The Warranty Group

Initial Business Response /* (1000, 5, 2014/04/25) */
Contact Name and Title: *** *** Supervisor
Contact Phone: XXX-XXX-XXXX
Please allow this letter to serve as TWG Innovative Solutions, Inc.'s (TWGIS) response to the above referenced complaintTWGIS is the administrator the
Purchase Replacement credit card benefit programThis program will repair or replace covered purchases which are stolen, damaged, or lost at a known location, within days of the date of purchaseAttached is a copy of the coverage descriptionPurchase Replacement coverage is provided under a group policy issued by Virginia Surety Company, Inc(VSC) to *** *** ***
We have reviewed the claim file and determined the claim will not be payable for the following reason:
The claim submitted was for a generator that was left unsecured on the front porch per the police report
We do agree this is an unfortunate incidentYet, we believe we have properly adjudicated this matter based on the Terms and conditions that govern the Purchase Replacement programUnder the contract provision entitled: "What is NOT covered" you will find the following benefit exclusion: "Unlocked or unattended items (left in public sight, out of reach, lacking care, custody or control by You or the responsible party)"We feel the claim was properly adjudicated based on this exclusion
We trust that this satisfies your request for a responseIf you should have any questions, please feel free to contact me
Initial Consumer Rebuttal /* (3000, 7, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry I do not agree with your reasoning
I was home at the timeIt was stolen off my front
porch while I was homeI believe that meets the common sense definition of attendingUnder your "reasoning" nothing would be coveredbecause everything should be attended at all timesDoesn't make a lot senseObviously you are doing all you can to avoid payingeven at the expense of your company's reputationI will be forwarding a copy of our correspondence, along with the case documentation to *** and *** of *** This will help explain why I will be ending my year business arrangement with themI know *** and *** spend millions attracting new customersIt's a shame that they will lose a loyal customer over a $claimCredit card, home mortgage and future retirement account will be lost because of your company's poor decision
Final Business Response /* (4000, 9, 2014/05/02) */
Please allow this letter to serve as our response to your rebuttalYour claim denial was based off of the statement you provided to *** *** *** *** police department; which you provided to our office with your claim submissionPer the narrative listed on the police report, "Mr*** stated some unknown person/persons took the listed generator without permissionMr*** further stated the generator was left unsecured on his front porch." Per the Terms and Conditions, "Unlocked or unattended items (left in public sight, out of reach, lacking care, custody or control by you or the responsible party)" are not eligible for coverageAs the generator was left unsecured on the front porch of your home, this would constitute an unlocked and unattended itemBased on the County Sheriff's incident report, and the policy exclusion, we believe the loss is not covered under the policy
Final Consumer Response /* (4200, 11, 2014/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The generator may have been left unlocked but it was not unattendedI was home all nightThat is attending to the generator; especially during an ice storm/ federal disaster area! It looks like we are disputing whether being inside your home is attending to something on your porchI believe it isCommon sense says you can't watch everything in your home at all time
I was home when it happenedTherefore I met the Terms and Conditions of our agreement
I request that you approve my claim per the policy intent

*** was courteous and efficient

*** *of Five Star Plumbing Heating Cooling was very courteous and helpful Thanks, ***!

I had a bathroom sink completely stopped up We called Five Star Plumbing In about
an hour *** * knocked on our door to repair our problem In about forty five minutes he had the problem fixed *** knew what to do He did an good job
and I will request him again when we have a problem he is my plumber from now nowSIGNED: *** AND *** ***

*** was very professional and courteousWould recommend

*** ** was extremely polite and helpful with any questions asked; did not make a person feel questions invaded his territoryThe job was performed in a positive way.I would be proud to rate with stars without any hesitationA little pricey, however worth it!

I have dealt with this company on four different occasions over the past eleven yearsEach time was a positive experience with their own personnel or with the businesses they referredI would always encourage people who need their services to trust their advise

Initial Business Response /* (1000, 5, 2015/09/21) */
Complaint ID#: XXXXXXXX
Consumer: *** ***
We acknowledge the receipt of the above mentioned complaint filed with the Revdex.com of Chicago
The Warranty Group has many extended warranty programs and service contract programs
that cover a wide range of consumer products including, mobile phones, domestic computers and other everyday consumer electronics and appliances
Additional information is needed to search our records and locate the consumer's specific extended warranty or service contract planPlease answer the following questions
Name of insured person: ______________
Date of Service or Date of Loss: ____________
Policy or Claim Number: __________________
Type of Coverage: __________________
What company is listed in the extended warranty or service contract?
______________________
(For example: Automotive Warranty Services, Inc., Consumer Program Administrators, Inc., or TWG Innovative Solutions, Inc.)
Upon our receipt of this information, we will further review our records
Thank you for your cooperation
*** - Paralegal
The Warranty Group
***

I just signed up with 5Star and so far, they have kept their agreement to everything
they promised Everyone was very courteous and did a very good job of inspecting their reason for being here ( electrician, plumber and heat/pump ) If something was found and had to be replaced or fixed , you received a written account and pricing , there was no pressure to get the work done right away or even if you wanted to have the work done, your decision I was pleased with the company they represented LL

Great experience with this company for years and once again another great experience with a plumbing repair James was extremely professional and took a lot of time answering questions and explaining how to avoid future issues

*** *with Five Star Plumbing Heating Cooling did an excellent job with our plumbing repair We called Five Star mid day on a Saturday after another plumber (different company) called and cancelled our appt *** was at our house in about an hour In and out, job complete, in minutes The plumbing fix was a little more difficult due to the leak's location *** explained to us how he was going to fix the leak and let us observe the process Even though my house was a mess from the leak, *** covered his shoes with booties when he came in, was very friendly, fast and knowledgable We have recommended Five Star to family and friends and will use them again

Excellent service! *** * from Five Star Plumbing Heating and Cooling was friendly, efficient and helpful He was curteous and took great care to wear shoe covers each time he entered our home I was very pleased with his service Thank you!

Steven did a great jobHe was personable and professional and explained all the options availableThanks for a job well done

Five Star contacted this customer who had purchased a $inspection through [redacted] on 5/30/14. [redacted] made these statements:
class="MsoNormal" "margin-bottom: 0pt">Her father had rebuilt the toilets but they still run continuously. (non-licensed plumber working on her rental home?)
The garbage disposal would back up into the sink when the dishwasher was running (again a non-licensed plumber working on her home?)
The kitchen faucet was not working. It would not function
Five Star was able to supply a plumbing technician on SATURDAY morning May 31, because it was an emergency for the home owner who had a tenant who was having difficultythe technician performed a full house inspection
the technician contacted the home owner via phone because she was not available / lives in another location
the technician gave her all the information that she needed to be able to make a decision
[redacted] understood what was going to have to happen to fix the problems. She decided to have the work done. She asked if we could please be done on Saturday May 31, so that we could take care of her tenant. She felt confident with the work to be performed, knew the price before the work was started. [redacted] gave the technician the credit card # over the phone
The technician totally rebuilt both toilets so they would function. He gave a year warranty on these parts. This warranty and repair is the best guarantee in our service area
The technician replaced the kitchen disposal with a high end garbage disposal. He gave a year warranty on these parts. This warranty and repair is the best guarantee in our service area
In order to give this customer $discount in investment, the Five Star technician provided a preferred service agreement for this customer for $109.00. These are typically $so the customer got this service for more than 50% off. Customers get two free visits every year along with some minor repairs for free
The plumbing technician also gave [redacted] a free repair by fixing the kitchen faucet that had been previously installed improperly
After all the repairs were made [redacted] made a call to our office thinking that we had overbilled her by $
Five Star's service manager listened to all of the recorded phone calls that [redacted] made to Five Star. He called her back on May 31, 2014. He indicated that he did not have copies of all documents / pricing but he would look into it and begin work into the resolution Monday morning
It's important to note that we have repeatedly worked with and called [redacted] in order to try to resolve this issue. We have tried on each phone call to walk through the invoice so that [redacted] knows what she was charged for. It has now gotten to the point that she will not call us back. She has decided to try to intimidate us by making statements and lies. These statements and lies have popped up at [redacted] and the Revdex.com
We have offered to refund the $(half price for a preferred customer agreement) and the $that [redacted] paid for the [redacted] plumbing inspection and the extra to make the refund $
Five Star Plumbing Heating Cooling is a very professional service provider. Five Star provides service 24/and answers the phone live with a person 24/7. Five Star also offers the best guarantees and repairs in our service area. Five Star stands by the repairs and the investment that was made by the home owner for the repairs.
I think it is pretty sad that every time the customer calls our office her story changes. (We record all phone calls.) I think the [redacted] needs to understand that whoever is giving her prices over the phone for plumbing repairs without also providing a whole house inspection is not treating her fair. She does not know what she is getting into. It is also probable that any plumber who gives the customer a price over the phone would come back to the home owner and charge extra for something that "surprised them," or "weren't told about."
I believe another part of this issue is[redacted] purchased a $inspection through [redacted] because she is cheap, looking for a deal. I think she hoped that the $covered repairs to be made. This is simply not the case. It states on all advertising through [redacted] what can be done
[redacted], I am truly sorry that we have had this misunderstanding but we have served you properly and functionally. [redacted], in an effort to help you, I had authorized our service manager to refund a total of $400. I would still stand by this offer but do not appreciate the lies that you have spread
[redacted]
VP / GM Operations

Five Star was very timely and courteous from the Agent who answered my initial call through completing their work. The Agent provided continued follow-up on the status of scheduled visits and the service technitiians were prompt, friendly, and competent.

Initial Business Response /* (1000, 5, 2014/04/17) */
Ms. [redacted],
Please see the attached response.
Thank you,
[redacted]
Complaint Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2014/04/17) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
The selling dealer was out of business [redacted] 30 days after the warranty was purchased with the vehicle, ever since then all requests for service have been denied. Quote - "On April 16, FE was advised by PGM that the matter was reviewed directly with the Selling Dealer who offered to provide coverage for the fuel sending unit/pump repair. However, FESC was further advised that Mr. [redacted] refused this offer and demanded a full refund of the Agreement cost."
I was never contacted by the Selling Dealer because the selling Dealer [redacted] is no longer in business, I was also never contacted by [redacted] furthermore I was only briefly contacted by a [redacted] at my place of employment who offered to pay the total bill of nearly $800. I never refused payment however I did voice my disgust and did request a full refund since I really want nothing further to do with the games this company plays, I sent my receipt forward at his request and told him about what I had endured as a customer I also told him I had forwarded my complaint to the NYS Attorney General. I have not since heard from him however at my time of speaking with him he was very apologetic so I find it odd that this total turnaround is now the outcome. I did in fact speak to my attorney who told me to handle my dispute in this manner as this is why these entities are in place. The insurance company clearly plays games with wording to deny claims.
Final Business Response /* (4000, 11, 2014/04/21) */
Ms. [redacted],
Today we received some additional information. FE was advised that the Selling Dealer has agreed to provide Mr. [redacted] a full refund of the Agreement cost.
Therefore, FESC considers this matter resolved to Mr. [redacted]'s benefit and no further action will be required by First Extended Service Corporation.
Thank you,
[redacted]
Final Consumer Response /* (2000, 13, 2014/04/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted the resolution of a full refund of the purchase price of the warranty of $2175 as outlined in the agreement. I have signed and returned the agreement (see attached) on 4/22/2014. If the agreement is not adhered to within a reasonable amount of time I will reopen this case. I will also close the claim with the NYS Attorney Genral upon receipt of full payment.

[redacted]. with Five Star was timely, efficient and courteous.

Called Five Star in the morning and they came out as schedule the same day. [redacted] and [redacted] were the Service Technicians. Both were polite and knowledgeable. They quickly diagnosed the problem and had a solution.
I would recommend Five Star to a friend and would call them again.
Well done guys.

Signed up for Home Choice home Warranty in February 2016. Reported a Inoperative central air conditioner in August 2016. Service Agent arrived on 8/21 and diagnosed the problem as non functioning condenser coil which was installed with the original A.C. Choice would not pay for this repair claiming I did not do required maintenance. When I advised that the condenser was located in the furnace and would require me to cut open the air ducting to obtain access to the coil, their response was you have to do maintenance. They maintained this position even after being told that their service rep. and the air conditioner manufacturer agreed with my position. Had to pay $ 1400. Could have used Home Adviser and saved premiums paid to Choice Warranty. Note similar complaints with NJ consumer protection Agency.

Excellent Service by Chris C! He was on time, professional and did a great job explaining the problem with my heating system.