Worth Ave Group, LLC

On 10/4/Mr*** provided Claim *** stating on 9/30/2016, "INCIDENT: Phone only responds to touch screen sparaticallyCan not enter any textWhen alarm goes off, nothing appears so the alarm can be turned offCan not dial out on phone DAMAGE: N/a"Resultantly the adjuster
requested the incident that led to the damages presentMr*** responded by stating, ""I turned the phone on and there was a mechanical problem discoveredTouches to the screen were not being recognizedThe EXACT incident was a powering on of the phoneThis happened on 9/30/16." Unfortunately as Mechanical Failure is an exclusion of the coverage purchased, we were unable to proceed as an accident had not occurredFollowing receipt of the denial of coverage, Mr*** called and stated a drop had in fact occurredAssistant Manager, Jessica Focht, detailed with the insured that as this accident was presented following the denial of coverage, WAG would be able to proceed once he provided a picture of the external damage to the device resulting from the dropFollowing this conversation, Mr*** filed *** onlineClaim states on 10/4/2016, "INCIDENT: I had the phone on my window sillOne of our pets jumped up on the window and knocked the phone out of the windowIt landed on the deck a full story below the windowDAMAGE: Phone casing dislodged, will not take adapter." We have documented with the insured that until the original situation is addressed we will not be able to proceed with future claims.At this time we have not received the requested documentation regarding the drop originally claimed

Worth Ave Group is happy to review any documentation the insured has regarding the cause of loss.

Claim WIDI-[redacted]-WEB was submitted electronically 5/8/2017. On 5/10/2017, the adjuster reviewed the claim and approved the insured to get a repair estimate from a local vendor. on 06/20/2017, upon notification from the insured that he was unable to locate a local repair vendor that...

would provide a written estimate, the adjuster arranged for the device to be sent to a repair facility that would be able to detail the damages and repairs needed. Upon receipt of the device the repair facility stated the device received was not the unit insured by the policy purchased by the insured. As a courtesy to the insured an exception was made and evaluation was began by the repair facility. The repair facility fully tested the unit at hand and was unable to replicate the issues expressed. The device was returned to the insured as a result.

At this time Worth Ave Group shows the device was returned in working order. We are very sorry the insured has experienced difficulties with the device but the repair facility wa unable to reproduce the stated failures. Worth Ave Group is more than willing to provide a repair for any existent errors with the mic or speakers. If the insured can prove written documentation that a repair facility was able to locate a problem or provide video documentation, we would be happy to review the issues at hand and provide appropriate resolution.

At this time the insured has filed 3 claims. Claim WIKI-[redacted]-WEB- reflected a theft situation of an iPad. The adjuster has reviewed the claim and requested Proof of ownership, the stated Police Report, and a form of Identification. The insured followed up, providing a statement of...

purchase that did not reflect a serial number for the purchase described.  This claim was placed in a "Closed" status on 12/28/2017 due to for 4 weeks of inactivity/ no communication from the insured. Claim C-2018-[redacted], was a resubmission of Claim WIKI-[redacted]-WEB. Still a reported theft of an iPad. As prior the Adjuster requested Proof of Ownership, the Police Report, and ID for the insured. As with the initial claim written communication was sent to notify the insured of 4 weeks of inactivity the dismissal status nearing on March 1.The third claim C-2018-[redacted], reported a cracked screen on a phone. This claim was reviewed and details regarding the incident leading to the incident description was requested. As with both other claims the insured was notified of the inactivity and the 4 week dismissal nearing on March 1. As of the current date we are awaiting the documentation from the policyholder before we can proceed.

Due to incomplete information provided during the online purchase, a policy was not able to be located by Customer Service upon the call. At this time, we were able to locate the 2 online attempts of purchase. Accounting has confirmed the completed transactions and a full...

refund has been initiated for the client.

The insurance coverage purchased can be transferred to a new or replacement phone. In order to transfer coverage, we require the insured to contact our offices with the new make, model and serial number. This request can be processed by calling Customer Service by phone at [redacted] or by...

email at [redacted]@worthavegroup.com.

Complaint: [redacted]
I am rejecting this response because: Yout in violation of insurance laws there to protect consumers and therefore need to pay up to policy limits.
Sincerely,
[redacted]

Worth Ave Group offers full coverage insurance with the ability to purchase additional warranty coverage. The insured purchased WIDI-15-00002079-01 with options 1,2,&3. Accidental damage, Theft, and Standard perils. At the completion of the transaction the additional warranty options was not included in the purchase.

Initial Business Response /* (1000, 5, 2015/09/15) */
Claim WIDI-XXXXXX-WEB was by Worth Ave Group received on 8/24/2015 stating, "INCIDENT: I took the iPhone to XXXX Xrd. Ave. [redacted] XXXXX repair shop to fix the Phone casing from a drop that damaged the case. The entire phone is...

damaged/proformance is altered. DAMAGE: 1-800Fix.com neighborhood tech damaged iphone" On 8/25/2015, Adjuster, [redacted] informed the insured that if the device was damaged by the local repair facility or an incomplete repair was at fault, we would need him to that the unit back to them for re-evaluation. If the insured was charged anything, forward receipt for reimbursement for the additional repairs to rectify the original claimed damage. If the damages were at the fault of the repair facility, 1-800Fix would be responsible for their negligence.
Regarding the latest event of "lost at the beach", as defined in our policy we are unable to provide coverage for Unexplained Loss or Mysterious Disappearance. UNEXPLAINED LOSS OR MYSTERIOUS DISAPPEARANCE: We will not cover loss or damage where the only proof of loss is unexplained or is caused by the disappearance of property without the knowledge as to place, time or manner of its loss. If your property was stolen, you are required to notify the local police immediately upon discovery. This policy does not provide coverage if you fail to notify the police. To date Worth Ave Group has not received a claim nor police report reflecting a theft, so we are unable to classify the loss as so.

Claim WIDI-[redacted]-WEB and WIDI-[redacted]-WEB were filed electronically 12/25/2017. The insured provided the requested Police Report and proof of purchase as the coverage was assumed for inaccurate serial numbers of "forthcoming". Upon review of the documentation the claims were...

approved and reimbursement was issued for the replacement of the two items subject the coverage limit and deductible selected by the insured. As a result, a check in the amount of $1698.00 was issued and mailed to the insured on 1/17/2018 to the address provided by the insured.

At this time all charges incurred after the cancelation request have been refunded. Attached I have provided details of the transactions completed for this account.

Below is a summary of Contracts and Claims filed with Worth Ave Group for [redacted] III, or for the benefit of [redacted]:Consumer [redacted] III     Contract [redacted]          No Claims     Contract [redacted]          Claim                          Reported By            Date of Loss          Incident Claimed          WIDI-[redacted]-WEB     [redacted] III     8/10/16                INCIDENT: I dropped my iPhone on a mountain while taking a picture and it cracked. DAMAGE: Dents top side and right side, cracked screen          WIDI-[redacted]-WEB     [redacted] III     8/14/2016            INCIDENT: Accidental damage from drop off of a bride while using phone. DAMAGE: Crecked screen, internal damage.         WIDI-[redacted]-WEB     [redacted]          8/10/2016            INCIDENT: iPhone was dropped from a height DAMAGE: Cracked glass, internal damage, slight bend.         WIDI-[redacted]-WEB [redacted] 8/15/2016 INCIDENT: Dropped my phone in a puddle. DAMAGE: Cracked screen, internal damage. Consumer [redacted]     Contract WIDI-[redacted]          Claim                         Reported By          Date of Loss          Incident Claimed          WIDI-[redacted]-WEB  [redacted]        9/1/2016               INCIDENT: Phone was dropped in bathroom DAMAGE: Cracked screen, battery damage. Consumer Sandra Dunlap, For Benefit of [redacted]     Contract WIDI-[redacted]          Claim                         Reported By          Date of Loss           Incident Claimed          WIDI-[redacted]-WEB    [redacted] III   8/10/2016               INCIDENT: I dropped my phone off of a bridge DAMAGE: Cracked screen, internal damage.

Complaint: [redacted]
I am rejecting this response because:  I find most of what the business has said and done to be untrue. I sent a copy of the email exchange between myself and [redacted] on the last post, so the fact that they said she and I hadn't communicated is false. She also spoke to my daughter during school. She instructed her to tell me to contact the business directly as there had been several complaints by parents.  Second, the business is lying that the site wasn't down on the last day..  I will be submitting a screenshot of the error message on the last day. Third, I have not received a single call from the business. If they claim that they contacted me, I do not have a single message. Maybe they left it on the wrong number. I ask that they reach out and contact me again. It's very hard for me to trust anything that they say since I've had nothing but misrepresentations from them. Last, Mr. [redacted] never apologized for accusing me of being a racist. If he could be so big and bold to accuse me of something that egregious, then he should be equally as big to apologize.    I have not heard from the school or from Worth Avenue after I filed the complaint.  I gave Mr. [redacted] my personal cell number, I welcome him to utilize it. I need to search my documents and I will forward the screenshot of my inability to go forward with the purchase due to the site being down. Thank you.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Claim WIDI-[redacted]-WEB  was settled and payment sent to the insured on 11/17/2017,  in the amount of $769.67, after the $50.00 deductible was applied. The insured was provided documentation detailing the current cost to replace the device insured at Gazelle.com. The Settlement Options agreed to in the coverage purchased are:SETTLEMENT OPTIONS At our discretion, your loss will be settled at replacement cost value with no deduction for depreciation, less the deductible listed on your Policy Declarations page.(1) We will pay the current cost of repair or replacement, but not exceeding the lesser of the following amounts.a) The full cost of repair including parts and labor;b) Replacement cost at the time of Loss or adjustment;i. Refurbished item of like kind and quality for electronic devicesc) Replacement cost at the time of Loss or adjustment;i. New item of like kind and quality for electronic devicesd) The coverage amount listed on your Policy Declarations page.(2) When we replace or repair the covered property it may be from the retailer or stock of the retailer from whom the covered property was purchased. If we determine this is not practical, a different retailer may be used at our discretion. If you have any questions please contact our officesTell us why here...

Complaint: [redacted]
I am rejecting this response because:It is clear that you are acting in bad faith as the contracted insurer on this item.  I have spoken with legal council and in matters of contract it is a matter of Common Law which states that in matters of contract interpretation interpretations are constrained in favor of the nondrafter.  That means that by not having explicit terms in your contract, you will be held liable in a court of law.  There is nothing in my actions that should preempt you from your responsibility to deal with the damage that was done under the terms that you have sold this insurance.  If your contracted repair facilities do not have the ability to run diagnostics because of some other issue, it is of no consequence to the insured.  And in fact, the laptop was and I imagine still is.  The keyboard was still able to be utilized and the laptop functioned as long as it was plugged in.  So you are not getting off the hook here.   But if you wish to persist and do not wish to act in good faith I would askthat you provide me with your Resident Agent who will accept service and process of the court.  I also ask that you provide me with the Name and Address of the Company with whom I shall conduct my litigation.  
Sincerely,
[redacted]

The Sales Executive did speak with the school contact, [redacted]y, to inform them that the customers situation. [redacted] stated she had not spoken to the customer, as well, she stated the school would handle this on their end. At this time, Worth Ave Group has asked [redacted] to call the parent directly to further assist with the stated concerns. Unfortunately Worth Ave Group is not aware of any issues with the GPO link on the last day for enrolment. We have requested our IT team look into the information the customer relayed but have not found any errors.
On 10/7/2016, [redacted], Call Center Manager, attempted to reach the customer but got her voicemail. A message was left providing his direct contact information.

On 11/9/2016 12:01 am, Contract WIDI-16-[redacted]-01 went into effect for insured [redacted]. Claim WIDI-[redacted]-WEB, was submitted electronically at 1:30 am on 11/9/2016, detailing a date of loss as 11/9/2016 1:30 am. At 10:30 am on 11/9/2016, Adjuster [redacted]...

requested the insured provide an estimate for an Out of Warranty Repair/Exchange from Apple. In response the insured provided a manufactured document detailing a Apple Genius Bar Work Authorization Form. This document detailed a date stamp of "Novemeber 09, 2016 8:58:58 PM PST". As this time had not yet occurred we contacted Apple regarding the form presented to our offices. Apple has confirmed, "We are unable to provide examples of Work Authorizations outside of the ones given directly to customers. However, looking at the previously attached Work Authorization we can confirm that the information given in that attachment does not align with any of the same information (i.e. Repair number does not match the serial number). We can confirm that this document has been altered and does not adhere to our standards. The fonts do not match, "Internal Water Damage" is the incorrect font and does not align with our verbiage nor does it include full documentation of notes. Also this document indicates there is actually a $0.00 amount due. If there was a charge it would indicate under ‘Amount Due’ $329.00." Attached you will find the emailed communication from Apple regarding the alter Apple documentation provided to our offices by the insured. As a result, on 11/9/2016, at 4:49 pm the insured received emailed communication detailing that the claim was denied for Misrepresentation, Concealment or Fraud. This communication is attached for review.

Complaint: [redacted]
I am rejecting this response because: When I first purchased the insurance I was told it was "full coverage" and that it would cover everything. Though the policy itself says it covers "Mechanical Breakdown", I recognize only after the fact that the fine print actually says that it doesn't actually cover "Mechanical Breakdown". What I was told, and what I was sold was misleading and misinformation. Yes if I had read ALL the paperwork I would have realized that what was told to me was a lie. That is on me. This does not change the fact that I was TOLD, and the list of coverage specifically mentions "Mechanical Breakdown." To find out after I have an issue that what I thought I bought, I actually didn't is dishonest and devious!
Sincerely,
[redacted]