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The Farm Family Restaurant Reviews (11)

Complaint ID#: ***: *** ***, Reliable Protection #*** Dear Dispute Resolution Consultant; Upon receipt of this Revdex.com complaint, the Reliable Protection Claims Department was contacted for further clarification of prior conversations and
system notes Apparently the complaint was entered the same day a discussion took place between the Claims Department and the ***s. It seems Mr*** concluded that his claim reached final decision of denied. However, during the conversation on October 20, 2014, it was simply stated that the Reliable Protection Claims Department needed justifiable proof of the cause of lack of lube to be able to proceed and investigate with further claim process. Therefore, this claim is neither approved or denied until Claims receives the requested documentation. Sincerely, Reliable Protection Administrative Office

*** *** *** Find was sent a cancellation form this morning (2/5/16) to approve, sign and return to this office. Once received, the form will be sent to Mr
*** to sign as well. As previously explained to the ***’s, cancellation refunds are sent back to the selling dealer (*** *** *** Find) and they contact their customer (*** ***) to receive the refund.Side note: Our records reveal an address for the ***’s in *** *** and different phone # as shown in this complaint. We ask that *** *** acknowledges new address and phone with this office and *** *** *** Find

[redacted] Find was sent a cancellation form this morning (2/5/16) to approve, sign and return to this office.  Once received, the form will be sent to Mr. [redacted] to sign as well.  As previously explained to the [redacted]’s, cancellation refunds are sent back to the selling dealer ([redacted]...

[redacted] Find) and they contact their customer ([redacted]) to receive the refund.Side note: Our records reveal an address for the [redacted]’s in [redacted] and different phone # as shown in this complaint.  We ask that [redacted] acknowledges new address and phone with this office and [redacted] Find.

Dear Ms. [redacted];
 
Upon receipt of this Revdex.com complaint, the selling dealer was contacted for information.  Ms. [redacted] elected to make 18 monthly credit card payments for the Reliable Protection warranty through an independent finance company.  Five of the...

eighteen payments were made, and as soon as the finance company became aware of [redacted]’s cancellation request, the July 20, 2014 payment was cancelled and never charged to her credit card.  Any refund will be forthcoming from the dealer that originally sold her the agreement.  
 
We hope our explanation above resolves and closes this Revdex.com complaint.
 
Sincerely,
Reliable Protection Administrative Office

I'm thankful for the response but I rejected this statement, because there were some items not mentioned to me in the agreement and in the cancel process, hence the company is not release the fund amount that is owed to me from the time I closed the agreement on 10/13/2015. I have repeated sent emails and contacted this company about my refund even if it was sent to midway auto group they are refusing to answer my calls meaning that I did the business with Reliable protection and singed a contract with Reliable protection not Midway auto group, this company can't even give me a direct number to call a rep other that [redacted] who rejects my calls. I believe that I at least can be provided the amount and a direct contact to follow up on this with midway auto group since this company sent the sent to them I believe they at leave can have an agent contact me since their agent [redacted] from Midway is avoiding the call.

We purchased this plan, after our dealer persuaded us that any problems with engine would be covered, well low and behold our used car had engine problems which we took straight to BMW, they called the company to make the claim for our engine problem and Reliable Protection found a way to not pay our engine problem stating well it covers all other engine problems BUT that, well not even the person at BMW could believe this,because technically you can't get more of an engine problem then this..... now I am hoping to cancel and get my money back...but please please never buy this extended warranty, you pay more then the actual problem,because even BMW at the end was willing to work with us, more then these people where.

Tell us why here...
November 19, 2015

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Attn: Dispute Resolution Consultant
Revdex.com
4428 N. 12th Street
Phoenix, AZ 
85014-4585
Complaint ID#: [redacted]:
[redacted] D [redacted], Reliable Protection #RPG80106895
Dear Dispute Resolution Consultant;
Upon receipt and review of Mr. [redacted]’s complaint, we noted
some confusion in his understanding as to where cancellation refunds are returned.  This administrative office had discussed the
fact that the selling dealer – where [redacted] purchased the Reliable
Protection agreement, was Midway Auto Group, LLC.  Mr. [redacted] had elected to make installment payments
for the price of the warranty that the dealer sold him. And those payments were
made to Service Payment Plan (SPP).  Please
be advised that this administrative office does not receive payments from
consumers, and works directly with automobile dealerships.  Cancellation refunds go back to the selling
dealer and, in turn, the selling dealer refunds their customers.  Hence, Mr. [redacted] was told that the refund was
sent to Midway Auto Group, LLC and he receives his cancellation refund directly
from Midway Auto Group, LLC. 
As previously stated, Mr. [redacted] must contact his selling
dealer – Midway Auto Group, LLC for his refund.
Sincerely,
Reliable Protection Administrative Office

Ms. C[redacted],
I am sending you and the Business Better Bureau this email regarding my request for Warranty Cancellation.
I want the way you spoke to me and [redacted] to be documented because the way you spoke to us and what you stated suggested to ME that I would not get fair treatment because you implied FRAUD on my behalf or [redacted].
I purchased a car and warranty coverage from [redacted] at that time on 7th Street just south of Indian School Road in November of 2013. The car was in an accident in October of 2014 and declared totaled in November of 2014. [redacted] contacted the representative from [redacted] Protection at my request, to cancel the warranty. I was requested to provide the insurance information and Police Report and to complete a request for Cancellation in November 2014. I provided that information and watched [redacted] fax the information to what I believed to be [redacted] Protection in November 2014.
After not hearing from [redacted] Protection for 60 or so days, I went by [redacted] to check on the cancellation. But they had gone out of business and I had no way of contacting them and I no longer had my warranty/contract # or remembered the name of the company after 18 months+. Recently (2 weeks ago) I was in the market for another used car, I was shown 2 different warranty companies and once I saw the [redacted] Packet, I realized that was the name of my previous warranty. So I called and asked about my cancellation OR if the warranty could be transferred.
It was at time I was told the paperwork had never been received AND that [redacted] had reopened and was provided their phone number.
I was told that it's IMPOSSIBLE to lose the paperwork (I guess everyone there is a Robot or 100% PERFECT), I requested to speak to a manager. the man I spoke with told me that there is no on higher then him, except the owner, whose name he refused to provide, but said he would pass on my request to speak to him. This is where you come in.
You called and at first the call started out OK, then you proceeded to ask what took me so long to follow up. I explained I tried to contact [redacted] but they had closed the only location I knew they had. I happened to be at the new [redacted] location speaking with the owner at the time you called because I was advised that I need to provide MORE documentation and to re-sign the cancellation request. You then asked the owner why didn't he follow up, when he tried to explain you cut him off and said said "oh come on, don't tell me that, you could have because you kept the same phone number." But you still had more to say. You said REPEATEDLY that you were going to use a Car Fax report to validate the mileage, regardless of the insurance paperwork. If that is the case WHY was I chasing down paperwork and your TONE suggested that if I had something to hide it would be found out in the Car Fax Report and the Car Fax Report would be the final decision. Mike, the rep from [redacted], was adamant that I needed to provide him with proof of the mileage, if YOU wanted Car Fax Report and that's your bible, why send me and [redacted] on a goose chase, just pull the Car Fax Report and be done with it.
That was UNPROFESSIONAL, RUDE, PREJUDICIAL, uncalled for and frankly disrespectful to me and the owner of [redacted]. The owner throughout the entire purchase process and subsequent support and follow up visits had been nothing short of amazing, I have never had a more pleasant and professional car buying experience. To imply he should have done more because he kept the same phone number makes no sense to me, maybe it does in your industry.
How am I to believe I'm going to get fair treatment when you became defensive, argumentative and accusatory toward me and [redacted]. In my OPINION all you had to say was send in the paperwork and it would be processed according to company policy. No, you had to imply that because I took too long to follow up and [redacted] should followed up after they closed up the location that there is something FRAUDULENT going on and its the CUSTOMER'S fault.
I'm sure you could care less if I never buy a warranty from your company and the owner is not interested in talking to customers; I still want others to be aware of the possible pitfalls of trying to resolve issues with the company and the type of representation they will come across if they do.

November 20, 2015
Attn: Jasmine Hill
Revdex.com
4428 N. 12th Street
Phoenix, AZ 
85014-4585
Complaint No.2 ID#: [redacted] D [redacted], Reliable
Protection #RPG80106895
Dear Ms. [redacted];
It has been brought to our attention that after Mr. [redacted]
submitted a second continuing complaint, he was contacted by a representative
from Midway Auto Group, LLC.  Late
morning today, Mr. [redacted] and Ms. [redacted] discussed his cancellation, his new
address was recorded, and approximate time frame to receive the refund.  Now that [redacted] is in contact with his
selling dealer – where the agreement originated – this should close the
complaint.
Sincerely,
Reliable Protection Administrative Office

Complaint ID # [redacted], [redacted], #[redacted]
Cancellations for the Reliable Protection Plus
program are handled through the service contract provider – American Guardian
Warranty Services, Inc (AGWS).  On August
24, 2016, American Guardian Warranty Services...

received the request to cancel,
but European Auto Connection – the selling dealer - neglected to send the
required copy of the original signed vehicle service contract (#[redacted]).
AGWS sent, via facsimile, requests for the signed agreement on two separate dates
- August 24th and also on September 8, 2016 and was awaiting reply
from the dealership when this complaint was received.  In response to this Revdex.com
complaint, American Guardian Warranty Services made an exception to its
cancellation procedures, processed the cancellation without the signed vehicle service
contract, and sent the cancellation refund to the selling dealer.  Rosalba Christiansen must contact European
Auto Connection for her refund.
We hope our explanation above resolves and closes
this Revdex.com complaint.
Sincerely,
Reliable Protection Program Customer Service

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.The response given by the warranty company is the problem all together. First, I did not file a complaint the day they told me they "needed additional information" as they indicate. The claim was actually denied several weeks ago directly to my mechanic. He was told that we did not provide them adequate proof that there was oil in the vehicle thus they were denying the claim. This was the week of Oct 6. We contacted the warranty company directly ourselves and they informed us that being we did not provide them adequate proof of oil changes and that there was oil in the vehicle at the time of break down there was nothing they could do. I told them that I would get my receipts together and fax them in. At that time I was given a direct fax number to fax my documents to which belonged to "Dick" who was the "supervisor of the claim" at ###-###-####. On 10/13/14 all documents were faxed to [redacted] which included oil change receipts dating back to the purchase of the vehicle. The last one indicating the oil was changed on 06/25/14 exactly 208 miles prior to the vehicle break down. Our mechanic then again contacted them to get approval for the claim and it was once again denied. We have provided them the documents they asked for. They continue to ask me to provide "proof of lack of lube". My mechanic has told them over and over that the "lack of lube" was due to NO OIL COMPRESSION in the engine, and had nothing to do with owner neglect or lack of maintenance. Nobody. including our 20+ year experienced mechanic understand what it is they are looking for. We have provided information on owner maintenance proving to them that we have adequately cared for the vehicle since purchase. If they continue to come back with "we need an explanation for the lack of lube in the engine" but then refuse to listen to the mechanic when he tells them NO OIL COMPRESSION caused the problem inside the engine, we are going to be stuck on this loop forever. Meanwhile as they drag their feet my vehicle is in the shop unusable while I continue to make payments on it. I've been able to drive my vehicle a total of 208 miles since MAY 2014. 5 months! We have proven to them that the break down was not caused by owner neglect or lack of maintenance. Beyond that how would the warranty NOT cover the break down of the vehicle when the engine is part of the coverage? Reliable Protections response makes no sense, and its obvious they are trying to make this as complicated as possible to avoid paying the claim.  
Regards,
[redacted]

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