On behalf of Service Net Warranty, LLC (“SNW”), please accept this letter in response to the follinquiry submitted on behalf of the Complainant regarding his LG Extended Service Contract (“the Plan”)In a rebuttal to our response dated 3/15/16, the Complainant contends that his refrigerator has still not been properly repaired and requests a replacement unitOur records reflect that on 4/2/16, the Complainant initiated claim number *** for his refrigerator and indicated that the unit was not cooling properlyThe claim was referred to service provider LG Electronics Alabama (“LG Alabama”)On 4/8/16, LG Alabama completed diagnostics and advised that the unit needed additional parts in order to be repaired, specifically another compressor and a drier assemblyGiven this report, SNW reviewed the matter internally to determine whether a second opinion was needed and to discuss a possible alternate solutionAfter review, SNW determined to pursue the option of a replacement or buyout of the Complainant’s refrigeratorOn 4/21/16, SNW contacted the manufacturer, LG Electronics (“LG”), and notified them of the issueOn 5/2/16, LG approved the resolution of offering a replacement unitThe Complainant was subsequently contacted and accepted the offerSNW is currently no longer actively involved in the replacement process as the Complainant is interacting directly with LGThe Complainant has been asked to submit the original unit’s proof of purchase and information label to LG before he can obtain the replacement unitThe value of the replacement will be $2,300, which is the retail value paid for the original refrigeratorOnce the requested items are received, LG will issue the Complainant a reimbursement check for the above amountI 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, *** ***
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,
*** ***
Re: Complainant: *** *** ???????????Company: Service Net Warranty, LLC
Claim No.: ***
Revdex.com File No.: ***
Our File No.: ***
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 asserts that his television has yet to be repaired after several attempts
Our records reflect that on September 29, 2014, the Complainant initiated a claim for his television, citing the screen would go black and the remote would not workAfter this initial repair, the Complainant called on November 3, 2014, stating that the previous issues still occurredThere was a delay in having a service provider to check the unit on-site as the initial request from SNW was never receivedThe television was inspected on December 30, 2014, and the service provider indicated that no issues were found
In light of the Complainant’s most recent repair request, the service provider again inspected the television on-site and also took the unit with him for further diagnostic testingNo issues were found with the television, and it appeared to be working correctlySNW contacted the Complainant on February 9, 2015, to provide this informationThe Complainant was satisfied with this outcome and requested that his television be returnedAccording to the service provider, the unit will be returned on February 10,
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,
*** * *** ???????????
%
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 resolvedRegards,
*** ***
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.Multiple times I have sent over original receipts for bothndruer and washerI have had this policy since the dryer and washer were purchased new and should have to provide the same info every time I call for service twice! They are rude and kept saying they didn’t get the proof due to a problem with both faxes and emails they were having! I kept sending t and I kept calling they were supposed to to call me when they got it never did and I am still waiting for my service appt.
*** *** ** *** *** *** *** *** *** *** *** *** *** *** ***
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** *** 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,
*** ***
Date 01/06/2017*** ** ***In response to Service Net Solutions,LLC responseTheir solution as listed in the response was to offer a full warranty coverage for my *** television set in questionThey are including those dates of coverageThey are from 8, 2016-July 8, 2019. The only problem is that I have received no additional warranty information from them to use towards any further repairs if neededI am asking Service Net Solutions, LLC the send out warranty information that can be used to correct any problems. I am requesting that I receive a updated warranty information. Sincerely
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satis*** to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** * ***
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com, Incregarding her *** Extended Service Plan (“the Plan”)The Complainant contends that her television is still in need of repair
SNW confirms that on August 9, 2011, the Complainant purchased the Plan, a year extended service warranty, for her *** television After review of our records, it appears that most of the telephone calls referenced in the complaint letter relating to issues with the television were made to *** and not SNW Therefore, SNW cannot speak to what *** may or may not have told the Complainant Our records show that on October 16, 2012, the Complainant contacted SNW to initiate a claim on the television stating there was a clicking noise while the unit was turned on and/or off The Complainant further indicated to SNW that this issue had been present since the date of purchase After learning this information, the claim was diagnosed as a pre-existing condition and denied pursuant to section 12, subsection K of the Plan This section states: LIMITATIONS OF COVERAGE FOR YOUR PRODUCT THIS CONTRACT DOES NOT COVER: KProblems that existed in Your Product prior to the effective date of coverage under this Service Contract, which are known to you The only other call that SNW has on record is a telephone call on August 9, 2016, where the Complainant contacted SNW to initiate a claim for the television, indicating that the unit had no sound and that there was a popping and cracking noise when the unit is turned on and/or offAt this time the Complainant was advised that the Plan had expired on August 7, 2016, and her claim was deniedSee section 12, subsection G of the Plan that states: LIMITATIONS OF COVERAGE FOR YOUR PRODUCT THIS CONTRACT DOES NOT COVER: GOperational or mechanical failure of Your Product which is not reported to Us prior to expiration of this Service Contract 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
*** ***
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 her Easy Exchange Plus Service Contract (“the Plan”)The Complainant contends that coverage under the Plan is not
being honored despite submitting payment for renewalOur records reflect that on January 11, 2016, TracFone automatically billed the Complainant for the Plan annual renewal amount of $and subsequently deducted this amount from the Complainant’s bank account on recordHowever, when SNW received the sales file from TracFone, a system error occurred and the Complainant’s Plan renewal information failed to updateOn February 23, 2016, the Complainant attempted to access her online account in order to initiate a claimHowever, the Complainant’s claim request was rejected because the account showed coverage as unavailableThe Complainant contacted SNW customer service and was referred to TracFone to discuss the issue furtherOn February 29, 2016, SNW manually resolved the issue and the Complainant’s Plan renewal became activeSNW attempted to contact the Complainant to initiate a claim but there was no answer or option to leave a messageThe Complainant’s Plan is currently available for claim setup at her convenienceI 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, *** ***
Dear Sir or Madam:
Please accept this response to the above referenced consumer complaint filed by Ms*** 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
Service Net has resolved the issue which resulted in the filing of this complaintBy way of background Ms*** contacted Service Net on January 30, *** and reported problems with her Desktop computer screenService Net was not able to locate an authorized service provider in her area until February 6, ***On February 9, ***, the assigned service provider contacted Ms*** and completed the repair of the unit
Please contact me if you have any questions regarding this fileThank you
*** ** ***
RE: Complainant: *** *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** Dear Sir or Madam: Please accept this response to the above referenced complaint filed by the Complainant related to the
cancellation of an ** Extended Service Contract (“the Plan”) administered by Service Net Warranty, LLC(“SNW”) on behalf of AIUThe Complainant requests for a refund of the amount paid for the PlanThe Complainant purchased the Plan on June 13, 2015, for the total amount of $At the Complainant’s request, a three (3) month payment plan was sfor the Plan and the first premium payment in the amount of $was debited from the Complainant’s account on June 23, Due to an internal error SNW did not auto debit the Complainant’s account and no additional premium was received from the Complainant; therefore on August 23, 2015, the Plan was suspended for non-payment of premiumOn October 2, 2015, the Complainant contacted SNW requesting reinstatement of the Plan by use of another payment planThe Complainant was subsequently advised to submit the outstanding premium in full in order to reinstate the Plan, but SNW did not receive any payment from the ComplainantOn November 20, 2015, SNW cancelled the Plan for non-payment of premiumSince the payment plan originally sby the Complainant did not auto debit due to an internal error, SNW has contacted the Complainant and offered reinstatement of the Plan, as long as all remaining premium payments are made immediately; and the Complainant has accepted the offerSNW will reinstate the Plan as soon as the remaining premium payment is receivedWe will supplement our response as soon as we receive confirmation that the issue has been completely resolvedPlease contact me if you have any questions regarding this fileThank you.Sincerely,*** ** ***
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 complaint which was filed by Ms*** regarding her claim submitted under a service warranty issued under Customer Contract Number***-***-***and administered by Service Net Solutions, LLC("Service Net") on behalf of AIU
Ms*** reported the subject claim to Service Net on June 17, 2015, and requested for the repair of her LG Washer, which is under a one year service contactOn June 19, 2015, the assigned service provider, *** *** *** checked the appliance and submitted a request on July 7, 2015, to Service Net for approval to order parts (Stator Assembly and PCB Assembly) for the repairsOn the same date, LG advised that the Stator Assembly has a year warrantyAccordingly, Service Net contacted *** *** *** to confirm whether it is LG factory authorized service provider, and on July 10, 2015, *** *** *** responded that it is not a factory authorizedOn July 14, 2015, the repair was assigned to an authorized service provider, *** Center, to complete the repairs*** Center will contact Ms*** within the next business days to schedule an appointment to repair her washer
We will supplement our response as soon as we receive information from Service Net confirming that the appointment has been scheduled
Please contact me if you have any questions regarding this fileThank you
Sincerely,
*** ** ***
Re.: Complainants: Tania Lynn Wusterbarth Service Provider: *** ***, Inc Claim Nos.: *** *** *** *** *** *** *** *** ***
Dear Sir or Madam: Please accept this response to the above
referenced complaint filed by the Complainant with the Revdex.com, Inc(“Revdex.com”) regarding a *** Service Plan (“the Plan”) that is administered by *** ***, Inc(“***”) The Complainant contends that *** delayed the repair of her washer under the Plan, and desires an apology for the unprofessionalism and delay in reaching a resolution. As a matter of background, the Complainant purchased the Plan on January 9, 2017, at a purchase price of $On February 2017, the Complainant contacted *** stating that the washer made a loud noise and grinding when it is in use, and the grinding deposits metal shaving in the tub A claim was initiated and assigned to *** *** Appliance Repair LLC (“*** ***”), for a service appointment on February 27, After the service appointment, *** *** determined parts were needed for the repair. On March 6, and March 13, 2017, the Complainant contacted *** to request a claims status In turn, *** contacted *** *** for a status of the claim and was advised that it was waiting for invoice approval form *** However, *** never received the invoice from *** *** and requested for it to be resubmitted on March 13th The Complainant was advised to follwith *** in 3-business days for a current status The invoice was later received by *** from *** *** on March 20, On this same date, *** contacted the Complainant to advise that the invoice had been received and is being processed After review of the invoice from *** ***, *** determined that the unit was Beyond Economical Repair and it would need to resolve the claim with an alternate solution per the Plan terms *** made the decision to offer the Complainant a buyout settlement of the unit Pursuant to the Plan’s terms and conditions under Section EXCHANGE OR BUYOUT, it states: EXCHANGE OR BUYOUT 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 prices of the covered Product, excluding taxes, delivery and installation fees The value of the Exchange or Buyout will be determined according to the age of the covered Product using the following depreciation schedule: Product Reimbursement 1-years 75% of Original purchase price of the covered Product 6-years 45% of Original purchase price of the covered Product… Since the Complainant’s unit was purchased in 2008, it falls within the 6-year range with a reimbursement amount of 45% of the retail value of the unit which is $ Based on this analysis, *** offered a buyout settlement to the Complainant for the unit in the amount of $($x 45% = $420.30) *** contacted the Complainant on March 27, 2017, to extend the buyout settlement offer, which was acceptedThe buyout settlement check was processed on March 30, 2017, and check #in the amount of $was issued to the Complainant at the address on record. Upon receipt of this Revdex.com complaint, *** contacted the Complainant on March 29, 2017, to discuss the Complainant’s experience and apologized for the delay in resolving her claim We trust that we have satisfactorily responded to your inquiry Should you have any questions please feel free to contact me. Sincerely,*** ** *** Enclosures
Dear Sir or Madam: On 1/4/17, we submitted our initial response letter to the above referenced complaint and indicated that the service provider, ** *** ***, has ordered parts for the repairs and the Complainant will be contacted to schedule an appointment to complete the needed repairs on the replacement television. Our business unit has confirmed that on 12/26/16, the service provider installed the parts and the unit is functioning properly. A copy of the terms and conditions of the plan was also mailed to the Complainant. Please contact me if you have any questions regarding this file. Thank you. *
*** ** ***
***
***
*** *** *** * *** *** ***
*** *** *** *** *** *** *** ** ***
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.During my first contact with AIG, the AIG representative stated that they were going to assign *** *** ApplianceI specifically stated at that time that I did not want to have *** *** Appliance because of experiences of unsatisfactory service in the pastThey were unable to secure another provider that I requested and went ahead and sent *** *** Appliance anyway without contacting me first. *** *** Appliance provided a poor diagnostic assessment of our washing machine and stated that they could not fix the problem because of excessive cost of repairAlthough AIG refunded the extended warranty, they did not resolve the issue which resulted in my husband and I 1) having to find another repair service at additional cost and 2) needing to take additional time off from work in order to attend to service calls. AIG should pay the cost of repair, as they sent an incompetent service provider which led to us having to find another competent service provider who was able to resolve the problem without the excessive and inappropriate cost that was quoted by *** *** to AIG
Regards,
*** ***
April 30,
*** *** *** *** *** ** *** *** *** ** *** *** *** *** ***
Company: Service Net Warranty, LLC
Claim Nos.: ***
Revdex.com File No** ***
*** *** *** ***
Dear Sir or Madam:
On behalf of Service Net Warranty, LLC ("SNW"), please accept this letter in response to the follinquiry submitted on behalf of the Complainant regarding his Repair Coverage Service Plan ("the Plan")In a rebuttal to our previous responses, the Complainant stated that he is not satisfied with SNW’s replacement and buy-out options
In our previous response dated April 20, 2015, it was indicated that pursuant to Section of the Complainant’s Plan, if we are unable to repair the product, he is entitled to the lesser of the current market value of a comparable product or the retail price paid for the product, minus tax and claims paidSNW had offered the option of either a replacement television or a buy-out in the amount of $900, which is the value of the replacement
In light of the most recent correspondence from the Complainant, SNW offered the following options: the replacement television plus a one-year extended service warranty or a buy-out in the amount of $1,The Complainant accepted the buy-out offer and SNW is currently awaiting receipt of the signed buy-out letter to finalize this matter
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,
*** ***
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
[The response from AIG is incorrectI purchase a *** washer and dryer from *** with an extended warranty of yearsRight before the extended warranty of years expired, *** and *** started to send letters asking me to purchase coverage after the extended warranty expiredI choose to go with *** instead of *** because they were the manufacturer. I did not enter any incorrect datesWhen you go on line on the *** website it does not ask you to enter a dateAgain I did not enter any purchase datesI have attached copiers of the letters, receipts and certificate of coverage.I made numerous calls to ***They asked for my receiptThey ask me to send the receipt to Sid research in order to get the service once the dates were correctOnce that was done, I called them againThey told me that they would talk to somebody about my issueThey proceed to cancel my certificate of coverageI did not cancel itThey do not have anything in writing from mePlease have them provide the written request to AWG to have the plan cancelledThey do not have that because I never submitted thatThat is a lie.These are the manager I spoke to* *** *** *** ***As far as the price of the coverage is determined by the age of washer and dryer that is also incorrect*** offered something a few dollars cheaper than ***That is also incorrect in their part.If *** made a mistake, that is not something that I did wrongThey entered into a contract by taking my payment and issued a certificate of coverageI spent almost $2,in the washer and dryer thinking this is a good brandBoth of them have gone bad in yearsWe are a family of peopleMy wife, daughter of years and meWe don’t do any heavy washing and dryingIt is just bad quality on the part of ***.It is not moral, incorrect and dishonest to do business in this matterTheir response is also full of lies and assumptions that are incorrect.Please let me know if you need anything else from my in order to get a solution to this issue.Thanks.*** ***]
Regards,
*** ***
March 2, 2017 Revdex.com, IncConciliation Department S4th Street Louisville, KY 40203- Re: Complainants: *** *** ***: Service Net Warranty, LLC Revdex.com File No.: Our File No.: GCS- 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 a *** *** Repair Service Contract (“the Plan”) The Complainant contends that there has been undue delay in the repair of her notebook and demands a full refund of the Plan purchase price along with business reimbursement of $3,for the additional seven (7) days beyond the guaranteed time to repair. The record reflects that on 1/30/17, the Complainant contacted SNW to initiate a claim on the notebook for freezing issuesThe claim was first assigned to the triage servicer for troubleshooting and then referred to VT Services on 2/1/for repair On 2/6/17, the Complainant contacted SNW for a status update of the repairSNW advised that a prepaid shipping box and return label would be mailed to the Complainant via FedEx within 1-business daysVT Services received the notebook from the Complainant on 2/10/ On 2/17/17, VT Services determined that the notebook needed a new motherboard and SNW approved the part the same day The Complainant contacted SNW for a status update and was advised that the necessary repair part had been ordered and approved. On 2/23/17, the Complainant contacted SNW and requested a full refund of the Plan purchase price based on Section SERVICE EXPRESS under the Plan which states: SERVICE EXPRESSService Express is a benefit “We” provide to all *** Customers with Replacement and *** Repair contractsWe stand behind Our service and expect that We can repair or replace Your product within five (5) business days or lessWe will refund to You the cost of the service plan You purchased if We take longer than five (5) business days to complete Your repair or replacementThe time to repair Your product does not include shipping time to or from Our repair facilitiesWe will repair Your product within five (5) business days of receipt at Our repair facilityThis benefit is not currently available to any *** Customers scheduling onsite serviceService Express does not cover extended repair times due to parts unavailabilityIn the unlikely event we fail to complete Your repair or replacement within five (5) business days, please contact Us at 866-257-to request a refund of Your service plan cost. SNW confirmed with VT Services that the repair on the notebook was completed and shipped back to the Complainant on 2/23/Since the repair of the notebook was not completed by VT Services within five (5) business days after receipt and pursuant to the Plan terms under Section 8, SNW is refunding the Complainant the entire Plan purchase price in the amount of $ SNW has processed this refund under the Plan and a check will be sent directly to the Complainant within business days. 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, under the Plan it says: 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 $3,500.00. 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, *** Giordano
On behalf of Service Net Warranty, LLC (“SNW”), please accept this letter in response to the follinquiry submitted on behalf of the Complainant regarding his LG Extended Service Contract (“the Plan”)In a rebuttal to our response dated 3/15/16, the Complainant contends that his refrigerator has still not been properly repaired and requests a replacement unitOur records reflect that on 4/2/16, the Complainant initiated claim number *** for his refrigerator and indicated that the unit was not cooling properlyThe claim was referred to service provider LG Electronics Alabama (“LG Alabama”)On 4/8/16, LG Alabama completed diagnostics and advised that the unit needed additional parts in order to be repaired, specifically another compressor and a drier assemblyGiven this report, SNW reviewed the matter internally to determine whether a second opinion was needed and to discuss a possible alternate solutionAfter review, SNW determined to pursue the option of a replacement or buyout of the Complainant’s refrigeratorOn 4/21/16, SNW contacted the manufacturer, LG Electronics (“LG”), and notified them of the issueOn 5/2/16, LG approved the resolution of offering a replacement unitThe Complainant was subsequently contacted and accepted the offerSNW is currently no longer actively involved in the replacement process as the Complainant is interacting directly with LGThe Complainant has been asked to submit the original unit’s proof of purchase and information label to LG before he can obtain the replacement unitThe value of the replacement will be $2,300, which is the retail value paid for the original refrigeratorOnce the requested items are received, LG will issue the Complainant a reimbursement check for the above amountI 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, *** ***
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,
*** ***
Re: Complainant: *** *** ???????????Company: Service Net Warranty, LLC
Claim No.: ***
Revdex.com File No.: ***
Our File No.: ***
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 asserts that his television has yet to be repaired after several attempts
Our records reflect that on September 29, 2014, the Complainant initiated a claim for his television, citing the screen would go black and the remote would not workAfter this initial repair, the Complainant called on November 3, 2014, stating that the previous issues still occurredThere was a delay in having a service provider to check the unit on-site as the initial request from SNW was never receivedThe television was inspected on December 30, 2014, and the service provider indicated that no issues were found
In light of the Complainant’s most recent repair request, the service provider again inspected the television on-site and also took the unit with him for further diagnostic testingNo issues were found with the television, and it appeared to be working correctlySNW contacted the Complainant on February 9, 2015, to provide this informationThe Complainant was satisfied with this outcome and requested that his television be returnedAccording to the service provider, the unit will be returned on February 10,
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,
*** * *** ???????????
%
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 resolvedRegards,
*** ***
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.Multiple times I have sent over original receipts for bothndruer and washerI have had this policy since the dryer and washer were purchased new and should have to provide the same info every time I call for service twice! They are rude and kept saying they didn’t get the proof due to a problem with both faxes and emails they were having! I kept sending t and I kept calling they were supposed to to call me when they got it never did and I am still waiting for my service appt.
*** *** ** *** *** *** *** *** *** *** *** *** *** *** ***
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ** *** 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,
*** ***
Date 01/06/2017*** ** ***In response to Service Net Solutions,LLC responseTheir solution as listed in the response was to offer a full warranty coverage for my *** television set in questionThey are including those dates of coverageThey are from 8, 2016-July 8, 2019. The only problem is that I have received no additional warranty information from them to use towards any further repairs if neededI am asking Service Net Solutions, LLC the send out warranty information that can be used to correct any problems. I am requesting that I receive a updated warranty information. Sincerely
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satis*** to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedRegards,
*** * ***
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com, Incregarding her *** Extended Service Plan (“the Plan”)The Complainant contends that her television is still in need of repair
SNW confirms that on August 9, 2011, the Complainant purchased the Plan, a year extended service warranty, for her *** television After review of our records, it appears that most of the telephone calls referenced in the complaint letter relating to issues with the television were made to *** and not SNW Therefore, SNW cannot speak to what *** may or may not have told the Complainant Our records show that on October 16, 2012, the Complainant contacted SNW to initiate a claim on the television stating there was a clicking noise while the unit was turned on and/or off The Complainant further indicated to SNW that this issue had been present since the date of purchase After learning this information, the claim was diagnosed as a pre-existing condition and denied pursuant to section 12, subsection K of the Plan This section states: LIMITATIONS OF COVERAGE FOR YOUR PRODUCT THIS CONTRACT DOES NOT COVER: KProblems that existed in Your Product prior to the effective date of coverage under this Service Contract, which are known to you The only other call that SNW has on record is a telephone call on August 9, 2016, where the Complainant contacted SNW to initiate a claim for the television, indicating that the unit had no sound and that there was a popping and cracking noise when the unit is turned on and/or offAt this time the Complainant was advised that the Plan had expired on August 7, 2016, and her claim was deniedSee section 12, subsection G of the Plan that states: LIMITATIONS OF COVERAGE FOR YOUR PRODUCT THIS CONTRACT DOES NOT COVER: GOperational or mechanical failure of Your Product which is not reported to Us prior to expiration of this Service Contract 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
*** ***
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 her Easy Exchange Plus Service Contract (“the Plan”)The Complainant contends that coverage under the Plan is not
being honored despite submitting payment for renewalOur records reflect that on January 11, 2016, TracFone automatically billed the Complainant for the Plan annual renewal amount of $and subsequently deducted this amount from the Complainant’s bank account on recordHowever, when SNW received the sales file from TracFone, a system error occurred and the Complainant’s Plan renewal information failed to updateOn February 23, 2016, the Complainant attempted to access her online account in order to initiate a claimHowever, the Complainant’s claim request was rejected because the account showed coverage as unavailableThe Complainant contacted SNW customer service and was referred to TracFone to discuss the issue furtherOn February 29, 2016, SNW manually resolved the issue and the Complainant’s Plan renewal became activeSNW attempted to contact the Complainant to initiate a claim but there was no answer or option to leave a messageThe Complainant’s Plan is currently available for claim setup at her convenienceI 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, *** ***
Dear Sir or Madam:
Please accept this response to the above referenced consumer complaint filed by Ms*** 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
Service Net has resolved the issue which resulted in the filing of this complaintBy way of background Ms*** contacted Service Net on January 30, *** and reported problems with her Desktop computer screenService Net was not able to locate an authorized service provider in her area until February 6, ***On February 9, ***, the assigned service provider contacted Ms*** and completed the repair of the unit
Please contact me if you have any questions regarding this fileThank you
*** ** ***
RE: Complainant: *** *** *** *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** Dear Sir or Madam: Please accept this response to the above referenced complaint filed by the Complainant related to the
cancellation of an ** Extended Service Contract (“the Plan”) administered by Service Net Warranty, LLC(“SNW”) on behalf of AIUThe Complainant requests for a refund of the amount paid for the PlanThe Complainant purchased the Plan on June 13, 2015, for the total amount of $At the Complainant’s request, a three (3) month payment plan was sfor the Plan and the first premium payment in the amount of $was debited from the Complainant’s account on June 23, Due to an internal error SNW did not auto debit the Complainant’s account and no additional premium was received from the Complainant; therefore on August 23, 2015, the Plan was suspended for non-payment of premiumOn October 2, 2015, the Complainant contacted SNW requesting reinstatement of the Plan by use of another payment planThe Complainant was subsequently advised to submit the outstanding premium in full in order to reinstate the Plan, but SNW did not receive any payment from the ComplainantOn November 20, 2015, SNW cancelled the Plan for non-payment of premiumSince the payment plan originally sby the Complainant did not auto debit due to an internal error, SNW has contacted the Complainant and offered reinstatement of the Plan, as long as all remaining premium payments are made immediately; and the Complainant has accepted the offerSNW will reinstate the Plan as soon as the remaining premium payment is receivedWe will supplement our response as soon as we receive confirmation that the issue has been completely resolvedPlease contact me if you have any questions regarding this fileThank you.Sincerely,*** ** ***
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 complaint which was filed by Ms*** regarding her claim submitted under a service warranty issued under Customer Contract Number***-***-***and administered by Service Net Solutions, LLC("Service Net") on behalf of AIU
Ms*** reported the subject claim to Service Net on June 17, 2015, and requested for the repair of her LG Washer, which is under a one year service contactOn June 19, 2015, the assigned service provider, *** *** *** checked the appliance and submitted a request on July 7, 2015, to Service Net for approval to order parts (Stator Assembly and PCB Assembly) for the repairsOn the same date, LG advised that the Stator Assembly has a year warrantyAccordingly, Service Net contacted *** *** *** to confirm whether it is LG factory authorized service provider, and on July 10, 2015, *** *** *** responded that it is not a factory authorizedOn July 14, 2015, the repair was assigned to an authorized service provider, *** Center, to complete the repairs*** Center will contact Ms*** within the next business days to schedule an appointment to repair her washer
We will supplement our response as soon as we receive information from Service Net confirming that the appointment has been scheduled
Please contact me if you have any questions regarding this fileThank you
Sincerely,
*** ** ***
Re.: Complainants: Tania Lynn Wusterbarth Service Provider: *** ***, Inc Claim Nos.: *** *** *** *** *** *** *** *** ***
Dear Sir or Madam: Please accept this response to the above
referenced complaint filed by the Complainant with the Revdex.com, Inc(“Revdex.com”) regarding a *** Service Plan (“the Plan”) that is administered by *** ***, Inc(“***”) The Complainant contends that *** delayed the repair of her washer under the Plan, and desires an apology for the unprofessionalism and delay in reaching a resolution. As a matter of background, the Complainant purchased the Plan on January 9, 2017, at a purchase price of $On February 2017, the Complainant contacted *** stating that the washer made a loud noise and grinding when it is in use, and the grinding deposits metal shaving in the tub A claim was initiated and assigned to *** *** Appliance Repair LLC (“*** ***”), for a service appointment on February 27, After the service appointment, *** *** determined parts were needed for the repair. On March 6, and March 13, 2017, the Complainant contacted *** to request a claims status In turn, *** contacted *** *** for a status of the claim and was advised that it was waiting for invoice approval form *** However, *** never received the invoice from *** *** and requested for it to be resubmitted on March 13th The Complainant was advised to follwith *** in 3-business days for a current status The invoice was later received by *** from *** *** on March 20, On this same date, *** contacted the Complainant to advise that the invoice had been received and is being processed After review of the invoice from *** ***, *** determined that the unit was Beyond Economical Repair and it would need to resolve the claim with an alternate solution per the Plan terms *** made the decision to offer the Complainant a buyout settlement of the unit Pursuant to the Plan’s terms and conditions under Section EXCHANGE OR BUYOUT, it states: EXCHANGE OR BUYOUT 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 prices of the covered Product, excluding taxes, delivery and installation fees The value of the Exchange or Buyout will be determined according to the age of the covered Product using the following depreciation schedule: Product Reimbursement 1-years 75% of Original purchase price of the covered Product 6-years 45% of Original purchase price of the covered Product… Since the Complainant’s unit was purchased in 2008, it falls within the 6-year range with a reimbursement amount of 45% of the retail value of the unit which is $ Based on this analysis, *** offered a buyout settlement to the Complainant for the unit in the amount of $($x 45% = $420.30) *** contacted the Complainant on March 27, 2017, to extend the buyout settlement offer, which was acceptedThe buyout settlement check was processed on March 30, 2017, and check #in the amount of $was issued to the Complainant at the address on record. Upon receipt of this Revdex.com complaint, *** contacted the Complainant on March 29, 2017, to discuss the Complainant’s experience and apologized for the delay in resolving her claim We trust that we have satisfactorily responded to your inquiry Should you have any questions please feel free to contact me. Sincerely,*** ** *** Enclosures
We have taken care of this; Mr***'s contract has been corrected and customer received service; repair was complete 04/17/
Dear Sir or Madam: On 1/4/17, we submitted our initial response letter to the above referenced complaint and indicated that the service provider, ** *** ***, has ordered parts for the repairs and the Complainant will be contacted to schedule an appointment to complete the needed repairs on the replacement television. Our business unit has confirmed that on 12/26/16, the service provider installed the parts and the unit is functioning properly. A copy of the terms and conditions of the plan was also mailed to the Complainant. Please contact me if you have any questions regarding this file. Thank you. *
*** ** ***
***
***
*** *** *** * *** *** ***
*** *** *** *** *** *** *** ** ***
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.During my first contact with AIG, the AIG representative stated that they were going to assign *** *** ApplianceI specifically stated at that time that I did not want to have *** *** Appliance because of experiences of unsatisfactory service in the pastThey were unable to secure another provider that I requested and went ahead and sent *** *** Appliance anyway without contacting me first. *** *** Appliance provided a poor diagnostic assessment of our washing machine and stated that they could not fix the problem because of excessive cost of repairAlthough AIG refunded the extended warranty, they did not resolve the issue which resulted in my husband and I 1) having to find another repair service at additional cost and 2) needing to take additional time off from work in order to attend to service calls. AIG should pay the cost of repair, as they sent an incompetent service provider which led to us having to find another competent service provider who was able to resolve the problem without the excessive and inappropriate cost that was quoted by *** *** to AIG
Regards,
*** ***
April 30,
*** *** *** *** *** ** *** *** *** ** *** *** *** *** ***
Company: Service Net Warranty, LLC
Claim Nos.: ***
Revdex.com File No** ***
*** *** *** ***
Dear Sir or Madam:
On behalf of Service Net Warranty, LLC ("SNW"), please accept this letter in response to the follinquiry submitted on behalf of the Complainant regarding his Repair Coverage Service Plan ("the Plan")In a rebuttal to our previous responses, the Complainant stated that he is not satisfied with SNW’s replacement and buy-out options
In our previous response dated April 20, 2015, it was indicated that pursuant to Section of the Complainant’s Plan, if we are unable to repair the product, he is entitled to the lesser of the current market value of a comparable product or the retail price paid for the product, minus tax and claims paidSNW had offered the option of either a replacement television or a buy-out in the amount of $900, which is the value of the replacement
In light of the most recent correspondence from the Complainant, SNW offered the following options: the replacement television plus a one-year extended service warranty or a buy-out in the amount of $1,The Complainant accepted the buy-out offer and SNW is currently awaiting receipt of the signed buy-out letter to finalize this matter
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,
*** ***
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
[The response from AIG is incorrectI purchase a *** washer and dryer from *** with an extended warranty of yearsRight before the extended warranty of years expired, *** and *** started to send letters asking me to purchase coverage after the extended warranty expiredI choose to go with *** instead of *** because they were the manufacturer. I did not enter any incorrect datesWhen you go on line on the *** website it does not ask you to enter a dateAgain I did not enter any purchase datesI have attached copiers of the letters, receipts and certificate of coverage.I made numerous calls to ***They asked for my receiptThey ask me to send the receipt to Sid research in order to get the service once the dates were correctOnce that was done, I called them againThey told me that they would talk to somebody about my issueThey proceed to cancel my certificate of coverageI did not cancel itThey do not have anything in writing from mePlease have them provide the written request to AWG to have the plan cancelledThey do not have that because I never submitted thatThat is a lie.These are the manager I spoke to* *** *** *** ***As far as the price of the coverage is determined by the age of washer and dryer that is also incorrect*** offered something a few dollars cheaper than ***That is also incorrect in their part.If *** made a mistake, that is not something that I did wrongThey entered into a contract by taking my payment and issued a certificate of coverageI spent almost $2,in the washer and dryer thinking this is a good brandBoth of them have gone bad in yearsWe are a family of peopleMy wife, daughter of years and meWe don’t do any heavy washing and dryingIt is just bad quality on the part of ***.It is not moral, incorrect and dishonest to do business in this matterTheir response is also full of lies and assumptions that are incorrect.Please let me know if you need anything else from my in order to get a solution to this issue.Thanks.*** ***]
Regards,
*** ***
March 2, 2017 Revdex.com, IncConciliation Department S4th Street Louisville, KY 40203- Re: Complainants: *** *** ***: Service Net Warranty, LLC Revdex.com File No.: Our File No.: GCS- 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 a *** *** Repair Service Contract (“the Plan”) The Complainant contends that there has been undue delay in the repair of her notebook and demands a full refund of the Plan purchase price along with business reimbursement of $3,for the additional seven (7) days beyond the guaranteed time to repair. The record reflects that on 1/30/17, the Complainant contacted SNW to initiate a claim on the notebook for freezing issuesThe claim was first assigned to the triage servicer for troubleshooting and then referred to VT Services on 2/1/for repair On 2/6/17, the Complainant contacted SNW for a status update of the repairSNW advised that a prepaid shipping box and return label would be mailed to the Complainant via FedEx within 1-business daysVT Services received the notebook from the Complainant on 2/10/ On 2/17/17, VT Services determined that the notebook needed a new motherboard and SNW approved the part the same day The Complainant contacted SNW for a status update and was advised that the necessary repair part had been ordered and approved. On 2/23/17, the Complainant contacted SNW and requested a full refund of the Plan purchase price based on Section SERVICE EXPRESS under the Plan which states: SERVICE EXPRESSService Express is a benefit “We” provide to all *** Customers with Replacement and *** Repair contractsWe stand behind Our service and expect that We can repair or replace Your product within five (5) business days or lessWe will refund to You the cost of the service plan You purchased if We take longer than five (5) business days to complete Your repair or replacementThe time to repair Your product does not include shipping time to or from Our repair facilitiesWe will repair Your product within five (5) business days of receipt at Our repair facilityThis benefit is not currently available to any *** Customers scheduling onsite serviceService Express does not cover extended repair times due to parts unavailabilityIn the unlikely event we fail to complete Your repair or replacement within five (5) business days, please contact Us at 866-257-to request a refund of Your service plan cost. SNW confirmed with VT Services that the repair on the notebook was completed and shipped back to the Complainant on 2/23/Since the repair of the notebook was not completed by VT Services within five (5) business days after receipt and pursuant to the Plan terms under Section 8, SNW is refunding the Complainant the entire Plan purchase price in the amount of $ SNW has processed this refund under the Plan and a check will be sent directly to the Complainant within business days. 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, under the Plan it says: 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 $3,500.00. 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, *** Giordano