The Manchester Group, LLC

Our records show no contact from the customer’s family, requesting to cancel prior to this Revdex.com inquiryWe have processed the cancellation of the account, per this inquiry, without penalty and made it retroactive back to June In light of the complaint informing us of the customer’s passing, we have made a business decision to refund four months of home protectionThis adjustment amounts to $for the June, July, August and September auto payments that occurred on the 22nd of the monthThe account will not invoice moving forward and reflects a zero balance as of the adjustment made, per this inquiryAs a courtesy, this adjustment included the home protection deducted just prior to the customer’s passing on June 26thWe are unable to accommodate overdraw charges addressed in this inquiry, as we were not made aware of the need to cancel the account prior to this inquiry We would advise the customer’s family to contact any and all utilities associated with the residence to ensure that any utilities are turned off accordinglyWe show the [redacted] natural gas account is active with our parent company IGS EnergyWhen the time comes for the residence be disconnected from natural gas supply under the customer’s name, you can reach IGS Energy at ###-###-#### We appreciate the opportunity to address this inquiry Thanks,Jodi L***Compliance Coordinator

Thank youWe just received a call that they will be refunding the difference after listening to the previous call logs Please cancel further actionsThanks

Thank youWe will honor your request for hotel reimbursementIt takes 7-business days for the check to be processed, after which the reimbursement check will be mailed to the address on file Thank you,

Our Director reached out to the customer directly and it is our understanding that this inquiry has been resolved to their satisfaction Thanks, Jodi L [redacted] Compliance Affairs

Our Home protection service agreement became effective for the [redacted] household on February 21, After months of coverage, the initial service call was received, afterhours on July 19, wherein the technician found the blower was running, filter was dirty and outdoor unit was runningAt that time, Mr [redacted] opted to wait on repair and consider the recommended options provided by the technician The second service call occurred on July 24, and the technician found that the capacitor was bad and replaced itAt the time the fan motor was still operational so it was not covered under our service agreement The third service call occurred on July 27, and the technician found that the fan motor has failed and repair was necessary to remedy the failure and replaced it, under our service agreement Please provide a copy of your hotel receipt, we will consider it for possible reimbursement Thank you for the opportunity to address this complaint Thank you,

The matter has been resolved

Our records show
the customer enrolled in our water heater protection plan on April 18, 2014,
which coverage became effective May 3, The customer canceled the plan on
March 18,
Per the customer’s
call of March 17, 2015, he advised that the hot water was not lasting as
long
as normal, but is working; hasn’t failedWe provided several contractor
numbers for the customer to contactThe customer called ARS and their
technician advised us that the water heater unit is approximately years old
and there is damage to the drain valve caused by animals chewing the valveI
have attached a copy of our service agreement which discloses 1) this plan covers the cost of repair necessary to
remedy a failure of your residential water heater and 2) failure is defined
as meaning your water heater is not
operating due to wear and tear and 3) the additional benefit for
this system protection plan applies to claims
made after months of continuous enrollment
The customer did
not file a claim and canceled serviceWe were unable to cover repair to the
water heater under our service agreement as we find the damage to the water
heater, caused by animals chewing the drain valve, is not deemed “wear
and tear”
Thank you
for the opportunity to address this complaint

Thank you for the opportunity to address your concerns
After careful review and consideration of
your complaint inquiry, we contacted our third party marketer and they advised
that the sales agent is no longer employedThey have made a business decision
to refund you by
checkYou can reach *** with the third party marketer at
###-###-####
Our records show that the account
cancelled effective 3/17/
Thank you,
*** ***
Compliance Coordinator

We have made a business decision to canceled the Home Protection services and refund $for the months the customer paid, back to the credit card we have on file. We appreciate the opportunity to address this inquiry Thanks,Jodi L***Compliance Coordinator

Thank you for bringing this matter to our attention. Our supervisor reached out to the customer directly to address the concerns and has worked with the HVAC Company authorizing them replace the $valve per the customer’s initial claim request Thanks, Jodi L*** Compliance
Affairs

Two claims were made, for a total of $5, Invoice #totaled $1,and it will be covered in its entirety by the Inside Coverage for the kitchen drain Invoice #totaled $4,and the remaining $on the Inside Coverage will be applied towards the washer/sink line work
detailed in the invoice IGS has made several attempts to get more information from *** ***, but they have not returned our inquiresIGS would request the Revdex.com forward this complaint on to *** *** to help assist in getting further information for us to complaint the claim processIGS is willing to consider additional work detailed on Invoice #2, but we need clarity around the work that was completedIf the customer can get *** *** to detail further that the sq ft of pipe on the schematic the customer provided was indeed expereiecnced a break in the main service lateral, then IGS will consider this for coverage under the Outside Coverage

Our records show
the customer enrolled in our water heater protection plan on April 18, 2014,
which coverage became effective May 3, The customer canceled the plan on
March 18,
Per the customer’s
call of March 17, 2015, he advised that the hot water was not lasting as long
as normal, but is working; hasn’t failedWe provided several contractor
numbers for the customer to contactThe customer called ARS and their
technician advised us that the water heater unit is approximately years old
and there is damage to the drain valve caused by animals chewing the valveI
have attached a copy of our service agreement which discloses 1) this plan covers the cost of repair necessary to
remedy a failure of your residential water heater and 2) failure is defined
as meaning your water heater is not
operating due to wear and tear and 3) the additional benefit for
this system protection plan applies to claims
made after months of continuous enrollment
The customer did
not file a claim and canceled serviceWe were unable to cover repair to the
water heater under our service agreement as we find the damage to the water
heater, caused by animals chewing the drain valve, is not deemed “wear
and tear”
Thank you
for the opportunity to address this complaint

Mrs*** called and said they received a $check to reimburse them for the photos they paid for and work is scheduled to be done within the next week

Thank you for the opportunity to reply to your inquiry.   Upon researching the concern of “double billing” we find That the September 2017 and October 2017 monthly fee where processed on October 24, 2017. That the December 2017 and January 2018 monthly fee where processed on January 25,...

2018.   Since the customer choose to cancel prior to us being able to change the due date to prevent furture occurances, we are only able to offer to refund what the customer has paid. We have processed a refund check request for this amount, $174.75. This is the total amount that the customer has paid to date.                  Charge of 34.95 from 09/23/17 accepted by Citizens Energy Group on 10/24/17                 Charge of 34.95 from 10/23/17 accepted by Citizens Energy Group on 10/24/17                 Charge of 34.95 from 11/23/17 accepted by Citizens Energy Group on 12/23/17                 Charge of 34.95 from 12/23/17 accepted by Citizens Energy Group on 01/25/18                 Charge of 34.95 from 01/23/18 accepted by Citizens Energy Group on 01/25/18

Our Director reached out to the customer directly and it is our understanding that this inquiry has been resolved to their satisfaction.   Thanks, Jodi L[redacted] Compliance Affairs

Our records show no contact from the customer’s family, requesting to cancel prior to this Revdex.com inquiry. We have processed the cancellation of the account, per this inquiry, without penalty and made it retroactive back to June.  In light of the complaint informing us of the customer’s passing,...

we have made a business decision to refund four months of home protection. This adjustment amounts to $39.80 for the June, July, August and September auto payments that occurred on the 22nd of the month. The account will not invoice moving forward and reflects a zero balance as of the adjustment made, per this inquiry. As a courtesy, this adjustment included the home protection deducted just prior to the customer’s passing on June 26th. We are unable to accommodate overdraw charges addressed in this inquiry, as we were not made aware of the need to cancel the account prior to this inquiry.  We would advise the customer’s family to contact any and all utilities associated with the residence to ensure that any utilities are turned off accordingly. We show the [redacted] natural gas account is active with our parent company IGS Energy. When the time comes for the residence be disconnected from natural gas supply under the customer’s name, you can reach IGS Energy at ###-###-####.  We appreciate the opportunity to address this inquiry.  Thanks,Jodi L[redacted]Compliance Coordinator

Thank you. We just received a call that they will be refunding the difference after listening to the previous call logs.  Please cancel further actionsThanks

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

The protection
plan was purchased on December 10, 2013. The customer was denied a claim in
April of 2014. After a thorough review of the account and upon reviewing call
recordings, we find that the customer first requested to cancel our...

services on
September 8, 2014. The cancellation was processed in a timely manner.
The
account was invoiced by the utility company, [redacted], which reflected our
monthly protection plan charges of $19.95. Upon processing the cancellation we
found that remittance of our charges were behind. The account invoiced with our
charges for 9 months, from December 2013 through August 2014. 7 payments were
received on January 16; February 18; March 17; April 7; May 21; June 19 and
July 16, 2014. Our August charges were cancel rebilled by [redacted] when payment
was not remitted, in full or within the five day grace period. 
While
we have no record of the customer’s intent to cancel prior to September, in
order to resolve the complaint inquiry filed with the Revdex.com, we have made the
business decision to make the cancellation request retroactive back to May. The
refund will be split: $39.90 will reflect as a [redacted] statement credit
(refunding the months of July & August); and $39.90 will be mailed directly
to Mr. [redacted]s via check (refunding the months of May & June). Check
processing takes 7-10 business days.

Our Home protection service agreement became effective for the [redacted] household on February 21, 2015. After 5 months of coverage, the initial service call was received, afterhours on July 19, 2015 wherein the technician found the blower was running, filter was dirty and outdoor unit was running. At...

that time, Mr. [redacted] opted to wait on repair and consider the recommended options provided by the technician.
The second service call occurred on July 24, 2015 and the technician found that the capacitor was bad and replaced it. At the time the fan motor was still operational so it was not covered under our service agreement.
The third service call occurred on July 27, 2015 and the technician found that the fan motor has failed and repair was necessary to remedy the failure and replaced it, under our service agreement.
Please provide a copy of your hotel receipt, we will consider it for possible reimbursement.
Thank you for the opportunity to address this complaint.
Thank you,