Umbrella Warranty Services LLC

First communication was on 11/24/via telephone We worked with the repair shop at the time, [redacted] at [redacted] *** We went back and forth several times on this diagnostic situation, estimates, and suspected component failures There were Two components were not covered on the customers Gold plan and we denied them We stated that their plan would cover the 3rd component out of the three We notified the customer and shop via telephone Several days later, via telephone, customer contacted the issuing car dealer and they could not recall back over year ago what was stated We then referred customer to their signed contract which then took the telephone discussions into email formEmail discussions to the issuing car dealer started on 11/30/(we were closed for the holiday on 11/and 11/27), continued on 12/and 12/3, 12/4, 12/7, 12/& 12/First email to customer (Communication was with both contract holder [redacted] and his relative [redacted] ) from the telephone conversations was on 12/4/when customer disputed coverage on their signed and confirmed coverage contract via telephone a few days before When we have a situation that involves disputes, we require them in writing (letter, fax, or email) for documentation of the situation and its progressThe customer stated they believed to have a “Platinum plan” which they allegedly state they were told it covered all of their needed repairs I referred them back to their signed contract from 8/21/which indicates a Gold plan The customers response was that the issuing car dealer confirmed to them verbally that more or less everything was covered After being dissatisfied, the customer requested a full refund I advised them that their contract states it is proratedOn Thursday, 12/9/I provided a prorated refund quotation to the customer and the issuing car dealer via email in the amount of $which is shared by Umbrella Warranty and the issuing car dealer [redacted] *** On Friday, 12/10/the customer disputed the prorated refund quotation calculation I then gave a breakdown of the prorated calculations based on time from the contract start date to the contract end date, less credit card processing fees and administrative/cancellation fees I also told the customer via email that Umbrella warranty sends a partial check to the issuing car dealer and then the car dealer issues the customer the prorated refundLate on 12/15/15, Umbrella Warranty processed a refund check and on 12/16/ [redacted] it to [redacted] ** [redacted] of [redacted] received and deposited our Umbrella Warranty refund check I presume she went ahead and refunded the customer the full $561.57.I have not received any correspondence since.If you have any other questions, please email me

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

First communication was on 11/24/2015 via telephone.  We worked with the repair shop at the time, [redacted] at [redacted]  We went back and forth several times on this diagnostic situation, estimates, and suspected component failures.  There were 3.  Two...

components were not covered on the customers Gold plan and we denied them.  We stated that their plan would cover the 3rd component out of the three.  We notified the customer and shop via telephone.  Several days later, via telephone, customer contacted the issuing car dealer and they could not recall back over 1 year ago what was stated.  We then referred customer to their signed contract which then took the telephone discussions into email form. Email discussions to the issuing car dealer started on 11/30/15 (we were closed for the holiday on 11/26 and 11/27), continued on 12/2 and 12/3, 12/4, 12/7, 12/8 & 12/15 First email to customer (Communication was with both contract holder [redacted] and his relative [redacted])  from the telephone conversations was on 12/4/15 when customer disputed coverage on their signed and confirmed coverage contract via telephone a few days before.  When we have a situation that involves disputes, we require them in writing (letter, fax, or email) for documentation of the situation and its progress. The customer stated they believed to have a “Platinum plan” which they allegedly state they were told it covered all of their needed repairs.  I referred them back to their signed contract from 8/21/2014 which indicates a Gold plan.  The customers response was that the issuing car dealer confirmed to them verbally that more or less everything was covered.   After being dissatisfied, the customer requested a full refund.  I advised them that their contract states it is prorated. On Thursday, 12/9/15 I provided a prorated refund quotation to the customer and the issuing car dealer via email in the amount of $561.57 which is shared by Umbrella Warranty and the issuing car dealer [redacted] On Friday, 12/10/15 the customer disputed the prorated refund quotation calculation.  I then gave a breakdown of the prorated calculations based on time from the contract start date to the contract end date, less credit card processing fees and administrative/cancellation fees.    I also told the customer via email that Umbrella warranty sends a partial check to the issuing car dealer and then the car dealer issues the customer the prorated refund. Late on 12/15/15, Umbrella Warranty processed a refund check and on 12/16/15 [redacted] it to [redacted].  [redacted] of [redacted]  received and deposited our Umbrella Warranty refund check.   I presume she went ahead and refunded the customer the full $561.57.I have not received any correspondence since.If you have any other questions, please email me.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]