February 24, Revdex.com of San DiegoViewridge Ave, Suite 200San Diego, CA 92123RE: ID #: [redacted] Dear [redacted] : This is in response to the letter we received from you on February 23, regarding ***on ID # [redacted] After reviewing the Revdex.com complaint for customer [redacted] , I must point out that [redacted] has never contacted our company (UVMasterguard)We received a sales receipt from ***’s Furniture with her name listed as the buyer, so two voicemails were left for Mrs [redacted] on her phone to contact us regarding the sales receipt we had receivedMrs [redacted] as of today has never returned our callsI have never spoken with [redacted] , so this Revdex.com complaint was not written by her? You must question the motives of this individual who portrays someone who they are notWhy would someone do this, and for what causeA complaint to the Revdex.com was submitted under the name of [redacted] , who has never contacted our company It is difficult to address a formal complaint that is misleading and not truthful, so I will start by reviewing the warranty coverageThe fabric warranty purchased is the Masterguard Year Limited Stain Protection Warranty PlanThis is a limited stain warranty that covers stains from food or beverages and all human bodily fluids (blood, urine, vomit)Now this individual who wrote this complaint states that they never received a copy of the warrantyAll warranties that ***’s Furniture sells on our behalf print out with the sales receipt, and are provided to the customer at the time of purchase, so if she did not receive a copy of the warranty why did she not ask her sale representative for a copy of the coverage UVMasterguard received a call from an individual by the name of [redacted] who stated he is [redacted] ’s husband, so I discussed the issue of the furniture with himMr [redacted] reported an ink stain on his fabric ottomanI then reviewed the warranty coverage with Mr [redacted] , so he would have a better understanding of the coverageMr [redacted] at that moment changed his mind and now states he does not know the origin of the stain and became argumentativeI pointed out that the consumer must know the origin of the stain, because the warranty states that it does not cover unknown stainsMr [redacted] continued to argue and refused to listen to any explanationMr [redacted] demanded service and threatened to file a Revdex.com complaint against our companyAt that time I provide Mr [redacted] our company’s address and general manager’s contact information as he requested, and that is how our conversation ended I do know a gentleman contacted the President of the company shortly after our conversation to complain to him as wellThe President out of good faith had agreed to have a service set up for clarification (knowing ink and unknown stains are listed in the exclusion of the fabric limited warranty) To address this complaint that this individual states the representative was rude and that no one should be treated this wayI must agree with that statement, no one should be treated in a rude manner, and no one was! I feel Mr [redacted] states he was treated rudely because he was requesting something he wasn’t entitled to and wanted service regardless if they were entitled to it or notSo in order to file a complaint with the Revdex.com they had to come up with something negative in order for it to be published and not look like they had any responsibility of following the guidelines of the limited warranty they purchasedWhen reviewing this Revdex.com claim we do not know who wrote this complaint as we have never spoken with [redacted] , nor has [redacted] returned any of our calls If you have any further questions please feel free to contact me at 800-922-Respectfully, [redacted] Enclosures:Copy of warranty agreementCustomer’s sale receipt
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]
Dear [redacted] :This is in response to the letter we received from you on April 21, regarding [redacted] B [redacted] ID H [redacted] .I received a call back on March 8", from [redacted] wanting to submit a warranty claimI advised [redacted] I would need a copy of the original sales receipt in order to process a claim, because this was her first time submitting a warranty claim with UVMasterguardI then offered her fax, mail or email to send in her informationI also advised client if she wanted to send photos at the same time she can because photos are required with all warranty claimI then provided customer with ***Cauvmasterguard.com email addressI also advised client that once I receive her information I will email confirming I received photos and information and then connect with her to go over the warranty claimThere were no other forms or paperwork that was requested per [redacted] 's first sentenceAgain in order to process her claim I just need a copy of the original sales receipt and photosI received a call before I received [redacted] 's email and I had advised [redacted] that I haven’t received her information as of yet but I will email her confirming I received it and then connect with her as well [redacted] was upset and was questioning UVsystem and kept yelling we have as system and I should have it by now and I've read reviews regarding UVDuring the call I went ahead and took all information regarding her claim until I receive email [redacted] was submitting a claim on Sofa both seat cushions had a urine stain from her daughter which occurred on Monday, March 6", After receiving the warranty claim from [redacted] I then checked my Outlook and her email wasn't there as of yetI did let the customer know it wasn't in my Outlook as of yet [redacted] became more upset yelling and stating What the [redacted] stating “she will then send emails to make sure that I get her information'I then advised client that was fineAs soon as I received all of [redacted] ’s emails I had replied back to all messages confirming I had received her information and photos and that I will connect with herKeep in mind all of this happened on the same day March 8", [redacted] also called back again yelling stating that she just scheduled her service with US Quality Furniture Services and that she is scheduled for March 28th, I then advised client if that’s their earliest appointment then that would be your scheduled date, because I have no control of their scheduling [redacted] continue to yell and stated “if the smell is still there that means the f [redacted] stain isn't gone” [redacted] then went on to ask if the stain doesn’t come out then whatI then asked if she was familiar or has read the warranty [redacted] stated noI then went over when a technician isn't able to remove a stain then we send the technician out for a 2" attempt to try to remove stainI then advised client if the 2" attempt isn't successful I then advised client UVat its option will replace part and if part (s) isn't available UVwill replace the item and if the item isn't available we then provide a reselection credit [redacted] then stated “well this would need to be replaced, because if the smell is still there the stain isn't gone'I then advised client if there is an odor issue please keep in mind odors arent mentioned nor covered under the warranty as its written [redacted] stated there is a stainI then advised client that she should be good to go then if there is a visible stain[redacted] then contacted UVMasterguard on April 7", and left me a voicemail wanting to discuss service from March 28", I then returned [redacted] 's call on April 7", and left a voicemail on ###-###-####I also called ###-###-#### on April 7", and spoke with [redacted] advising client that I received [redacted] 's voicemail regarding the serviceI then informed [redacted] that I haven't received the technician’s report and photos as of yetI then advised [redacted] that the technicians have 7-business days to provide UVwith their reports, photos and invoice [redacted] then returned my call on April 7", I had informed her that I just spoke with her husband ***I then went over my conversation I had with [redacted] with [redacted] [redacted] stated "she wasn't at the service her husband was there and the technician informed her husband not both of them because she wasn't there that the item needed to be replaceI then advised client once the technician's report has been received UVwill review the information and that I will follow up with her [redacted] stated “her husband was texting her at the same time we were talking and providing her the information I had already address with *** [redacted] then pointed out again that the technician told her husband that the sofa will need to be replacedApril 1" [redacted] called in requesting status of claimI then advised client that I haven't received technician's report as of yet and that I have been contacting US Quality Furniture Service since April 7"?trying to get report expedited [redacted] became upset yelling and cussing again and asked who do I report tooI then transferred her call to ***’s voicemail because she was away from her desk at the timeI also provided customer with US Quality Furniture Service's number as well [redacted] stated “she was going to call US Quality Service and the technician' [redacted] then called back and informed me that US Quality Services was closedI then advised client its after 5pm CST which is why they didn't pickupI then advised client again I will follow up with them in the morningApril 12", [redacted] calls in stated “why the f [redacted] was I transferred to you'? Billejo stated she was on the phone with US Quality Furniture service then was placed on hold and then got meI then advised client that I did speak with a supervisor [redacted] who stated she was going to get the technician's report to me by pm PST, and apologized for the delay [redacted] went on to yell regarding her replacement which the technician told her husband about because she wasn’t there during the serviceI then advised client that we needed to keep the call professional or I would need to disconnect the call [redacted] stated this is bis' and this is f [redacted] b [redacted] s and then hung upApril 13", [redacted] from ABC Warehouse called in wanting to know status of the claimI then went over my conversation with [redacted] from April 12", I then advised [redacted] and confirmed that the Technician's Report and Photos were received at 12pm PST yesterday April 12", I then advised rep that its has been submitted to management for review and once that has been completed the client will be contactedI also apologized to [redacted] regarding the delay because this isn't protocol for us to get a report after business days [redacted] stated he understands and stated that was all the information he needed and that he was going to contact the clientI also informed [redacted] that management is aware of [redacted] and has left her a message on her voicemail and has spoke with [redacted] and apologized for the delayOn April 17", [redacted] called in yelling and cussing about her denial letter she received [redacted] asked where does it state in the warranty regarding visible stains as I was trying to answer her question [redacted] stated “I knew you were going to do this s to me, you're a crappy company [redacted] you [redacted] then hung up
I apologize, I thought this was being handled by [redacted] , as I received an email from ***'s corporate office stating they received a Revdex.com noticeI had offered to refund in good faith the amount paid for the sofa warranty**'s was making the offer on our behalf and would let me know if it would be accepted or notI'm still waiting to hear if accepted or not [redacted] has not listed the entire situation in her complaint to the Revdex.comMs [redacted] failed to mention that there is damage that isn't even covered under the limited warranty she purchased Customer service went over the warranty coverage with Mrs***, because she stated that she was not familiar with the warranty coverageIt was explained to Mrs [redacted] that the leather warranty does not cover leather peeling, wear, nor fadingMrs [redacted] disputed this and gave Mr [redacted] the phoneMr [redacted] got on the phone and disputed this damageCustomer service explained to Mr [redacted] that the leather warranty does not cover leather peeling, wear, nor fadingMr [redacted] stated that a drink was spilled on the leather sofa left and middle seat cushionCustomer service replied, Mr [redacted] I don't see any stains in the picturesCustomer service then explained that unfortunately leather peeling, and wear and damages that did not occur from a one-time occurrence are not covered under the warrantyMr [redacted] did not want to listen to any explanationCustomer service offered Mr [redacted] a copy of the warranty coverage and a phone number to a directory assist to research a local technician to address the non covered damages at his own expenseMr [redacted] refused and continued to argueMr [redacted] stated that he is not concerned with the leather peeling and wearing in the stitching areaCustomer service explained to Mr [redacted] that, because he reported the non-covered damage unfortunately we cannot assist him through the warrantyMr [redacted] asked to speak to a supervisorCustomer service explained that he must e-mail our company with his concerns and it will be forwarded to management to address all his concernsMr [redacted] then hung up the phone and ended the callWe never received anything from the ***'s until now
This is in response to the letter we received from you on December 26, regarding [redacted] ID H [redacted] .Mr [redacted] submitted a Revdex.com complaint stating “This company doesn't want to grant the warranty.” “I bought year warranty on 9/22/they are giving me only excuses, all I want is my loveseat to be fixed.”Mr [redacted] 's case that he presented to the Revdex.com have no facts in the complaint, just Mr [redacted] 's blind opinion of our companyMr [redacted] did not readnor follow his warranty agreement.To give you some history on this customer, I must point out that Mrs [redacted] previously called our company on November 01, and reported that her leather loveseat center console was delivered broken and that she had accepted the loveseat with this damageMrs [redacted] did not bother to have this damage corrected when she received the item back in It was explained to Mrs [redacted] that this is not a warranty issue, because the furniture was not received in brand new condition with no damagesAt that point Mrs [redacted] was referred back to the furniture store to have this delivery damage corrected[redacted] called on December 19, to initiate a new warranty claim, he spoke to a different warranty specialist, who forwarded the claim to meMr [redacted] s items for his warranty claim were received; I called him to go over all the detailsMr [redacted] confirmed with me that the center console was still brokenI made him aware that this delivery damage should have been corrected prior to submitting a new claimI told him that is why Mrs [redacted] was referred back to the furniture store when she calledMr [redacted] then reported a seam separation, cracking and peeling of the leather on his new warranty claimI explained to Mr [redacted] that seam separation, delivery damage, cracking and peeling, and accumulated damages are mentioned in the warranty exclusions: therefore, cannot be covered under the warranty agreement as its WrittenMr [redacted] refused to listen to any explanations, and stated that he would file a Revdex.com compliant.To point out to the Revdex.com that accepting damaged furniture from the furniture retailer and not having the damage corrected or fixed would invalidate any claim submitted afterwards for the simple fact that the furniture was not delivery in brand new condition with no damages.When reviewing the customer's claim and following the guidelines of the Worry Free Platinum Year Comprehensive Limited Protection Plan, UVMasterguard feels that Mr [redacted] 's claim does not fall within the guidelines of the warranty coverageMr [redacted] knowingly did not follow through with his responsibilities of the warranty agreement when he did not resolve the issue of the delivery damageTherefore, UVMasterguard must stand behind our original decision and has closed this claim.If you have any further questions please feel free to contact me at ###-###-####
February 24, Revdex.com of San DiegoViewridge Ave, Suite 200San Diego, CA 92123RE: ID #: [redacted] Dear [redacted] : This is in response to the letter we received from you on February 23, regarding ***on ID # [redacted] After reviewing the Revdex.com complaint for customer [redacted] , I must point out that [redacted] has never contacted our company (UVMasterguard)We received a sales receipt from ***’s Furniture with her name listed as the buyer, so two voicemails were left for Mrs [redacted] on her phone to contact us regarding the sales receipt we had receivedMrs [redacted] as of today has never returned our callsI have never spoken with [redacted] , so this Revdex.com complaint was not written by her? You must question the motives of this individual who portrays someone who they are notWhy would someone do this, and for what causeA complaint to the Revdex.com was submitted under the name of [redacted] , who has never contacted our company It is difficult to address a formal complaint that is misleading and not truthful, so I will start by reviewing the warranty coverageThe fabric warranty purchased is the Masterguard Year Limited Stain Protection Warranty PlanThis is a limited stain warranty that covers stains from food or beverages and all human bodily fluids (blood, urine, vomit)Now this individual who wrote this complaint states that they never received a copy of the warrantyAll warranties that ***’s Furniture sells on our behalf print out with the sales receipt, and are provided to the customer at the time of purchase, so if she did not receive a copy of the warranty why did she not ask her sale representative for a copy of the coverage UVMasterguard received a call from an individual by the name of [redacted] who stated he is [redacted] ’s husband, so I discussed the issue of the furniture with himMr [redacted] reported an ink stain on his fabric ottomanI then reviewed the warranty coverage with Mr [redacted] , so he would have a better understanding of the coverageMr [redacted] at that moment changed his mind and now states he does not know the origin of the stain and became argumentativeI pointed out that the consumer must know the origin of the stain, because the warranty states that it does not cover unknown stainsMr [redacted] continued to argue and refused to listen to any explanationMr [redacted] demanded service and threatened to file a Revdex.com complaint against our companyAt that time I provide Mr [redacted] our company’s address and general manager’s contact information as he requested, and that is how our conversation ended I do know a gentleman contacted the President of the company shortly after our conversation to complain to him as wellThe President out of good faith had agreed to have a service set up for clarification (knowing ink and unknown stains are listed in the exclusion of the fabric limited warranty) To address this complaint that this individual states the representative was rude and that no one should be treated this wayI must agree with that statement, no one should be treated in a rude manner, and no one was! I feel Mr [redacted] states he was treated rudely because he was requesting something he wasn’t entitled to and wanted service regardless if they were entitled to it or notSo in order to file a complaint with the Revdex.com they had to come up with something negative in order for it to be published and not look like they had any responsibility of following the guidelines of the limited warranty they purchasedWhen reviewing this Revdex.com claim we do not know who wrote this complaint as we have never spoken with [redacted] , nor has [redacted] returned any of our calls If you have any further questions please feel free to contact me at 800-922-Respectfully, [redacted] Enclosures:Copy of warranty agreementCustomer’s sale receipt
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]
Dear [redacted] :This is in response to the letter we received from you on April 21, regarding [redacted] B [redacted] ID H [redacted] .I received a call back on March 8", from [redacted] wanting to submit a warranty claimI advised [redacted] I would need a copy of the original sales receipt in order to process a claim, because this was her first time submitting a warranty claim with UVMasterguardI then offered her fax, mail or email to send in her informationI also advised client if she wanted to send photos at the same time she can because photos are required with all warranty claimI then provided customer with ***Cauvmasterguard.com email addressI also advised client that once I receive her information I will email confirming I received photos and information and then connect with her to go over the warranty claimThere were no other forms or paperwork that was requested per [redacted] 's first sentenceAgain in order to process her claim I just need a copy of the original sales receipt and photosI received a call before I received [redacted] 's email and I had advised [redacted] that I haven’t received her information as of yet but I will email her confirming I received it and then connect with her as well [redacted] was upset and was questioning UVsystem and kept yelling we have as system and I should have it by now and I've read reviews regarding UVDuring the call I went ahead and took all information regarding her claim until I receive email [redacted] was submitting a claim on Sofa both seat cushions had a urine stain from her daughter which occurred on Monday, March 6", After receiving the warranty claim from [redacted] I then checked my Outlook and her email wasn't there as of yetI did let the customer know it wasn't in my Outlook as of yet [redacted] became more upset yelling and stating What the [redacted] stating “she will then send emails to make sure that I get her information'I then advised client that was fineAs soon as I received all of [redacted] ’s emails I had replied back to all messages confirming I had received her information and photos and that I will connect with herKeep in mind all of this happened on the same day March 8", [redacted] also called back again yelling stating that she just scheduled her service with US Quality Furniture Services and that she is scheduled for March 28th, I then advised client if that’s their earliest appointment then that would be your scheduled date, because I have no control of their scheduling [redacted] continue to yell and stated “if the smell is still there that means the f [redacted] stain isn't gone” [redacted] then went on to ask if the stain doesn’t come out then whatI then asked if she was familiar or has read the warranty [redacted] stated noI then went over when a technician isn't able to remove a stain then we send the technician out for a 2" attempt to try to remove stainI then advised client if the 2" attempt isn't successful I then advised client UVat its option will replace part and if part (s) isn't available UVwill replace the item and if the item isn't available we then provide a reselection credit [redacted] then stated “well this would need to be replaced, because if the smell is still there the stain isn't gone'I then advised client if there is an odor issue please keep in mind odors arent mentioned nor covered under the warranty as its written [redacted] stated there is a stainI then advised client that she should be good to go then if there is a visible stain[redacted] then contacted UVMasterguard on April 7", and left me a voicemail wanting to discuss service from March 28", I then returned [redacted] 's call on April 7", and left a voicemail on ###-###-####I also called ###-###-#### on April 7", and spoke with [redacted] advising client that I received [redacted] 's voicemail regarding the serviceI then informed [redacted] that I haven't received the technician’s report and photos as of yetI then advised [redacted] that the technicians have 7-business days to provide UVwith their reports, photos and invoice [redacted] then returned my call on April 7", I had informed her that I just spoke with her husband ***I then went over my conversation I had with [redacted] with [redacted] [redacted] stated "she wasn't at the service her husband was there and the technician informed her husband not both of them because she wasn't there that the item needed to be replaceI then advised client once the technician's report has been received UVwill review the information and that I will follow up with her [redacted] stated “her husband was texting her at the same time we were talking and providing her the information I had already address with *** [redacted] then pointed out again that the technician told her husband that the sofa will need to be replacedApril 1" [redacted] called in requesting status of claimI then advised client that I haven't received technician's report as of yet and that I have been contacting US Quality Furniture Service since April 7"?trying to get report expedited [redacted] became upset yelling and cussing again and asked who do I report tooI then transferred her call to ***’s voicemail because she was away from her desk at the timeI also provided customer with US Quality Furniture Service's number as well [redacted] stated “she was going to call US Quality Service and the technician' [redacted] then called back and informed me that US Quality Services was closedI then advised client its after 5pm CST which is why they didn't pickupI then advised client again I will follow up with them in the morningApril 12", [redacted] calls in stated “why the f [redacted] was I transferred to you'? Billejo stated she was on the phone with US Quality Furniture service then was placed on hold and then got meI then advised client that I did speak with a supervisor [redacted] who stated she was going to get the technician's report to me by pm PST, and apologized for the delay [redacted] went on to yell regarding her replacement which the technician told her husband about because she wasn’t there during the serviceI then advised client that we needed to keep the call professional or I would need to disconnect the call [redacted] stated this is bis' and this is f [redacted] b [redacted] s and then hung upApril 13", [redacted] from ABC Warehouse called in wanting to know status of the claimI then went over my conversation with [redacted] from April 12", I then advised [redacted] and confirmed that the Technician's Report and Photos were received at 12pm PST yesterday April 12", I then advised rep that its has been submitted to management for review and once that has been completed the client will be contactedI also apologized to [redacted] regarding the delay because this isn't protocol for us to get a report after business days [redacted] stated he understands and stated that was all the information he needed and that he was going to contact the clientI also informed [redacted] that management is aware of [redacted] and has left her a message on her voicemail and has spoke with [redacted] and apologized for the delayOn April 17", [redacted] called in yelling and cussing about her denial letter she received [redacted] asked where does it state in the warranty regarding visible stains as I was trying to answer her question [redacted] stated “I knew you were going to do this s to me, you're a crappy company [redacted] you [redacted] then hung up
I apologize, I thought this was being handled by [redacted] , as I received an email from ***'s corporate office stating they received a Revdex.com noticeI had offered to refund in good faith the amount paid for the sofa warranty**'s was making the offer on our behalf and would let me know if it would be accepted or notI'm still waiting to hear if accepted or not [redacted] has not listed the entire situation in her complaint to the Revdex.comMs [redacted] failed to mention that there is damage that isn't even covered under the limited warranty she purchased Customer service went over the warranty coverage with Mrs***, because she stated that she was not familiar with the warranty coverageIt was explained to Mrs [redacted] that the leather warranty does not cover leather peeling, wear, nor fadingMrs [redacted] disputed this and gave Mr [redacted] the phoneMr [redacted] got on the phone and disputed this damageCustomer service explained to Mr [redacted] that the leather warranty does not cover leather peeling, wear, nor fadingMr [redacted] stated that a drink was spilled on the leather sofa left and middle seat cushionCustomer service replied, Mr [redacted] I don't see any stains in the picturesCustomer service then explained that unfortunately leather peeling, and wear and damages that did not occur from a one-time occurrence are not covered under the warrantyMr [redacted] did not want to listen to any explanationCustomer service offered Mr [redacted] a copy of the warranty coverage and a phone number to a directory assist to research a local technician to address the non covered damages at his own expenseMr [redacted] refused and continued to argueMr [redacted] stated that he is not concerned with the leather peeling and wearing in the stitching areaCustomer service explained to Mr [redacted] that, because he reported the non-covered damage unfortunately we cannot assist him through the warrantyMr [redacted] asked to speak to a supervisorCustomer service explained that he must e-mail our company with his concerns and it will be forwarded to management to address all his concernsMr [redacted] then hung up the phone and ended the callWe never received anything from the ***'s until now
Response to Mr [redacted] 's response from October 13th,
This is in response to the letter we received from you on December 26, regarding [redacted] ID H [redacted] .Mr [redacted] submitted a Revdex.com complaint stating “This company doesn't want to grant the warranty.” “I bought year warranty on 9/22/they are giving me only excuses, all I want is my loveseat to be fixed.”Mr [redacted] 's case that he presented to the Revdex.com have no facts in the complaint, just Mr [redacted] 's blind opinion of our companyMr [redacted] did not readnor follow his warranty agreement.To give you some history on this customer, I must point out that Mrs [redacted] previously called our company on November 01, and reported that her leather loveseat center console was delivered broken and that she had accepted the loveseat with this damageMrs [redacted] did not bother to have this damage corrected when she received the item back in It was explained to Mrs [redacted] that this is not a warranty issue, because the furniture was not received in brand new condition with no damagesAt that point Mrs [redacted] was referred back to the furniture store to have this delivery damage corrected[redacted] called on December 19, to initiate a new warranty claim, he spoke to a different warranty specialist, who forwarded the claim to meMr [redacted] s items for his warranty claim were received; I called him to go over all the detailsMr [redacted] confirmed with me that the center console was still brokenI made him aware that this delivery damage should have been corrected prior to submitting a new claimI told him that is why Mrs [redacted] was referred back to the furniture store when she calledMr [redacted] then reported a seam separation, cracking and peeling of the leather on his new warranty claimI explained to Mr [redacted] that seam separation, delivery damage, cracking and peeling, and accumulated damages are mentioned in the warranty exclusions: therefore, cannot be covered under the warranty agreement as its WrittenMr [redacted] refused to listen to any explanations, and stated that he would file a Revdex.com compliant.To point out to the Revdex.com that accepting damaged furniture from the furniture retailer and not having the damage corrected or fixed would invalidate any claim submitted afterwards for the simple fact that the furniture was not delivery in brand new condition with no damages.When reviewing the customer's claim and following the guidelines of the Worry Free Platinum Year Comprehensive Limited Protection Plan, UVMasterguard feels that Mr [redacted] 's claim does not fall within the guidelines of the warranty coverageMr [redacted] knowingly did not follow through with his responsibilities of the warranty agreement when he did not resolve the issue of the delivery damageTherefore, UVMasterguard must stand behind our original decision and has closed this claim.If you have any further questions please feel free to contact me at ###-###-####