Please accept this response to the above referenced complaint filed by the Complainant on behalf of [redacted] regarding an HVAC Service Contract (“the Plan”). The Plan was underwritten by [redacted] and administered by Service Net Warranty, LLC (“SNW”). The...
Complainant requests a full refund of the Plan’s retail contract price. The record shows that on May 2, 2016, the Complainant purchased the Plan for $493.11, and made a partial payment in the amount of $164.37. The remaining Plan balance of $328.74 was paid on July 2, 2016. On September 12, 2016, the Complainant contacted SNW to cancel the Plan. According to Section 17 of the Plan, it states: 17. CANCELLATION. You may cancel this Contract for any reason during the first thirty (30) days after it is issued and obtain a full refund of the purchase price less any services or claims provided or paid. After the first thirty (30) days, You will receive a pro rata refund based on the term remaining on Your Contract. In either case, the refund will be reduced by the value of any services or claims provided or paid plus any applicable administrative fees. Since the Plan was cancelled after the first thirty (30) days of issuance, per the Plan terms and conditions SNW issued a pro-rated refund to the Complainant in the amount of $433.22. This refund was credited on September 21, 2016, to the Complainant’s credit card on file with account number ending 7198. Although it is not required, SNW in good faith has agreed to refund the Plan’s remaining retail contract price amount of $59.89 to the Complainant in order to bring resolution to this matter. The refund was again credited to the Complainant’s credit card on file with account number ending 7198, on October 6, 2016. On this same date, SNW contacted the Complainant and left a message stating the remaining portion of the Plan’s retail contract price was being refunded. Please contact me if you have any questions regarding this file. Thank you. Sincerely, [redacted]
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]my complaint was based on the multiple attempts I have made to contact this company AIG, waiting 45 mins or more on each of three separate calls and upon eventually reaching an agent finding that the agent had no relevant information pertinent to my situation and that there were no supervisors available that I could speak with. I never said or implied that any agent attempted to discourage my claim-only that the excessively long phone wait times were discouraging regarding persueing claims.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. In general, I am not satisfied with the delay caused by Service Net, because they first assigned the work to [redacted] Factory Service who said the refrigerator couldn't be repaired, and then they assigned it to [redacted] and cannot accept the charge asked by [redacted]. I had to wait at home every time and it's painful to do food shopping almost every day for about one month because of their bad service. Anyway, it's kind of relief that it ended eventually with the help of Revdex.com. I think the message from Revdex.com did help push them move faster and get some professional guy to fix the refrigerator. Therefore, I consider this complaint resolved.
Regards,
[redacted]
Dear Sir or Madam: AIG WarrantyGuard, Inc. (“AWG”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com, Inc. (“Revdex.com”) regarding a [redacted] Service Plan (“the Plan”). The Complainant contends that he was...
contacted by AWG to purchase the Plan and was informed that it covered all three appliances he had purchased through [redacted]. Upon receipt of the Plan, the Complainant found that it only had two of three appliances listed as covered. The Complainant further checked AWG’s online portal which showed the Plan only covering one appliance. The Complainant requests a new Plan showing all appliances as covered under the Plan and for the online portal to be updated to reflect the same information. AWG records reflect that on May 16, 2017, it mailed a solicitation to the Complainant to purchase the Plan on two appliances, a range and dishwasher. On this same date, the Complainant purchased the Plan in the amount of $294.84. On June 9, 2017, AWG received notice from the Revdex.com of a complaint filed by the Complainant. Subsequently, AWG updated the Plan to show the serial numbers for the covered range and dishwasher. AWG contacted the Complainant on June 12, 2017, to advise that the solicitation mailed was only for a range and dishwasher. The Complainant was further advised by AWG that it was unable to add the third appliance, a refrigerator, to the Plan since it was not part of the solicitation, but he could purchase a separate extended warranty on the refrigerator for coverage. In turn, the Complainant stated that if he could not have all three appliances covered under the Plan then he wanted to have the Plan cancelled. AWG cancelled the Plan pursuant to the Complainant’s request on June 12, 2017, and a refund was processed back to the Complainant’s credit card on file in the amount of $294.84 on June 13, 2017. We trust that we have satisfactorily responded to your inquiry. Should you have any questions please feel free to contact me. 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]
Please accept this response to the above referenced complaint filed by the Complainant regarding a claim reported under a Whirlpool Extended Service Contract (“the Plan”) administered by AIG WarrantyGuard, Inc. (“AIGWG”). The Complainant alleged that his Jenn-air Refrigerator was repaired multiple...
times but the issue has not been resolved, and when he contacted customer service for repairs the agent(s) he spoke with attempted to dissuade his service claims.Our records show that on May 27, 2016, the Complainant contacted AIGWG to report that his refrigerator and freezer were not cooling. A service provider, [redacted] Appliance Service (“[redacted] Appliance”) was assigned to handle the repair. On May 30, 2016, a technician from [redacted] Appliance diagnosed the problem, and the necessary part (Compressor) was ordered to repair the unit. The repair was completed on June 3, 2016, and the unit was tested which indicated that it was cooling again.Shortly thereafter, on June 4, 2016, the Complainant reported to AIGWG that the same issue had reoccurred. The appliance was repaired again on June 6, 2016, by replacing the filter dryer part on the unit. After the repair was completed, the Complainant and technician both agreed the unit was cooling again before the claim was closed.On June 9, 2016, the Complainant contacted AIGWG to report that the refrigerator and freezer were once again not cooling. The claim was reassigned to [redacted] Appliance, the technician ordered replacement parts (Compressor and Evaporator Kit) and scheduled an appointment to install the parts on July 8, 2016, but the Compressor was not delivered as scheduled. As a result, AIGWG is currently working on an alternate solution. We anticipate that this issue will be resolved within the next 7 to 10 business days. We will supplement our response at that time.Please note that AIGWG has addressed the Complainant’s allegation that the agent(s) he spoke with attempted to dissuade his service claims.Please contact me if you have any questions regarding this file. Thank you.Sincerely,[redacted] [redacted]
Dear Sir or Madam: Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding a [redacted] Service Contract (“the Plan”). The Complainant is requesting a full refund of the Plan purchase...
price and the cost incurred to have the ASUS Notebook (the “Notebook”) repaired by a licensed computer mechanic. SNW records reflect that on November 9, 2016, the Complainant initiated a claim on the Notebook indicating that as of August 29, 2016, the speakers and headphone jack were not producing sound. After the claim was reviewed by triage services on November 11, 2016, it was confirmed that the Notebook had a hardware issue. SNW referred the claim to ** Services, Inc. (“** Services”) and the Complainant was advised that a shipping box kit would be sent in order to ship the Notebook for repair. ** Services advised SNW on January 2, 2017, that the Notebook was never received from the Complainant. On January 5, 2017, ** Services reported that it received the Notebook from the Complainant and the unit had scratches on the casing, a broken hinge and a defective logic board. ** Services requested pre-approval from SNW for repair of the broken hinge cover and defective logic board. After review, SNW determined that it was not cost effective to repair the Notebook and reviewed the claim for an alternate solution under the Plan terms and conditions During the review for an alternate solution, SNW determined that the Complainant first notified SNW of the product failure on November 29, 2016, which was not within 30 days of the date which the Complainant stated the product failure occurred (August 29, 2016), as required under Section 13. LIMITATIONS OF COVERAGE, Subsection M., of the Plan which states: 13. LIMITATIONS OF COVERAGE – This Contract Does Not Cover: M. Operational or mechanical failure which is not reported prior to expiration of this Contract or within 30 days of Product failure. The Complainant was advised of the denial above via electronic mail by SNW on January 5, 2017. SNW also advised ** Services of the denial this same date and requested for the unit to be returned to the Complainant at the address on file. On January 12, 2017, the Complainant contacted SNW and alleged that the Notebook was returned unrepaired and had incurred additional damages while in the care of ** Services. SNW discussed the denial of the claim with the Complainant and advised the Complainant to contact ** Services directly regarding the additional damage. In light of this complaint, SNW re-evaluated the claim and determined that the Notebook was not serviced under the Plan pursuant to Section 8. SERVICE EXPRESS, which states: 8. SERVICES EXPRESS. Service Express is a benefit “We” provide to all [redacted] Customers with Replacement and Depot Repair contracts. We stand behind Our service and expect that We can repair or replace Your product within five (5) business days or less. We 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 replacement. The time to repair Your product does not include shipping time to or from Our repair facilities. We will repair Your product within five (5) business days of receipt at Our repair facility. This benefit is not currently available to any [redacted] Customers scheduling onsite service. Service Express does not cover extended repair times due to parts unavailability. In the unlikely event we fail to complete Your repair or replacement within five (5) business days, please contact Us at [redacted] to request a refund of Your service plan cost. In order to resolve this matter without further delay, SNW made the decision to offer the Complainant a full refund for the Plan purchase price of $120.00 and provide reimbursement for the out of pocket expenses to have the Notebook repaired by a licensed computer mechanic in the amount of $120.00. SNW contacted the Complainant on July 28, 2017, and offered a buyout settlement of the Notebook in the amount of $240.00 and the Complainant accepted. On this same date, SNW received the signed buyout acceptance letter from the Complainant and began processing the buyout settlement check in the amount $240.00. The Complainant will receive the buyout settlement check from SNW within 30 business days. 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] SEE ATTACHMENTS
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding his [redacted] Replacement Plan (“the Plan”). The Complainant contends that there has been a delay in processing a...
refund of the Plan’s premium. Our records reflect that on August 18, 2015, the Complainant submitted a cancellation request to SNW for his Plan, which automatically renewed after one year. SNW sent this information to [redacted], the parent company of [redacted]. On August 25, 2015, SNW received confirmation that the Plan did renew on August 11, 2015. SNW subsequently loaded the contract into its system and then cancelled it on September 1, 2015. SNW then requested that [redacted] finalize the cancellation and issue a refund.On November 2, 2015, the Complainant called SNW to indicate that he had previously cancelled his Plan and requested a refund of the premium, with the expectation that it would be issued within 10-14 business days. No refund had been issued to date. On November 10, 2015, SNW followed up with [redacted] regarding the cancellation and pending refund. On November 12, 2015, SNW received confirmation that the refund was being processed. However, [redacted] then advised that the refund was processed unsuccessfully because the Complainant’s credit card on file was expired. Therefore, a manual check is being generated and will be issued to the Complainant within 30 days. We apologize for any inconvenience caused in 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]
Service Net Warranty, LLC ("SNW") has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding his Repair Coverage Service Plan ("the Plan"). The Complainant contends that his...
computer is still in need of repair.
Our records reflect that on January 7, 2015, the Complainant initiated a claim for his computer, indicating that the screen would go black and no power lights were present. The claim was referred to [redacted] who subsequently diagnosed the computer. It was determined that a logic board was needed. [redacted] repaired the computer and returned it to the Complainant on January 28, 2015.
However, on January 30, 2015, the Complainant advised SNW that his computer was still not repaired. On February 4, 2015, the Complainant further stated that all his data was lost and he did not possess the recovery disk to restore the computer. SNW advised the Complainant that software was not covered under the Plan.
On February 18, 2015, the Complainant contacted SNW indicate that Windows is not software related and he requested a repair rework. SNW again advised that this is a software issue and a rework cannot be completed for a non-covered issue. However, the Complainant had already sent his computer back to [redacted], which was received on February 26, 2015.
A rework was created and upon inspection, no further problems were found with the computer. The Complainant was advised that he should obtain the recovery media from the manufacturer, ASUS, and complete a system restore. If the problem persists after the Complainant purchases recovery media and completes the system restore, SNW would then be able to set up a rework or a new claim.
I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number.
Sincerely,
[redacted]%3
Please accept this response to your inquiry letter regarding the above referenced consumer complaint. In the complaint, Ms. [redacted] alleged improper handling of her request for repair of her LG Refrigerator, in relation to a warranty issued under Customer Contract...
Number [redacted], and administered by Service Net Solutions, LLC. ("Service Net").
Service Net received a request for repairs from Ms. [redacted] on August 8, 2014, due to problems with her refrigerator. However, due to an administrative oversight, the request was not approved for repairs until August 28, 2014; and it took several weeks for the parts ordered for the repairs to arrive. On October 2, 2014, the assigned service technician advised Service Net that some of the ordered parts were still pending. On October 20, 2014, the parts were delivered, and on October 23, 2024, the repair was completed.
Service Net has informed us that on October 29, 2014, a check in the amount of $250 was issued to Ms. [redacted] to compensate for her food loss.
Please contact me if you have any questions regarding this file. Thank you.
January 20, 2017 [redacted] Re: Complainant: [redacted] Company: Service Net Warranty, LLC [redacted] Revdex.com File No.: [redacted] Our...
File [redacted] [redacted] Dear Sir or Madam: Service Net Warranty, LLC (“[redacted]”) has completed a review of the above captioned complaint which was filed by the Complainant with the Revdex.com regarding a Replacement Coverage Service Contract (“the Plan”) purchased from [redacted]. The Complainant is requesting a replacement tablet or the return of his original unit. Our records reflect that on December 13, 2016, the Complainant contacted [redacted] to initiate a claim under the Plan for a [redacted] citing that the operating system was freezing up before restarting. [redacted] initiated claim number [redacted] that was assigned to [redacted] [redacted] received the tablet on December 28, 2016, and per the terms and conditions of the Plan, issued payment, to the Complainant, via gift card, in the amount of $277.19. In pertinent part, the Plan states: 1. WHAT IS COVERED. This replacement plan protects against operational or mechanical failure of a covered Product if the failure occurs during normal usage. In the event of a covered failure We will replace the original purchased Product with a new or refurbished unit, or refund You the purchase price for the Product minus tax, provided such action is authorized and necessitated by operational or mechanical failure during normal usage. 2. TO OBTAIN AUTHORIZATION FOR REPLACEMENT. … In all cases where a replacement cannot be made, You will receive reimbursement for the original purchase price, excluding sales tax, delivery and installation. The replacement may be in the form of a store credit or gift card from the selling Dealer or Retailer of this Service Contract. … 7. LIMIT OF LIABILITY. Maximum liability under this Contract shall be the cost of: (I) one replacement with a Product with comparable specifications or (II) reimbursement of the retail price paid for the products minus the sales tax. This Contract provides for only the one-time replacement of the Product with another Product with comparable specifications. This Contract will expire at the time of this replacement or reimbursement for replacement or term expiration and the covered Product becomes the property of [redacted] and We may, at Our discretion, require the Product to be returned to Us (or Our designee) at Our expense… On December 29, 2016, the Complainant contacted [redacted] via email, and advised that if the unit was unable to be repaired, he wanted the return of the unit and a refund of the retail price paid for the Plan. However, as noted above, the Plan purchased by the Complainant from [redacted] supports replacement in the form of store credit or gift card on items that experience operational or mechanical failure. The Complainant contacted [redacted] on January 11, 2017, and advised that he did not want a gift card and requested that [redacted] issue a check for the gift card amount. [redacted] emailed the Complainant and advised that the issue was being reviewed. As noted above, [redacted] issued payment to the Complainant as per the terms and conditions of the Plan and we maintain that the claim was properly adjudicated. Additionally, [redacted]’s records show that the Complainant redeemed the gift card in full on January 18, 2017, and for that reason, a check instead of a gift card is no longer an available option. The Plan further states under [redacted] LIMIT OF LIABILITY that at the time of reimbursement for the replacement, the Product becomes the property of [redacted]. Therefore, the return of the tablet to the Complainant is also not an available option. Should you have any questions or require additional information, please contact me directly and reference our file number. Sincerely, [redacted]
[redacted] Dear Sir or Madam: On behalf of Service Net Warranty, LLC (“SNW”), please accept this letter in response to the follow-up inquiry submitted on behalf of the Complainant regarding her LG Extended Service Contract (“the Plan”). In a rebuttal to our response dated 1/15/16, the Complainant contends we have not resolved her initial complaint that a refund or replacement should be provided for her defective washer based on the Plan’s NO LEMON GUARANTEEUpon further review of the claim, taking into account clarifications made by the Complainant and additional information received from the service provider, [redacted] Service (“[redacted]”), SNW has determined that the unit is a single washer/dryer and not separate, and should be deemed a lemon per the terms and conditions of the Plan. Specifically, [redacted] did in fact replace the unit’s motor during each of the five repair attempts and there were four separate claim numbers generated. Therefore, the unit meets the requirements set forth under the NO LEMON GUARANTEE, Section 17 of the Plan, where a product must undergo three separate service repairs for the same part each time, with three separate claim numbers, which requires a service repair or part replacement under a fourth claim number.On 2/2/16, SNW contacted the Complainant and offered a buyout of the full retail of the unit; $1,499.00. This offer was accepted and the Complainant should expect to receive a check for this amount within 7-14 days.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]
Dear Sir or Madam:Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint filed by the Complainant with the Revdex.com, Inc. regarding his Contractors' Preferred Protection Plan Service Contract (“the Plan”). The Complainant contends that...
there has been a delay in processing his claim and requests for repairs to be completed immediately. Additionally, the Complainant requests for some consideration to be given for a window air conditioning unit that he purchased for the time he was without an air conditioner.Our records reflect that on July 10, 2016, the Complainant initiated claim number [redacted] on his air conditioner indicating that the unit was not running and had a burning smell. SNW assigned the claim to [redacted] Comfort Inc. (“[redacted]”), as the service provider. A service appointment was scheduled and completed on July 18, 2016, where a deductible of $65.00 was incurred by the Complainant per the Plan terms. On this same date, [redacted] determined that parts were needed to complete the repair on the unit and advised SNW of an additional processing fee of $95.00 that would be charged. Although the Plan did not cover this type of fee, the Complainant paid the fee along with the associated tax to [redacted] totaling $102.00 in order to move forward with the repair. The repair to the Complainant’s air conditioner was completed by [redacted] on July 18, 2016.On July 20, 2016, SNW contacted the Complainant and agreed to reimburse the $102.00 out of pocket expense incurred by the Complainant for repair of his unit. In consideration of the delay, SNW also agreed to reimburse the Complainant the $65.00 deductible incurred during the same service appointment. In regards to the Complainant’s purchase of a window air conditioning unit while awaiting repair to his air conditioner, SNW has agreed to reimburse him for the retail price of the Plan in the amount of $467.99. Although we are refunding the retail price of the Plan to the Complainant, the Plan will remain inforce until its expiration date of February 7, 2018.SNW is in the process of requesting a refund check in the amount of $634.99 as a result of the refund amounts referenced above ($102.00 + $65.00 + $467.99 = $634.99). Once this request is processed, a check will be issued and mailed to the Complainant. Pursuant to our conversation with the Complainant, he is satisfied with our response and the steps taken to resolve the referenced claim.We trust that we have satisfactorily responded to your inquiry and apologize for any inconvenience. Should you have any questions or require additional information, please contact the undersigned and reference our file number [redacted]Sincerely,[redacted]
Dear Sir or Madam: Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding an ** Extended Service Plan (“the Plan”). The Complainant contends that she purchased the Plan with the...
understanding that ** would be the direct service provider. However, when calling to initiate service on her unit she was informed that she could not have ** as the service provider, and for that reason, she is requesting a full refund for the amount paid for the Plan. Our records reflect that on August 14, 2015, the Complainant purchased the Plan. At the time of purchase the Complainant was advised that the service providers utilized for repairs are ** authorized and certified servicers, but there is no guarantee of providing an actual ** servicer. The scheduling of an ** servicer is dependent on the appointment days and times available. On February 13, 2017, the Complainant contacted SNW regarding her freezer, which was not operating properly. Specifically, the freezer fan was not working and the freezer was too warm. A claim was initiated (claim number 11235424) and assigned to [redacted] Factory Service (“[redacted]”), an ** authorized servicer, for repair services. The Complainant stated that she did not want [redacted] as the servicer and on February 14, 2017, SNW reassigned the repair to another ** authorized servicer, [redacted]’s Appliance Repair (“FAR”). SNW advised the Complainant, via voicemail that FAR would contact her to arrange an appointment. On March 2, 2017, the Complainant contacted SNW stating that she did not want FAR as the servicer, and demanded for ** to service her unit or she would cancel the Plan. SNW informed the Complainant that it would try to arrange for ** as the servicer, but could not guarantee a scheduled appointment with [redacted] SNW advised the Complainant on March 3, 2017, that ** was unavailable and could not be assigned to her claim for service. As a result, the Complainant requested for the Plan to be cancelled and was advised that per the terms and conditions of the Plan, a prorated refund would be issued. In pertinent part, the Plan states: 19. CANCELLATION AND REFUND. You may cancel this Contract at any time for any reason. If You cancel this Contract within sixty (60) days of the date purchased, You will receive a refund of the full purchase price less any claims. If You cancel this Contract thereafter, You will be refunded the remaining days of coverage on a monthly prorated basis, less costs for service performed (if applicable). Neither You, the Dealer or We are obligated to renew this Contract beyond the current term. In light of this complaint and in order to resolve this matter without further delay, SNW will agree to issue a full refund the Complainant, via check, in the amount of $213.36, within the next 30 days. 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, 74574. Sincerely,See attachments
[redacted] has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com, Inc. regarding a [redacted] Service Plan (the “Plan”). The Complainant contends that she did not receive a full refund of the Plan purchase price...
in a timely manner after cancellation. [redacted] records reflect that on May 1, 2017, the Complainant contacted [redacted] to cancel the Plan and request a full refund in the amount of [redacted]. Pursuant to the Complainant’s request, [redacted] cancelled the Plan effective May 1, 2017. The Complainant contacted [redacted] on May 18, 2017, to request a status of the refund and was advised that the standard processing time for a cancellation refund can take up to thirty (30) days to complete. Unfortunately, there was an internal error in processing the Plan cancellation causing a delay in issuing a refund check to the Complainant. On June 30, 2017, [redacted] contacted the Complainant to discuss the refund delay and advise that a refund check was being processed for the full purchase price amount. The Complainant was satisfied with this status update. On July 14, 2017, a full refund was issued to the Complainant in the amount of $104.65, via check number [redacted] The check was mailed to the Complainant’s address on file. [redacted] attempted to contact the Complainant on July 17, 2017, and July 18, 2017, to verify receipt of the refund check; however, the Complainant was not available and messages were left for a return call. To date, no call has been returned by the Complainant to [redacted] confirming receipt of the check. As of July 24, 2017, [redacted] records do not show that check number [redacted] in the amount of [redacted] has been cashed by the Complainant. Please have the Complainant advise if the refund check has not been received. Otherwise, we will consider this matter closed. We apologize for any inconvenience that this may have caused the Complainant. 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]
Dear Sir or Madam: [redacted] [redacted] has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding his [redacted] The Complainant requests a correction in the coverage dates on...
the Plan. Our records reflect that the Complainant purchased a five (5) year Date of Purchase (“DOP”) service plan with coverage dates from September 7, 2012, through September 7, 2017. While a DOP service plan may resemble an extended warranty, there are several differences between these two types of plans. One difference, in this particular case, is that the Plan for Complainant is a DOP service plan extending coverage that runs concurrent with the Manufacturer’s warranty; whereas, an extended warranty becomes effective after the Manufacturer’s warranty expires. Please refer to the Schedule Page of the Complainant’s Plan which states: “THIS SERVICE PLAN IS INCLUSIVE OF THE MANUFACTURER’S WARRANTY; IT DOES NOT REPLACE THE MANUFACTURER’S WARRANTY, BUT PROVIDES CERTAIN ADDITIONAL BENEFITS DURING THE TERM OF THE MANUFACTURER’S WARRANTY…” Based on the findings above, the effective and expiration dates of September 7, 2012, through September 7, 2017, on the Complainant’s Plan are accurate as stated on the Plan’s Schedule Page. I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number[redacted] Sincerely,[redacted]
March 24, 2017 Revdex.com 844 S. 4th Street Louisville, KY 40203-2186 Re: Complainant: [redacted] Company: AIG WarrantyGuard, Inc. Insurer: New Hampshire Insurance Company NAIC No.: [redacted] Plan No.: [redacted] Claim No.’s:...
[redacted] Revdex.com File No.: 12030508 Our File No.: [redacted] Dear Sir or Madam: AIG WarrantyGuard, Inc. (“AWG”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Office of the Revdex.com regarding a Maytag Extended Service Plan (“the Plan”). The Complainant contends that her dryer is still in need of repair after several unsuccessful repair attempts and has requested a new dryer under the Plan. AWG records reflect that between the dates of May 4, 2016, and September 19, 2016, there were two claims initiated under the Plan in which service dates were scheduled and repairs were completed on the dryer. The unit was checked by the servicer after each repair and the dryer was reported as functioning properly. On February 2, 2017, the Complainant contacted AWG to report that the dryer would not run and was making a clicking sound. A claim was initiated and assigned to [redacted] Appliance for repair services and a service date was scheduled for February 8, 2017. Following the service appointment, the necessary part for repair was ordered by [redacted] Appliance. On February 13, 2017, AWG contacted the Complainant to advise that the necessary part was ordered and it had an expected arrival date of February 25, 2016. The Complainant contacted AWG on February 24, 2017, to request a lemon review and AWG initiated this review under the Plan. AWG completed the lemon review on February 28, 2017, and advised the Complainant that the unit did not qualify as a lemon under the Plan since the same component on the dryer must fail three (3) times and require a fourth (4th) repair as stated under Section 5. Product Coverage, Subsection No Lemon Guarantee. During this same call, the Complainant advised AWG that [redacted] Appliance installed a fuse on the dryer on February 27, 2017, and she tried to use the dryer after the repair and it broke again. AWG initiated a rework order, a period of time in which the service provider warranties its work, and it was assigned to [redacted] Appliance with a service appointment scheduled for March 7, 2017. On March 8, 2017, the Complainant contacted AWG to advise that [redacted] Appliance did not show for the scheduled appointment. In light of this complaint and in order to resolve this matter without further delay, AWG has agreed to offer the Complainant a buyout settlement of the dryer pursuant to the Plan terms and conditions under Section 5. Product Coverage, Subsection Repair Plan, which states: 5. Product Coverage. … Repair Plan… If We are unable to repair Your covered Product or We deem that repair is not cost effective, We have the option, at Our sole discretion, to replace Your covered Product with a cash settlement or gift card based on the price of a replacement product or provide a replacement product of similar features and functionality, not including delivery/installation fees. The value of the cash settlement or gift card will be determined according to the age of the covered Product using the following schedule: Product Age Reimbursement Amount 1-5 years 75% of purchase price of the replacement product… Since the Complainant’s dryer was purchased in 2013, it falls within the 1-5 year range with a reimbursement amount of 75% of the retail value of the unit which is $801.80. Based on this analysis, AWG offered a buyout settlement to the Complainant for the dryer in the amount of $601.35 ($840.80 x 75% = $601.35). AWG contacted the Complainant on March 13, 2017, to extend the buyout settlement offer, which was accepted. The buyout settlement was processed by AWG on March 16, 2017, and check # 212007 in the amount of $601.35 was issued and mailed to the Complainant at the address on record. I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number, [redacted]. Sincerely, [redacted] See attachments.
January 19, 2017 Revdex.com, Inc. 844 S. 4th Street Louisville, KY 40203-2186 Re: Complainant: [redacted] Company: AIG WarrantyGuard, Inc. Revdex.com File No.: [redacted] Our File No.: [redacted] Dear Sir or Madam: ...
AIG WarrantyGuard, Inc. (“AWG”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding her Whirlpool Repair Service Plan (“the Plan”). The Complainant contends that her dishwasher has not been repaired, requests a full refund of the Plan purchase price, and states there has been a delay in processing the refund. The records reflect that on October 25, 2016, the Complainant contacted AWG regarding her dishwasher, which was not draining properly. The Complainant initiated a claim on the dishwasher which was assigned to [redacted] Appliance Service (“[redacted]”) on October 26, 2016. However, [redacted] never received the request for service of the Complainant’s unit which contributed to the delay in service. Then as a result of a system error AWG did not get notice of the service delay or that the claim remained open. The Complainant did not contact AWG again regarding service until December 21, 2016. On this date, AWG found that [redacted] never completed service so a new claim was initiated and assigned to A&E Factory Service (“A&E”) for a service appointment on December 27, 2016. AWG contacted the Complainant on December 26, 2016, to discuss the claim at which time she requested cancellation and refund of the Plan. The Complainant contacted AWG on January 4, 2017, for a status on the refund and was advised to allow an additional 7 -14 days for processing. A full refund of the Plan purchase price totaling $63.69 (in two refund payments of $42.46 and $21.23) was issued back to the Complainant’s credit card on file on January 18, 2017. 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]
Dear Sir or Madam: I have received information from our business group that on 12/12/16, they extended a buyout offer in the amount of $824.25 to Ms. [redacted] to resolve this dispute. They are currently waiting for Ms. [redacted] to return a signed acceptance letter, so they can process a...
payment check for her.[redacted] A. [redacted]AIG Consumer Complaints Division | AIG Property Casualty
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 Repair Coverage Service Contract (“the Plan”). The Complainant is requesting the repair of his [redacted] Notebook (the “notebook”),...
or a full premium reimbursement. By way of background, on September 10, 2015, the Complainant initiated a claim (claim number [redacted]) with SNW, reporting that his notebook, which was purchased from [redacted]com, would not connect to his wireless network. The Complainant did not complete the required call with SNW’s remote technical support desk; therefore, the claim was closed on January 9, 2016, due to inactivity. On March 31, 2016, the Complainant contacted SNW and stated that the notebook continuously disconnects from his wireless network. A claim was initiated (claim number [redacted]) and the Complainant completed the required call with SNW’s remote technical support desk which determined the notebook would need to be sent into a vendor for repair. On this same date, service provider ** Services, Inc. (“** Services”), was assigned to the claim. The Complainant was advised to send the notebook to ** Services and was provided with a prepaid UPS label. On April 17, 2016, ** Services received the notebook. On April 19, 2016, ** Services tested the wireless connectivity of the notebook by tethering the product to their in-house wireless network for 10+ hours. During this diagnostic testing period there were no network disconnections logged by ** Services. Additionally, on April 22, 2016, a level 2 diagnostics test was conducted by ** Services on the notebooks wireless card and no hardware issues were found. The notebook was tethered to a second in-house wireless network for 48 hours, resulting in no reported network disconnections during this 48 hour diagnostic testing period. On April 25, 2016, ** Services reported that the hardware failure reported by the Complainant was unable to be duplicated and the product was shipped back to the Complainant. ** Services suggested that the instability of the notebook’s wireless connection may be related to the Complainant’s wireless network rather than the notebook’s wireless card. As noted above, the notebook was subjected to over 58 hours of unfettered wireless connectivity on two different wireless networks, with no reported connectivity issues. ** Services also did not detect any hardware issues. Therefore, no further repairs can be performed on the notebook until a valid hardware failure occurs. Pursuant to the Plan, the Complainant is not eligible for a replacement or refund of the notebook at this time. 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]
Please accept this response to the above referenced complaint filed by the Complainant on behalf of [redacted] regarding an HVAC Service Contract (“the Plan”). The Plan was underwritten by [redacted] and administered by Service Net Warranty, LLC (“SNW”). The...
Complainant requests a full refund of the Plan’s retail contract price. The record shows that on May 2, 2016, the Complainant purchased the Plan for $493.11, and made a partial payment in the amount of $164.37. The remaining Plan balance of $328.74 was paid on July 2, 2016. On September 12, 2016, the Complainant contacted SNW to cancel the Plan. According to Section 17 of the Plan, it states: 17. CANCELLATION. You may cancel this Contract for any reason during the first thirty (30) days after it is issued and obtain a full refund of the purchase price less any services or claims provided or paid. After the first thirty (30) days, You will receive a pro rata refund based on the term remaining on Your Contract. In either case, the refund will be reduced by the value of any services or claims provided or paid plus any applicable administrative fees. Since the Plan was cancelled after the first thirty (30) days of issuance, per the Plan terms and conditions SNW issued a pro-rated refund to the Complainant in the amount of $433.22. This refund was credited on September 21, 2016, to the Complainant’s credit card on file with account number ending 7198. Although it is not required, SNW in good faith has agreed to refund the Plan’s remaining retail contract price amount of $59.89 to the Complainant in order to bring resolution to this matter. The refund was again credited to the Complainant’s credit card on file with account number ending 7198, on October 6, 2016. On this same date, SNW contacted the Complainant and left a message stating the remaining portion of the Plan’s retail contract price was being refunded. Please contact me if you have any questions regarding this file. Thank you. Sincerely, [redacted]
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]my complaint was based on the multiple attempts I have made to contact this company AIG, waiting 45 mins or more on each of three separate calls and upon eventually reaching an agent finding that the agent had no relevant information pertinent to my situation and that there were no supervisors available that I could speak with. I never said or implied that any agent attempted to discourage my claim-only that the excessively long phone wait times were discouraging regarding persueing claims.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. In general, I am not satisfied with the delay caused by Service Net, because they first assigned the work to [redacted] Factory Service who said the refrigerator couldn't be repaired, and then they assigned it to [redacted] and cannot accept the charge asked by [redacted]. I had to wait at home every time and it's painful to do food shopping almost every day for about one month because of their bad service. Anyway, it's kind of relief that it ended eventually with the help of Revdex.com. I think the message from Revdex.com did help push them move faster and get some professional guy to fix the refrigerator. Therefore, I consider this complaint resolved.
Regards,
[redacted]
Dear Sir or Madam: AIG WarrantyGuard, Inc. (“AWG”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com, Inc. (“Revdex.com”) regarding a [redacted] Service Plan (“the Plan”). The Complainant contends that he was...
contacted by AWG to purchase the Plan and was informed that it covered all three appliances he had purchased through [redacted]. Upon receipt of the Plan, the Complainant found that it only had two of three appliances listed as covered. The Complainant further checked AWG’s online portal which showed the Plan only covering one appliance. The Complainant requests a new Plan showing all appliances as covered under the Plan and for the online portal to be updated to reflect the same information. AWG records reflect that on May 16, 2017, it mailed a solicitation to the Complainant to purchase the Plan on two appliances, a range and dishwasher. On this same date, the Complainant purchased the Plan in the amount of $294.84. On June 9, 2017, AWG received notice from the Revdex.com of a complaint filed by the Complainant. Subsequently, AWG updated the Plan to show the serial numbers for the covered range and dishwasher. AWG contacted the Complainant on June 12, 2017, to advise that the solicitation mailed was only for a range and dishwasher. The Complainant was further advised by AWG that it was unable to add the third appliance, a refrigerator, to the Plan since it was not part of the solicitation, but he could purchase a separate extended warranty on the refrigerator for coverage. In turn, the Complainant stated that if he could not have all three appliances covered under the Plan then he wanted to have the Plan cancelled. AWG cancelled the Plan pursuant to the Complainant’s request on June 12, 2017, and a refund was processed back to the Complainant’s credit card on file in the amount of $294.84 on June 13, 2017. We trust that we have satisfactorily responded to your inquiry. Should you have any questions please feel free to contact me. 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]
Please accept this response to the above referenced complaint filed by the Complainant regarding a claim reported under a Whirlpool Extended Service Contract (“the Plan”) administered by AIG WarrantyGuard, Inc. (“AIGWG”). The Complainant alleged that his Jenn-air Refrigerator was repaired multiple...
times but the issue has not been resolved, and when he contacted customer service for repairs the agent(s) he spoke with attempted to dissuade his service claims.Our records show that on May 27, 2016, the Complainant contacted AIGWG to report that his refrigerator and freezer were not cooling. A service provider, [redacted] Appliance Service (“[redacted] Appliance”) was assigned to handle the repair. On May 30, 2016, a technician from [redacted] Appliance diagnosed the problem, and the necessary part (Compressor) was ordered to repair the unit. The repair was completed on June 3, 2016, and the unit was tested which indicated that it was cooling again.Shortly thereafter, on June 4, 2016, the Complainant reported to AIGWG that the same issue had reoccurred. The appliance was repaired again on June 6, 2016, by replacing the filter dryer part on the unit. After the repair was completed, the Complainant and technician both agreed the unit was cooling again before the claim was closed.On June 9, 2016, the Complainant contacted AIGWG to report that the refrigerator and freezer were once again not cooling. The claim was reassigned to [redacted] Appliance, the technician ordered replacement parts (Compressor and Evaporator Kit) and scheduled an appointment to install the parts on July 8, 2016, but the Compressor was not delivered as scheduled. As a result, AIGWG is currently working on an alternate solution. We anticipate that this issue will be resolved within the next 7 to 10 business days. We will supplement our response at that time.Please note that AIGWG has addressed the Complainant’s allegation that the agent(s) he spoke with attempted to dissuade his service claims.Please contact me if you have any questions regarding this file. Thank you.Sincerely,[redacted] [redacted]
Dear Sir or Madam: Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding a [redacted] Service Contract (“the Plan”). The Complainant is requesting a full refund of the Plan purchase...
price and the cost incurred to have the ASUS Notebook (the “Notebook”) repaired by a licensed computer mechanic. SNW records reflect that on November 9, 2016, the Complainant initiated a claim on the Notebook indicating that as of August 29, 2016, the speakers and headphone jack were not producing sound. After the claim was reviewed by triage services on November 11, 2016, it was confirmed that the Notebook had a hardware issue. SNW referred the claim to ** Services, Inc. (“** Services”) and the Complainant was advised that a shipping box kit would be sent in order to ship the Notebook for repair. ** Services advised SNW on January 2, 2017, that the Notebook was never received from the Complainant. On January 5, 2017, ** Services reported that it received the Notebook from the Complainant and the unit had scratches on the casing, a broken hinge and a defective logic board. ** Services requested pre-approval from SNW for repair of the broken hinge cover and defective logic board. After review, SNW determined that it was not cost effective to repair the Notebook and reviewed the claim for an alternate solution under the Plan terms and conditions During the review for an alternate solution, SNW determined that the Complainant first notified SNW of the product failure on November 29, 2016, which was not within 30 days of the date which the Complainant stated the product failure occurred (August 29, 2016), as required under Section 13. LIMITATIONS OF COVERAGE, Subsection M., of the Plan which states: 13. LIMITATIONS OF COVERAGE – This Contract Does Not Cover: M. Operational or mechanical failure which is not reported prior to expiration of this Contract or within 30 days of Product failure. The Complainant was advised of the denial above via electronic mail by SNW on January 5, 2017. SNW also advised ** Services of the denial this same date and requested for the unit to be returned to the Complainant at the address on file. On January 12, 2017, the Complainant contacted SNW and alleged that the Notebook was returned unrepaired and had incurred additional damages while in the care of ** Services. SNW discussed the denial of the claim with the Complainant and advised the Complainant to contact ** Services directly regarding the additional damage. In light of this complaint, SNW re-evaluated the claim and determined that the Notebook was not serviced under the Plan pursuant to Section 8. SERVICE EXPRESS, which states: 8. SERVICES EXPRESS. Service Express is a benefit “We” provide to all [redacted] Customers with Replacement and Depot Repair contracts. We stand behind Our service and expect that We can repair or replace Your product within five (5) business days or less. We 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 replacement. The time to repair Your product does not include shipping time to or from Our repair facilities. We will repair Your product within five (5) business days of receipt at Our repair facility. This benefit is not currently available to any [redacted] Customers scheduling onsite service. Service Express does not cover extended repair times due to parts unavailability. In the unlikely event we fail to complete Your repair or replacement within five (5) business days, please contact Us at [redacted] to request a refund of Your service plan cost. In order to resolve this matter without further delay, SNW made the decision to offer the Complainant a full refund for the Plan purchase price of $120.00 and provide reimbursement for the out of pocket expenses to have the Notebook repaired by a licensed computer mechanic in the amount of $120.00. SNW contacted the Complainant on July 28, 2017, and offered a buyout settlement of the Notebook in the amount of $240.00 and the Complainant accepted. On this same date, SNW received the signed buyout acceptance letter from the Complainant and began processing the buyout settlement check in the amount $240.00. The Complainant will receive the buyout settlement check from SNW within 30 business days. 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] SEE ATTACHMENTS
Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding his [redacted] Replacement Plan (“the Plan”). The Complainant contends that there has been a delay in processing a...
refund of the Plan’s premium. Our records reflect that on August 18, 2015, the Complainant submitted a cancellation request to SNW for his Plan, which automatically renewed after one year. SNW sent this information to [redacted], the parent company of [redacted]. On August 25, 2015, SNW received confirmation that the Plan did renew on August 11, 2015. SNW subsequently loaded the contract into its system and then cancelled it on September 1, 2015. SNW then requested that [redacted] finalize the cancellation and issue a refund.On November 2, 2015, the Complainant called SNW to indicate that he had previously cancelled his Plan and requested a refund of the premium, with the expectation that it would be issued within 10-14 business days. No refund had been issued to date. On November 10, 2015, SNW followed up with [redacted] regarding the cancellation and pending refund. On November 12, 2015, SNW received confirmation that the refund was being processed. However, [redacted] then advised that the refund was processed unsuccessfully because the Complainant’s credit card on file was expired. Therefore, a manual check is being generated and will be issued to the Complainant within 30 days. We apologize for any inconvenience caused in 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]
Dear Sir or Madam:
Service Net Warranty, LLC ("SNW") has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding his Repair Coverage Service Plan ("the Plan"). The Complainant contends that his...
computer is still in need of repair.
Our records reflect that on January 7, 2015, the Complainant initiated a claim for his computer, indicating that the screen would go black and no power lights were present. The claim was referred to [redacted] who subsequently diagnosed the computer. It was determined that a logic board was needed. [redacted] repaired the computer and returned it to the Complainant on January 28, 2015.
However, on January 30, 2015, the Complainant advised SNW that his computer was still not repaired. On February 4, 2015, the Complainant further stated that all his data was lost and he did not possess the recovery disk to restore the computer. SNW advised the Complainant that software was not covered under the Plan.
On February 18, 2015, the Complainant contacted SNW indicate that Windows is not software related and he requested a repair rework. SNW again advised that this is a software issue and a rework cannot be completed for a non-covered issue. However, the Complainant had already sent his computer back to [redacted], which was received on February 26, 2015.
A rework was created and upon inspection, no further problems were found with the computer. The Complainant was advised that he should obtain the recovery media from the manufacturer, ASUS, and complete a system restore. If the problem persists after the Complainant purchases recovery media and completes the system restore, SNW would then be able to set up a rework or a new claim.
I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number.
Sincerely,
[redacted]%3
Dear Sir or Madam: ?
Please accept this response to your inquiry letter regarding the above referenced consumer complaint. In the complaint, Ms. [redacted] alleged improper handling of her request for repair of her LG Refrigerator, in relation to a warranty issued under Customer Contract...
Number [redacted], and administered by Service Net Solutions, LLC. ("Service Net").
Service Net received a request for repairs from Ms. [redacted] on August 8, 2014, due to problems with her refrigerator. However, due to an administrative oversight, the request was not approved for repairs until August 28, 2014; and it took several weeks for the parts ordered for the repairs to arrive. On October 2, 2014, the assigned service technician advised Service Net that some of the ordered parts were still pending. On October 20, 2014, the parts were delivered, and on October 23, 2024, the repair was completed.
Service Net has informed us that on October 29, 2014, a check in the amount of $250 was issued to Ms. [redacted] to compensate for her food loss.
Please contact me if you have any questions regarding this file. Thank you.
[redacted]
January 20, 2017 [redacted] Re: Complainant: [redacted] Company: Service Net Warranty, LLC [redacted] Revdex.com File No.: [redacted] Our...
File [redacted] [redacted] Dear Sir or Madam: Service Net Warranty, LLC (“[redacted]”) has completed a review of the above captioned complaint which was filed by the Complainant with the Revdex.com regarding a Replacement Coverage Service Contract (“the Plan”) purchased from [redacted]. The Complainant is requesting a replacement tablet or the return of his original unit. Our records reflect that on December 13, 2016, the Complainant contacted [redacted] to initiate a claim under the Plan for a [redacted] citing that the operating system was freezing up before restarting. [redacted] initiated claim number [redacted] that was assigned to [redacted] [redacted] received the tablet on December 28, 2016, and per the terms and conditions of the Plan, issued payment, to the Complainant, via gift card, in the amount of $277.19. In pertinent part, the Plan states: 1. WHAT IS COVERED. This replacement plan protects against operational or mechanical failure of a covered Product if the failure occurs during normal usage. In the event of a covered failure We will replace the original purchased Product with a new or refurbished unit, or refund You the purchase price for the Product minus tax, provided such action is authorized and necessitated by operational or mechanical failure during normal usage. 2. TO OBTAIN AUTHORIZATION FOR REPLACEMENT. … In all cases where a replacement cannot be made, You will receive reimbursement for the original purchase price, excluding sales tax, delivery and installation. The replacement may be in the form of a store credit or gift card from the selling Dealer or Retailer of this Service Contract. … 7. LIMIT OF LIABILITY. Maximum liability under this Contract shall be the cost of: (I) one replacement with a Product with comparable specifications or (II) reimbursement of the retail price paid for the products minus the sales tax. This Contract provides for only the one-time replacement of the Product with another Product with comparable specifications. This Contract will expire at the time of this replacement or reimbursement for replacement or term expiration and the covered Product becomes the property of [redacted] and We may, at Our discretion, require the Product to be returned to Us (or Our designee) at Our expense… On December 29, 2016, the Complainant contacted [redacted] via email, and advised that if the unit was unable to be repaired, he wanted the return of the unit and a refund of the retail price paid for the Plan. However, as noted above, the Plan purchased by the Complainant from [redacted] supports replacement in the form of store credit or gift card on items that experience operational or mechanical failure. The Complainant contacted [redacted] on January 11, 2017, and advised that he did not want a gift card and requested that [redacted] issue a check for the gift card amount. [redacted] emailed the Complainant and advised that the issue was being reviewed. As noted above, [redacted] issued payment to the Complainant as per the terms and conditions of the Plan and we maintain that the claim was properly adjudicated. Additionally, [redacted]’s records show that the Complainant redeemed the gift card in full on January 18, 2017, and for that reason, a check instead of a gift card is no longer an available option. The Plan further states under [redacted] LIMIT OF LIABILITY that at the time of reimbursement for the replacement, the Product becomes the property of [redacted]. Therefore, the return of the tablet to the Complainant is also not an available option. Should you have any questions or require additional information, please contact me directly and reference our file number. Sincerely, [redacted]
[redacted] Dear Sir or Madam: On behalf of Service Net Warranty, LLC (“SNW”), please accept this letter in response to the follow-up inquiry submitted on behalf of the Complainant regarding her LG Extended Service Contract (“the Plan”). In a rebuttal to our response dated 1/15/16, the Complainant contends we have not resolved her initial complaint that a refund or replacement should be provided for her defective washer based on the Plan’s NO LEMON GUARANTEEUpon further review of the claim, taking into account clarifications made by the Complainant and additional information received from the service provider, [redacted] Service (“[redacted]”), SNW has determined that the unit is a single washer/dryer and not separate, and should be deemed a lemon per the terms and conditions of the Plan. Specifically, [redacted] did in fact replace the unit’s motor during each of the five repair attempts and there were four separate claim numbers generated. Therefore, the unit meets the requirements set forth under the NO LEMON GUARANTEE, Section 17 of the Plan, where a product must undergo three separate service repairs for the same part each time, with three separate claim numbers, which requires a service repair or part replacement under a fourth claim number.On 2/2/16, SNW contacted the Complainant and offered a buyout of the full retail of the unit; $1,499.00. This offer was accepted and the Complainant should expect to receive a check for this amount within 7-14 days.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]
Dear Sir or Madam:Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint filed by the Complainant with the Revdex.com, Inc. regarding his Contractors' Preferred Protection Plan Service Contract (“the Plan”). The Complainant contends that...
there has been a delay in processing his claim and requests for repairs to be completed immediately. Additionally, the Complainant requests for some consideration to be given for a window air conditioning unit that he purchased for the time he was without an air conditioner.Our records reflect that on July 10, 2016, the Complainant initiated claim number [redacted] on his air conditioner indicating that the unit was not running and had a burning smell. SNW assigned the claim to [redacted] Comfort Inc. (“[redacted]”), as the service provider. A service appointment was scheduled and completed on July 18, 2016, where a deductible of $65.00 was incurred by the Complainant per the Plan terms. On this same date, [redacted] determined that parts were needed to complete the repair on the unit and advised SNW of an additional processing fee of $95.00 that would be charged. Although the Plan did not cover this type of fee, the Complainant paid the fee along with the associated tax to [redacted] totaling $102.00 in order to move forward with the repair. The repair to the Complainant’s air conditioner was completed by [redacted] on July 18, 2016.On July 20, 2016, SNW contacted the Complainant and agreed to reimburse the $102.00 out of pocket expense incurred by the Complainant for repair of his unit. In consideration of the delay, SNW also agreed to reimburse the Complainant the $65.00 deductible incurred during the same service appointment. In regards to the Complainant’s purchase of a window air conditioning unit while awaiting repair to his air conditioner, SNW has agreed to reimburse him for the retail price of the Plan in the amount of $467.99. Although we are refunding the retail price of the Plan to the Complainant, the Plan will remain inforce until its expiration date of February 7, 2018.SNW is in the process of requesting a refund check in the amount of $634.99 as a result of the refund amounts referenced above ($102.00 + $65.00 + $467.99 = $634.99). Once this request is processed, a check will be issued and mailed to the Complainant. Pursuant to our conversation with the Complainant, he is satisfied with our response and the steps taken to resolve the referenced claim.We trust that we have satisfactorily responded to your inquiry and apologize for any inconvenience. Should you have any questions or require additional information, please contact the undersigned and reference our file number [redacted]Sincerely,[redacted]
Dear Sir or Madam: Service Net Warranty, LLC (“SNW”) has completed a review of the abovecaptioned complaint which was filed by the Complainant with the Revdex.com regarding an ** Extended Service Plan (“the Plan”). The Complainant contends that she purchased the Plan with the...
understanding that ** would be the direct service provider. However, when calling to initiate service on her unit she was informed that she could not have ** as the service provider, and for that reason, she is requesting a full refund for the amount paid for the Plan. Our records reflect that on August 14, 2015, the Complainant purchased the Plan. At the time of purchase the Complainant was advised that the service providers utilized for repairs are ** authorized and certified servicers, but there is no guarantee of providing an actual ** servicer. The scheduling of an ** servicer is dependent on the appointment days and times available. On February 13, 2017, the Complainant contacted SNW regarding her freezer, which was not operating properly. Specifically, the freezer fan was not working and the freezer was too warm. A claim was initiated (claim number 11235424) and assigned to [redacted] Factory Service (“[redacted]”), an ** authorized servicer, for repair services. The Complainant stated that she did not want [redacted] as the servicer and on February 14, 2017, SNW reassigned the repair to another ** authorized servicer, [redacted]’s Appliance Repair (“FAR”). SNW advised the Complainant, via voicemail that FAR would contact her to arrange an appointment. On March 2, 2017, the Complainant contacted SNW stating that she did not want FAR as the servicer, and demanded for ** to service her unit or she would cancel the Plan. SNW informed the Complainant that it would try to arrange for ** as the servicer, but could not guarantee a scheduled appointment with [redacted] SNW advised the Complainant on March 3, 2017, that ** was unavailable and could not be assigned to her claim for service. As a result, the Complainant requested for the Plan to be cancelled and was advised that per the terms and conditions of the Plan, a prorated refund would be issued. In pertinent part, the Plan states: 19. CANCELLATION AND REFUND. You may cancel this Contract at any time for any reason. If You cancel this Contract within sixty (60) days of the date purchased, You will receive a refund of the full purchase price less any claims. If You cancel this Contract thereafter, You will be refunded the remaining days of coverage on a monthly prorated basis, less costs for service performed (if applicable). Neither You, the Dealer or We are obligated to renew this Contract beyond the current term. In light of this complaint and in order to resolve this matter without further delay, SNW will agree to issue a full refund the Complainant, via check, in the amount of $213.36, within the next 30 days. 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, 74574. Sincerely,See attachments
[redacted] has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com, Inc. regarding a [redacted] Service Plan (the “Plan”). The Complainant contends that she did not receive a full refund of the Plan purchase price...
in a timely manner after cancellation. [redacted] records reflect that on May 1, 2017, the Complainant contacted [redacted] to cancel the Plan and request a full refund in the amount of [redacted]. Pursuant to the Complainant’s request, [redacted] cancelled the Plan effective May 1, 2017. The Complainant contacted [redacted] on May 18, 2017, to request a status of the refund and was advised that the standard processing time for a cancellation refund can take up to thirty (30) days to complete. Unfortunately, there was an internal error in processing the Plan cancellation causing a delay in issuing a refund check to the Complainant. On June 30, 2017, [redacted] contacted the Complainant to discuss the refund delay and advise that a refund check was being processed for the full purchase price amount. The Complainant was satisfied with this status update. On July 14, 2017, a full refund was issued to the Complainant in the amount of $104.65, via check number [redacted] The check was mailed to the Complainant’s address on file. [redacted] attempted to contact the Complainant on July 17, 2017, and July 18, 2017, to verify receipt of the refund check; however, the Complainant was not available and messages were left for a return call. To date, no call has been returned by the Complainant to [redacted] confirming receipt of the check. As of July 24, 2017, [redacted] records do not show that check number [redacted] in the amount of [redacted] has been cashed by the Complainant. Please have the Complainant advise if the refund check has not been received. Otherwise, we will consider this matter closed. We apologize for any inconvenience that this may have caused the Complainant. 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]
Dear Sir or Madam: [redacted] [redacted] has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding his [redacted] The Complainant requests a correction in the coverage dates on...
the Plan. Our records reflect that the Complainant purchased a five (5) year Date of Purchase (“DOP”) service plan with coverage dates from September 7, 2012, through September 7, 2017. While a DOP service plan may resemble an extended warranty, there are several differences between these two types of plans. One difference, in this particular case, is that the Plan for Complainant is a DOP service plan extending coverage that runs concurrent with the Manufacturer’s warranty; whereas, an extended warranty becomes effective after the Manufacturer’s warranty expires. Please refer to the Schedule Page of the Complainant’s Plan which states: “THIS SERVICE PLAN IS INCLUSIVE OF THE MANUFACTURER’S WARRANTY; IT DOES NOT REPLACE THE MANUFACTURER’S WARRANTY, BUT PROVIDES CERTAIN ADDITIONAL BENEFITS DURING THE TERM OF THE MANUFACTURER’S WARRANTY…” Based on the findings above, the effective and expiration dates of September 7, 2012, through September 7, 2017, on the Complainant’s Plan are accurate as stated on the Plan’s Schedule Page. I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number[redacted] Sincerely,[redacted]
March 24, 2017 Revdex.com 844 S. 4th Street Louisville, KY 40203-2186 Re: Complainant: [redacted] Company: AIG WarrantyGuard, Inc. Insurer: New Hampshire Insurance Company NAIC No.: [redacted] Plan No.: [redacted] Claim No.’s:...
[redacted] Revdex.com File No.: 12030508 Our File No.: [redacted] Dear Sir or Madam: AIG WarrantyGuard, Inc. (“AWG”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Office of the Revdex.com regarding a Maytag Extended Service Plan (“the Plan”). The Complainant contends that her dryer is still in need of repair after several unsuccessful repair attempts and has requested a new dryer under the Plan. AWG records reflect that between the dates of May 4, 2016, and September 19, 2016, there were two claims initiated under the Plan in which service dates were scheduled and repairs were completed on the dryer. The unit was checked by the servicer after each repair and the dryer was reported as functioning properly. On February 2, 2017, the Complainant contacted AWG to report that the dryer would not run and was making a clicking sound. A claim was initiated and assigned to [redacted] Appliance for repair services and a service date was scheduled for February 8, 2017. Following the service appointment, the necessary part for repair was ordered by [redacted] Appliance. On February 13, 2017, AWG contacted the Complainant to advise that the necessary part was ordered and it had an expected arrival date of February 25, 2016. The Complainant contacted AWG on February 24, 2017, to request a lemon review and AWG initiated this review under the Plan. AWG completed the lemon review on February 28, 2017, and advised the Complainant that the unit did not qualify as a lemon under the Plan since the same component on the dryer must fail three (3) times and require a fourth (4th) repair as stated under Section 5. Product Coverage, Subsection No Lemon Guarantee. During this same call, the Complainant advised AWG that [redacted] Appliance installed a fuse on the dryer on February 27, 2017, and she tried to use the dryer after the repair and it broke again. AWG initiated a rework order, a period of time in which the service provider warranties its work, and it was assigned to [redacted] Appliance with a service appointment scheduled for March 7, 2017. On March 8, 2017, the Complainant contacted AWG to advise that [redacted] Appliance did not show for the scheduled appointment. In light of this complaint and in order to resolve this matter without further delay, AWG has agreed to offer the Complainant a buyout settlement of the dryer pursuant to the Plan terms and conditions under Section 5. Product Coverage, Subsection Repair Plan, which states: 5. Product Coverage. … Repair Plan… If We are unable to repair Your covered Product or We deem that repair is not cost effective, We have the option, at Our sole discretion, to replace Your covered Product with a cash settlement or gift card based on the price of a replacement product or provide a replacement product of similar features and functionality, not including delivery/installation fees. The value of the cash settlement or gift card will be determined according to the age of the covered Product using the following schedule: Product Age Reimbursement Amount 1-5 years 75% of purchase price of the replacement product… Since the Complainant’s dryer was purchased in 2013, it falls within the 1-5 year range with a reimbursement amount of 75% of the retail value of the unit which is $801.80. Based on this analysis, AWG offered a buyout settlement to the Complainant for the dryer in the amount of $601.35 ($840.80 x 75% = $601.35). AWG contacted the Complainant on March 13, 2017, to extend the buyout settlement offer, which was accepted. The buyout settlement was processed by AWG on March 16, 2017, and check # 212007 in the amount of $601.35 was issued and mailed to the Complainant at the address on record. I trust that I have satisfactorily responded to your inquiry. Should you have any questions or require additional information, please contact me directly and reference our file number, [redacted]. Sincerely, [redacted] See attachments.
January 19, 2017 Revdex.com, Inc. 844 S. 4th Street Louisville, KY 40203-2186 Re: Complainant: [redacted] Company: AIG WarrantyGuard, Inc. Revdex.com File No.: [redacted] Our File No.: [redacted] Dear Sir or Madam: ...
AIG WarrantyGuard, Inc. (“AWG”) has completed a review of the above-captioned complaint which was filed by the Complainant with the Revdex.com regarding her Whirlpool Repair Service Plan (“the Plan”). The Complainant contends that her dishwasher has not been repaired, requests a full refund of the Plan purchase price, and states there has been a delay in processing the refund. The records reflect that on October 25, 2016, the Complainant contacted AWG regarding her dishwasher, which was not draining properly. The Complainant initiated a claim on the dishwasher which was assigned to [redacted] Appliance Service (“[redacted]”) on October 26, 2016. However, [redacted] never received the request for service of the Complainant’s unit which contributed to the delay in service. Then as a result of a system error AWG did not get notice of the service delay or that the claim remained open. The Complainant did not contact AWG again regarding service until December 21, 2016. On this date, AWG found that [redacted] never completed service so a new claim was initiated and assigned to A&E Factory Service (“A&E”) for a service appointment on December 27, 2016. AWG contacted the Complainant on December 26, 2016, to discuss the claim at which time she requested cancellation and refund of the Plan. The Complainant contacted AWG on January 4, 2017, for a status on the refund and was advised to allow an additional 7 -14 days for processing. A full refund of the Plan purchase price totaling $63.69 (in two refund payments of $42.46 and $21.23) was issued back to the Complainant’s credit card on file on January 18, 2017. 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]
Dear Sir or Madam: I have received information from our business group that on 12/12/16, they extended a buyout offer in the amount of $824.25 to Ms. [redacted] to resolve this dispute. They are currently waiting for Ms. [redacted] to return a signed acceptance letter, so they can process a...
payment check for her.[redacted] A. [redacted]AIG Consumer Complaints Division | AIG Property Casualty
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 Repair Coverage Service Contract (“the Plan”). The Complainant is requesting the repair of his [redacted] Notebook (the “notebook”),...
or a full premium reimbursement. By way of background, on September 10, 2015, the Complainant initiated a claim (claim number [redacted]) with SNW, reporting that his notebook, which was purchased from [redacted]com, would not connect to his wireless network. The Complainant did not complete the required call with SNW’s remote technical support desk; therefore, the claim was closed on January 9, 2016, due to inactivity. On March 31, 2016, the Complainant contacted SNW and stated that the notebook continuously disconnects from his wireless network. A claim was initiated (claim number [redacted]) and the Complainant completed the required call with SNW’s remote technical support desk which determined the notebook would need to be sent into a vendor for repair. On this same date, service provider ** Services, Inc. (“** Services”), was assigned to the claim. The Complainant was advised to send the notebook to ** Services and was provided with a prepaid UPS label. On April 17, 2016, ** Services received the notebook. On April 19, 2016, ** Services tested the wireless connectivity of the notebook by tethering the product to their in-house wireless network for 10+ hours. During this diagnostic testing period there were no network disconnections logged by ** Services. Additionally, on April 22, 2016, a level 2 diagnostics test was conducted by ** Services on the notebooks wireless card and no hardware issues were found. The notebook was tethered to a second in-house wireless network for 48 hours, resulting in no reported network disconnections during this 48 hour diagnostic testing period. On April 25, 2016, ** Services reported that the hardware failure reported by the Complainant was unable to be duplicated and the product was shipped back to the Complainant. ** Services suggested that the instability of the notebook’s wireless connection may be related to the Complainant’s wireless network rather than the notebook’s wireless card. As noted above, the notebook was subjected to over 58 hours of unfettered wireless connectivity on two different wireless networks, with no reported connectivity issues. ** Services also did not detect any hardware issues. Therefore, no further repairs can be performed on the notebook until a valid hardware failure occurs. Pursuant to the Plan, the Complainant is not eligible for a replacement or refund of the notebook at this time. 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]