On behalf of Service Net Warranty, LLC (“SNW”), we are responding to the follow up letter received on November 3, 2016, in which the Complainant states that the issues regarding his computer have not been resolved under his [redacted] Coverage Service Contract (“the Plan”) After further review, SNW in good faith has made a decision to offer the Complainant a full refund (“buyout”) of his computer in order to resolve this matterOn November 9, 2016, SNW contacted the Complainant and made a buyout offer under the Plan, which amounts to $The Complainant accepted this offerPayment for the buyout amount is currently being processed and a check will be issued to the Complainant upon return of the signed buyout letter We trust that the issues raised by the Complainant have now been resolvedShould you have any questions or require additional information, please contact me directly and reference our file number Sincerely, [redacted]
January 20, [redacted] Re: Complainant: [redacted] Company: Service Net Warranty, LLC [redacted] Revdex.com File No.: [redacted] Our File [redacted] [redacted] Dear Sir or Madam: Service Net Warranty, LLC (“***”) has completed a review of the above captioned complaint which was filed by the Complainant with the Revdex.com regarding a Replacement Coverage Service Contract (“the Plan”) purchased from [redacted] The Complainant is requesting a replacement tablet or the return of his original unit Our records reflect that on December 13, 2016, the Complainant contacted [redacted] to initiate a claim under the Plan for a [redacted] citing that the operating system was freezing up before restarting [redacted] initiated claim number [redacted] that was assigned to [redacted] [redacted] received the tablet on December 28, 2016, and per the terms and conditions of the Plan, issued payment, to the Complainant, via gift card, in the amount of $In pertinent part, the Plan states: WHAT IS COVEREDThis replacement plan protects against operational or mechanical failure of a covered Product if the failure occurs during usageIn the event of a covered failure We will replace the original purchased Product with a new or refurbished unit, or refund You the purchase price for the Product minus tax, provided such action is authorized and necessitated by operational or mechanical failure during usage TO OBTAIN AUTHORIZATION FOR REPLACEMENT In all cases where a replacement cannot be made, You will receive reimbursement for the original purchase price, excluding sales tax, delivery and installationThe replacement may be in the form of a store credit or gift card from the selling Dealer or Retailer of this Service Contract LIMIT OF LIABILITYMaximum liability under this Contract shall be the cost of: (I) one replacement with a Product with comparable specifications or (II) reimbursement of the retail price paid for the products minus the sales tax This Contract provides for only the one-time replacement of the Product with another Product with comparable specificationsThis Contract will expire at the time of this replacement or reimbursement for replacement or term expiration and the covered Product becomes the property of [redacted] and We may, at Our discretion, require the Product to be returned to Us (or Our designee) at Our expense On December 29, 2016, the Complainant contacted [redacted] via email, and advised that if the unit was unable to be repaired, he wanted the return of the unit and a refund of the retail price paid for the PlanHowever, as noted above, the Plan purchased by the Complainant from [redacted] supports replacement in the form of store credit or gift card on items that experience operational or mechanical failure The Complainant contacted [redacted] on January 11, 2017, and advised that he did not want a gift card and requested that [redacted] issue a check for the gift card amount [redacted] emailed the Complainant and advised that the issue was being reviewed As noted above, [redacted] issued payment to the Complainant as per the terms and conditions of the Plan and we maintain that the claim was properly adjudicatedAdditionally, ***’s records show that the Complainant redeemed the gift card in full on January 18, 2017, and for that reason, a check instead of a gift card is no longer an available option The Plan further states under [redacted] LIMIT OF LIABILITY that at the time of reimbursement for the replacement, the Product becomes the property of *** Therefore, the return of the tablet to the Complainant is also not an available option Should you have any questions or require additional information, please contact me directly and reference our file number Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satis [redacted] to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
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 Regards, [redacted] ***
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. Regards, [redacted] When you repair something it should work, After going through over twenty re-installs of different operating systems the machine still reboots at random or fails to boot, the computers manufacturer does not show [redacted] as an AUTHORIZED repair organization for [redacted] notebooks. I'm panning on pursuing this legally with **, AIG and [redacted]
[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to [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] ***
Dear Sir or Madam: [redacted] [redacted] has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding his [redacted] The Complainant requests a correction in the coverage dates on the Plan Our records reflect that the Complainant purchased a five (5) year Date of Purchase (“DOP”) service plan with coverage dates from September 7, 2012, through September 7, While a DOP service plan may resemble an extended warranty, there are several differences between these two types of plans One difference, in this particular case, is that the Plan for Complainant is a DOP service plan extending coverage that runs concurrent with the Manufacturer’s warranty; whereas, an extended warranty becomes effective after the Manufacturer’s warranty expires Please refer to the Schedule Page of the Complainant’s Plan which states: “THIS SERVICE PLAN IS INCLUSIVE OF THE MANUFACTURER’S WARRANTY; IT DOES NOT REPLACE THE MANUFACTURER’S WARRANTY, BUT PROVIDES CERTAIN ADDITIONAL BENEFITS DURING THE TERM OF THE MANUFACTURER’S WARRANTY ” Based on the findings above, the effective and expiration dates of September 7, 2012, through September 7, 2017, on the Complainant’s Plan are accurate as stated on the Plan’s Schedule Page 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 [redacted] Sincerely, [redacted]
Please accept this response to the above referenced complaint filed by the Complainant regarding a claim reported under a Whirlpool Extended Service Contract (“the Plan”) administered by AIG WarrantyGuard, Inc(“AIGWG”)The Complainant alleged that his Jenn-air Refrigerator was repaired multiple times but the issue has not been resolved, and when he contacted customer service for repairs the agent(s) he spoke with attempted to dissuade his service claims.Our records show that on May 27, 2016, the Complainant contacted AIGWG to report that his refrigerator and freezer were not coolingA service provider, [redacted] Appliance Service (“ [redacted] Appliance”) was assigned to handle the repairOn May 30, 2016, a technician from [redacted] Appliance diagnosed the problem, and the necessary part (Compressor) was ordered to repair the unitThe repair was completed on June 3, 2016, and the unit was tested which indicated that it was cooling again.Shortly thereafter, on June 4, 2016, the Complainant reported to AIGWG that the same issue had reoccurredThe appliance was repaired again on June 6, 2016, by replacing the filter dryer part on the unitAfter the repair was completed, the Complainant and technician both agreed the unit was cooling again before the claim was closed.On June 9, 2016, the Complainant contacted AIGWG to report that the refrigerator and freezer were once again not coolingThe claim was reassigned to [redacted] Appliance, the technician ordered replacement parts (Compressor and Evaporator Kit) and scheduled an appointment to install the parts on July 8, 2016, but the Compressor was not delivered as scheduledAs a result, AIGWG is currently working on an alternate solutionWe anticipate that this issue will be resolved within the next to business daysWe will supplement our response at that time.Please note that AIGWG has addressed the Complainant’s allegation that the agent(s) he spoke with attempted to dissuade his service claims.Please contact me if you have any questions regarding this fileThank you.Sincerely, [redacted] [redacted]
Dear Sir or Madam: Service Net Warranty, LLC ("SNW") has completed a review of 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 is still in need of repair Our records reflect that on January 7, 2015, the Complainant initiated a claim for his computer, indicating that the screen would go black and no power lights were presentThe claim was referred to [redacted] who subsequently diagnosed the computerIt was determined that a logic board was needed [redacted] repaired the computer and returned it to the Complainant on January 28, However, on January 30, 2015, the Complainant advised SNW that his computer was still not repairedOn February 4, 2015, the Complainant further stated that all his data was lost and he did not possess the recovery disk to restore the computerSNW advised the Complainant that software was not covered under the Plan On February 18, 2015, the Complainant contacted SNW indicate that Windows is not software related and he requested a repair reworkSNW again advised that this is a software issue and a rework cannot be completed for a non-covered issueHowever, the Complainant had already sent his computer back to [redacted] , which was received on February 26, A rework was created and upon inspection, no further problems were found with the computerThe Complainant was advised that he should obtain the recovery media from the manufacturer, ASUS, and complete a system restoreIf the problem persists after the Complainant purchases recovery media and completes the system restore, SNW would then be able to set up a rework or a new claim 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] %
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 Regards, [redacted] the whole point being is yes, the did replace the first pc that is not in arguement at all now, I was told by this company that the extended warranty did not take affect until the manufacturers warranty ran out they said they would not even touch the computers until the manufacturers warranty ran out when I called in with a problem with my first computer so I bought EXTENDED warranties they were not to start til the day that my orignals ran out TWO YEAR EXTENDED WARRANTIES if that is is how they are advertised, and yes they were at the time I bought them, then I should have my second year I didnt buy a side by side warranty as we all know that computer companies will not touch the pcs that are under warranty once someone else does that breaks the warranty lenovo has even told me that if you take your pc to have anything done to it and then send it to them, they can deny repairs as someone else could have caused damage EXTENDED means PAST the original time What this company is doing is fraudulent When I called to have them look at a pc during the lenovo manufacturers warranty they said they wouldnt touch it til the original warranty was over then that means my extended warranty should have started the day that the manufacturers warranty was up instead, they are charging people for two year warranties they say that it starts the day of purchase yet they wont touch the pc the first year so they are saying you are paying for two years but they only honor one? thats fraudulent its also fraudulent to say they are two year EXTENDED warranties when they in fact, only one year extended warranties if I cannot have my pc fixed, which by all rights they should be responsible for doing as extended warranties are after the manufacturers warranties run out....I have gotten many warranties from many companies and they all say AFTER the original runs out for EXTENDED warranties If they are not going to be held responsible for fixing something under a warranty I paid for, I would at the very least like my money back ans I would like something to be done where they cant advertise something as extended year warranties when they are only year they are misleading the customers and they are pocketing money which they are not entitled to
Dear Sir or Madam:
Please accept this response to the above referenced consumer complaint filed by Mr*** in relation to a request for repairs submitted under a service contract issued under Customer Contract Number ***, and administered by Service Net Warranty, LLC ("Service
Net") on behalf of AIU
By way of background Mr*** contacted Service Net on January 27, *** to sa claim for the repair of his appliance, specifically ongoing issues with his dryerBetween the dates of January 30, *** and March 24, *** four service appointments were conducted by *** *** Service and ***r Appliance Repair, LLC to attempt to fix the dryerOn March 24, *** the customer had service performed by ***r Appliance Repair, LLC and the dryer is now functioning properly and the issues have been completely resolved
Please contact me and reference file number *** if you have any questions regarding this file??????
Sincerely,
*** *** ??????????
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. As stated in my complaint the part was replaced and you paid each time for the replacement regardless of what your vendor wrote on the invoiceI know it was $for labor and the pump each time with the exception of the last time an additional part was also replacedCheck your records betterEach time *** had the same part delivered to my physical address and had me contact them to schedule the repair after it's arrivalSo I know the part was replaced as I handed to the guy myself and watched him do it. In regards to the dryerMy unit, as stated on the contract, is a washer/dryer comboIt is one unitTherefore, not drying-still wet-not draining= same thing I fully expect you to check your records as it is easier for you, but I do intend to dig out the invoices I received each time to show you
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Dear Sir or Madam:
Please accept this response to the above referenced consumer complaint filed by *** *** in relation to a request for repairs submitted under a service warranty issued under Customer Contract Number ***, and administered by Service Net Solutions, LLC("Service
Net") on behalf of AIU
*** *** contacted Service Net on November 20, *** and indicated that he was having problems with the software in his LCD Flat Panel television, and Service Net informed him that the software was not covered under the service warranty*** *** subsequently requested a refund of the amount paid for the service warranty, $Accordingly, on December 5, ***, a check (number ***) in the same amount was issued and mailed to Mr***On January 6, *** and January 16, ***, *** *** reported that he has not received the checkAs a result, Service Net issued a replacement check (number ***) and mailed it to *** *** on January 22, ***
Please contact me if you have any questions regarding this fileThank you
Sincerely,
*** ***
Dear Sir or Madam:
Please accept this response to the above referenced consumer complaint filed by Mr*** in relation to the repair/replacement of his *** Cell phone, submitted under a Service Contract administered by Service Net Solutions, LLC("Service Net") on behalf of
*** (***)
Mr*** contacted Service Net on August 14, *** to set up a claim because he was unable to charge his phoneService Net purchased and mailed a replacement phone to him on October 14, ***On November 9, ***, Mr*** contacted Service Net to advise that the mobile data and SIM card on the new phone were not working, and Service Net responded that the service contract was fulfilled when the unit was replacedMr*** replied that the unit was dead on arrival, so on November 17, ***, Service Net contacted Mr*** to clarify whether the issue relates to the SIM card or the unit was dead on arrival, so Service Net can process a returnService Net received a response from Mr*** on November 24, ***, after the day window to process the returnAccordingly, Mr*** was advised to contact the manufacturer directly to address any repair issues
After further consideration, Service Net has decided to pay for the cost of the repair through the manufacturerMr*** has been informed that payment will only be provided once the invoice for the repair and shipping costs are received
Please contact me if you have any questions regarding this fileThank you
Sincerely,
*** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding her Repair Coverage Service Plan (“the Plan”)The Complainant is requesting that her television repair that is due to manufacturer
defect be covered under warrantyOur records reflect that on September 11, 2015, the Complainant initiated a claim for her *** plasma television, noting that when powered on, even though there was sound, the screen remained blackOn September 14, 2015, the claim was assigned to *** Brothers TV & VCR Repair (“*** Brothers”) for a service callWhile onsite for the service call on September 17, 2015, the servicer for *** Brothers called to advise that there was a crack in the lower right side of the screen and could not determine if the crack was caused by stress or physical damageThe servicer provided SNW with photos of the damage and SNW initially determined that the crack was caused by impactSNW denied the claim as the crack was due to physical damage and was not covered under the service contractOn September 18, 2015, the Complainant called SNW to contest the denial and requested to speak with a supervisorHowever, there was no supervisor available at this timeA SNW supervisor contacted the Complainant on September 19, 2015, and provided explanation of the denialThe Complainant disputed the denial, stating that they (the family) did not do anything to crack the unitSubsequently, SNW re-evaluated the claim and determined that the loss was eligible for coverage based on additional information concerning various reports of similar incidents occurring with the same model of TV that were not caused by physical damageThe unit was determined to be beyond economical repair and on September 28, 2015, the Complainant was offered the choice of either a replacement *** *** Series 60” Class Full HD Smart LED TV (***) or a buyout in the amount of $On September 29, 2015, the Complainant accepted compensation in the amount of $Payment was issued on October 1, 2015, via check no*** and mailed to the Complainant on October 2, 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,*** ***
Service Net Solutions of Florida, LLC (“SNSF”) has completed a review of 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 is still in need of repair
and qualifies as a lemon under the No Lemon Guarantee
Our records reflect that on June 29, 2014, the Complainant initiated a claim for his notebook computer, indicating that the unit was not chargingThe claim was referred to ** Services who subsequently diagnosed the computerIt was determined that a logic board was needed** *** repaired the notebook computer and returned it to the Complainant on July 15,
On August 11, 2014, the Complainant advised SNSF of a broken hinge on his notebook computerThe claim was referred to ** ***The repair was completed on August 26, and the unit was shipped back to the Complainant
On December 28, 2014, the Complainant contacted SNSF and indicated that the unit was not charging or recognizing the power cord, and there was no usage of the graphics** Services replaced the logic board and returned the notebook computer back to the Complainant on January 13,
The Complainant contacted SNSF on June 30, 2015, and reported that the bottom panel on the unit was failing and that the fan was very loud and overheating** Services replaced the fan assembly and the bottom case was repairedThe unit was shipped back to the Complainant on July 16,
Between the dates of July 24, and July 29, several calls were exchanged with the Complainant whereas the Complainant stated that his unit 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 contract, the unit does not qualify as a lemon
The 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 current 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 expense
To date, the Complainant’s unit has been repaired on four occasions, with only two of these occasions representing the same problemIn order to qualify as a lemon, the unit would have to have had three repairs for the same issue and with the same parts replaced each time, and a fourth reported for the same issues as the other three repairsThis does not include repairs done under the manufacturer’s warranty or reworks
On July 31, 2015, the Complainant contacted ** Services and stated that the fan was still loudThe functionality of the unit is not affected, but that the loudness is annoyingHe was advised that unless the loudness is affecting the functionality of the unit, the repairs would not be covered under the Plan
As well, the Complainant notes that the Lemon Terms on his contract were not the terms on the contract that he signedThe Complainant did not sign a contract but agreed to the terms and conditions of the contract at the time of purchaseThe terms and conditions were made available to him before the purchaseIn addition, the contract terms were emailed to the Complainant on December 15, and available on the *** website, providing the option to cancel the contract for a full refund within days of the date of purchase
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,
*** ***
January 11, 2017 Via Electronic Mail Complaint Coordinator Revdex.com, *** *** ** *** *** *** ** *** *** *** *** *** Company: Service Net Warranty, LLC *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** Dear Sir or Madam: Please accept this response to the above referenced complaint filed by the Complainant regarding an LG Extended Service Plan (“the Plan”), administered by Service Net Warranty, LLC (“***”) The Complainant contends his refrigerator is still not functioning properly and requests for the unit to be repaired, replaced or a buyout settlement offered under the Plan. The record shows that the Complainant first contacted *** on August 13, 2015, and initiated claim number *** for repair on his refrigerator reporting that it was making a loud noise The claim was assigned to *** Unlimited Appliances (“***”) who completed a diagnostic on the unit and determined that a part was needed for repair *** installed the ordered part and completed repair on September 1, 2015. On September 16, 2015, the Complainant contacted *** again stating the refrigerator was not cooling and the freezer had ice blocking the air flow *** assigned claim number *** to *** and a service appointment was scheduled for September 23, Following the service appointment, *** determined that the unit needed additional parts for repair which were installed on October 2, 2015. The Complainant contacted *** on April 25, 2016, stating ice was building up in the freezer so claim *** was initiated and assigned to *** for service repair *** diagnosed the freezer, ordered parts for repair on April 29, 2016, and completed the repairof the unit on May 17, The Complainant contacted *** on May 27, 2016, stating ice was building up again in the freezer For that reason, claim number *** was reopened and reassigned to *** for rework (a day period the service provider warranties its work), and service was scheduled for June 15, 2016, per the Complainant’s request On this date, *** diagnosed the issue and completed repair on June 16, 2016, with another part installation. The Complainant contacted *** on August 30, 2016, stating that the unit was not defrosting and requested a new service provider *** assigned claim number to service provider Factory Warranty Services (“FWS”) for service repair on September 2, FWS diagnosed the unit and installed additional parts to repair the unit on September 19, 2016. On October 10, 2016, the Complainant informed *** that his unit was still not working and requested a review under the Plan for a No Lemon Guarantee On this same date, claim number *** was also reopened and reassigned to FWS for rework *** completed the no lemon review on October 11, 2016, and advised the Complainant that his unit did not qualify for this alternate solution FWS later informed *** on October 20, 2016, that no issues were found after examining the Complainant’s unit and stated they contacted the ** technician line who was also unable to find an issue *** continued communications with the Complainant and FWS through November 2016, regarding the refrigerator. In light of this complaint, *** has re-evaluated the Complainant’s file and determined that since the assigned service provider has reported to *** that no issues can be found or diagnosed on the refrigerator, continued service repair on the unit is no longer an option at this time nor is a replacement unit available under the Plan For that reason and in order to bring resolution to this matter without further delay, *** will agree to an alternate solution for the Complainant based on Section 21, of the Plan which states: BUYOUTWe may elect, at Our option, to buyout the Contract during the coverage term for the lesser of (I) current market value of a Product with comparable specifications or (II) purchase price of Your Product minus sales tax and claims paidYou have up to forty-five (45) days from the date of authorization to complete your product buyout transactionWe will have satisfied all obligations owed under this Contract if any one of the buyout options is accepted by You. As outlined above, *** has issued the following claims payments to date under the Complainant’s Plan: Payment Date Claim Number Amount Paid 09/14/*** $ 11/04/$ 06/23/*** $ 10/06/$ TOTAL CLAIMS PAID $ The retail value of the Complainant’s refrigerator is $*** *** *** *** *** ** *** *** *** *** *** ** *** Therefore, *** is offering a buyout settlement to the Complainant in the amount of $1,($2,- $= $1,357.45) pursuant to the Plan terms stated above Please have the Complainant advise in writing whether or not he will accept this buyout offer Once *** has received written acceptance of the buyout offer from the Complainant, it will begin processing the settlement check. I trust that I have satisfactorily responded to your inquiry Please contact me if you have any questions regarding this complaint Sincerely, *** ** ***
I have been fighting with these people for a month and a halfGot them to honor the contract, said they would mail in my refund check in to business daysIts been business days since my product was received still no checkMy last Complaint Id# is ***I will be warning all people to stay away from Service Net.Honor the contract and send me my refund check. My unit was received on Feb16, Its been past the to business days
On behalf of Service Net Warranty, LLC (“SNW”), we are responding to the follow up letter received on November 3, 2016, in which the Complainant states that the issues regarding his computer have not been resolved under his [redacted] Coverage Service Contract (“the Plan”) After further review, SNW in good faith has made a decision to offer the Complainant a full refund (“buyout”) of his computer in order to resolve this matterOn November 9, 2016, SNW contacted the Complainant and made a buyout offer under the Plan, which amounts to $The Complainant accepted this offerPayment for the buyout amount is currently being processed and a check will be issued to the Complainant upon return of the signed buyout letter We trust that the issues raised by the Complainant have now been resolvedShould you have any questions or require additional information, please contact me directly and reference our file number Sincerely, [redacted]
January 20, [redacted] Re: Complainant: [redacted] Company: Service Net Warranty, LLC [redacted] Revdex.com File No.: [redacted] Our File [redacted] [redacted] Dear Sir or Madam: Service Net Warranty, LLC (“***”) has completed a review of the above captioned complaint which was filed by the Complainant with the Revdex.com regarding a Replacement Coverage Service Contract (“the Plan”) purchased from [redacted] The Complainant is requesting a replacement tablet or the return of his original unit Our records reflect that on December 13, 2016, the Complainant contacted [redacted] to initiate a claim under the Plan for a [redacted] citing that the operating system was freezing up before restarting [redacted] initiated claim number [redacted] that was assigned to [redacted] [redacted] received the tablet on December 28, 2016, and per the terms and conditions of the Plan, issued payment, to the Complainant, via gift card, in the amount of $In pertinent part, the Plan states: WHAT IS COVEREDThis replacement plan protects against operational or mechanical failure of a covered Product if the failure occurs during usageIn the event of a covered failure We will replace the original purchased Product with a new or refurbished unit, or refund You the purchase price for the Product minus tax, provided such action is authorized and necessitated by operational or mechanical failure during usage TO OBTAIN AUTHORIZATION FOR REPLACEMENT In all cases where a replacement cannot be made, You will receive reimbursement for the original purchase price, excluding sales tax, delivery and installationThe replacement may be in the form of a store credit or gift card from the selling Dealer or Retailer of this Service Contract LIMIT OF LIABILITYMaximum liability under this Contract shall be the cost of: (I) one replacement with a Product with comparable specifications or (II) reimbursement of the retail price paid for the products minus the sales tax This Contract provides for only the one-time replacement of the Product with another Product with comparable specificationsThis Contract will expire at the time of this replacement or reimbursement for replacement or term expiration and the covered Product becomes the property of [redacted] and We may, at Our discretion, require the Product to be returned to Us (or Our designee) at Our expense On December 29, 2016, the Complainant contacted [redacted] via email, and advised that if the unit was unable to be repaired, he wanted the return of the unit and a refund of the retail price paid for the PlanHowever, as noted above, the Plan purchased by the Complainant from [redacted] supports replacement in the form of store credit or gift card on items that experience operational or mechanical failure The Complainant contacted [redacted] on January 11, 2017, and advised that he did not want a gift card and requested that [redacted] issue a check for the gift card amount [redacted] emailed the Complainant and advised that the issue was being reviewed As noted above, [redacted] issued payment to the Complainant as per the terms and conditions of the Plan and we maintain that the claim was properly adjudicatedAdditionally, ***’s records show that the Complainant redeemed the gift card in full on January 18, 2017, and for that reason, a check instead of a gift card is no longer an available option The Plan further states under [redacted] LIMIT OF LIABILITY that at the time of reimbursement for the replacement, the Product becomes the property of *** Therefore, the return of the tablet to the Complainant is also not an available option Should you have any questions or require additional information, please contact me directly and reference our file number Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satis [redacted] to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
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 Regards, [redacted] ***
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. Regards, [redacted] When you repair something it should work, After going through over twenty re-installs of different operating systems the machine still reboots at random or fails to boot, the computers manufacturer does not show [redacted] as an AUTHORIZED repair organization for [redacted] notebooks. I'm panning on pursuing this legally with **, AIG and [redacted]
[redacted] [redacted] Revdex.com: I have reviewed the response made by the business in reference to [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] ***
Dear Sir or Madam: [redacted] [redacted] has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding his [redacted] The Complainant requests a correction in the coverage dates on the Plan Our records reflect that the Complainant purchased a five (5) year Date of Purchase (“DOP”) service plan with coverage dates from September 7, 2012, through September 7, While a DOP service plan may resemble an extended warranty, there are several differences between these two types of plans One difference, in this particular case, is that the Plan for Complainant is a DOP service plan extending coverage that runs concurrent with the Manufacturer’s warranty; whereas, an extended warranty becomes effective after the Manufacturer’s warranty expires Please refer to the Schedule Page of the Complainant’s Plan which states: “THIS SERVICE PLAN IS INCLUSIVE OF THE MANUFACTURER’S WARRANTY; IT DOES NOT REPLACE THE MANUFACTURER’S WARRANTY, BUT PROVIDES CERTAIN ADDITIONAL BENEFITS DURING THE TERM OF THE MANUFACTURER’S WARRANTY ” Based on the findings above, the effective and expiration dates of September 7, 2012, through September 7, 2017, on the Complainant’s Plan are accurate as stated on the Plan’s Schedule Page 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 [redacted] Sincerely, [redacted]
Please accept this response to the above referenced complaint filed by the Complainant regarding a claim reported under a Whirlpool Extended Service Contract (“the Plan”) administered by AIG WarrantyGuard, Inc(“AIGWG”)The Complainant alleged that his Jenn-air Refrigerator was repaired multiple times but the issue has not been resolved, and when he contacted customer service for repairs the agent(s) he spoke with attempted to dissuade his service claims.Our records show that on May 27, 2016, the Complainant contacted AIGWG to report that his refrigerator and freezer were not coolingA service provider, [redacted] Appliance Service (“ [redacted] Appliance”) was assigned to handle the repairOn May 30, 2016, a technician from [redacted] Appliance diagnosed the problem, and the necessary part (Compressor) was ordered to repair the unitThe repair was completed on June 3, 2016, and the unit was tested which indicated that it was cooling again.Shortly thereafter, on June 4, 2016, the Complainant reported to AIGWG that the same issue had reoccurredThe appliance was repaired again on June 6, 2016, by replacing the filter dryer part on the unitAfter the repair was completed, the Complainant and technician both agreed the unit was cooling again before the claim was closed.On June 9, 2016, the Complainant contacted AIGWG to report that the refrigerator and freezer were once again not coolingThe claim was reassigned to [redacted] Appliance, the technician ordered replacement parts (Compressor and Evaporator Kit) and scheduled an appointment to install the parts on July 8, 2016, but the Compressor was not delivered as scheduledAs a result, AIGWG is currently working on an alternate solutionWe anticipate that this issue will be resolved within the next to business daysWe will supplement our response at that time.Please note that AIGWG has addressed the Complainant’s allegation that the agent(s) he spoke with attempted to dissuade his service claims.Please contact me if you have any questions regarding this fileThank you.Sincerely, [redacted] [redacted]
Dear Sir or Madam: Service Net Warranty, LLC ("SNW") has completed a review of 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 is still in need of repair Our records reflect that on January 7, 2015, the Complainant initiated a claim for his computer, indicating that the screen would go black and no power lights were presentThe claim was referred to [redacted] who subsequently diagnosed the computerIt was determined that a logic board was needed [redacted] repaired the computer and returned it to the Complainant on January 28, However, on January 30, 2015, the Complainant advised SNW that his computer was still not repairedOn February 4, 2015, the Complainant further stated that all his data was lost and he did not possess the recovery disk to restore the computerSNW advised the Complainant that software was not covered under the Plan On February 18, 2015, the Complainant contacted SNW indicate that Windows is not software related and he requested a repair reworkSNW again advised that this is a software issue and a rework cannot be completed for a non-covered issueHowever, the Complainant had already sent his computer back to [redacted] , which was received on February 26, A rework was created and upon inspection, no further problems were found with the computerThe Complainant was advised that he should obtain the recovery media from the manufacturer, ASUS, and complete a system restoreIf the problem persists after the Complainant purchases recovery media and completes the system restore, SNW would then be able to set up a rework or a new claim 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] %
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 Regards, [redacted] the whole point being is yes, the did replace the first pc that is not in arguement at all now, I was told by this company that the extended warranty did not take affect until the manufacturers warranty ran out they said they would not even touch the computers until the manufacturers warranty ran out when I called in with a problem with my first computer so I bought EXTENDED warranties they were not to start til the day that my orignals ran out TWO YEAR EXTENDED WARRANTIES if that is is how they are advertised, and yes they were at the time I bought them, then I should have my second year I didnt buy a side by side warranty as we all know that computer companies will not touch the pcs that are under warranty once someone else does that breaks the warranty lenovo has even told me that if you take your pc to have anything done to it and then send it to them, they can deny repairs as someone else could have caused damage EXTENDED means PAST the original time What this company is doing is fraudulent When I called to have them look at a pc during the lenovo manufacturers warranty they said they wouldnt touch it til the original warranty was over then that means my extended warranty should have started the day that the manufacturers warranty was up instead, they are charging people for two year warranties they say that it starts the day of purchase yet they wont touch the pc the first year so they are saying you are paying for two years but they only honor one? thats fraudulent its also fraudulent to say they are two year EXTENDED warranties when they in fact, only one year extended warranties if I cannot have my pc fixed, which by all rights they should be responsible for doing as extended warranties are after the manufacturers warranties run out....I have gotten many warranties from many companies and they all say AFTER the original runs out for EXTENDED warranties If they are not going to be held responsible for fixing something under a warranty I paid for, I would at the very least like my money back ans I would like something to be done where they cant advertise something as extended year warranties when they are only year they are misleading the customers and they are pocketing money which they are not entitled to
Dear Sir or Madam:
Please accept this response to the above referenced consumer complaint filed by Mr*** in relation to a request for repairs submitted under a service contract issued under Customer Contract Number ***, and administered by Service Net Warranty, LLC ("Service
Net") on behalf of AIU
By way of background Mr*** contacted Service Net on January 27, *** to sa claim for the repair of his appliance, specifically ongoing issues with his dryerBetween the dates of January 30, *** and March 24, *** four service appointments were conducted by *** *** Service and ***r Appliance Repair, LLC to attempt to fix the dryerOn March 24, *** the customer had service performed by ***r Appliance Repair, LLC and the dryer is now functioning properly and the issues have been completely resolved
Please contact me and reference file number *** if you have any questions regarding this file??????
Sincerely,
*** *** ??????????
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. As stated in my complaint the part was replaced and you paid each time for the replacement regardless of what your vendor wrote on the invoiceI know it was $for labor and the pump each time with the exception of the last time an additional part was also replacedCheck your records betterEach time *** had the same part delivered to my physical address and had me contact them to schedule the repair after it's arrivalSo I know the part was replaced as I handed to the guy myself and watched him do it. In regards to the dryerMy unit, as stated on the contract, is a washer/dryer comboIt is one unitTherefore, not drying-still wet-not draining= same thing I fully expect you to check your records as it is easier for you, but I do intend to dig out the invoices I received each time to show you
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Dear Sir or Madam:
Please accept this response to the above referenced consumer complaint filed by *** *** in relation to a request for repairs submitted under a service warranty issued under Customer Contract Number ***, and administered by Service Net Solutions, LLC("Service
Net") on behalf of AIU
*** *** contacted Service Net on November 20, *** and indicated that he was having problems with the software in his LCD Flat Panel television, and Service Net informed him that the software was not covered under the service warranty*** *** subsequently requested a refund of the amount paid for the service warranty, $Accordingly, on December 5, ***, a check (number ***) in the same amount was issued and mailed to Mr***On January 6, *** and January 16, ***, *** *** reported that he has not received the checkAs a result, Service Net issued a replacement check (number ***) and mailed it to *** *** on January 22, ***
Please contact me if you have any questions regarding this fileThank you
Sincerely,
*** ***
Dear Sir or Madam:
Please accept this response to the above referenced consumer complaint filed by Mr*** in relation to the repair/replacement of his *** Cell phone, submitted under a Service Contract administered by Service Net Solutions, LLC("Service Net") on behalf of
*** (***)
Mr*** contacted Service Net on August 14, *** to set up a claim because he was unable to charge his phoneService Net purchased and mailed a replacement phone to him on October 14, ***On November 9, ***, Mr*** contacted Service Net to advise that the mobile data and SIM card on the new phone were not working, and Service Net responded that the service contract was fulfilled when the unit was replacedMr*** replied that the unit was dead on arrival, so on November 17, ***, Service Net contacted Mr*** to clarify whether the issue relates to the SIM card or the unit was dead on arrival, so Service Net can process a returnService Net received a response from Mr*** on November 24, ***, after the day window to process the returnAccordingly, Mr*** was advised to contact the manufacturer directly to address any repair issues
After further consideration, Service Net has decided to pay for the cost of the repair through the manufacturerMr*** has been informed that payment will only be provided once the invoice for the repair and shipping costs are received
Please contact me if you have any questions regarding this fileThank you
Sincerely,
*** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding her Repair Coverage Service Plan (“the Plan”)The Complainant is requesting that her television repair that is due to manufacturer
defect be covered under warrantyOur records reflect that on September 11, 2015, the Complainant initiated a claim for her *** plasma television, noting that when powered on, even though there was sound, the screen remained blackOn September 14, 2015, the claim was assigned to *** Brothers TV & VCR Repair (“*** Brothers”) for a service callWhile onsite for the service call on September 17, 2015, the servicer for *** Brothers called to advise that there was a crack in the lower right side of the screen and could not determine if the crack was caused by stress or physical damageThe servicer provided SNW with photos of the damage and SNW initially determined that the crack was caused by impactSNW denied the claim as the crack was due to physical damage and was not covered under the service contractOn September 18, 2015, the Complainant called SNW to contest the denial and requested to speak with a supervisorHowever, there was no supervisor available at this timeA SNW supervisor contacted the Complainant on September 19, 2015, and provided explanation of the denialThe Complainant disputed the denial, stating that they (the family) did not do anything to crack the unitSubsequently, SNW re-evaluated the claim and determined that the loss was eligible for coverage based on additional information concerning various reports of similar incidents occurring with the same model of TV that were not caused by physical damageThe unit was determined to be beyond economical repair and on September 28, 2015, the Complainant was offered the choice of either a replacement *** *** Series 60” Class Full HD Smart LED TV (***) or a buyout in the amount of $On September 29, 2015, the Complainant accepted compensation in the amount of $Payment was issued on October 1, 2015, via check no*** and mailed to the Complainant on October 2, 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,*** ***
Service Net Solutions of Florida, LLC (“SNSF”) has completed a review of 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 is still in need of repair
and qualifies as a lemon under the No Lemon Guarantee
Our records reflect that on June 29, 2014, the Complainant initiated a claim for his notebook computer, indicating that the unit was not chargingThe claim was referred to ** Services who subsequently diagnosed the computerIt was determined that a logic board was needed** *** repaired the notebook computer and returned it to the Complainant on July 15,
On August 11, 2014, the Complainant advised SNSF of a broken hinge on his notebook computerThe claim was referred to ** ***The repair was completed on August 26, and the unit was shipped back to the Complainant
On December 28, 2014, the Complainant contacted SNSF and indicated that the unit was not charging or recognizing the power cord, and there was no usage of the graphics** Services replaced the logic board and returned the notebook computer back to the Complainant on January 13,
The Complainant contacted SNSF on June 30, 2015, and reported that the bottom panel on the unit was failing and that the fan was very loud and overheating** Services replaced the fan assembly and the bottom case was repairedThe unit was shipped back to the Complainant on July 16,
Between the dates of July 24, and July 29, several calls were exchanged with the Complainant whereas the Complainant stated that his unit 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 contract, the unit does not qualify as a lemon
The 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 current 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 expense
To date, the Complainant’s unit has been repaired on four occasions, with only two of these occasions representing the same problemIn order to qualify as a lemon, the unit would have to have had three repairs for the same issue and with the same parts replaced each time, and a fourth reported for the same issues as the other three repairsThis does not include repairs done under the manufacturer’s warranty or reworks
On July 31, 2015, the Complainant contacted ** Services and stated that the fan was still loudThe functionality of the unit is not affected, but that the loudness is annoyingHe was advised that unless the loudness is affecting the functionality of the unit, the repairs would not be covered under the Plan
As well, the Complainant notes that the Lemon Terms on his contract were not the terms on the contract that he signedThe Complainant did not sign a contract but agreed to the terms and conditions of the contract at the time of purchaseThe terms and conditions were made available to him before the purchaseIn addition, the contract terms were emailed to the Complainant on December 15, and available on the *** website, providing the option to cancel the contract for a full refund within days of the date of purchase
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,
*** ***
January 11, 2017 Via Electronic Mail Complaint Coordinator Revdex.com, *** *** ** *** *** *** ** *** *** *** *** *** Company: Service Net Warranty, LLC *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** Dear Sir or Madam: Please accept this response to the above referenced complaint filed by the Complainant regarding an LG Extended Service Plan (“the Plan”), administered by Service Net Warranty, LLC (“***”) The Complainant contends his refrigerator is still not functioning properly and requests for the unit to be repaired, replaced or a buyout settlement offered under the Plan. The record shows that the Complainant first contacted *** on August 13, 2015, and initiated claim number *** for repair on his refrigerator reporting that it was making a loud noise The claim was assigned to *** Unlimited Appliances (“***”) who completed a diagnostic on the unit and determined that a part was needed for repair *** installed the ordered part and completed repair on September 1, 2015. On September 16, 2015, the Complainant contacted *** again stating the refrigerator was not cooling and the freezer had ice blocking the air flow *** assigned claim number *** to *** and a service appointment was scheduled for September 23, Following the service appointment, *** determined that the unit needed additional parts for repair which were installed on October 2, 2015. The Complainant contacted *** on April 25, 2016, stating ice was building up in the freezer so claim *** was initiated and assigned to *** for service repair *** diagnosed the freezer, ordered parts for repair on April 29, 2016, and completed the repairof the unit on May 17, The Complainant contacted *** on May 27, 2016, stating ice was building up again in the freezer For that reason, claim number *** was reopened and reassigned to *** for rework (a day period the service provider warranties its work), and service was scheduled for June 15, 2016, per the Complainant’s request On this date, *** diagnosed the issue and completed repair on June 16, 2016, with another part installation. The Complainant contacted *** on August 30, 2016, stating that the unit was not defrosting and requested a new service provider *** assigned claim number to service provider Factory Warranty Services (“FWS”) for service repair on September 2, FWS diagnosed the unit and installed additional parts to repair the unit on September 19, 2016. On October 10, 2016, the Complainant informed *** that his unit was still not working and requested a review under the Plan for a No Lemon Guarantee On this same date, claim number *** was also reopened and reassigned to FWS for rework *** completed the no lemon review on October 11, 2016, and advised the Complainant that his unit did not qualify for this alternate solution FWS later informed *** on October 20, 2016, that no issues were found after examining the Complainant’s unit and stated they contacted the ** technician line who was also unable to find an issue *** continued communications with the Complainant and FWS through November 2016, regarding the refrigerator. In light of this complaint, *** has re-evaluated the Complainant’s file and determined that since the assigned service provider has reported to *** that no issues can be found or diagnosed on the refrigerator, continued service repair on the unit is no longer an option at this time nor is a replacement unit available under the Plan For that reason and in order to bring resolution to this matter without further delay, *** will agree to an alternate solution for the Complainant based on Section 21, of the Plan which states: BUYOUTWe may elect, at Our option, to buyout the Contract during the coverage term for the lesser of (I) current market value of a Product with comparable specifications or (II) purchase price of Your Product minus sales tax and claims paidYou have up to forty-five (45) days from the date of authorization to complete your product buyout transactionWe will have satisfied all obligations owed under this Contract if any one of the buyout options is accepted by You. As outlined above, *** has issued the following claims payments to date under the Complainant’s Plan: Payment Date Claim Number Amount Paid 09/14/*** $ 11/04/$ 06/23/*** $ 10/06/$ TOTAL CLAIMS PAID $ The retail value of the Complainant’s refrigerator is $*** *** *** *** *** ** *** *** *** *** *** ** *** Therefore, *** is offering a buyout settlement to the Complainant in the amount of $1,($2,- $= $1,357.45) pursuant to the Plan terms stated above Please have the Complainant advise in writing whether or not he will accept this buyout offer Once *** has received written acceptance of the buyout offer from the Complainant, it will begin processing the settlement check. I trust that I have satisfactorily responded to your inquiry Please contact me if you have any questions regarding this complaint Sincerely, *** ** ***
I have been fighting with these people for a month and a halfGot them to honor the contract, said they would mail in my refund check in to business daysIts been business days since my product was received still no checkMy last Complaint Id# is ***I will be warning all people to stay away from Service Net.Honor the contract and send me my refund check. My unit was received on Feb16, Its been past the to business days