Universal Administrators

We are sorry that Mrs [redacted] in not satisfied Our coverage for our Club Program begins the day that they payment is made by the customer There is a day waiting period for the coverage before a claim can be requested and pre-existing issues are not covered This does not, however, extend thedate of coverage If she was told something else then we are not responsible for the outside sales agent which is Sentinel or AFC and that is hwhere her complaint should be directed We received the claim information and submitted it to Sentinel as she may have purchased another year and we would not want her potentially not get her claim paid if that was the case We were no longer dealing with Sentinel at that time but erred on the side of the customer to send just in case

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below: I feel MR [redacted] is inaccurate with his accounts of my numerous phone calls and emails sent regarding my dryerMr [redacted] is also inaccurate with his account of Universal sending out a techincian to take a look at my dryer Universal did not send anyone to my home We were told by [redacted] from Universal Administrators that there was no service provders by Universal available to come and take a look at our dryer and therefore we were instructed to contact a local technican [redacted] assured us that since Universal did not have a technician available that any service fee incurred by a local contractor would be reimbursed to us by Universal Therefore we contacted [redacted] Appliance Service and the technician who came to our home actually called Universal while at our home and again spoke with [redacted] regading the diagnosis of our dryer [redacted] advised the technician that they would write up the claim and give us a call back as to what our reimbursement would be for the parts I then also spoke with [redacted] before the technician hung up and was assured that we would hear something the following day Several days later, with no return phone call, I again called Universal and was told told that our dryer now was NOT covered but that they would reimburse us for the service call if I could email the invoice to Universal The Invoice was emailed to Universal per their request and I have record of the sent emails and phone calls as wellTo date we have not been reimbursed by Universal for the Service Call Fee I am asking that Universal stand by what we were told by their representative [redacted] on numberous phone conversations and reimburse us for the that we incurred due to Universal not being able to send a technician to address our dryer(Had Universal actually sent someone out, we would have had no service call fee as per our policy) Again, we would have not contacted a local technician had we not been instructed by [redacted] from Universal to do so See attached invoice Regards, [redacted] ***

I had previously filed a complaint case number [redacted] regarding the reimbursement of a service call fee that Universal Administrators was to pay us in the amount of Under this complaint Universal Administrators agreed to send us a check for the back in Jan\Feb as settlement for this disputeTo this date we still have not received the that we are entitled to Translate Desired Resolution / Outcome Desired Resolution: Other (requires explanation) select Desired Outcome: We would like Universal Administrators to stand by their word in the previous dispute under case number [redacted] and to provide us with the reimbursement check of

Dear Sirs:RE: ID [redacted] In response to the BBB Complaint by Mrs. [redacted] B [redacted] . The Customer was instructed that per her terms and conditions that maintenance is a requirement. When she was unable to produce the records we offered her a refund and told her that as soon as we received a notice... which she gave us that we would make a full refund less any enrollment fee. Her refund was initiated on 3/31/2016 before she filed the BBB complaint. The customer has been given the proper handling for her claim by the terms and conditions and we even refunded the customer per her request before the complaint was filed and this complaint should be removed as a negative to UA as the customer is being malicious. Please let me know if we can assist any further.Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowI have never received any response from the business other than what I am receiveing through Revdex.comI have contacted them numerous times and every time, they told me that it has been approved and waiting for checkThey are being dishonest in stating that they have contacted me and told me that this is not coveredI hope no one in their right mind will do business with this companyI am going to submit the claim against their reseller , Sentinel in Atlanta and also with insurance commisioner in KentuckyRegards, [redacted]  %

We have issued a check for the microwave replacement of $that matches the receipt The rest of the claim was addressed and is not covered

In response to [redacted] *** A check number was issued for her Microwave I will check to see if the check was cleared by the bank and if not then we will happily re issue a check **s [redacted] called in for her ***ing and ***ing system It was explained to her at the time of the call that we needed to get a copy of the most recent maintenance report as it is required under the terms and conditions She sent over a ticket that showed that there were other measures that were required to totally repair her unit and that they were declined It was at that time that I personally explained to **s [redacted] that I could not authorize or cover any repairs without information of maintenance that pre dated her contract.She is also wanting her contract amount refunded which can not occur and claims be paidWe will review a second time the HVAC repair and reissue the microwave

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] I just called the company ( [redacted] Refrigeration, ***ing & ***ing) who serviced my furnacedid a complete tuon 10/21/ I asked them what "Customer declined other measures" meant They said it was because I declined a shower head & aerator, and had nothing to do with the furnace but with energy saving for the hot water tank (Their service was provided on behalf of DTE energy.) They reiterated that the furnace unit was operating properly on 10/21/ You can contact [redacted] at ###-###-####The invoice nnmber was #***.I still have not received a check for the microwave either I do expect a check for both my microwave & my furnace repair.Thank you! Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowI am shocked to see the response from the businessI was never told by anyone from Claim department at any time that this claim is not coveredAll along they have told me consistently that claim is approved and waiting for a check to be issues by CEO [redacted] *I have contacted Sentinel Warranty as well and they have told me that they are the selling agents for Universal AdministratorsAll claims are handled by Universal AdministratorsIf this was not covered then why did they send a technician to repair it first in Nov and then based on the repair estimate, decided to offer me $towards replacement of the boiler I have submitted all the necessary claim documents in Apr and ever since then, I have been told it's being processedIt's covered as part of the warranty brochure given to me at the time of policy purchaseHere is the exact coverage from the policy document: BASIC PROTECTION INCLUDES : [Central Air Conditioning System] [Central Home Heating System] [Water Heater] [Electrical- Excluding switches/Receptacles/Fixtures HOW YOU GET SERVICE: To file a claim call the Administrator toll free at ###-###-#### during working hours Monday - Friday, 9:00AM ET - 8:00PM ETEmergency service is available hours a day for Central Home Heating and Air Conditioning Systems, if those products are named in Section II of this HOME CARE PLANService is considered an emergency when the Central Home Heating or Air Conditioning System malfunctions during a period of cold weather or when the temperature exceeds degrees FahrenheitWe will not pay for any services performed without prior authorizationNotice of any mechanical or electrical breakdown must be given to us immediately upon discovery and must be during the coverage periodWhen you place a service request, we will notify an INDEPENDENT CONTRACTOR (Service Provider) who will contact you directly to schedule a convenient appointment during business hoursUnder circumstance, our service effort will be initiated within hoursThough out the service effort, we urge you to take reasonable measures to prevent secondary damage (exTurning off water to the home in the case of a major pipe leak) To ensure you receive reputable and unbiased service, we have built an extensive network of SERVICE PROVIDERS who provide service to our Club Members at fair and reasonable ratesOur network, however, is not all inclusive trade, in every town, across the nationFor that reason, we may authorize you to contact an Independent Out of Network Contractor directly to obtain Service It appears they are playing games by tossing this over to Sentinel and Sentinel says Universal Administrators is responsiblebut claim was submitted to Universal Administrator with Work order # [redacted] ( Cr [redacted] ) the number I called was ###-###-#### which is Universal Administrators Please let me know whom I need to talk to get this resolved [redacted] Regards, [redacted] %

Business Response to a Complaint
Complaint ID#:
***
Company Name:
Universal Administrators
Company Contact:
*** * ***
Company Phone:
***
Company Email:
***
Person Who Sent the
Complaint:
*** ***
Staff Member:
*** ***
Response:
The customer submitted a claim for his BoilerThe customer was advised that Boilers are not covered and only Forced Air heating and cooling is covered by supply of gas or electricThis is clearly listed on the first page of the agreementThe customer claims that he was told that it would be covered by the selling company SentinelThe customer should file a complaint with the Atlanta Revdex.com office as the selling agent does not appear to want to do the proper thing and refund the customerThis is actually not a Louisville Revdex.com complaint
Sent on: 11/14/8:13:AM%

We are issuing a check for the microwave as of 2/per the terms and conditions

**s*** received a written denial letter concerning her HVAC and the approval was given for the microwave. I do not see that there is a coverage or claim for the HVAC under her terms and conditions and it has been explained to her in attempt to keep in line with the fair claims settlement protocol. I do not believe that she is satisfied with the answer but unfortunately there is little else we can do. She was never given a run around as this has been explained to her numerous times. She has continued to call in an attempt to change an outcome that can not be changed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]I accept the check for the microwave if it is in the amount I am owed, and leaves the furnace part of the complaint open. I am still waiting on my complaint about the furnace. I am owed money for my furnace repairs. The rejection of paying for the furnace because of my not having it serviced is totally inaccurate. It was serviced in October 2017, and the company servicing it said it was in fine working conditions after checking many parts of the furnace. They did say I refused to accept everything, because the everything had to do with my saving energy for my hot water tank. It had nothing to do with my furnace nor even the condition of my hot water tank, but about saving energy. A few years ago, a representative from DTE came to my home to check ways of saving energy. They wrapped the pipes, put in a new shower head and I believe aerator. Thus I saw no purpose to accepting this added service by the company who serviced my furnace as a representative of DTE
Regards,
*** ***

We will agree to pay the $to Mrs*** and issue payment on 1/23/

Business Response to a Complaint
Complaint ID#:
***
Company Name:
Universal Administrators
Company Contact:
*** * ***
Company Phone:
***
Company Email:
***
Person Who Sent the Complaint:
***
***
Staff Member:
*** ***
Response:
In reviewing the claims history of Mrs*** an the recordeed phone call logs, we have found only calls for serviceThe first call occurred on 7/25/where Mrs*** called in because she was having a sewage back up into her houseThis was due to an external piping issue and she was told that we only cover the pipe in the house and that it would not be coveredShe also then called on 8/1/that she had a dryer issue, We sent out a service provider who informed us that it was due to a bulk head mount which is part of the frame and housing of the dryerWe informed her that we only cover mechanical or electrical issues and that although we covered the contract we do not cover this particular issueIf she contacted *** about her "furnace" issue she did not contact usWe would have required proof of maintenance but contractors are unable to run Furnac calls in July as they can not get the unit to function based on temperature being summer and pronbably + degrees
Sent on: 12/28/11:58:AM

The coverage was with Stanley insurance, who informed me that they do not work with Universal Administrators anymore due to the fact they were not paying claims
They are saying my claim was with Sentinel, which it is notThey advised me that I was covered when I spoke to them by phoneEvery time I spoke to them thereafter, I was advised that the check was on the desk of Jack *** awaiting his signature
I called Mr ***'s office directly and left numerous messages and e-mails as to the status of my payment
The first time I have ever had a response at all from Mr *** is after I filed through the Revdex.com
Now he is denying my coverage of this claim
Kind Regards, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I am not satisfied with this responseThe warranty was purchased in July, 2012, there was a one month activation period and the warranty was supposed to cover to the end of AugustI have e-mails that my paperwork was sent and recieved and even was told that the check was on the president's desk waiting for signatureWhen I contacted Stanley Warranty directly, they said they were no longer doing business with Universal Administrators due to non-payment of claims to customers

Business Response to a Complaint
Complaint ID#:
***
Company Name:
Universal Administrators
Company Contact:
*** ***
Company Phone:
###-###-####
Company Email:
***
Person Who Sent the
Complaint:
*** ***
Staff Member:
Unknown
Response:
The customer *** *** had a repair to his HVAC unit in 7/We also subsequently paid for a dryer repair under his contractWhen he contacted us in 5/for an HVAC problem we explained that the contract only covers one unit per household and that he has two and the second unit would not be something we could coverHe promptly hung up on usIf he was seeking a refund he can have that from *** who sold him the contractThe amount he receives will be less the claim paid on his dryer of $We had not heard from Mr*** since 7/3/Sent on: 3/16/12:38:PM%

I recently received an email stating that my claim has been closed due to lack of response from me, however I had sent an email on 4/18 stating that the issue has not been resolved. My complaint is with a home warranty company, they refused to fix my heater because I had just purchased my home and did not have seasonal maintenance records to provide them. They then asked me to provide the home inspection report from when I purchased the home, no where in any information they provided was I told I would have to provide this. After many unreturned phone calls and getting the run around I decided I just wanted a refund. I paid $445 (12 months) in advance for the warranty but proceeded to get led on a wild goose chase for months so I told them I wanted a full refund instead of the proration the were offering. After filing my complaint with you they refunded $300 and said it was "minus the enrollment fee". I did not remember paying an enrollment fee so I called the company, acting like a new customer, and their sales department told me that there was no enrollment fee, just $50 per month (they give a discount if you pay 12 months upfront). I also inquired about having to furnish maintenance reports or home inspection and the salesman assured me that this was not that case and they would send a technician out the next day.... Also, in my file with the Revdex.com it shows a letter from the company stating that my claim was malicious and should be removed from their record as they had refunded my money before I even filed the claim. This is incorrect, I have bank records showing the money deposited in my account on 4/11, I filed the complaint on 4/4, which was weeks after I had already contacted them and asked for a refund. Please feel free to contact me if you have any further questions.Thanks,[redacted]###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
I want to know why the furnace repair bill does not qualify?  The furnace was serviced by [redacted] (as indicated in previous correspondences).  [redacted] certified the furnace was in fine working condition after listing all the things they had checked.  [redacted] said I didn't accept any further assistance, which referred to a shower head & areator.  These 2 things had nothing to do with the furnace but for saving gas for my hot water [redacted]er.  I still expect my $400 to be refunded from [redacted] out of Louisville, KY,  that I paid in August for the warranty services for my furnace, appliances, pipes, plumbing, etc, or I want the $385 owed me for the replacement of my microwave & the repair of my furnace.  I have been jerked around since October 2017 by [redacted].  They refuse to reply to the many, many, many phone messages I have left. 
Regards,
[redacted]