The Warranty Group

Bad customer service .. I ask to please talk to a superviser and she was rude she even hang up the phone.Upset I have never received this kind of service before

[redacted]. was courteous, prompt and experienced with my HVAC system. I appreciated that he checked and changed the back up batteries in my programmable thermostat.

Complaint ID#: [redacted]
Consumer: [redacted]
We acknowledge the receipt of the above-listed complaint filed with the Revdex.com of Chicago.
This contract is not administered by TWG. We have nothing in the system related to the customer name. We do not have any claim...

records.
[redacted] - Paralegal
The Warranty Group
175 W. Jackson Blvd., Chicago, IL 60604
Tel: 3[redacted]
Email: [redacted]@thewarrantygroup.com

I was very pleased with Joshua R.'s expertise in helping me find a very annoying noise in my wall I had been experiencing for about 2 weeks. After listening and searching where it was actually coming from he found it and saved my home from a fire waiting to happen. MY mom lives with me and she is on oxygen 24/7 and this could have been a disaster, but thanks to Joshua R. he found where the noise was coming from. The noise happen to be my attic fan motor trying to run , and the motor was so hot you could not even touch it and it had started melting the plastic on top of it. Joshua R. found the wire and disconnected it safely and all was silent finally and still is. He was very professional and knowledgeable in his profession. Thank You again Joshua R. for helping me save my home and family from disaster.

Joshua R[redacted] was very professional and patience with my questions. All of his answers were understandable to me. His work and problem solving was great. Good electrician!

[redacted] was very professional in his manner and technical knowledge in checking my Air Conditioning unit. I would recommend [redacted] & Five Star PHC to anyone needing this service. He showed explain a part to keep and eye on in the future. Job well done.

MaxCare Extended Warranty (aka The Warranty Group), this company does absolutely everything they can to avoid processing any claims, especially related to engine problems. I purchased a Smart car from CarMax in November of 2014. I have been back and forth for almost a month now without my vehicle, due to the constant battle caused by MaxCare. At first, they wouldn't pay the labor rate for the shop they approved me to take my specialized vehicle to. They then decided to threaten to have my vehicle towed from the approved repair shop to another mom and pop repair shop. The customer service representatives are totally rude, along with the supervisors. All customer service employees and supervisors do not offer support or information of any type! I have been denied to speak to supervisors, and actually the rep called them "soups" (highly unprofessional). I have also been told that I would receive multiple calls back from supervisors, which of course, never happens and now I have been told by a couple representatives that "they cannot make outbound calls". I could go on and on, like I said, this has been going on, multiple calls a day or weeks for almost a month now. I have also provided every single receipt/invoice for every oil change and maintenance record that has been performed on the vehicle, and they now are saying the documents are invalid, but when asked why the documents are invalid no one can explain why. I purchased a service for a reason, and the service that I have purchased is not being fulfilled or met, especially when referring to engine problems on a vehicle. Plain and simple, MaxCare has proved that they are not willing to stand behind the service that was sold to me and this is completely fraudulent and unacceptable! Never again will I deal with this company.

The Five Star Plumbing Company and the plumber [redacted] they send me were awesome.
I liked their quick response to my call, they were fast to schedule an appointment and on time!
But the best was their plumber [redacted], they sent me.
He observed the situation quickly, gave me an estimate and bent over to satisfy the customer and saved me a lot of money! This was customer service perfect, like in the old days, where customer service still existed! Awesome guy - very recommended!

[redacted] conducted an HVAC system inspection at my home today. [redacted] was professional, courteous and engaging. He did an extremely thorough inspection and had many good suggestions on how to improve the environment of our HVAC system. I am considering some of the recommendations that [redacted] made and will definitely contact Five Star first for a quote if I decide to act on any of the recommendations. [redacted] represents his company well. I definitely will not hesitate to contact Five Star with a special request for [redacted] if I need additional services in the future.

[redacted]. was very professional and efficient performing the seasonal checkup of my HVAC system. I have been very pleased with the service I received from Five Star for the past several years.

[redacted] was very courteous and professional. [redacted] is always dependable in her follow-up with our needs.

Initial Business Response /* (1000, 5, 2014/09/12) */
September 12, 2014
Revdex.com service Chicago & Northern Illinois
Attention: [redacted]
**Sent Via the Revdex.com's website**
Re: Contract Number: [redacted]
Contract Holder: [redacted]
Claim Number: XXXXXXXX & XXXXXXXX
Ms. [redacted],...


This will acknowledge Virginia Surety Company, Inc. (VSC), receipt of your email correspondence on September 5, 2014, which was forwarded to the office of Consumer Program Administrators, Inc. the same day for review and response.
In Mr. [redacted]' complaint, he states that there are two bills from[redacted] Rental that should have been paid by us. One bill was for $83.97 and the other was for $119.93. Upon review of our claim history under Mr. [redacted]' Service Contract, we found that our office did in fact pay the proper amounts to[redacted].
Under claim number XXXXXXXX, on March 21, 2013, our office issued[redacted] a payment in the amount of $83.97, which represents the amount on[redacted]' invoice number AXXXXXXXX. Our payment reference number is XXXXXXXXX.
Under claim number XXXXXXXX, on March 12, 2013, our office issued[redacted] a payment in the amount of $160.00, which represents the amount on[redacted]' invoice number AXXXXXXXX. Our payment reference number is XXXXXXXXX.
In addition, these charges and payments were reviewed by our in-house[redacted] representative. It was confirmed that their records reflect both rental charges as paid.
In Mr. [redacted]' complaint, he states he has attempted to "contact The WArranty (sic) Group on several occasions but I have been unable to receive the neecessary (sic) help to resolve the issue."
In regards to that, I reviewed all the claim history under Mr. [redacted]' Contract and was unable to find any record of him contacting our claims center regarding rental reimbursement. In fact, the last documented call we received from Mr. [redacted] was back on February 12, 2012, which was prior to these rental charges.

Finally, Mr. [redacted]' Service Contract provides rental reimbursement for up to 7-days of rental at a maximum of $40.00 per day. Benefits apply if the vehicle is held overnight and is considered inoperative or unsafe to drive. Benefits also only apply for days while the vehicle is being repaired. Any rental extending past the date the repairs were complete is not covered. Both payments mentioned above reflect the coverable and authorized rental charges. Any charges above the amounts authorized by CPA are Mr. [redacted]' responsibility.
As explained above, CPA has acted appropriately in its adjudication of Mr. [redacted]' claims and issuing payments to[redacted] for the authorized rental charges.
If you have any further questions, I can be reached at XXX-XXX-XXXX.
Sincerely,
[redacted]
Complaint Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2014/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your response. I only selected that I do not accept your resoltuion because the case is closed as soon as I select yes. Is it possible to get somee type of reciept or something that I can show to[redacted] that these were paid already. They have turned the case over to collection agency for non-payment and without something to take to them I have no way to prove my case. Thank you again.
Final Business Response /* (4000, 9, 2014/09/19) */
September 18, 2014
Revdex.com service Chicago & Northern Illinois
Attention: [redacted]
**Sent Via the Revdex.com's website**
Re: Contract Number: OWP7ZC7P
Contract Holder: [redacted]
Claim Number: XXXXXXXX & XXXXXXXX
Ms. [redacted],
This will acknowledge CPA's receipt of Mr. [redacted]' rebuttal.
As previously explained the Service Contract provides rental reimbursement for up to 7-days of rental at a maximum of $40.00 per day. Benefits only apply for days while the vehicle is being repaired. Any rental not authorized, extending past the date the repairs were complete, or charges exceeding $40 per day are not covered. Both payments issued by CPA reflect the coverable and authorized rental charges. Any charges above the amounts authorized by CPA are Mr. [redacted]' responsibility.
After further review, it was found that the amounts[redacted] is demanding payment for are the charges above and beyond the covered amounts.
In regards to[redacted]' invoice AXXXXXXXX, our records indicate the vehicle was brought into CarMax on or about January 29, 2013 for repairs, which were authorized on January 31, 2013. CarMax requested payment on February 1, 2013, indicating the repairs were complete. This means the repair period was for four days, which was the maximum eligible for coverage. However,[redacted]' invoice indicates that the Customer rented the vehicle for a total of 7-days at $30.00 per day.
Furthermore, despite the charge of only $30.00 per day, our adjuster issued payment for a total of four days at $40.00 per day, equaling $160.00. This amount was actually over paid by $10.00 per day above the charged daily fee. Our payment of $160 left a balance of $119.93. Again, these were charges above and beyond the covered portion and are the renter's responsibility.
In regards to[redacted]' invoice AXXXXXXXX, our records indicate the vehicle was brought into CarMax on February 20, 2013 for repairs, which were authorized the same day. The total labor required to perform the job was only 2.3-hours. Therefore, repairs should have been completed in one day. CarMax requested payment for the repairs on February 22, 2013, indicating the repairs were completed on or before that day. Therefore, coverage of the rental was extended to 3-days, February 20, 21 and 22, which were the coverable days during the repair period. [redacted] charged the Customer for 6-days at $27.99 per day, totaling $167.94. As noted above, CPA covered three days totaling $83.97, leaving a non-covered balance of $83.97. Again, this balance is the renter's responsibility.
It will also be pointed out that there are no notes in either claim indicating that the Customer or CarMax requested authorization for extended rental benefits. Therefore, CPA issued reimbursement for the "eligible" days. Additional rental would need to be requested, justified and authorized for eligibility.
As explained above, CPA has acted appropriately in its adjudication of Mr. [redacted]' claims and issuing payments to[redacted] for the covered rental charges. The amounts Mr. [redacted] is disputing were correctly billed to him and must be addressed directly with the bill collector and/or[redacted] Rental Company. CPA is unable to provide any further assistance in regards to this matter.
If you have any further questions, I can be reached at XXX-XXX-XXXX.
Sincerely,
[redacted]
Complaint Resolution Specialist

This business is friendly, helpful and courteous every time we need service. [redacted]. and [redacted] are polite and respectful and work efficiently. A pleasure to do business with.