Revdex.com, Inc.
Re: Complainant: [redacted]
Company: Service Net Solutions [redacted]
Claim No.: [redacted]
Revdex.com File No.: [redacted]
Our File No.: [redacted]
Dear Sir or Madam:
Service Net Solutions [redacted] ("SNS") has completed a review of the above-captioned...
complaint which was filed by the Complainant with the Revdex.com regarding a claim under his Repair Coverage Service Plan ("the Plan"). The Complainant contends that there has been a delay in repairing his camcorder.
Our records reflect that on July 28, 2014, the Complainant initiated a claim for his defective camcorder. On August 19, 2014, the camcorder was diagnosed and repair of the product was approved. However, there was a delay in receiving the repair parts for the product. The camcorder was repaired on October 15, 2014, and returned to the customer on October 20, 2014. However, it was determined that the product was still in need of further repair.
SNS has since contacted the Complainant and agreed to a buyout of the product. SNS issued payment to the Complainant in the amount of $1,599.00 (the equivalent cost of the product’s retail value). SNS’s obligations to the Complainant have been satisfied in full.
I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number.
Sincerely,
February 6, 2017 [redacted] Re: Complainant: [redacted] Company: [redacted] Inc. Insurer: I[redacted]...
[redacted] Revdex.com File No.: [redacted] Our File No.: [redacted] Dear Sir or Madam: [redacted] Inc. (“[redacted]”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com, Inc. regarding his [redacted] Extended Service Contract (the “Plan”). The Complainant requested cancellation of the Plan and contends that there has been a delay in processing his refund. [redacted] records reflect that on January 10, 2017, the Complainant advised that his dishwasher was replaced by the manufacturer and he was no longer in possession of the unit for which he purchased the Plan. For that reason, the Complainant requested a cancellation and refund of the Plan. On January 11, 2017, the Complainant contacted [redacted] to get a status of his cancellation request. [redacted] advised the Complainant that the cancellation was not yet processed and to allow more time. Please note, the standard processing time for a cancellation can take up to 30 days to complete. On January 20, 2017, [redacted] received an error in processing the Complainant’s cancellation. The issue was later corrected and on January 30, 2017, the Complainant’s Plan was cancelled and a full refund in the amount of $106.11 was issued back the Complainant’s credit card on file. We trust that the above addresses the issue raised in the complaint. Should you have any questions or require additional information, please contact me directly and reference our file number, [redacted]. 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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]Their explanation only addresses 1 of the 3 areas of damage (4 if you include the scratches), which they only have a picture of one of the spots, and the picture is also rather blurry. Also their explanation is as if they are saying the damage happened in transit, which it appears it did not.Additionally I'm not convinced the contract accounts for the formatting of my computer when specific instructions were included to NOT format the computer. This isn't a problem that they formatted it incorrectly. In fact permission to format my hard drive was revoked. Lastly I never received any sort of offer to have my laptop repaired out of pocket.I think if you compare the notes I sent in with my original Revdex.com complaint to their stated actions that you will see the discrepancies.
Regards,
[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 satisfactory 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]
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 ** as an AUTHORIZED repair organization for [redacted] notebooks. I'm panning on pursuing this legally with **, AIG and [redacted]
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding his LG Extended Service Contract (“the Plan”). The Complainant contends that his defective refrigerator should be either repaired...
immediately or replaced with a new unit. Our records reflect that on October 9, 2015, the Complainant initiated claim number [redacted] for his refrigerator and indicated that the unit was making a loud noise. The claim was referred to service provider LG Electronics [redacted] (“LG [redacted]”) for a service appointment on October 12, 2015. LG [redacted] subsequently replaced the duct assembly. On January 2, 2016, the Complainant contacted SNW and stated the refrigerator was not cooling properly. A new claim number [redacted]was initiated and assigned to LG [redacted], who serviced the unit on January 5, 2016. On January 8, 2016, the Complainant contacted SNW and indicated the refrigerator was still not cooling properly. The claim was again assigned to LG [redacted] who repaired the unit on January 15, 2016. Then on February 15, 2016, the Complainant contacted SNW again stating the refrigerator was not cooling properly even though the unit’s compressor had been replaced. SNW advised that a rework order for the claim would be initiated. The claim was assigned and sent to [redacted] Factory Service (“[redacted]”) for repair. On February 24, 2016, [redacted] advised that the unit was not serviceable. SNW subsequently sent this matter to the claims department for further review. On February 25, 2016, it was determined by the claims department that this specific model’s sealed system is covered by a 7 year manufacturer parts warranty. Therefore, all replacement parts would be covered by the manufacturer during this timeframe and SNW cannot offer any alternative solution through the Plan, such as a replacement unit. SNW contacted the Complainant and advised that his claim would be reassigned to a new service provider for further repair. On March 1, 2016, SNW assigned claim number [redacted] to [redacted] Electronics (“[redacted]”) with a service appointment scheduled for March 4, 2016. [redacted] also agreed to preorder the necessary repair part, the compressor and dryer assembly. On March 4, 2016, SNW received a repair authorization request from [redacted], which included a $400.00 charge for labor. However, this amount exceeds the industry standard for the repair of a sealed system. SNW subsequently denied the repair request and advised the Complainant that the claim would be reassigned to another service provider. The claim was reassigned to LG [redacted], who then replaced the unit’s compressor on March 11, 2016. LG [redacted] advised SNW that the repair was successful and that the unit passed post-repair testing. Therefore, this matter is considered resolved. I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number. Sincerely, [redacted]
June 1, 2017 Revdex.com [redacted]
[redacted] [redacted] [redacted]...
[redacted] [redacted] [redacted] [redacted] [redacted] Dear Sir or Madam: Service Net Warranty, [redacted] has completed a review of the above captioned complaint which was filed by the Complainant with the Revdex.com regarding an [redacted]. The Complainant contends that he purchased coverage on two HVAC units under the Plan and requests for both units to be repaired.
[redacted] records reflect that on May 11, 2017, the Complainant called [redacted] and requested service on both HVAC units under the Plan, advising that the units were not cooling. On May 12, 2017, [redacted] assigned the claim to service provider, [redacted] Conditioning [redacted] and advised the customer, via voicemail of the service information. The Complainant contacted [redacted] on May 15, 2017, to check the status of the claim. Subsequently, [redacted] contacted [redacted] and was advised that it did not receive the assigned claim and further stated that it could not service the Complainant’s HVAC units. At this time, [redacted] re-assigned the claim to a new service provider, [redacted] and a service appointment was scheduled for May 16, 2017. [redacted] contacted the Complainant back on May 15th and advised, via voicemail, of the scheduled service appointment with [redacted] contacted [redacted] on May 16, 2017, to advise that serial number [redacted] on one of the two units that needed repair was not listed as a covered unit under the Plan. The Complainant advised [redacted] that he purchased the Plan for coverage on two HVAC units and both units were in need of repair. At this time, [redacted] advised the Complainant that he only paid for coverage on the unit with serial number [redacted] The Complainant informed [redacted] again that he purchased the Plan for coverage on two HVAC units. [redacted] reviewed the purchase of the Plan, at which time, it determined that the serial number of the unit was not listed on the Complainant’s Certificate of Coverage making it unclear which unit or units the Complainant purchased coverage on. Although, [redacted] is only required to provide coverage on the unit the Complainant purchased the Plan for, [redacted] has agreed to authorize service for both HVAC units since it was unclear to the Complainant which unit coverage was purchased on. [redacted] repaired both units to their proper operating condition on May 19, 2017. Again, since the Plan purchased by the Complainant did not distinguish what unit was covered, [redacted], in good faith, has agreed to provide coverage on both HVAC units under the Plan through the coverage end date of February 2, 2020, shown on the Complainant’s Certificate of Coverage. We trust that the above addresses the issue raised in the complaint. Should you have any questions or require additional information, please contact me directly and reference our file number, [redacted]. 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]
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 matter. On November 9, 2016, SNW contacted the Complainant and made a buyout offer under the Plan, which amounts to $502.98. The Complainant accepted this offer. Payment 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 resolved. Should you have any questions or require additional information, please contact me directly and reference our file number. Sincerely, [redacted]
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding his Easy Exchange Plus Service Contract (“the Plan”). The Complainant contends that there has been a delay in processing his claim.Our...
records reflect that on March 11, 2016, the Complainant initiated a claim for his damaged phone under the Plan. The Complainant was advised that he should receive a prepaid shipping label to return defective device within 24 – 48 hours. On March 15, 2016, March 23, 2016, and March 30, 2016, the Complainant contacted SNW and indicated that he had not yet received the prepaid shipping label to return the device. During the March 23, 2016, telephone conversation with the Complainant, SNW discovered that the Complainant’s address was incorrect and updated his file. SNW subsequently advised [redacted] of the Complainant’s new address and requested to have another prepaid shipping label sent to him. On April 5, 2016, SNW learned that the prepaid shipping label was successfully sent and received by the Complainant.On April 15, 2016, SNW contacted the Complainant, who confirmed the phone was shipped to [redacted]. SNW apologized for the delays and advised we would work to get his fulfillment voucher to obtain a replacement phone expedited. SNW contacted [redacted] for confirmation that the phone was received and a status regarding the fulfillment voucher. On April 21, 2016, [redacted] advised that the device was expected to be received at their warehouse on that day. SNW was advised that once the device is received, the fulfillment voucher in the amount of $400.00 would be processed and the Complainant should receive it within 24 – 48 hours. SNW subsequently contacted the Complainant to provide this update and confirmed his email address where the fulfillment voucher would be sent was correct.With regards to the desired outcome noted in the complaint, the Plan does not cover compensation for loss of use in connection with monthly fees or charges. This is detailed in Section 9 of the Plan, LIMITATIONS OF COVERAGE, subsections I and j. Furthermore, the Plan does not offer an option to upgrade the device, only replacement of the covered device. We apologize for any inconvenience to the Complainant in the handling of this matter.I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number.Sincerely, [redacted]
Re: Complainant: [redacted]Company: [redacted] WarrantyGuard, Inc.[redacted]Claim No.: [redacted]Revdex.com File No.: [redacted]Our File No.: [redacted]Dear Sir or Madam:On behalf of [redacted] WarrantyGuard, Inc. (“AWG”), we are supplementing our previous response submitted on June 24, 2016, with a payment update in reference to the above-captioned complaint which was filed by the Complainant with the Revdex.com (“Revdex.com”) regarding his Whirlpool Service Contracts (“the Plan[s]”).In our previous response dated June 24, 2016, we indicated that the full refund of $118.97 for Plan [redacted] represented the full purchase price of $277.02, less proration of $73.05, and a prior incurred claim expense of $85.00. AWG issued a partial refund for this Plan in the amount of $3.01 under check #020060 on June 8, 2016, and advised that the remaining portion of the refund, in the amount of $115.96, was being processed and would be issued to the Complainant within the next 8 business days from the date of the letter. On July 7, 2016, AWG issued payment in the amount of $115.96 to the Complainant, via check number [redacted]. Our records indicate that the Complainant cashed this check on July 15, 2016.Regarding the Complainant’s request for a refund of the $85.00, AWG is permitted under the Plan to deduct claims paid from any refund; however, in consideration of the complaint, and in an effort to resolve this matter, AWG has agreed to refund the $85.00. This payment will be processed, and payment will be issued on August 2, 2016. Upon issuance, AWG will Upon issuance, AWG will update the Revdex.com with payment information.I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number, [redacted].Sincerely,[redacted]
Dear Sir or Madam:
Please accept this response to the above referenced consumer complaint filed on behalf of Ms. [redacted] regarding her cell phone replacement claim, submitted under a service warranty issued under Customer Contract Number [redacted], 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 complaint. By way of background the customer contacted Service Net on February 19, 2015 and requested for the replacement of her phone. Service Net forwarded the request to the service provider, [redacted] on the same date to process the request. However, due to processing delays, [redacted] did not send a return package (shipping box and label) to the customer until May 23, 2015. On May 28, 2015, [redacted] (tracking number [redacted] confirmed that the item was delivered to the customer’s address at [redacted]. On June 3, 2015, [redacted] notified Service Net that the package has been returned. Further review of the customer’s record indicated that the customer did not update her address prior to filing the claim so her record showed her previous address when the package was shipped to her on May 23, 2015. On June 5, 2015, [redacted] shipped the package via [redacted] (tracking number[redacted]) to the customer’s current address at[redacted]. The package was delivered to the customer on June 10, 2015.
Please contact me if you have any questions regarding this file. Thank you.
Sincerely,
[redacted]
March 24, 2017 Revdex.com, Inc. Conciliation Department 844 S. 4th Street Louisville, KY 40203-2186 Re: Complainants: [redacted]: Service Net Warranty, LLC Revdex.com File No.: 12006722 Our File No.: GCS-70875 Dear Sir or Madam: Service Net Warranty, LLC (“SNW”) is responding to the rebuttal responses received from the Revdex.com on 3/6/17, and 3/14/17, in which the Complainant contends that SNW’s proposed resolution would not resolve her original complaint regarding the [redacted] Repair Service Contract (“the Plan”). Further, the Complainant requests for a refund of the Plan’s purchase price of $135.00 in addition to the business costs of $3,500.00 incurred for the seven (7) days beyond the guaranteed repair period. In the previous response dated 3/2/17, SNW advised that a full refund of the Plan purchase price based on Section 8. SERVICE EXPRESS was being processed in the amount of $135.00 and to allow 7-10 business day for receipt. On 3/2/17, SNW issued check #210368 in the amount of $135.00 to the Complainant at her address on record. SNW also explained that although the repair to the Complainant’s notebook was not completed within a five (5) business day timeframe as outlined under Section 8 of the Plan, SNW is unable to reimburse the Complainant for any costs outside of the costs to repair or replace the notebook. Pursuant to Section 22, the Plan states: 22. 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. In the rebuttal response received on 3/6/17, and 3/14/17, the Complainant indicated that her notebook, which is used for her business, was still not working properly upon return and had to send it back for further repair. However, upon review, this situation does not alter SNW’s position regarding the issuance of any further reimbursement as discussed above and in our previous letter. Please note, on 3/8/17, VT Services reported to SNW that upon receipt of the returned unit on 3/6/17, they were unable to duplicate the hardware failures on the notebook as described by the Complainant. For that reason, VT Services stated that it was closing the claim as no failure found and returning the unit to the Complainant. I trust that I have satisfactorily responded to your inquiry. 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 satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
After going through so much, I have finally received my refund. I would stay far away from [redacted] and Service Net warranties in the future. I would advise to do research before purchasing 3rd party warranties.
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding a Service Contract (“the Plan”) purchased from [redacted]. The Complainant asserts that SNW should honor coverage under the Plan. Our...
records reflect that on January 22, 2016, the Complainant contacted SNW to initiate a claim under the Plan for a wireless modem citing that it was losing signal and not rebooting. While in the process of initiating the claim, SNW discovered that the Plan had expired due to the fact that the wireless modem purchased by the Complainant included an Original Equipment Manufacturer (“OEM”) warranty of 24 months for parts and labor. However, the Plan purchased by the Complainant from [redacted] only supports claims on items with an OEM warranty of 12 months or less.Since the Plan purchased by the Complainant has an OEM warranty that is longer than 12 months, the sale of the Plan from [redacted] is invalid and the Complainant was advised on January 22, 2016, to contact [redacted] for cancellation and a full refund.On January 25, 2016, the Complainant contacted SNW and advised that the Plan’s Certificate of Coverage (“COC”) reflected an OEM warranty of 24 months. A copy of the COC was requested from the Complainant on January 27, 2016. On January 29, 2016, the Complainant contacted SNW and was advised that the Plan purchased from [redacted] only supports OEM warranties with a maximum of 12 months. The Complainant was again informed to contact [redacted] to request cancellation and a full refund since the Plan is invalid due to the wireless modem having an OEM warranty of 24 months. On February 1, 2016, the Complainant contacted SNW with the same complaint. In the interest of good customer service, SNW escalated the Complainant’s issue and received approval from SNW management to initiate a claim even though the Plan is invalid. On February 4, 2016, the Complainant was notified, via telephone, to forward the wireless modem to the SNW’s asset recovery center and was provided shipping instructions. A shipping invoice was also forwarded to the Complainant via email. Upon receipt of the shipped wireless modem, SNW will issue a check to the Complainant in the amount of $166.99, which represents the full retail price.I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number. Sincerely,[redacted]
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding her extended service plan (“the Plan”). The Complainant contends that her claim has been incorrectly denied by SNW. As a matter of...
background, the Complainant purchased two notebook computers, one on 9/16/13 and a second on an unknown date. The manufacturer’s warranty period for each computer was one year. The Complainant then purchased two standalone extended service plans for both notebook computers through [redacted] on 11/10/13. On October 30, 2014, the Complainant initiated a claim for one of her notebook computers, under extended service plan number [redacted], in connection with a hard drive failure. Upon review, SNW determined that the computer was entitled to repair service for this issue under the Plan. On 1/9/15, the notebook computer was deemed beyond economical repair and a full buyout of the unit was offered to the Complainant in the amount of $699.99. The Complainant accepted this offer and a check for this amount was mailed shortly thereafter. On 12/15/15, the Complainant contacted SNW to initiate a claim for the second notebook computer under extended service plan number [redacted]. However, the Complainant was advised that the Plan had expired on 11/9/15, and no coverage was available. Please note, certain service requests for covered repairs cannot be set up under an extended service plan until the manufacturer’s warranty period has expired. However, there are exceptions in which an extended service plan may provide for covered repairs (i.e. power surge or accidental damage from handling) or other benefits which would not be covered by a manufacturer during its warranty period. This additional coverage provided by an extended service plan must be purchased by a customer. The [redacted].com website states under the “Specifications” tab, that the Plan coverage starts on the “Date of Equipment Purchase”. In this particular case, since the purchase date of the second notebook computer is unknown, the effective date for the Plan was populated for the day prior to the extended service plan purchase date. The details of the Plan for each notebook computer were not misrepresented by SNW, nor were they advertised differently than how it has been explained to the Complainant. The Complainant was also provided with a copy of the Plan terms and conditions, which shows the effective and expiration dates on the front page entitled “Certificate of Coverage”. Had the Complainant not agreed with the Plan terms and conditions she could have cancelled the Plan within the specified timeframe of sixty (60) days and received a full refund. I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business has made the transaction as promised.
Regards,
[redacted]
[redacted] has completed a review of the above captioned complaint filed by [redacted] (the “Complainant”) with the Revdex.com, Inc. regarding a [redacted] Service Plan (“the Plan”). The Complainant asserts that the service technician did not contact or show for the...
scheduled service appointment to repair his washing machine. Therefore, the Complainant requested a cancellation and full refund of the purchase price paid for the Plan in the amount of $427.95. [redacted] records reflect that on July 10, 2017, the Complainant called [redacted] regarding a problem with his washer, which was out of warranty, and indicated that he was receiving error [redacted] offered to sell the Complainant the Plan, which would cover the initial service event as well as provide coverage for an additional one year term. Upon purchase of the Plan, the Complainant initiated a claim on the washer which was referred to Whirlpool Factory Service [redacted] and a service appointment was scheduled for July 11, 2017. The Complainant contacted [redacted] on July 11, 2017, to report that [redacted] did not call or show for the scheduled appointment and the washer was not repaired. [redacted] rescheduled the service appointment with [redacted] for July 13, 2017, and provided the new information to the Complainant. On July 12, 2017, the Complainant again contacted [redacted] request cancellation of the Plan due to [redacted] not showing up for the appointment scheduled on July 11, 2017. [redacted] cancelled the Plan pursuant to the Complainant’s request. A full refund of the Plan purchase price in the amount of $427.95 was issued back to the Complainant’s credit card on file on July 13, 2017. We trust that we have satisfactorily responded to your inquiry and apologize for any inconvenience. Should you have any questions or require additional information, please contact the undersigned and reference our file number [redacted] Sincerely,
[redacted]
[redacted]
[redacted] WarrantyGuard, Inc. (“[redacted]”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding her [redacted] Service Contract (“the Plan”). The Complainant contends her microwave is still in need of repair, is unhappy with...
the settlement offers from [redacted] and has requested a full refund of the retail contract price of the Plan. Our records reflect that on February 10, 2016, the Complainant contacted [redacted] directly regarding her microwave not heating. [redacted] offered the Complainant a plan that would cover the initial repair of the microwave along with coverage for an additional year. The Initial Service Event covered the service call, components, parts and repairs necessary to correct the failure that was reported at the time the Plan was purchased in order to return the unit to its proper operating condition. After the Complainant purchased the Plan, a claim was assigned to [redacted] Atlanta Inc. (“[redacted]”) for repair services. [redacted] arrived on the same day to diagnose the issue and order the necessary repair parts. On February 16, 2016, [redacted] completed the repairs, tested the unit and concluded that the microwave was functioning properly. On August 6, 2016, the Complainant advised [redacted] that the microwave was not heating properly again and a new claim was initiated. After review, [redacted] determined not to proceed with additional repairs because any additional repairs would surpass the unit’s original purchase price of $169.00. Pursuant to Section 10 of the Plan, [redacted] reserves the right in making the decision to repair or exchange the unit, or buyout the Plan: 10. SERVICE EVENT. After We authorize Your claim, We will at Our option complete the lesser of (a) the repair of Your product with new or refurbished parts. (b) Exchange or Buyout your Contract as provided in Section 19. The decision to repair, replace or Exchange or Buyout will be made solely by Us. If Your product requires repair, service will be provided by an authorized service provider. You may be asked to provide proof of purchase as a condition for receiving service under the Service Contract. NOTE: An Exchange or Buyout cannot occur on the Initial Service Event, only subsequent Service Events. Your original, itemized purchase receipt should only be kept with this Contract. Non-itemized billing statements will not be accepted. Section 19 of the Plan establishes the Exchange or Buyout options as follows: 19. EXCHANGE OR BUYOUT. For service required during the Coverage Period, but after the Initial Service Event, We have the option, at Our sole discretion, to (a) Exchange Your Product with a replacement product with similar features and functionality, or (b) Buyout Your Product with a cash settlement based on the original purchase price of the covered Product, excluding taxes, delivery and installation 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 Age Reimbursement Amount 1-5 years 75% of Original purchase price of the covered Product 6-10 years 45% of Original purchase price of the covered Product On August 12, 2016, [redacted] contacted the Complainant and offered her the option of a replacement product, Model AMV1150VAS, or a cash settlement of $126.75 in consideration of the 75% depreciation schedule above ($169.00 x 75% = $126.75). The Complainant was dissatisfied with both offers and requested a full refund of the retail contract price of the Plan in the amount of $300.95. If [redacted] cancelled and refunded the Plan per the Complainant’s request, she would only be due a refund of $6.13 as stated in Section 17 of the Plan ($300.95 – $294.82 claims paid under the Plan = $6.13). [redacted] maintains that its settlement offers provided to the Complainant on August 12, 2016, are compliant with the terms and conditions of the Plan. We recommend for the Complainant to contact [redacted] to inform which settlement offer is acceptable to resolve this complaint. I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number. Sincerely, [redacted] See attachment for original.
Revdex.com, Inc.
Re: Complainant: [redacted]
Company: Service Net Solutions [redacted]
Claim No.: [redacted]
Revdex.com File No.: [redacted]
Our File No.: [redacted]
Dear Sir or Madam:
Service Net Solutions [redacted] ("SNS") has completed a review of the above-captioned...
complaint which was filed by the Complainant with the Revdex.com regarding a claim under his Repair Coverage Service Plan ("the Plan"). The Complainant contends that there has been a delay in repairing his camcorder.
Our records reflect that on July 28, 2014, the Complainant initiated a claim for his defective camcorder. On August 19, 2014, the camcorder was diagnosed and repair of the product was approved. However, there was a delay in receiving the repair parts for the product. The camcorder was repaired on October 15, 2014, and returned to the customer on October 20, 2014. However, it was determined that the product was still in need of further repair.
SNS has since contacted the Complainant and agreed to a buyout of the product. SNS issued payment to the Complainant in the amount of $1,599.00 (the equivalent cost of the product’s retail value). SNS’s obligations to the Complainant have been satisfied in full.
I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number.
Sincerely,
[redacted] ?
February 6, 2017 [redacted] Re: Complainant: [redacted] Company: [redacted] Inc. Insurer: I[redacted]...
[redacted] Revdex.com File No.: [redacted] Our File No.: [redacted] Dear Sir or Madam: [redacted] Inc. (“[redacted]”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com, Inc. regarding his [redacted] Extended Service Contract (the “Plan”). The Complainant requested cancellation of the Plan and contends that there has been a delay in processing his refund. [redacted] records reflect that on January 10, 2017, the Complainant advised that his dishwasher was replaced by the manufacturer and he was no longer in possession of the unit for which he purchased the Plan. For that reason, the Complainant requested a cancellation and refund of the Plan. On January 11, 2017, the Complainant contacted [redacted] to get a status of his cancellation request. [redacted] advised the Complainant that the cancellation was not yet processed and to allow more time. Please note, the standard processing time for a cancellation can take up to 30 days to complete. On January 20, 2017, [redacted] received an error in processing the Complainant’s cancellation. The issue was later corrected and on January 30, 2017, the Complainant’s Plan was cancelled and a full refund in the amount of $106.11 was issued back the Complainant’s credit card on file. We trust that the above addresses the issue raised in the complaint. Should you have any questions or require additional information, please contact me directly and reference our file number, [redacted]. 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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]Their explanation only addresses 1 of the 3 areas of damage (4 if you include the scratches), which they only have a picture of one of the spots, and the picture is also rather blurry. Also their explanation is as if they are saying the damage happened in transit, which it appears it did not.Additionally I'm not convinced the contract accounts for the formatting of my computer when specific instructions were included to NOT format the computer. This isn't a problem that they formatted it incorrectly. In fact permission to format my hard drive was revoked. Lastly I never received any sort of offer to have my laptop repaired out of pocket.I think if you compare the notes I sent in with my original Revdex.com complaint to their stated actions that you will see the discrepancies.
Regards,
[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 satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
refund has been received issue is closed
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 ** as an AUTHORIZED repair organization for [redacted] notebooks. I'm panning on pursuing this legally with **, AIG and [redacted]
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding his LG Extended Service Contract (“the Plan”). The Complainant contends that his defective refrigerator should be either repaired...
immediately or replaced with a new unit. Our records reflect that on October 9, 2015, the Complainant initiated claim number [redacted] for his refrigerator and indicated that the unit was making a loud noise. The claim was referred to service provider LG Electronics [redacted] (“LG [redacted]”) for a service appointment on October 12, 2015. LG [redacted] subsequently replaced the duct assembly. On January 2, 2016, the Complainant contacted SNW and stated the refrigerator was not cooling properly. A new claim number [redacted]was initiated and assigned to LG [redacted], who serviced the unit on January 5, 2016. On January 8, 2016, the Complainant contacted SNW and indicated the refrigerator was still not cooling properly. The claim was again assigned to LG [redacted] who repaired the unit on January 15, 2016. Then on February 15, 2016, the Complainant contacted SNW again stating the refrigerator was not cooling properly even though the unit’s compressor had been replaced. SNW advised that a rework order for the claim would be initiated. The claim was assigned and sent to [redacted] Factory Service (“[redacted]”) for repair. On February 24, 2016, [redacted] advised that the unit was not serviceable. SNW subsequently sent this matter to the claims department for further review. On February 25, 2016, it was determined by the claims department that this specific model’s sealed system is covered by a 7 year manufacturer parts warranty. Therefore, all replacement parts would be covered by the manufacturer during this timeframe and SNW cannot offer any alternative solution through the Plan, such as a replacement unit. SNW contacted the Complainant and advised that his claim would be reassigned to a new service provider for further repair. On March 1, 2016, SNW assigned claim number [redacted] to [redacted] Electronics (“[redacted]”) with a service appointment scheduled for March 4, 2016. [redacted] also agreed to preorder the necessary repair part, the compressor and dryer assembly. On March 4, 2016, SNW received a repair authorization request from [redacted], which included a $400.00 charge for labor. However, this amount exceeds the industry standard for the repair of a sealed system. SNW subsequently denied the repair request and advised the Complainant that the claim would be reassigned to another service provider. The claim was reassigned to LG [redacted], who then replaced the unit’s compressor on March 11, 2016. LG [redacted] advised SNW that the repair was successful and that the unit passed post-repair testing. Therefore, this matter is considered resolved. I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number. Sincerely, [redacted]
June 1, 2017 Revdex.com [redacted]
[redacted] [redacted] [redacted]...
[redacted] [redacted] [redacted] [redacted] [redacted] Dear Sir or Madam: Service Net Warranty, [redacted] has completed a review of the above captioned complaint which was filed by the Complainant with the Revdex.com regarding an [redacted]. The Complainant contends that he purchased coverage on two HVAC units under the Plan and requests for both units to be repaired.
[redacted] records reflect that on May 11, 2017, the Complainant called [redacted] and requested service on both HVAC units under the Plan, advising that the units were not cooling. On May 12, 2017, [redacted] assigned the claim to service provider, [redacted] Conditioning [redacted] and advised the customer, via voicemail of the service information. The Complainant contacted [redacted] on May 15, 2017, to check the status of the claim. Subsequently, [redacted] contacted [redacted] and was advised that it did not receive the assigned claim and further stated that it could not service the Complainant’s HVAC units. At this time, [redacted] re-assigned the claim to a new service provider, [redacted] and a service appointment was scheduled for May 16, 2017. [redacted] contacted the Complainant back on May 15th and advised, via voicemail, of the scheduled service appointment with [redacted] contacted [redacted] on May 16, 2017, to advise that serial number [redacted] on one of the two units that needed repair was not listed as a covered unit under the Plan. The Complainant advised [redacted] that he purchased the Plan for coverage on two HVAC units and both units were in need of repair. At this time, [redacted] advised the Complainant that he only paid for coverage on the unit with serial number [redacted] The Complainant informed [redacted] again that he purchased the Plan for coverage on two HVAC units. [redacted] reviewed the purchase of the Plan, at which time, it determined that the serial number of the unit was not listed on the Complainant’s Certificate of Coverage making it unclear which unit or units the Complainant purchased coverage on. Although, [redacted] is only required to provide coverage on the unit the Complainant purchased the Plan for, [redacted] has agreed to authorize service for both HVAC units since it was unclear to the Complainant which unit coverage was purchased on. [redacted] repaired both units to their proper operating condition on May 19, 2017. Again, since the Plan purchased by the Complainant did not distinguish what unit was covered, [redacted], in good faith, has agreed to provide coverage on both HVAC units under the Plan through the coverage end date of February 2, 2020, shown on the Complainant’s Certificate of Coverage. We trust that the above addresses the issue raised in the complaint. Should you have any questions or require additional information, please contact me directly and reference our file number, [redacted]. 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]
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 matter. On November 9, 2016, SNW contacted the Complainant and made a buyout offer under the Plan, which amounts to $502.98. The Complainant accepted this offer. Payment 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 resolved. Should you have any questions or require additional information, please contact me directly and reference our file number. Sincerely, [redacted]
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding his Easy Exchange Plus Service Contract (“the Plan”). The Complainant contends that there has been a delay in processing his claim.Our...
records reflect that on March 11, 2016, the Complainant initiated a claim for his damaged phone under the Plan. The Complainant was advised that he should receive a prepaid shipping label to return defective device within 24 – 48 hours. On March 15, 2016, March 23, 2016, and March 30, 2016, the Complainant contacted SNW and indicated that he had not yet received the prepaid shipping label to return the device. During the March 23, 2016, telephone conversation with the Complainant, SNW discovered that the Complainant’s address was incorrect and updated his file. SNW subsequently advised [redacted] of the Complainant’s new address and requested to have another prepaid shipping label sent to him. On April 5, 2016, SNW learned that the prepaid shipping label was successfully sent and received by the Complainant.On April 15, 2016, SNW contacted the Complainant, who confirmed the phone was shipped to [redacted]. SNW apologized for the delays and advised we would work to get his fulfillment voucher to obtain a replacement phone expedited. SNW contacted [redacted] for confirmation that the phone was received and a status regarding the fulfillment voucher. On April 21, 2016, [redacted] advised that the device was expected to be received at their warehouse on that day. SNW was advised that once the device is received, the fulfillment voucher in the amount of $400.00 would be processed and the Complainant should receive it within 24 – 48 hours. SNW subsequently contacted the Complainant to provide this update and confirmed his email address where the fulfillment voucher would be sent was correct.With regards to the desired outcome noted in the complaint, the Plan does not cover compensation for loss of use in connection with monthly fees or charges. This is detailed in Section 9 of the Plan, LIMITATIONS OF COVERAGE, subsections I and j. Furthermore, the Plan does not offer an option to upgrade the device, only replacement of the covered device. We apologize for any inconvenience to the Complainant in the handling of this matter.I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number.Sincerely, [redacted]
Revdex.com:
I have received a refund for the warranty and am closing this claim.Thank you,
[redacted]
Re: Complainant: [redacted]Company: [redacted] WarrantyGuard, Inc.[redacted]Claim No.: [redacted]Revdex.com File No.: [redacted]Our File No.: [redacted]Dear Sir or Madam:On behalf of [redacted] WarrantyGuard, Inc. (“AWG”), we are supplementing our previous response submitted on June 24, 2016, with a payment update in reference to the above-captioned complaint which was filed by the Complainant with the Revdex.com (“Revdex.com”) regarding his Whirlpool Service Contracts (“the Plan[s]”).In our previous response dated June 24, 2016, we indicated that the full refund of $118.97 for Plan [redacted] represented the full purchase price of $277.02, less proration of $73.05, and a prior incurred claim expense of $85.00. AWG issued a partial refund for this Plan in the amount of $3.01 under check #020060 on June 8, 2016, and advised that the remaining portion of the refund, in the amount of $115.96, was being processed and would be issued to the Complainant within the next 8 business days from the date of the letter. On July 7, 2016, AWG issued payment in the amount of $115.96 to the Complainant, via check number [redacted]. Our records indicate that the Complainant cashed this check on July 15, 2016.Regarding the Complainant’s request for a refund of the $85.00, AWG is permitted under the Plan to deduct claims paid from any refund; however, in consideration of the complaint, and in an effort to resolve this matter, AWG has agreed to refund the $85.00. This payment will be processed, and payment will be issued on August 2, 2016. Upon issuance, AWG will Upon issuance, AWG will update the Revdex.com with payment information.I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number, [redacted].Sincerely,[redacted]
Dear Sir or Madam:
Please accept this response to the above referenced consumer complaint filed on behalf of Ms. [redacted] regarding her cell phone replacement claim, submitted under a service warranty issued under Customer Contract Number [redacted], 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 complaint. By way of background the customer contacted Service Net on February 19, 2015 and requested for the replacement of her phone. Service Net forwarded the request to the service provider, [redacted] on the same date to process the request. However, due to processing delays, [redacted] did not send a return package (shipping box and label) to the customer until May 23, 2015. On May 28, 2015, [redacted] (tracking number [redacted] confirmed that the item was delivered to the customer’s address at [redacted]. On June 3, 2015, [redacted] notified Service Net that the package has been returned. Further review of the customer’s record indicated that the customer did not update her address prior to filing the claim so her record showed her previous address when the package was shipped to her on May 23, 2015. On June 5, 2015, [redacted] shipped the package via [redacted] (tracking number[redacted]) to the customer’s current address at[redacted]. The package was delivered to the customer on June 10, 2015.
Please contact me if you have any questions regarding this file. Thank you.
Sincerely,
[redacted]
March 24, 2017 Revdex.com, Inc. Conciliation Department 844 S. 4th Street Louisville, KY 40203-2186 Re: Complainants: [redacted]: Service Net Warranty, LLC Revdex.com File No.: 12006722 Our File No.: GCS-70875 Dear Sir or Madam: Service Net Warranty, LLC (“SNW”) is responding to the rebuttal responses received from the Revdex.com on 3/6/17, and 3/14/17, in which the Complainant contends that SNW’s proposed resolution would not resolve her original complaint regarding the [redacted] Repair Service Contract (“the Plan”). Further, the Complainant requests for a refund of the Plan’s purchase price of $135.00 in addition to the business costs of $3,500.00 incurred for the seven (7) days beyond the guaranteed repair period. In the previous response dated 3/2/17, SNW advised that a full refund of the Plan purchase price based on Section 8. SERVICE EXPRESS was being processed in the amount of $135.00 and to allow 7-10 business day for receipt. On 3/2/17, SNW issued check #210368 in the amount of $135.00 to the Complainant at her address on record. SNW also explained that although the repair to the Complainant’s notebook was not completed within a five (5) business day timeframe as outlined under Section 8 of the Plan, SNW is unable to reimburse the Complainant for any costs outside of the costs to repair or replace the notebook. Pursuant to Section 22, the Plan states: 22. 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. In the rebuttal response received on 3/6/17, and 3/14/17, the Complainant indicated that her notebook, which is used for her business, was still not working properly upon return and had to send it back for further repair. However, upon review, this situation does not alter SNW’s position regarding the issuance of any further reimbursement as discussed above and in our previous letter. Please note, on 3/8/17, VT Services reported to SNW that upon receipt of the returned unit on 3/6/17, they were unable to duplicate the hardware failures on the notebook as described by the Complainant. For that reason, VT Services stated that it was closing the claim as no failure found and returning the unit to the Complainant. I trust that I have satisfactorily responded to your inquiry. 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 satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
After going through so much, I have finally received my refund. I would stay far away from [redacted] and Service Net warranties in the future. I would advise to do research before purchasing 3rd party warranties.
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding a Service Contract (“the Plan”) purchased from [redacted]. The Complainant asserts that SNW should honor coverage under the Plan. Our...
records reflect that on January 22, 2016, the Complainant contacted SNW to initiate a claim under the Plan for a wireless modem citing that it was losing signal and not rebooting. While in the process of initiating the claim, SNW discovered that the Plan had expired due to the fact that the wireless modem purchased by the Complainant included an Original Equipment Manufacturer (“OEM”) warranty of 24 months for parts and labor. However, the Plan purchased by the Complainant from [redacted] only supports claims on items with an OEM warranty of 12 months or less.Since the Plan purchased by the Complainant has an OEM warranty that is longer than 12 months, the sale of the Plan from [redacted] is invalid and the Complainant was advised on January 22, 2016, to contact [redacted] for cancellation and a full refund.On January 25, 2016, the Complainant contacted SNW and advised that the Plan’s Certificate of Coverage (“COC”) reflected an OEM warranty of 24 months. A copy of the COC was requested from the Complainant on January 27, 2016. On January 29, 2016, the Complainant contacted SNW and was advised that the Plan purchased from [redacted] only supports OEM warranties with a maximum of 12 months. The Complainant was again informed to contact [redacted] to request cancellation and a full refund since the Plan is invalid due to the wireless modem having an OEM warranty of 24 months. On February 1, 2016, the Complainant contacted SNW with the same complaint. In the interest of good customer service, SNW escalated the Complainant’s issue and received approval from SNW management to initiate a claim even though the Plan is invalid. On February 4, 2016, the Complainant was notified, via telephone, to forward the wireless modem to the SNW’s asset recovery center and was provided shipping instructions. A shipping invoice was also forwarded to the Complainant via email. Upon receipt of the shipped wireless modem, SNW will issue a check to the Complainant in the amount of $166.99, which represents the full retail price.I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number. Sincerely,[redacted]
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding her extended service plan (“the Plan”). The Complainant contends that her claim has been incorrectly denied by SNW. As a matter of...
background, the Complainant purchased two notebook computers, one on 9/16/13 and a second on an unknown date. The manufacturer’s warranty period for each computer was one year. The Complainant then purchased two standalone extended service plans for both notebook computers through [redacted] on 11/10/13. On October 30, 2014, the Complainant initiated a claim for one of her notebook computers, under extended service plan number [redacted], in connection with a hard drive failure. Upon review, SNW determined that the computer was entitled to repair service for this issue under the Plan. On 1/9/15, the notebook computer was deemed beyond economical repair and a full buyout of the unit was offered to the Complainant in the amount of $699.99. The Complainant accepted this offer and a check for this amount was mailed shortly thereafter. On 12/15/15, the Complainant contacted SNW to initiate a claim for the second notebook computer under extended service plan number [redacted]. However, the Complainant was advised that the Plan had expired on 11/9/15, and no coverage was available. Please note, certain service requests for covered repairs cannot be set up under an extended service plan until the manufacturer’s warranty period has expired. However, there are exceptions in which an extended service plan may provide for covered repairs (i.e. power surge or accidental damage from handling) or other benefits which would not be covered by a manufacturer during its warranty period. This additional coverage provided by an extended service plan must be purchased by a customer. The [redacted].com website states under the “Specifications” tab, that the Plan coverage starts on the “Date of Equipment Purchase”. In this particular case, since the purchase date of the second notebook computer is unknown, the effective date for the Plan was populated for the day prior to the extended service plan purchase date. The details of the Plan for each notebook computer were not misrepresented by SNW, nor were they advertised differently than how it has been explained to the Complainant. The Complainant was also provided with a copy of the Plan terms and conditions, which shows the effective and expiration dates on the front page entitled “Certificate of Coverage”. Had the Complainant not agreed with the Plan terms and conditions she could have cancelled the Plan within the specified timeframe of sixty (60) days and received a full refund. I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business has made the transaction as promised.
Regards,
[redacted]
[redacted] has completed a review of the above captioned complaint filed by [redacted] (the “Complainant”) with the Revdex.com, Inc. regarding a [redacted] Service Plan (“the Plan”). The Complainant asserts that the service technician did not contact or show for the...
scheduled service appointment to repair his washing machine. Therefore, the Complainant requested a cancellation and full refund of the purchase price paid for the Plan in the amount of $427.95. [redacted] records reflect that on July 10, 2017, the Complainant called [redacted] regarding a problem with his washer, which was out of warranty, and indicated that he was receiving error [redacted] offered to sell the Complainant the Plan, which would cover the initial service event as well as provide coverage for an additional one year term. Upon purchase of the Plan, the Complainant initiated a claim on the washer which was referred to Whirlpool Factory Service [redacted] and a service appointment was scheduled for July 11, 2017. The Complainant contacted [redacted] on July 11, 2017, to report that [redacted] did not call or show for the scheduled appointment and the washer was not repaired. [redacted] rescheduled the service appointment with [redacted] for July 13, 2017, and provided the new information to the Complainant. On July 12, 2017, the Complainant again contacted [redacted] request cancellation of the Plan due to [redacted] not showing up for the appointment scheduled on July 11, 2017. [redacted] cancelled the Plan pursuant to the Complainant’s request. A full refund of the Plan purchase price in the amount of $427.95 was issued back to the Complainant’s credit card on file on July 13, 2017. We trust that we have satisfactorily responded to your inquiry and apologize for any inconvenience. Should you have any questions or require additional information, please contact the undersigned and reference our file number [redacted] Sincerely,
[redacted]
[redacted]
[redacted] WarrantyGuard, Inc. (“[redacted]”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding her [redacted] Service Contract (“the Plan”). The Complainant contends her microwave is still in need of repair, is unhappy with...
the settlement offers from [redacted] and has requested a full refund of the retail contract price of the Plan. Our records reflect that on February 10, 2016, the Complainant contacted [redacted] directly regarding her microwave not heating. [redacted] offered the Complainant a plan that would cover the initial repair of the microwave along with coverage for an additional year. The Initial Service Event covered the service call, components, parts and repairs necessary to correct the failure that was reported at the time the Plan was purchased in order to return the unit to its proper operating condition. After the Complainant purchased the Plan, a claim was assigned to [redacted] Atlanta Inc. (“[redacted]”) for repair services. [redacted] arrived on the same day to diagnose the issue and order the necessary repair parts. On February 16, 2016, [redacted] completed the repairs, tested the unit and concluded that the microwave was functioning properly. On August 6, 2016, the Complainant advised [redacted] that the microwave was not heating properly again and a new claim was initiated. After review, [redacted] determined not to proceed with additional repairs because any additional repairs would surpass the unit’s original purchase price of $169.00. Pursuant to Section 10 of the Plan, [redacted] reserves the right in making the decision to repair or exchange the unit, or buyout the Plan: 10. SERVICE EVENT. After We authorize Your claim, We will at Our option complete the lesser of (a) the repair of Your product with new or refurbished parts. (b) Exchange or Buyout your Contract as provided in Section 19. The decision to repair, replace or Exchange or Buyout will be made solely by Us. If Your product requires repair, service will be provided by an authorized service provider. You may be asked to provide proof of purchase as a condition for receiving service under the Service Contract. NOTE: An Exchange or Buyout cannot occur on the Initial Service Event, only subsequent Service Events. Your original, itemized purchase receipt should only be kept with this Contract. Non-itemized billing statements will not be accepted. Section 19 of the Plan establishes the Exchange or Buyout options as follows: 19. EXCHANGE OR BUYOUT. For service required during the Coverage Period, but after the Initial Service Event, We have the option, at Our sole discretion, to (a) Exchange Your Product with a replacement product with similar features and functionality, or (b) Buyout Your Product with a cash settlement based on the original purchase price of the covered Product, excluding taxes, delivery and installation 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 Age Reimbursement Amount 1-5 years 75% of Original purchase price of the covered Product 6-10 years 45% of Original purchase price of the covered Product On August 12, 2016, [redacted] contacted the Complainant and offered her the option of a replacement product, Model AMV1150VAS, or a cash settlement of $126.75 in consideration of the 75% depreciation schedule above ($169.00 x 75% = $126.75). The Complainant was dissatisfied with both offers and requested a full refund of the retail contract price of the Plan in the amount of $300.95. If [redacted] cancelled and refunded the Plan per the Complainant’s request, she would only be due a refund of $6.13 as stated in Section 17 of the Plan ($300.95 – $294.82 claims paid under the Plan = $6.13). [redacted] maintains that its settlement offers provided to the Complainant on August 12, 2016, are compliant with the terms and conditions of the Plan. We recommend for the Complainant to contact [redacted] to inform which settlement offer is acceptable to resolve this complaint. I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number. Sincerely, [redacted] See attachment for original.