The Manchester Group, LLC

I do not accept the fact the company is ok with leaving a failing part, even after the tech recommended replacement.  It is unacceptable to be to pay for a service and when it is needed, they try to get by with paying as little as possible.  I was put out of my house for a night, had to pay for a hotel in-order to protect my family from a fire hazard.  I don't understand how a company can put money over clients safety.

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

Thank you. We will honor your request for hotel reimbursement. It takes 7-10 business days for the check to be processed, after which the reimbursement check will be mailed to the address on file.
Thank you,

Our Claims Manager has been in direct contact touch with the customer and has resolved their inquiry, to their satisfaction.   We were been able to confirm that in 2015 the City of Sidney Ohio worked with the EPA, in order to battle a problem within the City’s sewer system.   To address...

the question around reimbursement for the video service, the customer contacted IGS in May of 2015. At that time we asked the customer to provide a copy of the video and paid invoice documentation from [redacted] for the video service, that was arranged for outside of our service agreement’s claim process. Typically, a claim is called in and IGS contacts the contractor on behalf of the customer. The customer provided the video in May of 2016. We are still waiting for the invoice documentation to be provided for our review and processing of any applicable reimbursement.   Upon watching the [redacted] video, provided by and returned to the customer, we were able to view the twig size breakthroughs into the sewer line however the line remained operational. This damage was identified by the directive of the EPA/City stating that a breach in the pipe, by roots causing infiltration to occur. As disclosed, our service agreement provides repair to restore operational use of your Protected Lines or Protected Systems that experience a Leak or Failure.   To address the current claim in question, which was originally denied due to the above, IGS has made the business decision to go beyond our disclosed service agreement coverage and do the right thing in covering the service needed to repair root break damage discovered by [redacted]. The customer contracted [redacted] for this repair, whom are not within IGS’s current network of contractors. IGS reached out to them and they have agreed to work directly with IGS for payment of said repair, up to the coverage limit.   We appreciate the opportunity to address this inquiry.   Thanks, Jodi L[redacted] Compliance Coordinator

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.