Spice Restaurant

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Residential Warranty Services' response was completely inaccurate with the timeline. They did not speak with the pest control specialist [redacted] until yesterday, July 12. I called them personally on July 7 at 12:45 pm and argued against the denial. They then emailed me at 1:02 pm that same day and said they determined to cut the check for $910 only instead of the necessary amount of $1840. They did not consult the pest control specialist until 5 days after they determined they would only pay $910 instead of the necessary $1840 to take care of the termite issue. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Everytime I have contacted RWS, they have put me on hold and told me that my claim is “in process” and not been able to provide any additional information as requested. The first claim was for $1671.44 for the a/c repair. Your company agreed to pay $1171.48 of that repair. When the heat exchange was also found to not be working properly, an additional claim was sent in. Now your employees are telling me that the total amount the company is willing to pay out is $1912 to repair the a/c and heat. I have spoken with the contractor your company sent out several times and they stated that the repair is much more costly than that. I do not understand how the company agreed to pay $1171.48 for just the a/c repair, but only $1912 for the a/c and heat to be repaired. 
Regards,
[redacted]

Thank you for your Revdex.com submission. After reviewing your file, there are some likely unintended omissions from the dates given – on 7/28 you received a response that proper documentation was needed due to your submittal not conforming to the submittal procedures listed on the policy, which clearly...

states that a diagnosis and itemized estimate (separating parts from labor) from a licensed contractor are required. You submitted a D&L invoice that did not diagnose nor itemize the two, and so an email was sent to you on 7/28 asking for proper documentation. You responded on 8/8 and 8/15 with receipts from Lowes and Home Depot and a final submittal, for close to eight thousand dollars’ worth of unspecified work on your living room, kitchen, bathroom, tile, master bath, etc. Therefore, to date, proper documentation has not yet been received. Additionally, you stated “my father went into the crawl space”, and discovered the failure. The policy only covers “those items that were confirmed to be in good working condition at the time of inspection and excludes all others, regardless of their condition or whether they were repaired”. The Inspection Report states that “portions of the plumbing system concealed by finishes and/or storage, beneath the structure, or beneath the ground surface are not inspected”. Therefore, issues in the crawl space are outside the scope of the warranty as they were not confirmed to be in good working condition at the time of inspection. Therefore, please provide proper documentation (including diagnosis and itemized estimate and where the piping in the crawl space was confirmed to be in good working condition) and we’d be happy to review your claim. Additionally, please note that this claim, if covered, is limited to a $500 aggregate maximum. Please see the one page policy for more details and for exact specifications and limits of coverage.

The homeowner has offered no reason (left blank) as to why she declines our response. As a result, we have nothing to add except to refer to our last response.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
playing on words.....I did not say you were lying about having made contact with my contractor.... but that "it was unfruitful". I am aware that you made contact with my contractor AND that he did go over the estimate with the company.  A- How can you have a verbal conversation with my contractor and at the end of the conversation STILL not have a clear understanding of how much it was for parts and labor vs equipment? B-  How then would having a second estimate with clearly stated breakdown of what is parts, labor,vs. equipment Not be providing you with proper documentation on my end?C- How is it that you even think it makes any sense whatsoever to claim you never recieved proper documentation from me after offering $300, $600, then $1200? a fraction of a $2000.00 policy my claim would have simply been denied altogether if proper documentation had not been provided.Lastly, clearly I have already supplied all the necessary documentation. Had I NOT my claim would have been denied as opposed to me spending the last 4 months of my life insisting on the proper payout according to my policy/contract with this company. ALL documentation that was required or requested WAS provided. I DO NOT have any other outstanding documentation to be turned in and NEITHER has the company requested anything else from me.... so I find the response/resolution from the business unacceptable. And just look at the language you chose to use should tell everyone they need to know from WEBSTERS dictionary:" Unfruitful" ='unproductive'='NOT yeilding benefits or profits'.   tripping on your own language here ...just because your conversation with my contractor 'didnt yeild benefits to you' does NOT mean you can come back and say you dont have proper documentation from me. Come on now.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
While the first issue is resolved, the second issue is still awaiting resolution.  I did get a call from the company and they were asking about 2 mother boards and I did not understand their question and even the representative who called me did not understand.  After I saw this response through the Revdex.com I understood that the folks handling the claim had simply skipped over the titles and read the details.  I called back and clarified to the representative that the first section was for "Service" cost and the second "Parts" section was for the cost of the parts.  There were not two boards, but one cost for installation and the other cost for the part itself.    It is too bad you did not reach your own technician as according to what he told me the total cost would have been similar to him and he, as well as my company, advised taking the money for the repair and putting it to a new washer which would not have problems.  That is what I told your representative originally and she said to get my company to give the estimate (which I sent) and provide it to you which I did. Further, to let others know about this company.  I have had to call many, many times and sometimes had to leave a message rather than talk to anyone, but usually after waiting a long time I was able to speak someone.  That person almost always promised to call me back with a resolution -- and only one time out of all of the times did anyone actually call me back according to what was promised (which was to instruct me to submit the doc which I promptly submitted).  The company speaks of taking unusual steps -- well, that was actually calling me once.  I did not put them on hold.  I would like to receive the cost of the repair as promised to me on the phone, but I have no idea what they are doing.  I will leave this complaint open until I receive the correct amount for the repair (and don't take the 150 deductible this time from what I paid your representative who did not fix the issue! -- if you want that money back, then you should get it from your technician). thank you,[redacted] 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. If I dont receive the check in 45 days, I will file a new complaint on this. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below
The real invoice is attached. This is the one the service guy gave me. Notice; only charge is deductible. Also notice, recommendations. I also have the text msg from the service guy saying he only used little freon just to start the AC 
Regards,
[redacted]

The homeowner has stated that the issue began approximately one month ago, and blames RWS for the delay in handling his claim. However, the homeowner did not file his claim with RWS until 05 December 2017, approximately 3 weeks after first noticing the leak which, while we sympathize with his...

mentioning he was waiting for a call back from a specific employee, his policy states, throughout its terms and conditions, the number to call to file a claim, which can be taken and processed by any one of our numerous customer service representatives. Within days of his claim being filed, a contractor was dispatched but, when the homeowner called in the next day upset he had not been reached out to yet by that contractor, our contractor network immediately dispatched a second contractor, with the hopes of getting someone out to the homeowner faster, with the homeowner being made aware of the same. At this point, it’s between the homeowner and the contractor to schedule a time for the contractor to come out; we find our customers prefer it this way as it allows them to get the contractor out quicker, more conveniently, and at a time that best suits their schedules. Until we hear back from the contractor or the homeowner with details pertaining to the repair, there is nothing we can do with regards to this claim.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When Mr. Rooter came to look at the water heater, I was told directly over the phone by a lady in your claim department that RWS would pay $750 for the replacement of the water heater and labor.  I also spoke recently with the lady at Eaton Plumbing who said that she had verbal approval from Josh from RWS to replace the tank.  She was told that RWS would pay $800 of the replacement cost.  The policy book says that water heaters are not covered for rust damage in the first 30 days.  It does not state that they are not covered for any reason during the first 30 days.  It also says that your claims department is trained to know when a claim is covered or not, so if it wasn't covered at all I would have been told that when I first called.  I was told on three different occasions that RWS was covering the repair.  I still don't know what you are talking about saying that the water heater was "modified".  None of the contractors that came out to look at it said that to us.  
Regards,
[redacted]

Mr. [redacted], Thank you for your response; it is unclear what you are alleging is untruthful in our previous response as all of this information is automatically tracked. Please let me know which portion you disagree with, and why, and we here at RWS would be happy to look into the matter further. With regards to your remaining allegations, verbal confirmation was given for the first repair on 3/02. RWS was not informed the repair had not occurred, nor of the second requested repair, until 3/19 - please see our previous response for more specifics. As you are aware, additional information was needed for the second repair before authorization could be given, and your claim was unable to be processed until it had been provided. However, beginning 3/19 and continuing onward, RWS reps have been in contact with you and working diligently on this claim to ensure you were taken care of; it appears your claim has been approved for a buyout, which would have been relayed to you when you called in last night.

Please note that there appears to be a simple misunderstanding as to the amount Ms. [redacted] has received. Please note that $512.00 was paid on this claim, albeit broken into three separate checks, for the following reasons: $150.00, pursuant to her 90 day limited mechanical and structural...

warranty, mailed 14 February 2017) covering the deductible for her Simple Policy claim (Claim No [redacted]);          2.   $112.00, pursuant to her One Year Simple policy, mailed 3 February 2017, covering the cleaning of her hvac system (Claim No [redacted]); and finally         3.   $250.00, pursuant to her One Year Simple policy, mailed 21 March 2017, covering the repair to her hvac system (Claim No. [redacted]). As you can see, the total sent to Ms. [redacted], is $512.00, which is more than the $500 she has based her Revdex.com complaint on. Due to the confusion with regards to the buyout amount, RWS has not addressed any of the other allegations included in the complaint although we are conducting an internal investigation to ensure Ms. [redacted]’s experience does not happen again.

This complaint is currently pending with the Revdex.com as ID No. [redacted] and has been addressed in full on that complaint.

As has been discussed previously, RWS never told the homeowner her repair would be covered prior to a contractor visiting her home. Logically, RWS will never be able to determine whether the failure is covered under the warranty until a diagnosis (estimate) is received from a qualified Contractor. Therefore, while RWS may, based on a homeowner’s description of the issue, be able to give an idea as to whether it may or may not be covered, there is no guarantee until the documentation has been received.This claim was properly denied pursuant to the terms of the policy and, as no new information has been offered during the course of these Revdex.com correspondences, the claim will remain denied.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.As the policy holder, and supporter of RWS for multiple years, and referring clientele to RWS, I understand the policy and the reason RWS thinks they should deny the claim. However there are 3 seperate calls into RWS regarding the AC unit. Every time they sent out a contractor the contractor would say it is only dirty, and RWS does not cover maintenance. Since I was tired of paying for someone to clean a broken unit, I called a contractor out to test the AC system. In fact I had two separate contractors out to assess the situation. In both instances they concluded that the compressor unit had failed. I continued with the repair due to the fact that the hot and humid weather was not healthy for the family.
I hired on of the contractors to complete the job because RWS would have sent a contractor out to say it is dirty and I was over their incompetent contractors.
This is why I believe the contract was not broken by myself but by RWS originally when they refused to replace the broken part due to their contractor not properly testing the system.
As far as yelling, there was none of that, in fact I recorded the calls and had a witness with me on my end. I was trying to explain that after multiple attempt to have RWS send their contractors out and not fix the situation I was tired of not having the AC working.
The representative was interrupting me to raise her voice, then in the middle of my explanation she said she would hand up on me if I did not listen to her. Within 3 seconds she hung up. Ever since then they will not return my calls.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.YOU ARE RESPONSIBLE FOR THEIR ACTIONS.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 phone message with your director/manager is recorded. I suggest you play back that tape and see why I filled a complaint with the Revdex.com immediately following that call. You are being dishonest in your reply as well. You offered me $200 and told me I owe you 2 separate $150 deductibles. I told you I was open to having the machine repaired or replaced. I don't care. I just want it to work. I suggested that having the dishwasher replaced probably makes the most sense for several reasons: One, it will save your company money as a new dishwasher is significantly cheaper than repairs. 2 the state of the dishwasher doesn't really warrant fixing it as it will likely fail again in the near future. I don't expect you to buy me a brand spanking new Bosch dishwasher, but I do expect a fair payout. $200 on top of the deductible is completely ridiculous. I told your director I would settle for $500. I got a quote on a comparable dishwasher from 2 sources (sears and recker and boerger). The price of a new comparable machine is $709 and $711 (installed) respectively. The fact that you also are trying to make me pay two separate $150 deductibles for ONE broken dishwasher is laughable. There was only one service call made. Per the contract, RWS is welcome to have a second opinions from one of their own trusted professionals. I am happy to accommodate that. Based on their response, it is clear they would rather demagogue me than try to work out a resolution. To me this reflects their character. 
Regards,
[redacted]

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

Please note that the 90 day policy clearly states "this contract only covers those items that were confirmed to be in good working order at time of inspection and excludes all others, regardless of their condition at the time of inspection or if they were repaired."  The Platinum Roof...

Protection Plan clearly states "any defect noted in your home inspection... is not covered". While we here at RWS sympathize with the homeowner, these limitations are clearly listed in the policies and must be adhered to.

The homeowner’s submitted invoice included a trip fee, a labor charge for 2 hours’ work, and a parts charge. RWS covered the entirety of the trip fee, the entirety of the parts charge, had to adjust the amount paid on labor to a national standard for the listed 2 hours, and included, without...

prompting from the homeowner and despite the contractor not itemizing the invoice, as required by the policy, a drywall access fee reimbursement as covered in the policy. Once the 2 service call fees were deducted (the policy states “a service call fee applies to each mechanical breakdown, for each distinct malfunction. At times, multiple malfunctions may be discovered in the same component. A service call fee would apply for each repair or the actual cost to repair, whichever is less”), the homeowner was written a check for $259.00, which they have confirmed receiving. Based on the documentation the homeowner submitted, this is the correct amount and, while we do empathize that they were hoping for a higher buyout, RWS must depend on the documents received. However, after speaking with the homeowner, it appears the contractor may have miswritten the number of hours worked. If this is the case, please submit an accurate invoice and we will be happy to review and send another check, if applicable. Please note, if the hours are the same as discussed previously with RWS’s Director of Operations, the homeowner will receive a total buyout that is higher than the amount they have said they would accept.