In response to complaint ID [redacted] : Mr [redacted] purchased our Service Contract on May 30, The term of the Service Contract is years/48,miles (whichever occurs first)During the time Mr [redacted] has had our Service Contract, we have authorized claims totaling $8, Regarding Mr [redacted] ’s complaint regarding his most recent repair to his heater core: On March 13, 2015, one of our Claims Adjusters spoke to [redacted] and received an estimate of hours for labor to replace the heater coreOur Claims Adjuster called the vehicle manufacturer to determine the number of hours necessary to complete the repairThe manufacturer stated that hours would be necessary to complete the repairAs a matter of goodwill, we increased the amount of labor we authorized from hours to hoursWhen we spoke to [redacted] later that day, they informed us that they would charge the customer the difference (hours of labor) On March 17, Mr [redacted] called in to request additional labor time be authorized because [redacted] took longer to complete the repairOur Claims Adjuster called several other local repair facilities to verify time to complete such a repairThe consensus was between – hours On March 18, 2015, Mr [redacted] spoke with our Claims ManagerMr [redacted] stated that [redacted] took hours to do the repair and that they needed to move his custom installed alarm system and GPS Device in the processOur Claims Manager stated that we authorized all that we could as the research done supported authorizing hours and we had authorized hours above that In order to support our decision on the amount of labor to authorize, I submit the following: On Page of the Service Contract under Exclusions: “We do not cover any part, event, condition or failure caused by, related to, or resulting in or from: c) diagnostic, access or research time.” On Page of the Service Contract under Limits of Liability, #b: “The maximum We will pay for: b) labor at a reasonable geographic hourly rate; c) is the number of hours to complete Your repair listed in a nationally recognized repair manual; “ I am sorry that Mr [redacted] is unhappy with his repairI do believe that we were more than fair in evaluating the labor time it took to repair the vehicle If you have any other questions or need further clarification, please feel welcome to contact me [redacted] President United States Warranty Corporation
United States Warranty Corporation and Mr [redacted] agreed upon a settlement His claim was authorized and paid for and his policy was cancelled, per his request He was issued a refund check for the cancellation of his service contract
June 26, 2017 [redacted] Cleveland Revdex.com 2800 Euclid Ave., 4th Fl. Cleveland, OH 44115-2408 Re: Revdex.com ID# [redacted] Dear Ms. [redacted]: In response to Mr. [redacted]’s complaint, we submit the following: ...
To provide a better overall understanding, the Service Contract plan that was purchased through [redacted] and Trucks in Mesa, Arizona was the Eagle Plan. This Plan is parts-listed, parts covered. What this means is per the terms of this Service Contract, we can apply coverage only on the parts that are specifically listed on pages 2 - 5 of the Service Contract, component numbers 1 – 23 and options 29 – 30. Further, while our Eagle Motorize protection plan “offers comprehensive coverage” on both the chassis and coach of the recreational vehicle, it does not list every part that may fail. In accordance with the Limits of Liability section on Page 14, item number 4: “The boy type Component Headings and subheadings (i.e., BRAKE COMPONENTS…Anti-Lock Brakes) do not provide coverage for the entire component. Only specific Parts listed are covered. Any part not listed is not covered.” Please see the highlighted sections of the attached for Mr. [redacted]’s coverage, and note the list of parts listed under # 11 SUSPENSION and #12 TAG AXLE COMPONENTS. Please note that MorRyde springs and bushings are not listed in either of these sections. Please feel free to contact me should either you or Mr. [redacted] have any further questions. Sincerely, Alexis R[redacted] United States Warranty Corporation
Mr. [redacted] purchased our Service Contract on May 30, 2012. The term of the Service Contract is 4 years/48,000 miles (whichever occurs first). During the time Mr. [redacted] has had our Service Contract, we have authorized 6 claims totaling $8,491.78....
Regarding Mr. [redacted]’s complaint regarding his most recent repair to his heater core:
On March 13, 2015, one of our Claims Adjusters spoke to [redacted] and received an estimate of 10 hours for labor to replace the heater core. Our Claims Adjuster called the vehicle manufacturer to determine the number of hours necessary to complete the repair. The manufacturer stated that 6.5 hours would be necessary to complete the repair. As a matter of goodwill, we increased the amount of labor we authorized from 6 hours to 8.5 hours. When we spoke to [redacted] later that day, they informed us that they would charge the customer the difference (1.5 hours of labor).
On March 17, 2015 Mr. [redacted] called in to request additional labor time be authorized because [redacted] took longer to complete the repair. Our Claims Adjuster called several other local repair facilities to verify time to complete such a repair. The consensus was between 5 – 6 hours.
On March 18, 2015, Mr. [redacted] spoke with our Claims Manager. Mr. [redacted] stated that [redacted] took 16 hours to do the repair and that they needed to move his custom installed alarm system and GPS Device in the process. Our Claims Manager stated that we authorized all that we could as the research done supported authorizing 6 hours and we had authorized 2.5 hours above that.
In order to support our decision on the amount of labor to authorize, I submit the following:
On Page 17 of the Service Contract under Exclusions:
“We do not cover any part, event, condition or failure caused by, related to, or resulting in or from: … c) … diagnostic, access or research time.”
On Page 19 of the Service Contract under Limits of Liability, #1 b:
“1. The maximum We will pay for:… b) labor at a reasonable geographic hourly rate; c) is the number of hours to complete Your repair listed in a nationally recognized repair manual;… “
I am sorry that Mr. [redacted] is unhappy with his repair. I do believe that we were more than fair in evaluating the labor time it took to repair the vehicle.
If you have any other questions or need further clarification, please feel welcome to contact me.
In an effort to resolve this complaint equitably, we investigated the root cause of the issue. We will be refunding the customer the additional $1,163.80 this week. In our investigation of this matter we realized a process, out of our control, was not followed and a portion of the refund was...
missed. We are actively reviewing our protocols. Nancy and Larry are long time clients and are correct, they should be getting more back. Customer Service is our number one priority. Contract cancellations from our customers are few and far between and a longer than normal response time was experienced as well, which is very regrettable. An executive staff member reached out to the contract holder on 6/20. We are cutting a check on 6/22 that will reflect the remainder of the unused portion of the contract indicated above and we apologized for lack of communication. She was agreeable.
United States Warranty Corporation and Mr. [redacted] agreed upon a settlement. His claim was authorized and paid for and his policy was cancelled, per his request. He was issued a refund check for the cancellation of his service contract.
In response to complaint ID [redacted] : Mr [redacted] purchased our Service Contract on May 30, The term of the Service Contract is years/48,miles (whichever occurs first)During the time Mr [redacted] has had our Service Contract, we have authorized claims totaling $8, Regarding Mr [redacted] ’s complaint regarding his most recent repair to his heater core: On March 13, 2015, one of our Claims Adjusters spoke to [redacted] and received an estimate of hours for labor to replace the heater coreOur Claims Adjuster called the vehicle manufacturer to determine the number of hours necessary to complete the repairThe manufacturer stated that hours would be necessary to complete the repairAs a matter of goodwill, we increased the amount of labor we authorized from hours to hoursWhen we spoke to [redacted] later that day, they informed us that they would charge the customer the difference (hours of labor) On March 17, Mr [redacted] called in to request additional labor time be authorized because [redacted] took longer to complete the repairOur Claims Adjuster called several other local repair facilities to verify time to complete such a repairThe consensus was between – hours On March 18, 2015, Mr [redacted] spoke with our Claims ManagerMr [redacted] stated that [redacted] took hours to do the repair and that they needed to move his custom installed alarm system and GPS Device in the processOur Claims Manager stated that we authorized all that we could as the research done supported authorizing hours and we had authorized hours above that In order to support our decision on the amount of labor to authorize, I submit the following: On Page of the Service Contract under Exclusions: “We do not cover any part, event, condition or failure caused by, related to, or resulting in or from: c) diagnostic, access or research time.” On Page of the Service Contract under Limits of Liability, #b: “The maximum We will pay for: b) labor at a reasonable geographic hourly rate; c) is the number of hours to complete Your repair listed in a nationally recognized repair manual; “ I am sorry that Mr [redacted] is unhappy with his repairI do believe that we were more than fair in evaluating the labor time it took to repair the vehicle If you have any other questions or need further clarification, please feel welcome to contact me [redacted] President United States Warranty Corporation
United States Warranty Corporation and Mr [redacted] agreed upon a settlement His claim was authorized and paid for and his policy was cancelled, per his request He was issued a refund check for the cancellation of his service contract
June 26, 2017 [redacted] Cleveland Revdex.com 2800 Euclid Ave., 4th Fl. Cleveland, OH 44115-2408 Re: Revdex.com ID# [redacted] Dear Ms. [redacted]: In response to Mr. [redacted]’s complaint, we submit the following: ...
To provide a better overall understanding, the Service Contract plan that was purchased through [redacted] and Trucks in Mesa, Arizona was the Eagle Plan. This Plan is parts-listed, parts covered. What this means is per the terms of this Service Contract, we can apply coverage only on the parts that are specifically listed on pages 2 - 5 of the Service Contract, component numbers 1 – 23 and options 29 – 30. Further, while our Eagle Motorize protection plan “offers comprehensive coverage” on both the chassis and coach of the recreational vehicle, it does not list every part that may fail. In accordance with the Limits of Liability section on Page 14, item number 4: “The boy type Component Headings and subheadings (i.e., BRAKE COMPONENTS…Anti-Lock Brakes) do not provide coverage for the entire component. Only specific Parts listed are covered. Any part not listed is not covered.” Please see the highlighted sections of the attached for Mr. [redacted]’s coverage, and note the list of parts listed under # 11 SUSPENSION and #12 TAG AXLE COMPONENTS. Please note that MorRyde springs and bushings are not listed in either of these sections. Please feel free to contact me should either you or Mr. [redacted] have any further questions. Sincerely, Alexis R[redacted] United States Warranty Corporation
3:45 pm 06/21/17 called consumer, spoke with Nancy she confirmed that she and the business have come to an agreeable resolution.
In response to complaint ID [redacted]:
Mr. [redacted] purchased our Service Contract on May 30, 2012. The term of the Service Contract is 4 years/48,000 miles (whichever occurs first). During the time Mr. [redacted] has had our Service Contract, we have authorized 6 claims totaling $8,491.78....
Regarding Mr. [redacted]’s complaint regarding his most recent repair to his heater core:
On March 13, 2015, one of our Claims Adjusters spoke to [redacted] and received an estimate of 10 hours for labor to replace the heater core. Our Claims Adjuster called the vehicle manufacturer to determine the number of hours necessary to complete the repair. The manufacturer stated that 6.5 hours would be necessary to complete the repair. As a matter of goodwill, we increased the amount of labor we authorized from 6 hours to 8.5 hours. When we spoke to [redacted] later that day, they informed us that they would charge the customer the difference (1.5 hours of labor).
On March 17, 2015 Mr. [redacted] called in to request additional labor time be authorized because [redacted] took longer to complete the repair. Our Claims Adjuster called several other local repair facilities to verify time to complete such a repair. The consensus was between 5 – 6 hours.
On March 18, 2015, Mr. [redacted] spoke with our Claims Manager. Mr. [redacted] stated that [redacted] took 16 hours to do the repair and that they needed to move his custom installed alarm system and GPS Device in the process. Our Claims Manager stated that we authorized all that we could as the research done supported authorizing 6 hours and we had authorized 2.5 hours above that.
In order to support our decision on the amount of labor to authorize, I submit the following:
On Page 17 of the Service Contract under Exclusions:
“We do not cover any part, event, condition or failure caused by, related to, or resulting in or from: … c) … diagnostic, access or research time.”
On Page 19 of the Service Contract under Limits of Liability, #1 b:
“1. The maximum We will pay for:… b) labor at a reasonable geographic hourly rate; c) is the number of hours to complete Your repair listed in a nationally recognized repair manual;… “
I am sorry that Mr. [redacted] is unhappy with his repair. I do believe that we were more than fair in evaluating the labor time it took to repair the vehicle.
If you have any other questions or need further clarification, please feel welcome to contact me.
[redacted]
President
United States Warranty Corporation
In an effort to resolve this complaint equitably, we investigated the root cause of the issue. We will be refunding the customer the additional $1,163.80 this week. In our investigation of this matter we realized a process, out of our control, was not followed and a portion of the refund was...
missed. We are actively reviewing our protocols. Nancy and Larry are long time clients and are correct, they should be getting more back. Customer Service is our number one priority. Contract cancellations from our customers are few and far between and a longer than normal response time was experienced as well, which is very regrettable. An executive staff member reached out to the contract holder on 6/20. We are cutting a check on 6/22 that will reflect the remainder of the unused portion of the contract indicated above and we apologized for lack of communication. She was agreeable.
United States Warranty Corporation and Mr. [redacted] agreed upon a settlement. His claim was authorized and paid for and his policy was cancelled, per his request. He was issued a refund check for the cancellation of his service contract.