Universal Administrators

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 would like to know exactly which part of my contract [redacted] claims has not been satisfied for furnace repair reinbursement?  The head of [redacted] even called and talked to the owner **. [redacted] & [redacted], (the company that did my furnace repairs) prior to **. [redacted] & [redacted] doing the repair on 11/30/2017.  My furnace had been completely checked by [redacted] Refrigeration, [redacted]ing, & [redacted]ing through the DTE energy program on 10/21/2017. Here is what they wrote:"[redacted] exchanger okay, cleaned burners, limit [redacted]ties okay, vent pipe okay, filters okay, gas valve okay, cleanned pilot orifice and flame rod, fan switch okay, thermostat operating properly, anticipator setting okay, electrical wire connections okay, amp draw on blower motor okay, blower bearing okay, cleaned vesibule, checked for gas leaks and found none. Replaced flame sensor.Customer declined other measures.Unit operating properly at this time."I called [redacted] to see what they meant by "declined other measures".  They said the other measures had nothing to do with the furnace but with conseerving energy for the hot water tank.  Something about an aereator and a shower head. Therefore, I fail to understand what part of my contract was not fullfilled.I maintain [redacted] owes me for both the new microwave & the furnace repair.  Both are separate issues.  I don't understand why I have still not been paid for the microwave over 5 months after I first submitted the claim.  Do you?I don't understand why this company only returned one of the many, many, many calls I made to their company.  Yes, I consider this jerking me around.  No I would never recommend this company to anyone... not even a sucker (like the one I feel I have been).  This company should be under review for tricking and c[redacted]ing the elderly... I am sure I am just one of many over 65 they have preyeded on.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

The consumer originally purchased a warranty through Stanley Warranty on 7/25/2012 for one year.  The policy expired on modnight of 7/24/2013.  The customer called us with a problem with her garage door on 8/30/2013 which was 35 days after the policy had expired.  If the customer...

purchased an extension it would have been direct through Stanley Warranty and not Universal.Please advise us if we can be of any further assistance

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 81.00. Under this complaint Universal Administrators agreed to send us a check for the 81.00 back in Jan\Feb 2015 as settlement for this dispute. To this date we still have not received the 81.00 that we are entitled to.
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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 81.00.

Dear Sirs:RE: ID [redacted]In response to the Revdex.com 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 Revdex.com 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 below.
I am shocked to see the response from the business. I was never told by anyone from Claim department at any time that this claim is not covered. All 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 Administrators. All claims are handled by Universal Administrators. If this was not covered then why did they send a technician to repair it first in Nov 2013 and then based on the repair estimate, decided to offer me $1500 towards replacement of the boiler.  I have submitted all the necessary claim documents in Apr 2014 and ever since then, I have been told it's being processed. It's covered as part of the warranty brochure given to me at the time of policy purchase.
Here 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 normal working hours Monday - Friday, 9:00AM ET - 8:00PM ET. Emergency service is available 24 hours a day for Central Home Heating and Air Conditioning Systems, if those products are named in Section II of this HOME CARE PLAN. Service 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 95 degrees Fahrenheit. We will not pay for any services performed without prior authorization. Notice of any mechanical or electrical breakdown must be given to us immediately upon discovery and must be during the coverage period. When you place a service request, we will notify an INDEPENDENT CONTRACTOR (Service Provider) who will contact you directly to schedule a convenient appointment during normal business hours. Under normal circumstance, our service effort will be initiated within 48 hours. Though out the service effort, we urge you to take reasonable measures to prevent secondary damage (ex. Turning 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 rates. Our network, however, is not all inclusive trade, in every town, across the nation. For 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 responsible. but 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]
 
 
 
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In regards to Mrs. [redacted]. We have been in touch Mrs. [redacted] and informed her that we did not cover rentals and that her policy should have been refunded to her by [redacted]. The claim should also should be paid by [redacted] as they were the ones offering her a rental coverage and we have never sold...

a rental coverage since our inception in 1984.Please let me know if I can be of any further assistance.Sincerely,[redacted]

In response to [redacted].  A check number 2046 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 [redacted]ing and [redacted]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 paid. We 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:
I feel MR. [redacted] is inaccurate with his accounts of my numerous phone calls and emails sent regarding my dryer. Mr. [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 81.00 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 well. To 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 81.00 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]

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Universal Administrators
Company Contact:
[redacted]
Company Phone:
[redacted]6
Company Email:
[redacted]
Person Who Sent the Complaint:
Revdex.com
Staff Member:
Response:
It was unknown to us that Mrs. [redacted] did not receive the check back in January. We have reissue under check number 1468 and postmark should be today
Sent on: 9/25/2015 12:28:43 PM

We have issued a check for the microwave replacement of $170.00 that matches the receipt.  The rest of the claim was addressed and is not covered.

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 30 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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY] I just called the company ([redacted] Refrigeration, [redacted]ing & [redacted]ing) who serviced my furnace... did a complete tune-up on 10/21/2017.  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 10/21/2017.  You can contact [redacted] at ###-###-####. The invoice nnmber was  #[redacted].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 below.
I have never received any response from the business other than what I am receiveing through Revdex.com. I have contacted them numerous times and every time, they told me that it has been approved and waiting for check. They are being dishonest in stating that they have contacted me and told me that this is not covered. I hope no one in their right mind will do business with this company. I am going to submit the claim against their reseller , Sentinel in Atlanta and also with insurance commisioner in Kentucky.
Regards,
[redacted]
 
 
 
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[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]