Spice Restaurant

The homeowner submitted this claim on April but did not follow the claims procedures, clearly outlined in the policy itself, regarding the submission of necessary documents, even though she did request a buyout, which was approved dependent upon the documents validating the
claim.However, until the proper information is submitted (including an itemized estimate/invoice showing the damage), this claim cannot be fully processed and so the buyout cannot be issuedThe homeowner was notified of this on April 2016, and May and, while it appears the contractor has told the homeowner he has sent the invoice repeatedly, nothing has been received by RWSSo as to move this claim forward, please have your contractor provide us confirmation of his sending (and RWS's receiving) the document so that there are no further miscommunicationsOtherwise, your contractor will need to send the information and confirm that it has been received by RWS before this claim is able to move forwardPlease be aware that, after the proper documentation is received, RWS will have up to business days to issue and mail payment

Thank you for your follow-upDue to your response, it seems the first issue has been resolved by our sending you a check in the full amount and by halving your SCF due to the issues with the second claimIf this isn’t the case, please let us knowOtherwise, it appears, based on your submission, that your claims representatives have not received all of the required documentation from the contractor; even calling while on the phone with you, in order to go above and beyond to resolve the issue for you quickerPlease note that with regards to appliance repairs, it is not uncommon for one issue to be fixed, only to then reveal another malfunctionWith that in mind, it appears the invoice submitted still does not require all of the information necessary to process your claim, as delineated on your policyPlease have your contractor submit a written specific cause for the failure (please see your policy for exactly what is necessary to submit, in order for your claim to be processed)Once received, we can move forward with processing the claim Thanks!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response 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.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me. As long as they follow through with what they promisedI suppose if they don't, then I will be back in touchThank you!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response 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.]The 'receipt' that the RWS has was an initial estimate that was submitted to agent Aaron S*** PRIOR to any work being startedMrS*** issued an approval of the estimate while the contractor was still at the home so the work could be completed Mrs*** also approved payment of this claim via emailIf this is not the company's policy on approving claims, the agent needs to be trainedHowever, as this repair was not critical to the functioning of the home, I would have elected to not get the work done if MrS*** had followed the company's policy and informed me it was an uncovered repairTherefore I reject this reply because the 'estimate' was approved prior to work being completedI have witnesses to this fact.
Regards,
*** ***

Mr***, thank you for your submission of a screen shot of calls to RWSPlease note that RWS was not casting doubt as to whether you had called in; instead RWS was simply stating that, regardless of the contact you made with our company, you did not follow the procedures delineated in your policy to file a claim until approximately 4pm on December With regards to the other concerns listed: please see our previous answer, as your concerns seem to stem from disbelief that a contractor was dispatched when RWS indicated it wasAs stated, you called in December saying you had not been reached out to by a Contractor, and so a second was dispatchedFinally, you submitted your estimate yesterday, from *** Home Services, on December 2017, with an estimated submitted with the same dateThe submitted estimate states that “improper/amateur install” is the cause for the leakingThe policy clearly states, “repairs necessary as a result of any act of…improper installation… are not covered under this contract.” Therefore, based on the documents provided, this claim would be denied in full due to improper installationIf you'd like to submit additional documentation, please do so

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have never made any statement to RSW about having another company look at the problem Every call I have made to RSW has been to ask what the hold up is with their contracted company - ***, and every time I am told they need to research the paperwork more or try to contact *** themselves A promise is always made they will call me back and never have
Regards,
*** ***

Thank you for your
November letter to Residential Warranty Services, Inc(“RWS”)After
looking into this matter, it appears that the Homeowner called in on Friday (
November 2015) requesting that RWS pay for her plumbing services directly,
which required prior approvalHowever, even
though the approval was granted, this
Revdex.com complaint was filed before the approval could be communicated to the
HomeownerThis is due, in part, to the weekend and Veteran’s Day, making today
only the second business day since the Homeowner’s initial request.However, the
approval had been granted and, if Ms*** would have her plumber contact
RWS at 1-800-544-8156, payment will be issuedOtherwise, the Director of the
company will be reaching out to her today to ensure that she is taken care of
We here at RWS apologize for the inconvenience experienced and respectfully ask
that, in the future, if there is a delay in our response regarding an issue, please
contact RWS one last time, prior to filing a Revdex.com complaint, as this was simply
a matter of miscommunication.Thank you for your time

Thank you for your October letter to Residential Warranty Services, Inc("RWS") regarding Ms*** at *** *** ***Upon review of her complaint, it appears that there has been a misunderstanding, by the homeowners, of when the reimbursement process begins.On August
2015, the homeowners called in the claim, stating that their air conditioner was not coolingRWS gave the homeowners permission to call a contractor of their choice for their convenience, stating only that the contractor would need to call in to RWS after diagnosis (before repair) so RWS could determine the extent of coverage and any approval would be granted over the phone so as to not waste any of the homeowner's time.For reasons unknown, the homeowners did not have a contractor out to their home until September 2015, at which point the contractor notified RWS and informed them that the air conditioning unit had sat for months in a vacant home, causing the issues at handEven though the RWS warranty does not cover vacant homes and this is, in fact, grounds for immediate cancellation, the manager went forward and approved the claim instead of asking for more information with regards to the vacancy statementShe did this because customer satisfaction is one of RWS's highest priorities and the manager chose, due to the homeowner's delay in hiring a contractor, to not waste any more of their time and have the unit repaired.The contractor's invoice was received by RWS on September and immediately submitted to accounting for processing The homeowners need to be aware that the business days begins upon RWS's receipt of the contractor's final invoice, not the date the claim was submitted, especially with the length of time that can occur between the two, as in this casebusiness days from the date the invoice was submitted is October 2015, this upcoming Friday, keeping RWS within the parameters of the time quoted to the homeowner Accounting has been contacted and the check will be mailed out this week.Furthermore, we here at RWS are sorry to hear that the homeowner feels one of our managers hung up on her "when she heard [her] voice"Due to a steady increase of customers, RWS recently switched to a different phone system to better serve those customers and, as a result, there were some complications during that first week while our employees learned the new systemIf any calls were disconnected, please be assured it was due to learning a new phone system and not due to any kind of hostility towards the homeowner herself as (1) our managers are not so unprofessional and (2) RWS handle tens of thousands of calls every month and the idea that a manager would be able to recognize a specific homeowner by their voice highly unlikelyHowever, we do apologize for any inconvenience the disconnected call may have caused the homeowner and can assure them that the new phone system has been fully integrated within all of our buildings and dropped calls are unlikely to ever occur again.Thank you for your time, I look forward to hearing from you. Alix LV***, Esq.General Counsel - Residential Warranty Services, IncPro Med Lane, Carmel, IN 46032(317) 573-(tel.)(317) 218-(fax)*** ***

This homeowner, months into a month policy, has received repairs costing 3x the amount the warranty actually cost to obtain and there has been NO money taken from the homeowner as the policy was paid for up front and in fullThis homeowner has profited greatly from her one year warranty with
RWS, making it all the more bewildering why she would file a complaint on an issue she personally knew had been resolved beforehand
In fall of 2015, the homeowner had a plumbing issue and contacted her own contractor to diagnose the issueThis contractor charged a service call fee; a fee that was unnecessarily spent by the homeowner as she then called RWS to open a claim, which resulted in our own contractor needing to be sent and a deductible owed per the terms of her warranty with usThe homeowner did not contact us about this reimbursement issue until late March 2016, wherein she was immediately contacted by the Director of the Company (on March 2016, the same day she filed this complaint)He spoke with her and told her he would immediately process the requested refund, not out of any obligation but simply out of a want to ensure complete customer satisfaction
That same day, the Director honored the conversation and submitted the reimbursementUnfortunately, the homeowner did not and, that same day, knowing what she was told by the Director, filed this complaint regardlessThe homeowner has not been trying to get this resolved since October; the only contact we had with her with regards to this claim have taken place this week and, as stated above, finalized wholly in accordance with the homeowner's desires
We here at RWS are saddened that she has so blatantly acted in bad faith - the homeowner was told, directly by the Director of the Company, that he would personally submit the reimbursement for processing yet she still filed a complaint within hours of that conversation falsely claiming a lack of communication and of RWS "giving us the run around"The reimbursement, which we have NO obligation to pay, is currently being processed, as promisedYou will receive it within business days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Actually none of my questions are addressed by RWSThis company is running a borderline scam1. Yes, I was told ONLY RWS will assign the contractorCan you imagine someone living in Mason, OH will get a contractor from someone Columbus, OHThey have assigned the service contractor2. No Freon was addedYou would think, if they added Freon, they would list the price of the FreonOnly deductible is mentioned in the priceAlso, I contacted the service guy and he said he only added very little Freon just to start the systemThe service guys are probably the best in using grammar and instead of saying need adding, they said addedAlso, I had a subsequent diagnosis done, and the new service contractor needed to add FreonRWS is running a scam on this subjectCan they show the invoice where the service guy showed the price of the Freon they added.3. The RWS claim lady said some very unprofessional stuffShe definitely told me that she has video proof.My demand is RWS fixes the issue and deductible will be paid
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As previously stated, the following actions and lack thereof are unacceptable, and would warrant an effort by the company to rectify the situation with the customer, which RWS is refusing to do. Never responded to approve or deny my 8/claim recommended repairs - proven in call recordsNever responded to or even recorded my 8/claim that the unit stopped working and needed urgent attention - proven in call recordsNever told me they decided to send me a $check for a buyout of my parts (I had to call a week later and learn that myself). - proven in call recordsCut the check a week late after they told me themselves that October was the last day they could cut to be in compliance with their day policySent a check for much less than the $I was told I would receive, and never communicated this change to me. - proven in call records Any business that calls the above actions "going above and beyond for the customer" has some serious soul-searching to do
Regards,
*** *** ***

Please see our previous communications for ways to move forwardThere have been options provided, the homeowner simply needs to let us know which she prefers to take

The homeowner filed his water heater claim with RWS by stating “I woke up yesterday and my tankless water heater was not working.” While this is important (water heaters are covered under the day warranty up to an aggregate of $500, which the homeowner was made aware of) his claim submission
continued with “I had a plumber come yesterday evening and he noticed two possible reasons…”Unfortunately, this is not what the homeowner’s plumber actually documentedInstead, the Plumber’s invoice, submitted on the same day as the overall claim, noted very clearly “Looked at tankless [water heater] and found tankless [water heater] working at this point.” [empadded] While the Plumber did note some potential issues that he estimated could "eventually be an issue" [empadded], there was no evidence of any current failure and so no diagnosis was given.As a result, the water heater was working and there was no evidence of the failure the homeowner had earlier allegedA unit that hasn't failed is not covered under the day warrantyAs a result, this claim is denied

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response 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.] first of all my repair were to replace leaking cooling coils in units 1-ton heil and 1-ton heil and parts and labor were in excess of RWS was aware of this and I was led to believe they would be sending the maximum amount covered at I was never told anything about a 1800.00 the parts alone were over plus labor for men over RWS is full of ** regarding this amount being over their cost. I would be happy to provide written cost of these items. I would never agree to allow RWS or anyone associated with them on my propertyI would also, add that they have had other unresolved complaints as per my realtor. Realtor refuses to use this company any longer. RWS has no customer service and would not even return my phone calls regarding this matterThanks Revdex.com for your assistance in contacting RWS . I will proceed to file complaint with state of Tennessee and contact an attorney for advise in filing small claims against RWS. I HAVE A CONTRACT AND IT IS ENFORCEABLE. I will make known via social media the pitfalls of using RWS as a home warranty companyBUYER BEWARE OF RWS
Regards,
*** ***

Thank you for your October letter to Residential Warranty Services, Inc("RWS") regarding Mr*** *** at *** *** ***Upon review of his complaint, it appears that the homeowner, unhappy with the coverage his RWS Warranty provided for his flooded basement, took it upon
himself to negotiate a "side deal" with the contractor at his home, which has led to the issues in his complaintPer the homeowner's warranty coverage, RWS installed a sump pump that the homeowner, evident in his complaint, deemed to be inferior to the sump pump that had failedAs a result, per the homeowner's own words "the subcontractor stated that he can install a real good primary and secondary sump pump for $plus $for the deductible, which brought the total amount that I will pay him to $1,I agreed." By the homeowner's own statement and understanding that this was a side deal not included in the RWS warranty coverage, RWS is in no way responsible, financially or otherwise, for any disputes regarding that side dealEven the homeowner's argument of "but for [the RWS manager's] actions I would have no dealings with [subcontractor]" holds no weight because the homeowner was under no obligation to make a separate, side deal with any contractor RWS sends outRWS contractors are dispatched to homes to diagnose the problem and act in accordance with the terms and conditions of the homeowner's RWS warrantyThis homeowner voluntarily chose to interfere with that arrangement and negotiate a separate deal - a deal that did not include RWS, that RWS did not approve of, that RWS was unaware of until the homeowner's phone call after the fact, and a deal that, as a result, RWS has zero responsibility forAdditionally, because RWS holds customer satisfaction so high, RWS representatives, once notified of the side deal by the homeowner, did all they could to help the contractor and the homeowner towards a resolutionUnfortunately, the homeowner took advantage of this professionalism and, despite being told repeatedly that his side deal did not involve RWS, took it upon himself to uninstall the secondary system and mail it to RWS headquartersUpon receipt, RWS reached out to the contractor who, albeit confused, because the system should have been returned to him, not RWS, personally picked up the system from RWSIn conclusion, as the homeowner was told repeatedly by a RWS manager, his issue lies exclusively between himself and the contractor he hired, outside of his warranty obligations, to perform additional work on his home Thank you for your time, I look forward to hearing from you Alix LV***, EsqGeneral Counsel - Residential Warranty Services, IncPro Med Lane, Carmel, IN (317) 573-(tel.) (317) 218-(fax) al ix@al I xv** ***com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***

The bottom of the invoice this homeowner submitted had been cut off and so RWS was unable to determine the exact amounts chargedTherefore, when a newer copy wasn't provide, the RWS claims representatives used a national standard to determine the buyout amount, which the homeowner rejected, and
which prompted this Revdex.com complaintAs this is clearly not what the homeowner desired, I have frozen the buyout. Please provide a complete invoice that has all of the information necessary (listed on page of your policy) so RWS can ensure you're receiving everything you can under the policy, and we will expedite this claim to ensure you're taken care ofWe do apologize for the delay

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below."It should also be noted that the August claim lists no failures or issues, and neither does the corresponding contractor’s invoiceYet, in her Revdex.com complaint, the homeowner is stating that her entire system failed not even days later, at which point she chose to replace it in its entirety, instead of filing a second claim and having a contractor return to the home to determine what caused the entire unit to fail completelyHad the homeowner done this, thereby following warranty procedures, there is a strong possibility that her warranty would have resulted in a higher buyout check or even covered the entire replacement of her A/C unitInstead, she took a system that had no failures days prior and replaced it without diagnosis and without informing RWS“RWS will not be liable for any costs associated with a contractor selected by the Contract Holder without prior authorization” and “Contract Holder’s contractors contacted prior to making a claim with RWS and without prior authorization will not be considered for servicing any claim, nor will any bill be reimbursed”."Above is a quoted response from RWSI went back through the timeline, and like I said in my complaint, I called TWICE Once Monday morning as a return callI was told I would get a call back later that day as to whether or not my repairs would be coveredNO ONE CALLEDI came home Monday night, and my system had completely stopped workingI called again Tuesday morning, and explained that my system had completely failed the night before (which is filing a second claim)I was again told that I would get a call back later that day and NO ONE CALLEDNo one at RWS cared that my system was outNo one made the effort to call the customer back in a timely manner to either approve/deny the repairs on the first claim OR schedule a service call on my second claim that the unit had failedNot one return call even though I was told two days in a row that I would receive oneI gave up and decided to replace the builders unit that was older than it's expected life of 10-years myself since no one at RWS was willing to service my claim and help restore A/C to my house in the heat of summerWhat was I supposed to do, keep calling RWS every day for a week or two and getting told someone would call me back and then never receive a return call while my A/C is out and the health of my family is jeopardized? How long before someone at RWS would actually respond to either of my claims? Had I not made an effort to call and explain that my A/C unit failed, I could somewhat understand a smaller checkHowever, that is not what happened, and I should not be penalized because no one at RWS called me back to service my claim.Furthermore, no one at RWS bothered to call and say they decided to offer a buyoutThere was no communication whatsoever until I called back weeks later to complain at which point I was informed of a $buyout check which would be cut no later than October Like I said before, a decision to reduce the buyout on October AFTER the due date for the check is not acceptable after having six weeks to review the claimIt is also unacceptable to make no proactive communication to the customer about any of the claim decisions
Regards,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response 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.]
Regards,
*** ***I am not denying that the company did try and call to get my money back but everything else that was said was a lie they approved the work and told me a check would be mailed I dont have time to set here and make lies up about a company, If they would have explained to me the approval process we wouldnt be here right now