screen was black due to the unit being droppedLater that same day, the Complainant again contacted SNW advising that he found a replacement phone that was less than the deductible chargedThe Complainant cancelled the claim previously set up that day and requested a refund of the deductible from SNWA refund for the $deductible was requested and the Complainant was advised to expect the refund issued back to the credit card on file within 48-hoursThe Complainant called SNW on December 9, 2015, to indicate that he had requested a refund of the Plan’s deductible with the expectation that it would be issued within 48-hoursAfter further review, SNW found that no refund had been issued to date due to system errorsSNW sent a second request for a refund of the $deductible and the Complainant was again advised to expect a refund within 48-hoursOn December 11, 2015, SNW received the Revdex.com complaint in which the Complainant requested refund of the $deductible and a return of the premium paid for the PlanSNW sent the refund of premium request to TracFone and followed up on the deductible refund requestOn December 14, 2015, SNW issued and verified payment for the deductible, in the amount of $back to the Complainant’s credit card on fileOn December 16, 2015, SNW received verification from TracFone that they would be issuing a refund to the Complainant of the full retail premium of $paid on the PlanThe premium refund was approved by TracFone management on December 18, On December 22, 2015, SNW received confirmation that a full refund of total premium paid of $was being processed and that payment in the amount of $will be issued back to the Complainant’s credit card on fileThe remaining $will be issued to the Complainant, via check, within daysWe apologize for any inconvenience this may have caused the ComplainantShould you have any questions or require additional information, please contact me directly and reference our file numberSincerely, [redacted]
Please accept this response to the above referenced complaint filed by the Complainant on behalf of [redacted] regarding an HVAC Service Contract (“the Plan”) The Plan was underwritten by [redacted] and administered by Service Net Warranty, LLC (“SNW”) The Complainant requests a full refund of the Plan’s retail contract price The record shows that on May 2, 2016, the Complainant purchased the Plan for $493.11, and made a partial payment in the amount of $ The remaining Plan balance of $was paid on July 2, On September 12, 2016, the Complainant contacted SNW to cancel the Plan According to Section of the Plan, it states: CANCELLATION You may cancel this Contract for any reason during the first thirty (30) days after it is issued and obtain a full refund of the purchase price less any services or claims provided or paid After the first thirty (30) days, You will receive a pro rata refund based on the term remaining on Your Contract In either case, the refund will be reduced by the value of any services or claims provided or paid plus any applicable administrative fees Since the Plan was cancelled after the first thirty (30) days of issuance, per the Plan terms and conditions SNW issued a pro-rated refund to the Complainant in the amount of $ This refund was credited on September 21, 2016, to the Complainant’s credit card on file with account number ending Although it is not required, SNW in good faith has agreed to refund the Plan’s remaining retail contract price amount of $to the Complainant in order to bring resolution to this matter The refund was again credited to the Complainant’s credit card on file with account number ending 7198, on October 6, On this same date, SNW contacted the Complainant and left a message stating the remaining portion of the Plan’s retail contract price was being refunded Please contact me if you have any questions regarding this file Thank you Sincerely, [redacted]
March 24, Revdex.com, IncConciliation Department S4th Street Louisville, KY 40203- Re: Complainants: [redacted] : Service Net Warranty, LLC Revdex.com File No.: Our File No.: GCS- Dear Sir or Madam: Service Net Warranty, LLC (“SNW”) is responding to the rebuttal responses received from the Revdex.com on 3/6/17, and 3/14/17, in which the Complainant contends that SNW’s proposed resolution would not resolve her original complaint regarding the [redacted] Repair Service Contract (“the Plan”) Further, the Complainant requests for a refund of the Plan’s purchase price of $in addition to the business costs of $3,incurred for the seven (7) days beyond the guaranteed repair period In the previous response dated 3/2/17, SNW advised that a full refund of the Plan purchase price based on Section SERVICE EXPRESS was being processed in the amount of $and to allow 7-business day for receipt On 3/2/17, SNW issued check #in the amount of $to the Complainant at her address on record SNW also explained that although the repair to the Complainant’s notebook was not completed within a five (5) business day timeframe as outlined under Section of the Plan, SNW is unable to reimburse the Complainant for any costs outside of the costs to repair or replace the notebook Pursuant to Section 22, the Plan states: INCIDENTAL/CONSEQUENTIAL DAMAGES AND WARRANTIES THE DEALER/RETAILER, THEIR AGENTS, CONTRACTORS OR LICENSEES WILL NOT UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING, BUT NO LIMITED TO, PROPERTY DAMAGE, LOST TIME, LOST DATA RESULTING FROM THE BREAKDOWN OR FAILURE OF ANY EQUIPMENT OR FROM DELAYS IN SERVICING OR THE INABILITY TO RENDER SERVICE ON ANY COVERED EQUIPMENT EXCLUSION IS MADE OF ANY IMPLIED WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE THERE ARE NO EXPRESS OR IMPLIED WARRANTIES MADE HEREIN Based on the Plan terms stated above, no additional monies are warranted to the Complainant including the request for business reimbursement of $3, In the rebuttal response received on 3/6/17, and 3/14/17, the Complainant indicated that her notebook, which is used for her business, was still not working properly upon return and had to send it back for further repairHowever, upon review, this situation does not alter SNW’s position regarding the issuance of any further reimbursement as discussed above and in our previous letter Please note, on 3/8/17, VT Services reported to SNW that upon receipt of the returned unit on 3/6/17, they were unable to duplicate the hardware failures on the notebook as described by the Complainant For that reason, VT Services stated that it was closing the claim as no failure found and returning the unit to the Complainant I trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file number Sincerely, [redacted]
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding a Service Contract (“the Plan”) purchased from [redacted] The Complainant asserts that SNW should honor coverage under the PlanOur records reflect that on January 22, 2016, the Complainant contacted SNW to initiate a claim under the Plan for a wireless modem citing that it was losing signal and not rebootingWhile in the process of initiating the claim, SNW discovered that the Plan had expired due to the fact that the wireless modem purchased by the Complainant included an Original Equipment Manufacturer (“OEM”) warranty of months for parts and laborHowever, the Plan purchased by the Complainant from [redacted] only supports claims on items with an OEM warranty of months or less.Since the Plan purchased by the Complainant has an OEM warranty that is longer than months, the sale of the Plan from [redacted] is invalid and the Complainant was advised on January 22, 2016, to contact [redacted] for cancellation and a full refund.On January 25, 2016, the Complainant contacted SNW and advised that the Plan’s Certificate of Coverage (“COC”) reflected an OEM warranty of monthsA copy of the COC was requested from the Complainant on January 27, On January 29, 2016, the Complainant contacted SNW and was advised that the Plan purchased from [redacted] only supports OEM warranties with a maximum of monthsThe Complainant was again informed to contact [redacted] to request cancellation and a full refund since the Plan is invalid due to the wireless modem having an OEM warranty of monthsOn February 1, 2016, the Complainant contacted SNW with the same complaintIn the interest of good customer service, SNW escalated the Complainant’s issue and received approval from SNW management to initiate a claim even though the Plan is invalidOn February 4, 2016, the Complainant was notified, via telephone, to forward the wireless modem to the SNW’s asset recovery center and was provided shipping instructionsA shipping invoice was also forwarded to the Complainant via emailUpon receipt of the shipped wireless modem, SNW will issue a check to the Complainant in the amount of $166.99, which represents the full retail price.I trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file numberSincerely, [redacted] [redacted]
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Sir or Madam:Please accept this response to the above referenced complaint filed by the Complainant related to a claim reported under an [redacted] Extended Service Contract (“the Plan”) administered by Service Net Warranty, LLC (“SNW”) The Complainant alleges that her ** Dryer was repaired multiple times but the issue has not been resolved The Complainant requests repair service or replacement of the unit.Our records show that on September 11, 2014, the Complainant contacted SNW to report a problem with her [redacted] Dryer, specifically gas smell emanating from the dryerA service provider, [redacted] Radio & Television Inc(“***”) was assigned to handle the repair During the repair service, the *** technician replaced the Gas Valve in the dryer, and tested the dryer for gas leakage, but there was none.On September 5, 2015, the Complainant reported that the issue has recurred, and another service provider, [redacted] Appliance Service (“ [redacted] Appliance“) was assigned to service the dryer The technician from [redacted] Appliance reported that the dryer Gas Valve was replaced, but SNW is unable to confirm because [redacted] Appliance did not obtain prior authorization from SNW for the Gas Valve replacement, and it has not received an invoice from [redacted] Appliance On December 15, 2015, the Complainant contacted SNW and reported that the Dryer will not start Accordingly, a technician from [redacted] Electronics of Alababma (“**”) was dispatched to handle the service The technician from [redacted] replaced the Switch Micro, Belt, PCB Assembly/Main, and PCB Assembly/Display in the dryer.On May 31, 2016, the Complainant contacted SNW and reported gas smell emanating from the dryer when the appliance is in use The Complainant’s request was initially denied as unrelated to the product failure; however a decision was made to re-open the claim for further service The Complainant is currently scheduled for an onsite service appointment with Unique Repair Services, on June 14, We will supplement our response as soon as we receive an update from SNW regarding the service.Please contact me if you have any questions regarding this file Thank you.Sincerely, [redacted]
[redacted] has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com, Incregarding a [redacted] Service Plan (the “Plan”)The Complainant contends that she did not receive a full refund of the Plan purchase price in a timely manner after cancellation [redacted] records reflect that on May 1, 2017, the Complainant contacted [redacted] to cancel the Plan and request a full refund in the amount of [redacted] Pursuant to the Complainant’s request, [redacted] cancelled the Plan effective May 1, The Complainant contacted [redacted] on May 18, 2017, to request a status of the refund and was advised that the standard processing time for a cancellation refund can take up to thirty (30) days to complete Unfortunately, there was an internal error in processing the Plan cancellation causing a delay in issuing a refund check to the ComplainantOn June 30, 2017, [redacted] contacted the Complainant to discuss the refund delay and advise that a refund check was being processed for the full purchase price amount The Complainant was satisfied with this status updateOn July 14, 2017, a full refund was issued to the Complainant in the amount of $104.65, via check number [redacted] The check was mailed to the Complainant’s address on file [redacted] attempted to contact the Complainant on July 17, 2017, and July 18, 2017, to verify receipt of the refund check; however, the Complainant was not available and messages were left for a return call To date, no call has been returned by the Complainant to [redacted] confirming receipt of the check As of July 24, 2017, [redacted] records do not show that check number [redacted] in the amount of [redacted] has been cashed by the ComplainantPlease have the Complainant advise if the refund check has not been received Otherwise, we will consider this matter closed We apologize for any inconvenience that this may have caused the ComplainantWe trust that the above addresses the issue raised in the complaintShould you have any questions or require additional information, please contact me directly and reference our file number, [redacted] Sincerely, [redacted]
March 24, 2017 RevDex.com 844 S. 4th Street Louisville, KY 40203-2186 Re: Complainant: [redacted] Company: AIG WarrantyGuard, Inc. Insurer: New Hampshire Insurance Company NAIC No.: [redacted] Plan No.: [redacted] Claim No.’s:... [redacted] BBB File No.: 12030508 Our File No.: [redacted] Dear Sir or Madam: AIG WarrantyGuard, Inc. (“AWG”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Office of the RevDex.com regarding a Maytag Extended Service Plan (“the Plan”). The Complainant contends that her dryer is still in need of repair after several unsuccessful repair attempts and has requested a new dryer under the Plan. AWG records reflect that between the dates of May 4, 2016, and September 19, 2016, there were two claims initiated under the Plan in which service dates were scheduled and repairs were completed on the dryer. The unit was checked by the servicer after each repair and the dryer was reported as functioning properly. On February 2, 2017, the Complainant contacted AWG to report that the dryer would not run and was making a clicking sound. A claim was initiated and assigned to [redacted] Appliance for repair services and a service date was scheduled for February 8, 2017. Following the service appointment, the necessary part for repair was ordered by [redacted] Appliance. On February 13, 2017, AWG contacted the Complainant to advise that the necessary part was ordered and it had an expected arrival date of February 25, 2016. The Complainant contacted AWG on February 24, 2017, to request a lemon review and AWG initiated this review under the Plan. AWG completed the lemon review on February 28, 2017, and advised the Complainant that the unit did not qualify as a lemon under the Plan since the same component on the dryer must fail three (3) times and require a fourth (4th) repair as stated under Section 5. Product Coverage, Subsection No Lemon Guarantee. During this same call, the Complainant advised AWG that [redacted] Appliance installed a fuse on the dryer on February 27, 2017, and she tried to use the dryer after the repair and it broke again. AWG initiated a rework order, a period of time in which the service provider warranties its work, and it was assigned to [redacted] Appliance with a service appointment scheduled for March 7, 2017. On March 8, 2017, the Complainant contacted AWG to advise that [redacted] Appliance did not show for the scheduled appointment. In light of this complaint and in order to resolve this matter without further delay, AWG has agreed to offer the Complainant a buyout settlement of the dryer pursuant to the Plan terms and conditions under Section 5. Product Coverage, Subsection Repair Plan, which states: 5. Product Coverage. Repair Plan If We are unable to repair Your covered Product or We deem that repair is not cost effective, We have the option, at Our sole discretion, to replace Your covered Product with a cash settlement or gift card based on the price of a replacement product or provide a replacement product of similar features and functionality, not including delivery/installation fees. The value of the cash settlement or gift card will be determined according to the age of the covered Product using the following schedule: Product Age Reimbursement Amount 1-5 years 75% of purchase price of the replacement product Since the Complainant’s dryer was purchased in 2013, it falls within the 1-5 year range with a reimbursement amount of 75% of the retail value of the unit which is $801.80. Based on this analysis, AWG offered a buyout settlement to the Complainant for the dryer in the amount of $601.35 ($840.80 x 75% = $601.35). AWG contacted the Complainant on March 13, 2017, to extend the buyout settlement offer, which was accepted. The buyout settlement was processed by AWG on March 16, 2017, and check # 212007 in the amount of $601.35 was issued and mailed to the Complainant at the address on record. I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number, ***. Sincerely, [redacted] See attachments.
SEE ATTACHMENT FOR ORIGINAL.On behalf of Service Net Solutions of Florida, LLC (“SNSF”) we are responding to the follow up regarding the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding his Repair Coverage Service Plan (“the Plan”)The Complainant contends that his computer, as a complete unit, qualifies as a “part,” and thus should be replaced as a lemon under the No Lemon GuaranteeOur records indicate that between the dates of June 29, and June 30, 2015, the Complainant’s computer has been repaired on four separate occasions, with only two of the service repairs representing the same problem and involving the same part, with two separate claim numbersThe two additional issues were accidental damage claimsIn order to qualify as a lemon, the computer would have to have had three service repairs with three separate claim numbers for the same issue and with the same part replaced each time, and a fourth separate claim reported (with a new claim number issued) that involved the same part as the other three service repairsThis does not include repairs done under the manufacturer’s warranty or reworksBetween the dates of July 24, and July 29, 2015, several calls were exchanged with the Complainant whereas the Complainant stated that his computer was a lemon and requested a replacementOn July 29, 2015, the Complainant was informed that it was determined that per the Terms and Conditions of the Plan, the computer does not qualify as a lemonThe Plan states: NO LEMON GUARANTEEDuring the term of this Contract, when three service repairs, with three separate claim numbers, have been completed on the same part, and that same part requires repair under a fourth claim number, as determined by Us, Your Product will be replaced with a Product with comparable specifications by Us, not to exceed the original retail purchase priceIn the event a comparable replacement cannot be located, a buyout, not to exceed the cur-rent market value of a Product with comparable specifications, will be providedThis does not include repairs necessary during the manufacturer’s warranty period, rework/callback service required after initial service, during the warranty of work period provided by the Service Company, or previous service Contract termsOnce you have received Your Product replacement or buyout all contractual obligations under this Contract have been fulfilledTechnological advances may result in a replacement product with a lower selling price than the original ProductIf We buyout the contract, the covered product becomes property of Service Net and We may, at Our discretion, require the product to be returned to Us (or our designee) at Our expenseThe complainant contends that [redacted] .com lists a part number for each product, and thus the computer should be considered a partThe Complainant notes that the computer has been repaired on four occasions, meeting the requirement of a lemon and should be replaced.In lieu of a model number, the manufacturer, MSI, references item codes on their specification siteDue to lack of additional fields on the [redacted] .com website, the item code is referenced in the field known as part codeAs the computer is referred to as a part code in lieu of model number, and the context of the Plan terms and conditions makes clear that covered repairs involve individual component parts of the computer, the unit itself is not considered a part under the terms of the PlanOn August 7, 2015, SNSF explained the Plan’s No Lemon Guarantee to the Complainant and advised that due to the aforementioned; the computer did not qualify as a lemonAlthough the complainant claims/alleges [redacted] told him he was eligible for a replacement computer from SNSF, [redacted] has informed us that they have no record of this and that the complainant was told it was a valid denialIn any event, it is the terms and conditions of the Plan that determines coverageIf the computer is still in need of repair, please have the complainant contact us for repair serviceI trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file number.Sincerely, [redacted]
[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12418699, and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
On behalf of Service Net Warranty, LLC (“SNW”), we are supplementing our previous response dated August 26, 2015, with a status update regarding the abovecaptioned complaint which was filed in the name of the Complainant with the Revdex.com regarding a Repair Coverage Service Plan owned by *** [redacted] *“the Plan”).In our previous letter, it was indicated that given the circumstances surrounding this claim, specifically the identity of the contract holder, a further review was being conducted before any final solution can be processed, per SNW claims guidelinesUpon review and after speaking with the Complainant to verify her identity and the circumstances surrounding the filing of her claim and subsequent status calls involving her and/or her sister, SNW made a decision to fulfill the replacement request for the individual calling in as Ms [redacted] The replacement television was purchased on September 22, 2015, and was shipped on September 24, 2015, via UPSAs per the Complainant’s request, the unit was shipped to her sister, Ms [redacted] .I trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file number.Sincerely, [redacted]
March 10, [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] Dear Sir or Madam: AIG WarrantyGuard, Inc (“AWG”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com, Inc(“Revdex.com”) regarding a [redacted] Service Plan (“the Plan”)The Complainant contends that his dryer is in need of repair and requests for the Plan he purchased to be honored so that a claim can be set up for the dryer repair Our records reflect that on December 15, 2016, the Complainant purchased the Plan for his dryer online During the online purchase, the Complainant entered a date of purchase for the dryer as May 13, 2016, and the Plan was issued with an effective date of May 14, On December 16, 2016, the Complainant contacted AWG to advise that the date of purchase for the dryer was incorrectly stated on the Plan as May 13, AWG contacted [redacted] and verified that the date of purchase for the dryer was February 17, Based on this information, AWG advised the Complainant that the Plan he purchased was invalid due to the incorrect date of purchase being entered for the dryer AWG further explained to the Complainant that he would need to cancel the Plan he purchased on December 15, 2016, and purchase a new plan with the dryer’s correct date of purchaseThe Complainant inquired about the cost of a new plan and AWG transferred him to the pertinent department for this information The Complainant contacted AWG again on January 21, 2017, to set up a claim on his dryer for repair AWG denied the claim because the contract was invalid due to the incorrect date of purchase on the Plan Between January 21, 2017, and March 1, 2017, the Complainant requested to have the date of purchase for the dryer corrected on the Plan so he could set up a claim for repair AWG advised the Complainant that it was unable to change the date of purchase on the Plan and further informed the Complainant that he must cancel the Plan then purchase a new plan with the dyer’s correct date of purchaseThe reason this is required is because the price of the plan is necessarily determined by the age of the productTherefore, a plan covering a dryer purchased in does not have the same cost as a plan covering a dryer purchased in AWG cannot simply update the purchase date; a new, valid contract must be purchased On March 2, 2017, the Complainant submitted a written request to AWG to have the Plan cancelledIn turn, AWG cancelled the Plan on March 2, 2017, and a full refund was credited back to the Complainant’s credit card on file in the amount of $ As stated above, the Complainant must purchase a new plan with the correct date of purchase for the dryer in order to set up a claim for repair I trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file number, Sincerely, [redacted]
[redacted] WarrantyGuard, Inc(“***”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding her [redacted] Service Contract (“the Plan”) The Complainant contends her microwave is still in need of repair, is unhappy with the settlement offers from [redacted] and has requested a full refund of the retail contract price of the Plan Our records reflect that on February 10, 2016, the Complainant contacted [redacted] directly regarding her microwave not heating [redacted] offered the Complainant a plan that would cover the initial repair of the microwave along with coverage for an additional year The Initial Service Event covered the service call, components, parts and repairs necessary to correct the failure that was reported at the time the Plan was purchased in order to return the unit to its proper operating condition After the Complainant purchased the Plan, a claim was assigned to [redacted] Atlanta Inc(“ [redacted] ***”) for repair services [redacted] arrived on the same day to diagnose the issue and order the necessary repair partsOn February 16, 2016, [redacted] completed the repairs, tested the unit and concluded that the microwave was functioning properly On August 6, 2016, the Complainant advised [redacted] that the microwave was not heating properly again and a new claim was initiated After review, [redacted] determined not to proceed with additional repairs because any additional repairs would surpass the unit’s original purchase price of $ Pursuant to Section of the Plan, [redacted] reserves the right in making the decision to repair or exchange the unit, or buyout the Plan: SERVICE EVENTAfter We authorize Your claim, We will at Our option complete the lesser of (a) the repair of Your product with new or refurbished parts(b) Exchange or Buyout your Contract as provided in Section The decision to repair, replace or Exchange or Buyout will be made solely by Us If Your product requires repair, service will be provided by an authorized service provider You may be asked to provide proof of purchase as a condition for receiving service under the Service Contract NOTE: An Exchange or Buyout cannot occur on the Initial Service Event, only subsequent Service Events Your original, itemized purchase receipt should only be kept with this Contract Non-itemized billing statements will not be acceptedSection of the Plan establishes the Exchange or Buyout options as follows: EXCHANGE OR BUYOUTFor service required during the Coverage Period, but after the Initial Service Event, We have the option, at Our sole discretion, to (a) Exchange Your Product with a replacement product with similar features and functionality, or (b) Buyout Your Product with a cash settlement based on the original purchase price of the covered Product, excluding taxes, delivery and installation feesThe value of the Exchange or Buyout will be determined according to the age of the covered Product using the following depreciation schedule: Product Age Reimbursement Amount 1-years 75% of Original purchase price of the covered Product 6-years 45% of Original purchase price of the covered Product On August 12, 2016, [redacted] contacted the Complainant and offered her the option of a replacement product, Model AMV1150VAS, or a cash settlement of $in consideration of the 75% depreciation schedule above ($ x 75% = $126.75) The Complainant was dissatisfied with both offers and requested a full refund of the retail contract price of the Plan in the amount of $If [redacted] cancelled and refunded the Plan per the Complainant’s request, she would only be due a refund of $as stated in Section of the Plan ($– $claims paid under the Plan = $6.13) [redacted] maintains that its settlement offers provided to the Complainant on August 12, 2016, are compliant with the terms and conditions of the Plan We recommend for the Complainant to contact [redacted] to inform which settlement offer is acceptable to resolve this complaint I trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file numberSincerely, [redacted] See attachment for original
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Nothing has been resolved to this point in time I have received lie after lie and story after story We are rapidly approaching weeks and this issue continues I was most recently told on 4/20/that within hours I would have a gift card for $ hours later and I have not received it however I did receive yet ANOTHER shipment from [redacted] with a shipping package and label to return the damaged phone to them The problem is they have had the phone for Three weeks now I feel DEFRAUDED, lied to and the victim of THEFT] Regards, [redacted]
January 19, Revdex.com, IncS4th Street Louisville, KY 40203- Re: Complainant: [redacted] Company: AIG WarrantyGuard, Inc Revdex.com File No.: [redacted] Our File No.: [redacted] Dear Sir or Madam: AIG WarrantyGuard, Inc(“AWG”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding her Whirlpool Repair Service Plan (“the Plan”) The Complainant contends that her dishwasher has not been repaired, requests a full refund of the Plan purchase price, and states there has been a delay in processing the refund The records reflect that on October 25, 2016, the Complainant contacted AWG regarding her dishwasher, which was not draining properlyThe Complainant initiated a claim on the dishwasher which was assigned to [redacted] Appliance Service (“***”) on October 26, However, [redacted] never received the request for service of the Complainant’s unit which contributed to the delay in service Then as a result of a system error AWG did not get notice of the service delay or that the claim remained open The Complainant did not contact AWG again regarding service until December 21, On this date, AWG found that [redacted] never completed service so a new claim was initiated and assigned to A&E Factory Service (“A&E”) for a service appointment on December 27, AWG contacted the Complainant on December 26, 2016, to discuss the claim at which time she requested cancellation and refund of the Plan The Complainant contacted AWG on January 4, 2017, for a status on the refund and was advised to allow an additional -days for processing A full refund of the Plan purchase price totaling $(in two refund payments of $and $21.23) was issued back to the Complainant’s credit card on file on January 18, I trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file numberSincerely, [redacted]
Please accept this response to the above referenced consumer complaint filed by Ms [redacted] in relation to the repair/replacement of her Laptop/ [redacted] submitted under a Service Contract administered by Service Net Solutions, LLC("Service Net") on behalf of AIU (AIG)????? As a matter of background Ms [redacted] contacted Service Net to report an issue with her Laptop/ [redacted] on May 10, A service provider, [redacted] Guru was assigned to evaluate and repair the unitOn June 5, 2014, Service Net issued a payment in the amount of $(under check number 120357) to [redacted] Guru for parts ordered for the repairsOn July 24, 2014, Ms [redacted] contacted Service Net to advise that the repair had not been completedAccordingly, Service Net contacted the service provider who responded that the repair was completedThere are notes on file indicating that between August 12, and November 19, 2014, Service Net made unsuccessful attempts to confirm with the service provider whether the repair was actually completedAs a result, Service Net offered Ms [redacted] the option to hire a service provider for the repairs and submit the bill for reimbursement On December 3, 2014, Service Net requested the original service provider to return the unit to Ms [redacted] The unit was returned unrepairedOn December 8, 2014, Service Net offered a buyout in the amount of $1,to Ms [redacted] to resolve the issue and she has accepted itThe amount represents the retail amount paid by Ms [redacted] of the unitWe anticipate that Ms [redacted] will receive a check in the same amount within the next to business days Please contact me if you have any questions regarding this fileThank you
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have never received the $115 check referenced by the provider. I request proof of payment from the provider - i.e, copy of both the front and back of the cashed check. If no proof if available, I request payment to me of the remaining refund. Also, I object to the service charge by the provider. I want that refunded back to me. If you have questions, please call me. Thank you. Regards, [redacted]
Dear Sir or Madam:Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint filed by the Complainant with the Revdex.com, Incregarding his Contractors' Preferred Protection Plan Service Contract (“the Plan”)The Complainant contends that there has been a delay in processing his claim and requests for repairs to be completed immediatelyAdditionally, the Complainant requests for some consideration to be given for a window air conditioning unit that he purchased for the time he was without an air conditioner.Our records reflect that on July 10, 2016, the Complainant initiated claim number [redacted] on his air conditioner indicating that the unit was not running and had a burning smellSNW assigned the claim to [redacted] Comfort Inc(“***”), as the service providerA service appointment was scheduled and completed on July 18, 2016, where a deductible of $was incurred by the Complainant per the Plan termsOn this same date, [redacted] determined that parts were needed to complete the repair on the unit and advised SNW of an additional processing fee of $that would be chargedAlthough the Plan did not cover this type of fee, the Complainant paid the fee along with the associated tax to [redacted] totaling $in order to move forward with the repairThe repair to the Complainant’s air conditioner was completed by [redacted] on July 18, 2016.On July 20, 2016, SNW contacted the Complainant and agreed to reimburse the $out of pocket expense incurred by the Complainant for repair of his unitIn consideration of the delay, SNW also agreed to reimburse the Complainant the $deductible incurred during the same service appointmentIn regards to the Complainant’s purchase of a window air conditioning unit while awaiting repair to his air conditioner, SNW has agreed to reimburse him for the retail price of the Plan in the amount of $Although we are refunding the retail price of the Plan to the Complainant, the Plan will remain inforce until its expiration date of February 7, 2018.SNW is in the process of requesting a refund check in the amount of $as a result of the refund amounts referenced above ($+ $+ $= $634.99)Once this request is processed, a check will be issued and mailed to the ComplainantPursuant to our conversation with the Complainant, he is satisfied with our response and the steps taken to resolve the referenced claim.We trust that we have satisfactorily responded to your inquiry and apologize for any inconvenienceShould you have any questions or require additional information, please contact the undersigned and reference our file number [redacted] Sincerely, [redacted] ***
Dear Sir or Madam: Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding an [redacted] Extended Service Plan (“the Plan”)The Complainant contends that she purchased the Plan with the understanding that [redacted] would be the direct service providerHowever, when calling to initiate service on her unit she was informed that she could not have [redacted] as the service provider, and for that reason, she is requesting a full refund for the amount paid for the PlanOur records reflect that on August 14, 2015, the Complainant purchased the PlanAt the time of purchase the Complainant was advised that the service providers utilized for repairs are [redacted] authorized and certified servicers, but there is no guarantee of providing an actual [redacted] servicerThe scheduling of an [redacted] servicer is dependent on the appointment days and times availableOn February 13, 2017, the Complainant contacted SNW regarding her freezer, which was not operating properlySpecifically, the freezer fan was not working and the freezer was too warmA claim was initiated (claim number 11235424) and assigned to [redacted] Factory Service (“***”), an [redacted] authorized servicer, for repair servicesThe Complainant stated that she did not want [redacted] as the servicer and on February 14, 2017, SNW reassigned the repair to another [redacted] authorized servicer, ***’s Appliance Repair (“FAR”)SNW advised the Complainant, via voicemail that FAR would contact her to arrange an appointmentOn March 2, 2017, the Complainant contacted SNW stating that she did not want FAR as the servicer, and demanded for [redacted] to service her unit or she would cancel the PlanSNW informed the Complainant that it would try to arrange for [redacted] as the servicer, but could not guarantee a scheduled appointment with [redacted] SNW advised the Complainant on March 3, 2017, that [redacted] was unavailable and could not be assigned to her claim for serviceAs a result, the Complainant requested for the Plan to be cancelled and was advised that per the terms and conditions of the Plan, a prorated refund would be issuedIn pertinent part, the Plan states: CANCELLATION AND REFUNDYou may cancel this Contract at any time for any reasonIf You cancel this Contract within sixty (60) days of the date purchased, You will receive a refund of the full purchase price less any claimsIf You cancel this Contract thereafter, You will be refunded the remaining days of coverage on a monthly prorated basis, less costs for service performed (if applicable)Neither You, the Dealer or We are obligated to renew this Contract beyond the current termIn light of this complaint and in order to resolve this matter without further delay, SNW will agree to issue a full refund the Complainant, via check, in the amount of $213.36, within the next daysI trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file number, Sincerely,See attachments
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding his [redacted] Replacement Plan (“the Plan”)The Complainant contends that there has been a delay in processing a refund of the Plan’s premiumOur records reflect that on August 18, 2015, the Complainant submitted a cancellation request to SNW for his Plan, which automatically renewed after one yearSNW sent this information to [redacted] , the parent company of [redacted] ***On August 25, 2015, SNW received confirmation that the Plan did renew on August 11, SNW subsequently loaded the contract into its system and then cancelled it on September 1, SNW then requested that [redacted] finalize the cancellation and issue a refund.On November 2, 2015, the Complainant called SNW to indicate that he had previously cancelled his Plan and requested a refund of the premium, with the expectation that it would be issued within 10-business daysNo refund had been issued to dateOn November 10, 2015, SNW followed up with [redacted] regarding the cancellation and pending refundOn November 12, 2015, SNW received confirmation that the refund was being processedHowever, [redacted] then advised that the refund was processed unsuccessfully because the Complainant’s credit card on file was expiredTherefore, a manual check is being generated and will be issued to the Complainant within daysWe apologize for any inconvenience caused in this matterI trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file number.Sincerely, [redacted]
[redacted] Dear Sir or Madam: Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding his Easy Exchange Plus Service Contract (“the Plan”)The Complainant contends that there has been a delay in processing a refund of the Plan’s deductibleOur records reflect that on October 1, 2015, the Complainant contacted SNW to set up a claim under the PlanAt this time, the Complainant was advised that a $deductible was required pursuant to the terms and conditions of the PlanThe Complainant declined claim setupOn December 4, 2015, the Complainant contacted SNW, provided payment of the $deductible, and a claim was set upThe Complainant stated that half of his cell phone screen was black due to the unit being droppedLater that same day, the Complainant again contacted SNW advising that he found a replacement phone that was less than the deductible chargedThe Complainant cancelled the claim previously set up that day and requested a refund of the deductible from SNWA refund for the $deductible was requested and the Complainant was advised to expect the refund issued back to the credit card on file within 48-hoursThe Complainant called SNW on December 9, 2015, to indicate that he had requested a refund of the Plan’s deductible with the expectation that it would be issued within 48-hoursAfter further review, SNW found that no refund had been issued to date due to system errorsSNW sent a second request for a refund of the $deductible and the Complainant was again advised to expect a refund within 48-hoursOn December 11, 2015, SNW received the Revdex.com complaint in which the Complainant requested refund of the $deductible and a return of the premium paid for the PlanSNW sent the refund of premium request to TracFone and followed up on the deductible refund requestOn December 14, 2015, SNW issued and verified payment for the deductible, in the amount of $back to the Complainant’s credit card on fileOn December 16, 2015, SNW received verification from TracFone that they would be issuing a refund to the Complainant of the full retail premium of $paid on the PlanThe premium refund was approved by TracFone management on December 18, On December 22, 2015, SNW received confirmation that a full refund of total premium paid of $was being processed and that payment in the amount of $will be issued back to the Complainant’s credit card on fileThe remaining $will be issued to the Complainant, via check, within daysWe apologize for any inconvenience this may have caused the ComplainantShould you have any questions or require additional information, please contact me directly and reference our file numberSincerely, [redacted]
Please accept this response to the above referenced complaint filed by the Complainant on behalf of [redacted] regarding an HVAC Service Contract (“the Plan”) The Plan was underwritten by [redacted] and administered by Service Net Warranty, LLC (“SNW”) The Complainant requests a full refund of the Plan’s retail contract price The record shows that on May 2, 2016, the Complainant purchased the Plan for $493.11, and made a partial payment in the amount of $ The remaining Plan balance of $was paid on July 2, On September 12, 2016, the Complainant contacted SNW to cancel the Plan According to Section of the Plan, it states: CANCELLATION You may cancel this Contract for any reason during the first thirty (30) days after it is issued and obtain a full refund of the purchase price less any services or claims provided or paid After the first thirty (30) days, You will receive a pro rata refund based on the term remaining on Your Contract In either case, the refund will be reduced by the value of any services or claims provided or paid plus any applicable administrative fees Since the Plan was cancelled after the first thirty (30) days of issuance, per the Plan terms and conditions SNW issued a pro-rated refund to the Complainant in the amount of $ This refund was credited on September 21, 2016, to the Complainant’s credit card on file with account number ending Although it is not required, SNW in good faith has agreed to refund the Plan’s remaining retail contract price amount of $to the Complainant in order to bring resolution to this matter The refund was again credited to the Complainant’s credit card on file with account number ending 7198, on October 6, On this same date, SNW contacted the Complainant and left a message stating the remaining portion of the Plan’s retail contract price was being refunded Please contact me if you have any questions regarding this file Thank you Sincerely, [redacted]
March 24, Revdex.com, IncConciliation Department S4th Street Louisville, KY 40203- Re: Complainants: [redacted] : Service Net Warranty, LLC Revdex.com File No.: Our File No.: GCS- Dear Sir or Madam: Service Net Warranty, LLC (“SNW”) is responding to the rebuttal responses received from the Revdex.com on 3/6/17, and 3/14/17, in which the Complainant contends that SNW’s proposed resolution would not resolve her original complaint regarding the [redacted] Repair Service Contract (“the Plan”) Further, the Complainant requests for a refund of the Plan’s purchase price of $in addition to the business costs of $3,incurred for the seven (7) days beyond the guaranteed repair period In the previous response dated 3/2/17, SNW advised that a full refund of the Plan purchase price based on Section SERVICE EXPRESS was being processed in the amount of $and to allow 7-business day for receipt On 3/2/17, SNW issued check #in the amount of $to the Complainant at her address on record SNW also explained that although the repair to the Complainant’s notebook was not completed within a five (5) business day timeframe as outlined under Section of the Plan, SNW is unable to reimburse the Complainant for any costs outside of the costs to repair or replace the notebook Pursuant to Section 22, the Plan states: INCIDENTAL/CONSEQUENTIAL DAMAGES AND WARRANTIES THE DEALER/RETAILER, THEIR AGENTS, CONTRACTORS OR LICENSEES WILL NOT UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING, BUT NO LIMITED TO, PROPERTY DAMAGE, LOST TIME, LOST DATA RESULTING FROM THE BREAKDOWN OR FAILURE OF ANY EQUIPMENT OR FROM DELAYS IN SERVICING OR THE INABILITY TO RENDER SERVICE ON ANY COVERED EQUIPMENT EXCLUSION IS MADE OF ANY IMPLIED WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE THERE ARE NO EXPRESS OR IMPLIED WARRANTIES MADE HEREIN Based on the Plan terms stated above, no additional monies are warranted to the Complainant including the request for business reimbursement of $3, In the rebuttal response received on 3/6/17, and 3/14/17, the Complainant indicated that her notebook, which is used for her business, was still not working properly upon return and had to send it back for further repairHowever, upon review, this situation does not alter SNW’s position regarding the issuance of any further reimbursement as discussed above and in our previous letter Please note, on 3/8/17, VT Services reported to SNW that upon receipt of the returned unit on 3/6/17, they were unable to duplicate the hardware failures on the notebook as described by the Complainant For that reason, VT Services stated that it was closing the claim as no failure found and returning the unit to the Complainant I trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file number Sincerely, [redacted]
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding a Service Contract (“the Plan”) purchased from [redacted] The Complainant asserts that SNW should honor coverage under the PlanOur records reflect that on January 22, 2016, the Complainant contacted SNW to initiate a claim under the Plan for a wireless modem citing that it was losing signal and not rebootingWhile in the process of initiating the claim, SNW discovered that the Plan had expired due to the fact that the wireless modem purchased by the Complainant included an Original Equipment Manufacturer (“OEM”) warranty of months for parts and laborHowever, the Plan purchased by the Complainant from [redacted] only supports claims on items with an OEM warranty of months or less.Since the Plan purchased by the Complainant has an OEM warranty that is longer than months, the sale of the Plan from [redacted] is invalid and the Complainant was advised on January 22, 2016, to contact [redacted] for cancellation and a full refund.On January 25, 2016, the Complainant contacted SNW and advised that the Plan’s Certificate of Coverage (“COC”) reflected an OEM warranty of monthsA copy of the COC was requested from the Complainant on January 27, On January 29, 2016, the Complainant contacted SNW and was advised that the Plan purchased from [redacted] only supports OEM warranties with a maximum of monthsThe Complainant was again informed to contact [redacted] to request cancellation and a full refund since the Plan is invalid due to the wireless modem having an OEM warranty of monthsOn February 1, 2016, the Complainant contacted SNW with the same complaintIn the interest of good customer service, SNW escalated the Complainant’s issue and received approval from SNW management to initiate a claim even though the Plan is invalidOn February 4, 2016, the Complainant was notified, via telephone, to forward the wireless modem to the SNW’s asset recovery center and was provided shipping instructionsA shipping invoice was also forwarded to the Complainant via emailUpon receipt of the shipped wireless modem, SNW will issue a check to the Complainant in the amount of $166.99, which represents the full retail price.I trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file numberSincerely, [redacted] [redacted]
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Sir or Madam:Please accept this response to the above referenced complaint filed by the Complainant related to a claim reported under an [redacted] Extended Service Contract (“the Plan”) administered by Service Net Warranty, LLC (“SNW”) The Complainant alleges that her ** Dryer was repaired multiple times but the issue has not been resolved The Complainant requests repair service or replacement of the unit.Our records show that on September 11, 2014, the Complainant contacted SNW to report a problem with her [redacted] Dryer, specifically gas smell emanating from the dryerA service provider, [redacted] Radio & Television Inc(“***”) was assigned to handle the repair During the repair service, the *** technician replaced the Gas Valve in the dryer, and tested the dryer for gas leakage, but there was none.On September 5, 2015, the Complainant reported that the issue has recurred, and another service provider, [redacted] Appliance Service (“ [redacted] Appliance“) was assigned to service the dryer The technician from [redacted] Appliance reported that the dryer Gas Valve was replaced, but SNW is unable to confirm because [redacted] Appliance did not obtain prior authorization from SNW for the Gas Valve replacement, and it has not received an invoice from [redacted] Appliance On December 15, 2015, the Complainant contacted SNW and reported that the Dryer will not start Accordingly, a technician from [redacted] Electronics of Alababma (“**”) was dispatched to handle the service The technician from [redacted] replaced the Switch Micro, Belt, PCB Assembly/Main, and PCB Assembly/Display in the dryer.On May 31, 2016, the Complainant contacted SNW and reported gas smell emanating from the dryer when the appliance is in use The Complainant’s request was initially denied as unrelated to the product failure; however a decision was made to re-open the claim for further service The Complainant is currently scheduled for an onsite service appointment with Unique Repair Services, on June 14, We will supplement our response as soon as we receive an update from SNW regarding the service.Please contact me if you have any questions regarding this file Thank you.Sincerely, [redacted]
[redacted] has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com, Incregarding a [redacted] Service Plan (the “Plan”)The Complainant contends that she did not receive a full refund of the Plan purchase price in a timely manner after cancellation [redacted] records reflect that on May 1, 2017, the Complainant contacted [redacted] to cancel the Plan and request a full refund in the amount of [redacted] Pursuant to the Complainant’s request, [redacted] cancelled the Plan effective May 1, The Complainant contacted [redacted] on May 18, 2017, to request a status of the refund and was advised that the standard processing time for a cancellation refund can take up to thirty (30) days to complete Unfortunately, there was an internal error in processing the Plan cancellation causing a delay in issuing a refund check to the ComplainantOn June 30, 2017, [redacted] contacted the Complainant to discuss the refund delay and advise that a refund check was being processed for the full purchase price amount The Complainant was satisfied with this status updateOn July 14, 2017, a full refund was issued to the Complainant in the amount of $104.65, via check number [redacted] The check was mailed to the Complainant’s address on file [redacted] attempted to contact the Complainant on July 17, 2017, and July 18, 2017, to verify receipt of the refund check; however, the Complainant was not available and messages were left for a return call To date, no call has been returned by the Complainant to [redacted] confirming receipt of the check As of July 24, 2017, [redacted] records do not show that check number [redacted] in the amount of [redacted] has been cashed by the ComplainantPlease have the Complainant advise if the refund check has not been received Otherwise, we will consider this matter closed We apologize for any inconvenience that this may have caused the ComplainantWe trust that the above addresses the issue raised in the complaintShould you have any questions or require additional information, please contact me directly and reference our file number, [redacted] Sincerely, [redacted]
March 24, 2017 RevDex.com 844 S. 4th Street Louisville, KY 40203-2186 Re: Complainant: [redacted] Company: AIG WarrantyGuard, Inc. Insurer: New Hampshire Insurance Company NAIC No.: [redacted] Plan No.: [redacted] Claim No.’s:... [redacted] BBB File No.: 12030508 Our File No.: [redacted] Dear Sir or Madam: AIG WarrantyGuard, Inc. (“AWG”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Office of the RevDex.com regarding a Maytag Extended Service Plan (“the Plan”). The Complainant contends that her dryer is still in need of repair after several unsuccessful repair attempts and has requested a new dryer under the Plan. AWG records reflect that between the dates of May 4, 2016, and September 19, 2016, there were two claims initiated under the Plan in which service dates were scheduled and repairs were completed on the dryer. The unit was checked by the servicer after each repair and the dryer was reported as functioning properly. On February 2, 2017, the Complainant contacted AWG to report that the dryer would not run and was making a clicking sound. A claim was initiated and assigned to [redacted] Appliance for repair services and a service date was scheduled for February 8, 2017. Following the service appointment, the necessary part for repair was ordered by [redacted] Appliance. On February 13, 2017, AWG contacted the Complainant to advise that the necessary part was ordered and it had an expected arrival date of February 25, 2016. The Complainant contacted AWG on February 24, 2017, to request a lemon review and AWG initiated this review under the Plan. AWG completed the lemon review on February 28, 2017, and advised the Complainant that the unit did not qualify as a lemon under the Plan since the same component on the dryer must fail three (3) times and require a fourth (4th) repair as stated under Section 5. Product Coverage, Subsection No Lemon Guarantee. During this same call, the Complainant advised AWG that [redacted] Appliance installed a fuse on the dryer on February 27, 2017, and she tried to use the dryer after the repair and it broke again. AWG initiated a rework order, a period of time in which the service provider warranties its work, and it was assigned to [redacted] Appliance with a service appointment scheduled for March 7, 2017. On March 8, 2017, the Complainant contacted AWG to advise that [redacted] Appliance did not show for the scheduled appointment. In light of this complaint and in order to resolve this matter without further delay, AWG has agreed to offer the Complainant a buyout settlement of the dryer pursuant to the Plan terms and conditions under Section 5. Product Coverage, Subsection Repair Plan, which states: 5. Product Coverage. Repair Plan If We are unable to repair Your covered Product or We deem that repair is not cost effective, We have the option, at Our sole discretion, to replace Your covered Product with a cash settlement or gift card based on the price of a replacement product or provide a replacement product of similar features and functionality, not including delivery/installation fees. The value of the cash settlement or gift card will be determined according to the age of the covered Product using the following schedule: Product Age Reimbursement Amount 1-5 years 75% of purchase price of the replacement product Since the Complainant’s dryer was purchased in 2013, it falls within the 1-5 year range with a reimbursement amount of 75% of the retail value of the unit which is $801.80. Based on this analysis, AWG offered a buyout settlement to the Complainant for the dryer in the amount of $601.35 ($840.80 x 75% = $601.35). AWG contacted the Complainant on March 13, 2017, to extend the buyout settlement offer, which was accepted. The buyout settlement was processed by AWG on March 16, 2017, and check # 212007 in the amount of $601.35 was issued and mailed to the Complainant at the address on record. I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number, ***. Sincerely, [redacted] See attachments.
SEE ATTACHMENT FOR ORIGINAL.On behalf of Service Net Solutions of Florida, LLC (“SNSF”) we are responding to the follow up regarding the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding his Repair Coverage Service Plan (“the Plan”)The Complainant contends that his computer, as a complete unit, qualifies as a “part,” and thus should be replaced as a lemon under the No Lemon GuaranteeOur records indicate that between the dates of June 29, and June 30, 2015, the Complainant’s computer has been repaired on four separate occasions, with only two of the service repairs representing the same problem and involving the same part, with two separate claim numbersThe two additional issues were accidental damage claimsIn order to qualify as a lemon, the computer would have to have had three service repairs with three separate claim numbers for the same issue and with the same part replaced each time, and a fourth separate claim reported (with a new claim number issued) that involved the same part as the other three service repairsThis does not include repairs done under the manufacturer’s warranty or reworksBetween the dates of July 24, and July 29, 2015, several calls were exchanged with the Complainant whereas the Complainant stated that his computer was a lemon and requested a replacementOn July 29, 2015, the Complainant was informed that it was determined that per the Terms and Conditions of the Plan, the computer does not qualify as a lemonThe Plan states: NO LEMON GUARANTEEDuring the term of this Contract, when three service repairs, with three separate claim numbers, have been completed on the same part, and that same part requires repair under a fourth claim number, as determined by Us, Your Product will be replaced with a Product with comparable specifications by Us, not to exceed the original retail purchase priceIn the event a comparable replacement cannot be located, a buyout, not to exceed the cur-rent market value of a Product with comparable specifications, will be providedThis does not include repairs necessary during the manufacturer’s warranty period, rework/callback service required after initial service, during the warranty of work period provided by the Service Company, or previous service Contract termsOnce you have received Your Product replacement or buyout all contractual obligations under this Contract have been fulfilledTechnological advances may result in a replacement product with a lower selling price than the original ProductIf We buyout the contract, the covered product becomes property of Service Net and We may, at Our discretion, require the product to be returned to Us (or our designee) at Our expenseThe complainant contends that [redacted] .com lists a part number for each product, and thus the computer should be considered a partThe Complainant notes that the computer has been repaired on four occasions, meeting the requirement of a lemon and should be replaced.In lieu of a model number, the manufacturer, MSI, references item codes on their specification siteDue to lack of additional fields on the [redacted] .com website, the item code is referenced in the field known as part codeAs the computer is referred to as a part code in lieu of model number, and the context of the Plan terms and conditions makes clear that covered repairs involve individual component parts of the computer, the unit itself is not considered a part under the terms of the PlanOn August 7, 2015, SNSF explained the Plan’s No Lemon Guarantee to the Complainant and advised that due to the aforementioned; the computer did not qualify as a lemonAlthough the complainant claims/alleges [redacted] told him he was eligible for a replacement computer from SNSF, [redacted] has informed us that they have no record of this and that the complainant was told it was a valid denialIn any event, it is the terms and conditions of the Plan that determines coverageIf the computer is still in need of repair, please have the complainant contact us for repair serviceI trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file number.Sincerely, [redacted]
[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12418699, and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
On behalf of Service Net Warranty, LLC (“SNW”), we are supplementing our previous response dated August 26, 2015, with a status update regarding the abovecaptioned complaint which was filed in the name of the Complainant with the Revdex.com regarding a Repair Coverage Service Plan owned by *** [redacted] *“the Plan”).In our previous letter, it was indicated that given the circumstances surrounding this claim, specifically the identity of the contract holder, a further review was being conducted before any final solution can be processed, per SNW claims guidelinesUpon review and after speaking with the Complainant to verify her identity and the circumstances surrounding the filing of her claim and subsequent status calls involving her and/or her sister, SNW made a decision to fulfill the replacement request for the individual calling in as Ms [redacted] The replacement television was purchased on September 22, 2015, and was shipped on September 24, 2015, via UPSAs per the Complainant’s request, the unit was shipped to her sister, Ms [redacted] .I trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file number.Sincerely, [redacted]
March 10, [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] Dear Sir or Madam: AIG WarrantyGuard, Inc (“AWG”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com, Inc(“Revdex.com”) regarding a [redacted] Service Plan (“the Plan”)The Complainant contends that his dryer is in need of repair and requests for the Plan he purchased to be honored so that a claim can be set up for the dryer repair Our records reflect that on December 15, 2016, the Complainant purchased the Plan for his dryer online During the online purchase, the Complainant entered a date of purchase for the dryer as May 13, 2016, and the Plan was issued with an effective date of May 14, On December 16, 2016, the Complainant contacted AWG to advise that the date of purchase for the dryer was incorrectly stated on the Plan as May 13, AWG contacted [redacted] and verified that the date of purchase for the dryer was February 17, Based on this information, AWG advised the Complainant that the Plan he purchased was invalid due to the incorrect date of purchase being entered for the dryer AWG further explained to the Complainant that he would need to cancel the Plan he purchased on December 15, 2016, and purchase a new plan with the dryer’s correct date of purchaseThe Complainant inquired about the cost of a new plan and AWG transferred him to the pertinent department for this information The Complainant contacted AWG again on January 21, 2017, to set up a claim on his dryer for repair AWG denied the claim because the contract was invalid due to the incorrect date of purchase on the Plan Between January 21, 2017, and March 1, 2017, the Complainant requested to have the date of purchase for the dryer corrected on the Plan so he could set up a claim for repair AWG advised the Complainant that it was unable to change the date of purchase on the Plan and further informed the Complainant that he must cancel the Plan then purchase a new plan with the dyer’s correct date of purchaseThe reason this is required is because the price of the plan is necessarily determined by the age of the productTherefore, a plan covering a dryer purchased in does not have the same cost as a plan covering a dryer purchased in AWG cannot simply update the purchase date; a new, valid contract must be purchased On March 2, 2017, the Complainant submitted a written request to AWG to have the Plan cancelledIn turn, AWG cancelled the Plan on March 2, 2017, and a full refund was credited back to the Complainant’s credit card on file in the amount of $ As stated above, the Complainant must purchase a new plan with the correct date of purchase for the dryer in order to set up a claim for repair I trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file number, Sincerely, [redacted]
[redacted] WarrantyGuard, Inc(“***”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding her [redacted] Service Contract (“the Plan”) The Complainant contends her microwave is still in need of repair, is unhappy with the settlement offers from [redacted] and has requested a full refund of the retail contract price of the Plan Our records reflect that on February 10, 2016, the Complainant contacted [redacted] directly regarding her microwave not heating [redacted] offered the Complainant a plan that would cover the initial repair of the microwave along with coverage for an additional year The Initial Service Event covered the service call, components, parts and repairs necessary to correct the failure that was reported at the time the Plan was purchased in order to return the unit to its proper operating condition After the Complainant purchased the Plan, a claim was assigned to [redacted] Atlanta Inc(“ [redacted] ***”) for repair services [redacted] arrived on the same day to diagnose the issue and order the necessary repair partsOn February 16, 2016, [redacted] completed the repairs, tested the unit and concluded that the microwave was functioning properly On August 6, 2016, the Complainant advised [redacted] that the microwave was not heating properly again and a new claim was initiated After review, [redacted] determined not to proceed with additional repairs because any additional repairs would surpass the unit’s original purchase price of $ Pursuant to Section of the Plan, [redacted] reserves the right in making the decision to repair or exchange the unit, or buyout the Plan: SERVICE EVENTAfter We authorize Your claim, We will at Our option complete the lesser of (a) the repair of Your product with new or refurbished parts(b) Exchange or Buyout your Contract as provided in Section The decision to repair, replace or Exchange or Buyout will be made solely by Us If Your product requires repair, service will be provided by an authorized service provider You may be asked to provide proof of purchase as a condition for receiving service under the Service Contract NOTE: An Exchange or Buyout cannot occur on the Initial Service Event, only subsequent Service Events Your original, itemized purchase receipt should only be kept with this Contract Non-itemized billing statements will not be acceptedSection of the Plan establishes the Exchange or Buyout options as follows: EXCHANGE OR BUYOUTFor service required during the Coverage Period, but after the Initial Service Event, We have the option, at Our sole discretion, to (a) Exchange Your Product with a replacement product with similar features and functionality, or (b) Buyout Your Product with a cash settlement based on the original purchase price of the covered Product, excluding taxes, delivery and installation feesThe value of the Exchange or Buyout will be determined according to the age of the covered Product using the following depreciation schedule: Product Age Reimbursement Amount 1-years 75% of Original purchase price of the covered Product 6-years 45% of Original purchase price of the covered Product On August 12, 2016, [redacted] contacted the Complainant and offered her the option of a replacement product, Model AMV1150VAS, or a cash settlement of $in consideration of the 75% depreciation schedule above ($ x 75% = $126.75) The Complainant was dissatisfied with both offers and requested a full refund of the retail contract price of the Plan in the amount of $If [redacted] cancelled and refunded the Plan per the Complainant’s request, she would only be due a refund of $as stated in Section of the Plan ($– $claims paid under the Plan = $6.13) [redacted] maintains that its settlement offers provided to the Complainant on August 12, 2016, are compliant with the terms and conditions of the Plan We recommend for the Complainant to contact [redacted] to inform which settlement offer is acceptable to resolve this complaint I trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file numberSincerely, [redacted] See attachment for original
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Nothing has been resolved to this point in time I have received lie after lie and story after story We are rapidly approaching weeks and this issue continues I was most recently told on 4/20/that within hours I would have a gift card for $ hours later and I have not received it however I did receive yet ANOTHER shipment from [redacted] with a shipping package and label to return the damaged phone to them The problem is they have had the phone for Three weeks now I feel DEFRAUDED, lied to and the victim of THEFT] Regards, [redacted]
January 19, Revdex.com, IncS4th Street Louisville, KY 40203- Re: Complainant: [redacted] Company: AIG WarrantyGuard, Inc Revdex.com File No.: [redacted] Our File No.: [redacted] Dear Sir or Madam: AIG WarrantyGuard, Inc(“AWG”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding her Whirlpool Repair Service Plan (“the Plan”) The Complainant contends that her dishwasher has not been repaired, requests a full refund of the Plan purchase price, and states there has been a delay in processing the refund The records reflect that on October 25, 2016, the Complainant contacted AWG regarding her dishwasher, which was not draining properlyThe Complainant initiated a claim on the dishwasher which was assigned to [redacted] Appliance Service (“***”) on October 26, However, [redacted] never received the request for service of the Complainant’s unit which contributed to the delay in service Then as a result of a system error AWG did not get notice of the service delay or that the claim remained open The Complainant did not contact AWG again regarding service until December 21, On this date, AWG found that [redacted] never completed service so a new claim was initiated and assigned to A&E Factory Service (“A&E”) for a service appointment on December 27, AWG contacted the Complainant on December 26, 2016, to discuss the claim at which time she requested cancellation and refund of the Plan The Complainant contacted AWG on January 4, 2017, for a status on the refund and was advised to allow an additional -days for processing A full refund of the Plan purchase price totaling $(in two refund payments of $and $21.23) was issued back to the Complainant’s credit card on file on January 18, I trust that I have satisfactorily responded to your inquiryShould you have any questions or require additional information, please contact me directly and reference our file numberSincerely, [redacted]
Please accept this response to the above referenced consumer complaint filed by Ms [redacted] in relation to the repair/replacement of her Laptop/ [redacted] submitted under a Service Contract administered by Service Net Solutions, LLC("Service Net") on behalf of AIU (AIG)????? As a matter of background Ms [redacted] contacted Service Net to report an issue with her Laptop/ [redacted] on May 10, A service provider, [redacted] Guru was assigned to evaluate and repair the unitOn June 5, 2014, Service Net issued a payment in the amount of $(under check number 120357) to [redacted] Guru for parts ordered for the repairsOn July 24, 2014, Ms [redacted] contacted Service Net to advise that the repair had not been completedAccordingly, Service Net contacted the service provider who responded that the repair was completedThere are notes on file indicating that between August 12, and November 19, 2014, Service Net made unsuccessful attempts to confirm with the service provider whether the repair was actually completedAs a result, Service Net offered Ms [redacted] the option to hire a service provider for the repairs and submit the bill for reimbursement On December 3, 2014, Service Net requested the original service provider to return the unit to Ms [redacted] The unit was returned unrepairedOn December 8, 2014, Service Net offered a buyout in the amount of $1,to Ms [redacted] to resolve the issue and she has accepted itThe amount represents the retail amount paid by Ms [redacted] of the unitWe anticipate that Ms [redacted] will receive a check in the same amount within the next to business days Please contact me if you have any questions regarding this fileThank you
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have never received the $115 check referenced by the provider. I request proof of payment from the provider - i.e, copy of both the front and back of the cashed check. If no proof if available, I request payment to me of the remaining refund. Also, I object to the service charge by the provider. I want that refunded back to me. If you have questions, please call me. Thank you. Regards, [redacted]