The homeowner forwarded the estimate to RWS on Monday, October Within three days of receiving the invoice, on Thursday, October 2016, the homeowner’s claim was approved and he was forwarded notice of the sameWhile the homeowner is correct that there were some internet issues that affected our customer service (the nationwide [redacted] outage temporarily affected our warranty department), his claim was processed within hours, which is even quicker than our already quick claim processing turn-aroundFurthermore, it is RWS’s standard business practice to process and mail the buyout checks within business days – we sincerely regret that the homeowner is unhappy about this, but as it’s standard procedure, there is nothing that can be doneWe here at RWS strive for the highest levels of customer satisfaction and are disappointed that this homeowner is so frustrated by a 72-hour total claim turnaround that he would feel it appropriate to disparage our company to others
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowThis is so unfortunate that this business can work like this while what they are saying almost feels like a scam to meThe following is a line by line what they have done: I called them regarding my AC unit not functioning properlyThey said they will assign someone to come to my homeThey have chosen someone from Columbus (almost hours away from where I live at Mason, OH) on a SaturdayThe service folks came and it was pouring rain outsideThey spent may be about an hourThe service folks informed that I have options: I can replace the unit Add FreonThey also strongly advised that adding Freon is worthless as the unit is leaking and adding Freon is expensive (old Freon type I guess)They have also told me that warranty company would not provide much for the FreonSo, I wanted to talk to warranty company on replacing the unitsAs a matter of fact, service company has indicated in the invoice that Unit be replacedAlso, to note, the invoice only has amount for deductible and not any charges for adding Freon Now, let’s talks about the items one by one: Overtime Fees: This service company was chosen by the warranty company and the warranty company told me that when the service company would arriveThere was no request from me to do an emergency callNote that, the warranty company chose a service company from Columbus while I live in MasonSounds like a shady deal going onThere are plenty of service company in the Cincinnati areaThere is no insistence from me that the service has to be immediate and it’s an emergencyThis is a complete Lie from the warranty company Service call fees: While talking to April from RWS, I have asked for where does it say that having units equates to two service callsAlso, service fees should be associated with fixing somethingThey have not fixed anything or promised to fix anythingThe service company told me that the RWS will not pay anything for repairing for my unitI’d be more than happy to pay the service fees if April from RWS would have told me that the units will be fixed per the recommendation of the service companyTalking to her sounded like, the warranty company running a scam and would make money out of me rather than paying for coverage Repair over replacement: This is an absolute lie to suggest that I have suggested not to replace my unitAbsolutely the opposite, what I have asked is to agree that a replacement will happenThe service company actually warned me that the RWS will not replace the unitIs RWS saying now that they would replace the unit? If they are, I have no problem of paying the service feeIf they fix the issue, they will definitely deserve the service feeAlso note that, the service company worked in my home for about an hour or so and nothing was fixed, replaced or addedAlso note that, there is no signature, written approval from meI did not have sign the service sheet because it is a complete lie Freon fees: This is another lieAs a matter of fact, I have told them not to put Freon and if they did, without my approvalHere are few other things to consider: aThe invoice does not have any price for adding Freon, invoice only has the deductibleYou would think, if freon was added, the prcie would be reflected in the service sheet bThe service guy would not add Freon without getting his money or approval from me as the warranty company only pays like $per pound and I’d have to pay the remainderThere is no approval from mecThe service guy suggested and I listened that Old Freon is not an option for now d, I actually have a written proof (a text from him) that the service guys did not add lbs of FreonEIf they did, my unit would be functioning properly which still does not Bottom-line: The warranty company chose this service company located hours away The warranty company and service company decided when to come to my home There was no adding of lbsof FreonI have written proof that this was not done Other Issues: April form warranty company told me that she has video proof inside my homeDid someone videotaped inside my property without my approval The warranty company must fix the issue per service company’s suggestion which is to replace the unit Regards, [redacted] ***
As stated earlier: We here at RWS sincerely apologize that the homeowner has felt slighted by our response – it was never our intention to question her claims; simply to point out where some confusion may have lain as the failed unit was never mentioned and no documents pertaining to a failed unit were ever submitted to RWS, despite the multiple communicationsAs the majority of the information contained in the homeowner’s response has already been addressed in prior communications, we have only addressed, in this response, the new item included and clarified an accusation leveled by the homeowner which, by her response, was misunderstood initially: Firstly, the phone records provided match up with the RWS records, as discussed and referenced in previous responsesSecondly, RWS's final approval process takes up to business days (which excludes holidays and weekends), putting the homeowner's claim's finalization date as OctoberTrue to form, on October, the approval process was being finalized when it was realized that the homeowner had no actual failure or even issue, that the repairs were ‘recommended’, that there was no documentation showing the homeowner ever had the ‘recommended repairs completed’, no proof that the ‘recommended repairs’ were necessary, multiple ‘recommended repairs’ (i.eoptions) that purported to fix the same issue, and that the contractor stated there were no failures or even issues! At this point, the amount was adjusted accordingly and the buyout check mailed out immediately, per company policyRWS has addressed all of the questions and concerns raised with regards to this claim, all backed by our policy and nothing in this most recent correspondence changes any of the facts upon which the claim decision was made - if this changes, the homeowner is urged to reach out to RWS so that we can re-audit the claim, if appropriateThank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.As the policy holder, and supporter of RWS for multiple years, and referring clientele to RWS, I understand the policy and the reason RWS thinks they should deny the claimHowever there are seperate calls into RWS regarding the AC unitEvery time they sent out a contractor the contractor would say it is only dirty, and RWS does not cover maintenanceSince I was tired of paying for someone to clean a broken unit, I called a contractor out to test the AC systemIn fact I had two separate contractors out to assess the situationIn both instances they concluded that the compressor unit had failedI continued with the repair due to the fact that the hot and humid weather was not healthy for the familyI hired on of the contractors to complete the job because RWS would have sent a contractor out to say it is dirty and I was over their incompetent contractors This is why I believe the contract was not broken by myself but by RWS originally when they refused to replace the broken part due to their contractor not properly testing the system As far as yelling, there was none of that, in fact I recorded the calls and had a witness with me on my endI was trying to explain that after multiple attempt to have RWS send their contractors out and not fix the situation I was tired of not having the AC working The representative was interrupting me to raise her voice, then in the middle of my explanation she said she would hand up on me if I did not listen to herWithin seconds she hung upEver since then they will not return my calls Regards, [redacted]
First of all, they don't accept any claim until you get a detailed estimateGood luck with that99% of contractors charge you to come and give you an estimate, so if you end up getting anything for your claim, it will just cover the estimateThey approved only a portion of my plumbing claimWhat kind of plumber can you get to come out and fix a leak for only $94.00? RWS takes forever to process and approve or deny your claims, then take even longer to pay themI had to call them again and again and again to get closureThey don't return emails or phone calls and are very late with paymentsNot until I threatened to get the Revdex.com and lawsuits involved did I get anywhere with the overdue payments that they approved months earlier
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response 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.] The entire amount WAS not covered, and the "second damage" was not outside the day windowI have the conversation recorded and I have all emails concerning this issueI emailed several times asking about authorization concerning The initial cost was I am being reimbursed That is not the entire amount as stated The Home warranty claims that is secondary damageIt is not secondaryThe roof leaking caused the damage if you would like, please contact me and I will send you the recorded conversation as we disagreedI had to settle for The home warranty said he used HIS calculations to determine the cost ( maybe he needs a new calculator) Regards, [redacted]
The homeowner filed this claim on April yet did not submit a diagnosis and estimate until May Furthermore, the estimate was not itemized, as required by our policyHowever, our claims representatives went above and beyond their duties and contacted the contractor directly to determine the breakdowns of each line itemBased on that conversation, it was made clear that the contractor had:(1) made the mistake of including both a repair of the homeowner’s shower (which included non-covered items such as tile) and a complete replacement of the shower on the estimate, mis-marking one as a simple shower valve – a mistake that was supported by their earlier correct description on the diagnosis sheetThis mistake was fixed and the amount of a shower valve replacement, $for parts and labor, was approved in full; (2) included two services that are not covered by the homeowner’s policy (page delineates that plumbing stoppages (clogs) are not covered, and the only services re: toilets that are covered are the assembly parts in the tank)Therefore, the cable drain and toilet pull costs were removed; and finally (3) failed to include his diagnosis fee in the estimate, and so RWS added that amount on to her buyout Furthermore, the defect itself is the only thing covered because RWS does not cover consequential damage or secondary damage - please review your policy for detailsTherefore, the homeowner is actually receiving the entirety the faucet replacement and the cost of a shower valve replacement, minus her deductibles, plus her diagnosis fee and the check has already been submitted for processingHOWEVER, because RWS holds customer satisfaction so high, the homeowner may speak with her contractor and have them submit an itemized and corrected estimate for our review as we are more than happy to re-review the claim to ensure the homeowner is getting the highest amount possibleIf this is your preference, RWS must be informed by the end of this week so we can freeze the current claim and re-open your claim
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowWe had contractors come out and look at the water heater The first one, MrRooter, came out on April 26th He suggested the tank be replaced and moved to a new location When we spoke to RWS, we were told that they would cover up to $for the tank and labor The lady on the phone said she felt that he was overcharging So on April 29th we had the contractor that RWS had chosen, Eaton Plumbing, come out and look at it They also determined that the tank needed replaced When Eaton plumbing contacted RWS they said that they would not cover the repair so I called RWS to find out why I was told they would not cover repair due to a leak during the first days I called Eaton Plumbing back and told the lady what RWS told me She said that there wasn't a leak and that there must have been a misunderstanding and she called RWS back Eaton Plumbing then called me again and said that RWS said that they would cover $of the repair We still felt though that they were charging too much to do the replacement and chose to not have them do the repair We did however still pay the $deductible After The contractor left I looked through our booklet from RWS again and read where it said under rights of the customer that we "may request cash in leu of repair" and that same day, April 29th I called RWS and told them that I wanted to request the cash I was told that was fine and I would be sent a check When I questioned the man on the phone and said "so they are just going to send me a check?", he said yes That he would submit the claim that day and it could take up to days I asked him if he knew how much it would be for and he said $ After not receiving a check in the mail I contacted RWS in June and was told that they had no record of that conversation How do they not have any record of the multiple phone calls that day? No where in their booklet does it say that in order to request cash that they need an invoice And there was no alterations to the water heater Also, I never sent RWS an invoice so I am not sure what they are talking about This is just further proof of what a dishonest company this is I am attaching a copy of the invoice we have from Eaton Olumbing that proves that we did pay the $deductible and that they did come out on the 29th I don't understand how RWS can say that they would pay up to $towards the replacement and then say that the claim was denied Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response 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.] The 'receipt' that the RWS has was an initial estimate that was submitted to agent Aaron S [redacted] PRIOR to any work being startedMrS [redacted] issued an approval of the estimate while the contractor was still at the home so the work could be completed Mrs [redacted] also approved payment of this claim via emailIf this is not the company's policy on approving claims, the agent needs to be trainedHowever, as this repair was not critical to the functioning of the home, I would have elected to not get the work done if MrS [redacted] had followed the company's policy and informed me it was an uncovered repairTherefore I reject this reply because the 'estimate' was approved prior to work being completedI have witnesses to this fact Regards, [redacted]
This homeowner has already retained an attorney so all communications between the company and himself will need to be via his, and our, legal counsel/departmentHowever, as a quick recap (and reminder) to the homeowner regarding this claim, in order to mitigate this situation before this claim is transferred to legal: Firstly, the claim was filed February and the homeowner contacted RWS on February requesting a buyout in lieu of a repair, but RWS was unable to process it at that time due to not having received an invoiceThe homeowner had a contractor out on March but the complete invoice was not emailed to RWS until April On April 2016, RWS approved the buyout for $The homeowner has repeatedly claimed that he was made to wait for months when the reality is much simpler: the claim was filed and the homeowner took month to have a contractor out and another month and a half to get RWS a complete estimate with accurate contact information for the contractorThe claim was approved days after all necessary information was received Secondly, the homeowner has the incorrect assumption that his Simple Warranty will blindly replace an entire unit that fails when, in reality, the policy repairs/replaces the broken part; not the entire unitAs there were a multitude of parts that had failed, each part was appraised separately for the buyout, which was requested, on February by the homeownerThe policy states: “Should the Contract Holder wish to replace a repairable item, at their election, the Contract Holder may choose to receive a cash payment or allowance in lieu of repairIn such cases, the cash payment shall be made in accordance with RWS negotiated service and repair rates and may be less than retail”Finally, while RWS can appreciate the homeowner being upset at the multiple deductibles; the policy clearly states “a service call fee applies to each mechanical malfunction breakdown, for each distinct malfunctionAt times, multiple malfunctions may be discovered in the same componentA service call fee would apply for each repair or the actual cost to repair, whichever is less”Because the homeowner’s unit had multiple failures, multiple service call fees were required and while the homeowner may not be happy with this provision, it is clearly stated in the policy and will be adhered to in regards to his claimHis buyout has been turned in to processing, of which he was informed and, due to his having retained an attorney, his lawyer will need to contact RWS’s legal department for any information regarding this claim as we are unable to respond further due to the pending litigation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I understand but I am not satisfied because I think RWS's policy is very narrow and deceitfulI never approved the $for the faucet and bathtubI was not aware that there was a limit on reimbursement for the faucet I appreciate Revdex.com thoughThank you very much for your help Regards, [redacted] ***
Firstly, RWS would like to take this opportunity to assure the homeowner and clarify a few things: RWS does not hang up on people repeatedly, nor “intentionally [place] people on hold multiple times to irritate [them]”Due to high call volume, or the questions asked, a customer service representative may have to place a homeowner on hold to gather more information on the claim if the homeowner does not prefer to receive a call back with the information at a later point All contractors (especially those who are in the RWS network) schedule a window of time when they will arrive at the homeowner’s home – it is by no means necessary for a homeowner to wait at the house the entirety of the day on the chance that someone might show up – if the homeowner is stating they took off entire days to be available for a contractor due to something the contractor said – please let us know immediatelyWe’ve already reached out to the contractor who has assured us that a time frame was given but we would like to gather more information from the homeowner to ensure our policyholders are as inconvenienced as little as possible during their claims processing Based on the claim, it appears that the first contractor did not call the homeowner the day after the claim was reported, so another contractor was immediately dispatchedThe second contractor diagnosed the issue and spoke with RWS representatives on multiple occasions regarding the claimOur notes state that the second contractor did diagnose the issue to be a ‘cracked pipe’ and began work to remedy it Despite this, the homeowner called two days later to request that another contractor be sent out, which was immediately dispatched but, due to scheduling conflicts, this latest contractor wasn’t able to fit the homeowner into his schedule quickly enough, and so the homeowner was given permission to hire his own contractor, in order to expedite the repair as it had been a week, at that point – this occurred the day before the homeowner filed a Revdex.com complaint against the company The homeowner has stated “I asked to speak to a manager or supervisor, even the owner, “I was then told that there wasn’t no such individual here”This cannot be true as the customer service representative on the phone (1) is trained better than that and (2) because they did exactly as requested and the homeowner spoke with both the Manager of the Year Warranty Department AND the Director of the entire Company on separate days and occasions, all before this Revdex.com complaint was filed Finally, the homeowner is more than welcome to ask for a refund of his policy – the purchase price will be fully refunded to the party that paid, in this case to the Title Company for disbursement, absent only any claims already paid out, cancellation costs, and administration fees of approximately 10%If this is the option the homeowner would like to enact, please let us know immediatelyOtherwise, it appears the homeowner spoke with the Director of the Company the same day this Revdex.com complaint was filed and the Director immediately dispatched a third contractor (the homeowner requested another RWS networked contractor in lieu of contacting his own) and so this issue appears to have been resolvedHowever, if the homeowner still desires to have his policy cancelled, he simply needs to call in and it will be submitted immediately for processing
This homeowner filed a claim under a policy ahe had not purchased with his base one-year policyWhile the claim was, as the homeowner indicated, initially approved for a set amount should the ahave been purchased with his base policy, a final review revealed the homeowner did not purchase the aand so his policy did not cover for the claimGiving approval for a homeowner to contact their own contractor does not equal a blanket approval of any associated costs; it was made very clear that the contractor would have to contact us with a written estimate and diagnosis before the claim could be processedWhile no written estimate or diagnosis was provided, the homeowner did submit a receipt for reimbursement after the repair was completedUpon review of the invoice, it was clear that this claim was not covered under the homeowner’s policy due to the lack of the add-onWe here at RWS greatly value customer satisfaction and try to ensure the homeowner’s awareness of all covered and non-covered items in their warranty with us – we also try to cater to our customer’s needs by offering base policies with standard coverage and allowing each homeowner to build a custom policy with our aservices, so that their final warranty covers only what they need covers and fits in their budgetIf a customer chooses not to purchase an afor something they have in their home, RWS cannot be faulted for denying a claim for non-coverage
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowI am appalled that my claims are being questionedI have now provided my phone records from my statements for August, September and October to prove, once again that there was no communication to me from RWS even though RWS is falsely claiming they have " multiple records of conversations with the homeowner regarding her buyout" I will give RWS that benefit of the doubt that they perhaps have my account confused with anotherIf not, the allegations that I received multiple (or any) communications is false, and can be proved in the attachmentAlthough this continues to go in circles, please see the phone records that correspond exactly with my account of what happenedThe green stars indicate my calls to RWS and the yellow stars indicate incoming calls from RWS The call records show me calling twice on 8/to try to get a hold of someone about my claimThe records also shows my call on the morning of Monday, 8/to inquire about my claimI was told I would receive a call back, and as you can see from the records, I did not receive one The records also show me calling on the morning of Tuesday, 8/to say I still need a call back, and now the issue is more urgent because my a/c unit has completely failedThis would all be in the RWS recorded call logs which prove I stated that there was a new issue of the failed unitIf the RWS agent on the phone did not record the additional claim in my account, which I suspect because I never received follow up, then that is beyond my control and does not mean I did not issue a claimDue to my frustration with RWS that no one would respond to me to service my claim, I decided I could not wait any longer with a feline cancer patient in my house which was exceptionally warm, so I decided on my own to replace my unitAs expected, RWS still never responded to me in the days to come, and the next recorded communication is when I called again on Tuesday, 8/to express my extreme displeasure that days had gone by since I was told a second time I would receive a call, and still nothing happenedMy claim was completely ignoredAt that point, the agent told me that there was a note in my account that I would receive a $buyoutThat was the one and only time that I heard about the buyout, and it was due to a call that I made I thought the $was a fair compromise for the complete disregard for my claim, and therefore there was no further communication on the issue between me and RWSFast forward to 10/when I received the check in the mail for a fraction of what I was told I would receiveI immediately contacted RWS which is shown in my call recordsThe person I spoke with was sympathetic and said unfortunately there had been some bad business practices and people had been removed from the companyHe said he would see what he could do about my situationHe called to follow up on 10/and said he was still waiting on an answerHe then called again on 10/and said there was nothing he could doBoth calls are in my statement, and are the only incoming calls I received from RWS The statement below is disturbing, and hopefully it was written by someone confused at RWS and not one of the "bad apples" that should have been removed from the companyFurthermore, I never received any approval for my claim "With regards to the accusations regarding her claim buyout check, RWS has multiple records of conversations with the homeowner regarding her buyout, which the homeowner has mistakenly misreported in her Revdex.com response by stating “no one at RWS bothered to call and say they decided to offer a buyout”This is simply untrue as the homeowner was notified multiple times (including the first business day after she filed her claim when her claim was initially approved, along with each time she called in thereafter) that she would be issued a buyout check, which was currently being processedRegarding the last paragraph, I am not claiming I am owed money for the repairs or my new unit or went outside the warranty process and am still requesting paymentI am simply claiming that I called to complain that no one ever responded to me, and the man on the other line said I was receiving a $buyoutThis was the first I heard of itRWS saying they went above and beyond is a joke since my phone records prove I received no communications from themI had accepted the buyout as a remedy for the situation where RWS completely ignored my claim, never sent me an approval or denial, and did not help when I called back and said my A/C had failedThey forced me to act on my own, and the buyout was a fair remedy to the failed service from RWS Finally, I have attached the check I received from RWSIn the call on 8/when I found out about the buyout, I was told that per RWS's day check policy, the check would be cut by 10/When I received the check on 10/17, I saw it had been cut on 10/13, which was a week lateThat is when the agent told me there was a note in my account dated 10/explaining the decreased amount on the checkDecreasing the amount on 10/is passed the due date to cut my check, so changes should not have been allowed at that time Regards, [redacted]
Firstly, please be aware that it is not RWS standard practice to include tracking numbers with our claims payoutWe mail hundreds of checks weekly and, due to the costs of tracking, RWS always leaves it up to the homeowner to determine if they’d like their payment tracked, which would result in the tracking cost being deducted from their approved amountOtherwise, we mail the checks and, if notified they have not been received, we do all we can to get the homeowner’s money to them as quickly as possible, at no cost to the homeownerThe check for this claim was mailed in March but, because the homeowner has not received it and we have no indication it has been cashed, RWS has re-issued the check and re-mailed itWhen you receive the check, please call us and let us know the check number so that we can cancel the not-yet-received checkAlso, please be aware that you will be receiving a total of $
Revdex.com: I was not made aware in the multiple times I called that the check had been mailed once already That would have been nice to know 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 Regards, [redacted]
Mr [redacted] submitted two claims to RWS, both of which are partially mentioned in his complaintOne claim is clearly outside the scope of the day warranty, which Mr [redacted] has been informed of and which he agrees, due to it being an issue for homeowner's insurance rather than the day guaranteeThe second claim was approved by RWS and covered for essentially the entire amount asked for (not just 2/of the cost as referenced in the complaint)Mr [redacted] was contacted today by RWS's Director of Operations and has expressed satisfaction with his claim's handling and the amount he is receiving under his day warrantyHis check has been turned into accounting and will be processed and mailed accordingly
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowThis is a company who holds customer satisfaction at a high level but yet we’ve filed a claim April 28th and they didn’t send anyone out to follow up on the claim and we were put into a position to go to Hiller Plumbing to find out why we have a leak coming from the shower areas, under sink and toiletRWS Warranty had an opportunity to send someone that was contracted with them to get whatever information they desired without having to depend on Hiller Plumbing for a break downWe shouldn’t have to talk to OUR contractor which we don’t have one to fix our leak issueRWS Warranty should be talking to their vendor who they’ve sent out to fix the issue (they NEVER sent one)Also RWS Warranty alluded to a buyout which we don’t have any knowledge of or paper work to confirm any buyoutThey allegedly claim they have paperwork but won’t send them because my wife and I contacted Revdex.comIt’s been days and still RWS Warranty has not sent their own contractor out to follow up on our claim nor did we receive any funds from them to take care of this issueWe have voice recordings from telephone conversations we’ve had with RWS Warranty trying to get this issue taken care ofI don’t know how you fix a leak problem when RWS Warranty are stating we’re not covered under Hiller Plumbing break down but yet we’re covered to fix the leakVery confusing but RWS holds customer satisfaction at a high level Regards, [redacted] / [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowThere are so many spelling errors in this response; it almost makes the entire document painful to read One major aspect of my complaint that was never address by RWS Counsel is the phone calls and emails that were never returned We left messages beginning on June concerning our AC that were never returned To this date, I have never received a phone call or email from anyone at RWS The contractor RWS selected and sent to my house (Freedom Heating and Air) on June 26th completed their inspection and began calling RWS for approval to complete the work the afternoon of the 26th No one returned his phone call either As of 12:pm Monday June 29th, no one at Freedom had ever heard from anyone at RWS The diagnosis submitted by Freedom was well above and beyond what it took to make my AC unit cool The technician told me the unit was low on refrigerant The leak check alone was almost $plus $per pound for Freon At that point the AC was cooling somewhat The technician also told me: the fan motor was bad, the coil was clogged, and both the inside and outside coil needed to be cleaned After the technician left, the unit was blowing hot air I had to buy a window unit for my bedroom because the temperature in the house was over degrees After the total lack of effort and communication on June 29th, I found a company who could come the next day He inspected the inside coil and outside and checked the entire system The only thing he found was the system to be completely out of Freon He put lbof Freon in the system to see if he could locate a leak He found the leak to be an open valve that was checked by Freedom on the 26th The system that was low, was mysteriously completely out of coolant ..explaining the hot air coming from the vents as soon as freedom left The tech closed the valve and completely filled the system with pounds of coolant at a rate of $per pound vs $at Freedom He also found the fan motor in working condition and both coils to be clean Other than the age of the unit, everything was in working order when he left and has not given a single problem since the repair on the 30th of June I spoke with Frankie at RWS and informed her of the huge difference in price and evaluation of the two companies I talked with the owner of freedom and he did not have any explanation for the charges He did tell me if I would have them come back without using a warranty company, he could cut me a better deal on rates In my mind, this is fraud Inflating the rates and doing unnecessary work is not good business Frankie asked me to send her copies of the Freedom estimate and the copy of the invoice I paid for $ After receiving them, she informed me she would file the clam and follow it through She thanked me to being honest and saving them what could have well exceeded $2, I spoke with Frankie several times and she informed the claim had been accepted and sent to accounting for payment They had deducted two amounts of $for two separate service calls I asked why the second deduction was made and never received an explanation why Last week, I spoke with Tony She gave me the same story that the claim had been accepted and had been sent to accounting for payment All of this time, no one ever told me on any occasion the claim was denied No one has ever called me or initiated any communication from RWS I requested the refund because the customer service is fantastic when they want to sell you a warranty If you need to use it, the service is the polar opposite I thought I was doing what is right by informing them of a large discrepancy in the estimate of work and what it actually took to complete the work Everyday this was going on my family had to live in a house that was HOT to say the least I understand they don’t want to pay That is very easy to see The maximum payment per claim is $on the day warranty There is no deduction for deductible or service calls I paid $to resolve the issue If they want to deduct for a service call, that’s fine That brings the balance to $.I will accept it and walk away I was told multiple times the claim was accepted, and now they say it was immediately denied Every time I have been told anything, it has been with a phone call from myself to RWS and never the opposite
Thank you for your October letter to Residential Warranty Services, Inc("RWS") regarding Mr [redacted] at [redacted] ***Upon review of his complaint, it appears that the homeowner, unhappy with the coverage his RWS Warranty provided for his flooded basement, took it upon himself to negotiate a "side deal" with the contractor at his home, which has led to the issues in his complaintPer the homeowner's warranty coverage, RWS installed a sump pump that the homeowner, evident in his complaint, deemed to be inferior to the sump pump that had failedAs a result, per the homeowner's own words "the subcontractor stated that he can install a real good primary and secondary sump pump for $plus $for the deductible, which brought the total amount that I will pay him to $1,I agreed." By the homeowner's own statement and understanding that this was a side deal not included in the RWS warranty coverage, RWS is in no way responsible, financially or otherwise, for any disputes regarding that side dealEven the homeowner's argument of "but for [the RWS manager's] actions I would have no dealings with [subcontractor]" holds no weight because the homeowner was under no obligation to make a separate, side deal with any contractor RWS sends outRWS contractors are dispatched to homes to diagnose the problem and act in accordance with the terms and conditions of the homeowner's RWS warrantyThis homeowner voluntarily chose to interfere with that arrangement and negotiate a separate deal - a deal that did not include RWS, that RWS did not approve of, that RWS was unaware of until the homeowner's phone call after the fact, and a deal that, as a result, RWS has zero responsibility forAdditionally, because RWS holds customer satisfaction so high, RWS representatives, once notified of the side deal by the homeowner, did all they could to help the contractor and the homeowner towards a resolutionUnfortunately, the homeowner took advantage of this professionalism and, despite being told repeatedly that his side deal did not involve RWS, took it upon himself to uninstall the secondary system and mail it to RWS headquartersUpon receipt, RWS reached out to the contractor who, albeit confused, because the system should have been returned to him, not RWS, personally picked up the system from RWSIn conclusion, as the homeowner was told repeatedly by a RWS manager, his issue lies exclusively between himself and the contractor he hired, outside of his warranty obligations, to perform additional work on his home Thank you for your time, I look forward to hearing from you Alix LV [redacted] , EsqGeneral Counsel - Residential Warranty Services, IncPro Med Lane, Carmel, IN (317) 573-(tel.) (317) 218-(fax) al ix@al I xv [redacted] ***com
The homeowner forwarded the estimate to RWS on Monday, October Within three days of receiving the invoice, on Thursday, October 2016, the homeowner’s claim was approved and he was forwarded notice of the sameWhile the homeowner is correct that there were some internet issues that affected our customer service (the nationwide [redacted] outage temporarily affected our warranty department), his claim was processed within hours, which is even quicker than our already quick claim processing turn-aroundFurthermore, it is RWS’s standard business practice to process and mail the buyout checks within business days – we sincerely regret that the homeowner is unhappy about this, but as it’s standard procedure, there is nothing that can be doneWe here at RWS strive for the highest levels of customer satisfaction and are disappointed that this homeowner is so frustrated by a 72-hour total claim turnaround that he would feel it appropriate to disparage our company to others
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowThis is so unfortunate that this business can work like this while what they are saying almost feels like a scam to meThe following is a line by line what they have done: I called them regarding my AC unit not functioning properlyThey said they will assign someone to come to my homeThey have chosen someone from Columbus (almost hours away from where I live at Mason, OH) on a SaturdayThe service folks came and it was pouring rain outsideThey spent may be about an hourThe service folks informed that I have options: I can replace the unit Add FreonThey also strongly advised that adding Freon is worthless as the unit is leaking and adding Freon is expensive (old Freon type I guess)They have also told me that warranty company would not provide much for the FreonSo, I wanted to talk to warranty company on replacing the unitsAs a matter of fact, service company has indicated in the invoice that Unit be replacedAlso, to note, the invoice only has amount for deductible and not any charges for adding Freon Now, let’s talks about the items one by one: Overtime Fees: This service company was chosen by the warranty company and the warranty company told me that when the service company would arriveThere was no request from me to do an emergency callNote that, the warranty company chose a service company from Columbus while I live in MasonSounds like a shady deal going onThere are plenty of service company in the Cincinnati areaThere is no insistence from me that the service has to be immediate and it’s an emergencyThis is a complete Lie from the warranty company Service call fees: While talking to April from RWS, I have asked for where does it say that having units equates to two service callsAlso, service fees should be associated with fixing somethingThey have not fixed anything or promised to fix anythingThe service company told me that the RWS will not pay anything for repairing for my unitI’d be more than happy to pay the service fees if April from RWS would have told me that the units will be fixed per the recommendation of the service companyTalking to her sounded like, the warranty company running a scam and would make money out of me rather than paying for coverage Repair over replacement: This is an absolute lie to suggest that I have suggested not to replace my unitAbsolutely the opposite, what I have asked is to agree that a replacement will happenThe service company actually warned me that the RWS will not replace the unitIs RWS saying now that they would replace the unit? If they are, I have no problem of paying the service feeIf they fix the issue, they will definitely deserve the service feeAlso note that, the service company worked in my home for about an hour or so and nothing was fixed, replaced or addedAlso note that, there is no signature, written approval from meI did not have sign the service sheet because it is a complete lie Freon fees: This is another lieAs a matter of fact, I have told them not to put Freon and if they did, without my approvalHere are few other things to consider: aThe invoice does not have any price for adding Freon, invoice only has the deductibleYou would think, if freon was added, the prcie would be reflected in the service sheet bThe service guy would not add Freon without getting his money or approval from me as the warranty company only pays like $per pound and I’d have to pay the remainderThere is no approval from mecThe service guy suggested and I listened that Old Freon is not an option for now d, I actually have a written proof (a text from him) that the service guys did not add lbs of FreonEIf they did, my unit would be functioning properly which still does not Bottom-line: The warranty company chose this service company located hours away The warranty company and service company decided when to come to my home There was no adding of lbsof FreonI have written proof that this was not done Other Issues: April form warranty company told me that she has video proof inside my homeDid someone videotaped inside my property without my approval The warranty company must fix the issue per service company’s suggestion which is to replace the unit Regards, [redacted] ***
As stated earlier: We here at RWS sincerely apologize that the homeowner has felt slighted by our response – it was never our intention to question her claims; simply to point out where some confusion may have lain as the failed unit was never mentioned and no documents pertaining to a failed unit were ever submitted to RWS, despite the multiple communicationsAs the majority of the information contained in the homeowner’s response has already been addressed in prior communications, we have only addressed, in this response, the new item included and clarified an accusation leveled by the homeowner which, by her response, was misunderstood initially: Firstly, the phone records provided match up with the RWS records, as discussed and referenced in previous responsesSecondly, RWS's final approval process takes up to business days (which excludes holidays and weekends), putting the homeowner's claim's finalization date as OctoberTrue to form, on October, the approval process was being finalized when it was realized that the homeowner had no actual failure or even issue, that the repairs were ‘recommended’, that there was no documentation showing the homeowner ever had the ‘recommended repairs completed’, no proof that the ‘recommended repairs’ were necessary, multiple ‘recommended repairs’ (i.eoptions) that purported to fix the same issue, and that the contractor stated there were no failures or even issues! At this point, the amount was adjusted accordingly and the buyout check mailed out immediately, per company policyRWS has addressed all of the questions and concerns raised with regards to this claim, all backed by our policy and nothing in this most recent correspondence changes any of the facts upon which the claim decision was made - if this changes, the homeowner is urged to reach out to RWS so that we can re-audit the claim, if appropriateThank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.As the policy holder, and supporter of RWS for multiple years, and referring clientele to RWS, I understand the policy and the reason RWS thinks they should deny the claimHowever there are seperate calls into RWS regarding the AC unitEvery time they sent out a contractor the contractor would say it is only dirty, and RWS does not cover maintenanceSince I was tired of paying for someone to clean a broken unit, I called a contractor out to test the AC systemIn fact I had two separate contractors out to assess the situationIn both instances they concluded that the compressor unit had failedI continued with the repair due to the fact that the hot and humid weather was not healthy for the familyI hired on of the contractors to complete the job because RWS would have sent a contractor out to say it is dirty and I was over their incompetent contractors This is why I believe the contract was not broken by myself but by RWS originally when they refused to replace the broken part due to their contractor not properly testing the system As far as yelling, there was none of that, in fact I recorded the calls and had a witness with me on my endI was trying to explain that after multiple attempt to have RWS send their contractors out and not fix the situation I was tired of not having the AC working The representative was interrupting me to raise her voice, then in the middle of my explanation she said she would hand up on me if I did not listen to herWithin seconds she hung upEver since then they will not return my calls Regards, [redacted]
First of all, they don't accept any claim until you get a detailed estimateGood luck with that99% of contractors charge you to come and give you an estimate, so if you end up getting anything for your claim, it will just cover the estimateThey approved only a portion of my plumbing claimWhat kind of plumber can you get to come out and fix a leak for only $94.00? RWS takes forever to process and approve or deny your claims, then take even longer to pay themI had to call them again and again and again to get closureThey don't return emails or phone calls and are very late with paymentsNot until I threatened to get the Revdex.com and lawsuits involved did I get anywhere with the overdue payments that they approved months earlier
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response 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.] The entire amount WAS not covered, and the "second damage" was not outside the day windowI have the conversation recorded and I have all emails concerning this issueI emailed several times asking about authorization concerning The initial cost was I am being reimbursed That is not the entire amount as stated The Home warranty claims that is secondary damageIt is not secondaryThe roof leaking caused the damage if you would like, please contact me and I will send you the recorded conversation as we disagreedI had to settle for The home warranty said he used HIS calculations to determine the cost ( maybe he needs a new calculator) Regards, [redacted]
The homeowner filed this claim on April yet did not submit a diagnosis and estimate until May Furthermore, the estimate was not itemized, as required by our policyHowever, our claims representatives went above and beyond their duties and contacted the contractor directly to determine the breakdowns of each line itemBased on that conversation, it was made clear that the contractor had:(1) made the mistake of including both a repair of the homeowner’s shower (which included non-covered items such as tile) and a complete replacement of the shower on the estimate, mis-marking one as a simple shower valve – a mistake that was supported by their earlier correct description on the diagnosis sheetThis mistake was fixed and the amount of a shower valve replacement, $for parts and labor, was approved in full; (2) included two services that are not covered by the homeowner’s policy (page delineates that plumbing stoppages (clogs) are not covered, and the only services re: toilets that are covered are the assembly parts in the tank)Therefore, the cable drain and toilet pull costs were removed; and finally (3) failed to include his diagnosis fee in the estimate, and so RWS added that amount on to her buyout Furthermore, the defect itself is the only thing covered because RWS does not cover consequential damage or secondary damage - please review your policy for detailsTherefore, the homeowner is actually receiving the entirety the faucet replacement and the cost of a shower valve replacement, minus her deductibles, plus her diagnosis fee and the check has already been submitted for processingHOWEVER, because RWS holds customer satisfaction so high, the homeowner may speak with her contractor and have them submit an itemized and corrected estimate for our review as we are more than happy to re-review the claim to ensure the homeowner is getting the highest amount possibleIf this is your preference, RWS must be informed by the end of this week so we can freeze the current claim and re-open your claim
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowWe had contractors come out and look at the water heater The first one, MrRooter, came out on April 26th He suggested the tank be replaced and moved to a new location When we spoke to RWS, we were told that they would cover up to $for the tank and labor The lady on the phone said she felt that he was overcharging So on April 29th we had the contractor that RWS had chosen, Eaton Plumbing, come out and look at it They also determined that the tank needed replaced When Eaton plumbing contacted RWS they said that they would not cover the repair so I called RWS to find out why I was told they would not cover repair due to a leak during the first days I called Eaton Plumbing back and told the lady what RWS told me She said that there wasn't a leak and that there must have been a misunderstanding and she called RWS back Eaton Plumbing then called me again and said that RWS said that they would cover $of the repair We still felt though that they were charging too much to do the replacement and chose to not have them do the repair We did however still pay the $deductible After The contractor left I looked through our booklet from RWS again and read where it said under rights of the customer that we "may request cash in leu of repair" and that same day, April 29th I called RWS and told them that I wanted to request the cash I was told that was fine and I would be sent a check When I questioned the man on the phone and said "so they are just going to send me a check?", he said yes That he would submit the claim that day and it could take up to days I asked him if he knew how much it would be for and he said $ After not receiving a check in the mail I contacted RWS in June and was told that they had no record of that conversation How do they not have any record of the multiple phone calls that day? No where in their booklet does it say that in order to request cash that they need an invoice And there was no alterations to the water heater Also, I never sent RWS an invoice so I am not sure what they are talking about This is just further proof of what a dishonest company this is I am attaching a copy of the invoice we have from Eaton Olumbing that proves that we did pay the $deductible and that they did come out on the 29th I don't understand how RWS can say that they would pay up to $towards the replacement and then say that the claim was denied Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response 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.] The 'receipt' that the RWS has was an initial estimate that was submitted to agent Aaron S [redacted] PRIOR to any work being startedMrS [redacted] issued an approval of the estimate while the contractor was still at the home so the work could be completed Mrs [redacted] also approved payment of this claim via emailIf this is not the company's policy on approving claims, the agent needs to be trainedHowever, as this repair was not critical to the functioning of the home, I would have elected to not get the work done if MrS [redacted] had followed the company's policy and informed me it was an uncovered repairTherefore I reject this reply because the 'estimate' was approved prior to work being completedI have witnesses to this fact Regards, [redacted]
This homeowner has already retained an attorney so all communications between the company and himself will need to be via his, and our, legal counsel/departmentHowever, as a quick recap (and reminder) to the homeowner regarding this claim, in order to mitigate this situation before this claim is transferred to legal: Firstly, the claim was filed February and the homeowner contacted RWS on February requesting a buyout in lieu of a repair, but RWS was unable to process it at that time due to not having received an invoiceThe homeowner had a contractor out on March but the complete invoice was not emailed to RWS until April On April 2016, RWS approved the buyout for $The homeowner has repeatedly claimed that he was made to wait for months when the reality is much simpler: the claim was filed and the homeowner took month to have a contractor out and another month and a half to get RWS a complete estimate with accurate contact information for the contractorThe claim was approved days after all necessary information was received Secondly, the homeowner has the incorrect assumption that his Simple Warranty will blindly replace an entire unit that fails when, in reality, the policy repairs/replaces the broken part; not the entire unitAs there were a multitude of parts that had failed, each part was appraised separately for the buyout, which was requested, on February by the homeownerThe policy states: “Should the Contract Holder wish to replace a repairable item, at their election, the Contract Holder may choose to receive a cash payment or allowance in lieu of repairIn such cases, the cash payment shall be made in accordance with RWS negotiated service and repair rates and may be less than retail”Finally, while RWS can appreciate the homeowner being upset at the multiple deductibles; the policy clearly states “a service call fee applies to each mechanical malfunction breakdown, for each distinct malfunctionAt times, multiple malfunctions may be discovered in the same componentA service call fee would apply for each repair or the actual cost to repair, whichever is less”Because the homeowner’s unit had multiple failures, multiple service call fees were required and while the homeowner may not be happy with this provision, it is clearly stated in the policy and will be adhered to in regards to his claimHis buyout has been turned in to processing, of which he was informed and, due to his having retained an attorney, his lawyer will need to contact RWS’s legal department for any information regarding this claim as we are unable to respond further due to the pending litigation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I understand but I am not satisfied because I think RWS's policy is very narrow and deceitfulI never approved the $for the faucet and bathtubI was not aware that there was a limit on reimbursement for the faucet I appreciate Revdex.com thoughThank you very much for your help Regards, [redacted] ***
Firstly, RWS would like to take this opportunity to assure the homeowner and clarify a few things: RWS does not hang up on people repeatedly, nor “intentionally [place] people on hold multiple times to irritate [them]”Due to high call volume, or the questions asked, a customer service representative may have to place a homeowner on hold to gather more information on the claim if the homeowner does not prefer to receive a call back with the information at a later point All contractors (especially those who are in the RWS network) schedule a window of time when they will arrive at the homeowner’s home – it is by no means necessary for a homeowner to wait at the house the entirety of the day on the chance that someone might show up – if the homeowner is stating they took off entire days to be available for a contractor due to something the contractor said – please let us know immediatelyWe’ve already reached out to the contractor who has assured us that a time frame was given but we would like to gather more information from the homeowner to ensure our policyholders are as inconvenienced as little as possible during their claims processing Based on the claim, it appears that the first contractor did not call the homeowner the day after the claim was reported, so another contractor was immediately dispatchedThe second contractor diagnosed the issue and spoke with RWS representatives on multiple occasions regarding the claimOur notes state that the second contractor did diagnose the issue to be a ‘cracked pipe’ and began work to remedy it Despite this, the homeowner called two days later to request that another contractor be sent out, which was immediately dispatched but, due to scheduling conflicts, this latest contractor wasn’t able to fit the homeowner into his schedule quickly enough, and so the homeowner was given permission to hire his own contractor, in order to expedite the repair as it had been a week, at that point – this occurred the day before the homeowner filed a Revdex.com complaint against the company The homeowner has stated “I asked to speak to a manager or supervisor, even the owner, “I was then told that there wasn’t no such individual here”This cannot be true as the customer service representative on the phone (1) is trained better than that and (2) because they did exactly as requested and the homeowner spoke with both the Manager of the Year Warranty Department AND the Director of the entire Company on separate days and occasions, all before this Revdex.com complaint was filed Finally, the homeowner is more than welcome to ask for a refund of his policy – the purchase price will be fully refunded to the party that paid, in this case to the Title Company for disbursement, absent only any claims already paid out, cancellation costs, and administration fees of approximately 10%If this is the option the homeowner would like to enact, please let us know immediatelyOtherwise, it appears the homeowner spoke with the Director of the Company the same day this Revdex.com complaint was filed and the Director immediately dispatched a third contractor (the homeowner requested another RWS networked contractor in lieu of contacting his own) and so this issue appears to have been resolvedHowever, if the homeowner still desires to have his policy cancelled, he simply needs to call in and it will be submitted immediately for processing
This homeowner filed a claim under a policy ahe had not purchased with his base one-year policyWhile the claim was, as the homeowner indicated, initially approved for a set amount should the ahave been purchased with his base policy, a final review revealed the homeowner did not purchase the aand so his policy did not cover for the claimGiving approval for a homeowner to contact their own contractor does not equal a blanket approval of any associated costs; it was made very clear that the contractor would have to contact us with a written estimate and diagnosis before the claim could be processedWhile no written estimate or diagnosis was provided, the homeowner did submit a receipt for reimbursement after the repair was completedUpon review of the invoice, it was clear that this claim was not covered under the homeowner’s policy due to the lack of the add-onWe here at RWS greatly value customer satisfaction and try to ensure the homeowner’s awareness of all covered and non-covered items in their warranty with us – we also try to cater to our customer’s needs by offering base policies with standard coverage and allowing each homeowner to build a custom policy with our aservices, so that their final warranty covers only what they need covers and fits in their budgetIf a customer chooses not to purchase an afor something they have in their home, RWS cannot be faulted for denying a claim for non-coverage
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowI am appalled that my claims are being questionedI have now provided my phone records from my statements for August, September and October to prove, once again that there was no communication to me from RWS even though RWS is falsely claiming they have " multiple records of conversations with the homeowner regarding her buyout" I will give RWS that benefit of the doubt that they perhaps have my account confused with anotherIf not, the allegations that I received multiple (or any) communications is false, and can be proved in the attachmentAlthough this continues to go in circles, please see the phone records that correspond exactly with my account of what happenedThe green stars indicate my calls to RWS and the yellow stars indicate incoming calls from RWS The call records show me calling twice on 8/to try to get a hold of someone about my claimThe records also shows my call on the morning of Monday, 8/to inquire about my claimI was told I would receive a call back, and as you can see from the records, I did not receive one The records also show me calling on the morning of Tuesday, 8/to say I still need a call back, and now the issue is more urgent because my a/c unit has completely failedThis would all be in the RWS recorded call logs which prove I stated that there was a new issue of the failed unitIf the RWS agent on the phone did not record the additional claim in my account, which I suspect because I never received follow up, then that is beyond my control and does not mean I did not issue a claimDue to my frustration with RWS that no one would respond to me to service my claim, I decided I could not wait any longer with a feline cancer patient in my house which was exceptionally warm, so I decided on my own to replace my unitAs expected, RWS still never responded to me in the days to come, and the next recorded communication is when I called again on Tuesday, 8/to express my extreme displeasure that days had gone by since I was told a second time I would receive a call, and still nothing happenedMy claim was completely ignoredAt that point, the agent told me that there was a note in my account that I would receive a $buyoutThat was the one and only time that I heard about the buyout, and it was due to a call that I made I thought the $was a fair compromise for the complete disregard for my claim, and therefore there was no further communication on the issue between me and RWSFast forward to 10/when I received the check in the mail for a fraction of what I was told I would receiveI immediately contacted RWS which is shown in my call recordsThe person I spoke with was sympathetic and said unfortunately there had been some bad business practices and people had been removed from the companyHe said he would see what he could do about my situationHe called to follow up on 10/and said he was still waiting on an answerHe then called again on 10/and said there was nothing he could doBoth calls are in my statement, and are the only incoming calls I received from RWS The statement below is disturbing, and hopefully it was written by someone confused at RWS and not one of the "bad apples" that should have been removed from the companyFurthermore, I never received any approval for my claim "With regards to the accusations regarding her claim buyout check, RWS has multiple records of conversations with the homeowner regarding her buyout, which the homeowner has mistakenly misreported in her Revdex.com response by stating “no one at RWS bothered to call and say they decided to offer a buyout”This is simply untrue as the homeowner was notified multiple times (including the first business day after she filed her claim when her claim was initially approved, along with each time she called in thereafter) that she would be issued a buyout check, which was currently being processedRegarding the last paragraph, I am not claiming I am owed money for the repairs or my new unit or went outside the warranty process and am still requesting paymentI am simply claiming that I called to complain that no one ever responded to me, and the man on the other line said I was receiving a $buyoutThis was the first I heard of itRWS saying they went above and beyond is a joke since my phone records prove I received no communications from themI had accepted the buyout as a remedy for the situation where RWS completely ignored my claim, never sent me an approval or denial, and did not help when I called back and said my A/C had failedThey forced me to act on my own, and the buyout was a fair remedy to the failed service from RWS Finally, I have attached the check I received from RWSIn the call on 8/when I found out about the buyout, I was told that per RWS's day check policy, the check would be cut by 10/When I received the check on 10/17, I saw it had been cut on 10/13, which was a week lateThat is when the agent told me there was a note in my account dated 10/explaining the decreased amount on the checkDecreasing the amount on 10/is passed the due date to cut my check, so changes should not have been allowed at that time Regards, [redacted]
Firstly, please be aware that it is not RWS standard practice to include tracking numbers with our claims payoutWe mail hundreds of checks weekly and, due to the costs of tracking, RWS always leaves it up to the homeowner to determine if they’d like their payment tracked, which would result in the tracking cost being deducted from their approved amountOtherwise, we mail the checks and, if notified they have not been received, we do all we can to get the homeowner’s money to them as quickly as possible, at no cost to the homeownerThe check for this claim was mailed in March but, because the homeowner has not received it and we have no indication it has been cashed, RWS has re-issued the check and re-mailed itWhen you receive the check, please call us and let us know the check number so that we can cancel the not-yet-received checkAlso, please be aware that you will be receiving a total of $
Revdex.com: I was not made aware in the multiple times I called that the check had been mailed once already That would have been nice to know 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 Regards, [redacted]
Mr [redacted] submitted two claims to RWS, both of which are partially mentioned in his complaintOne claim is clearly outside the scope of the day warranty, which Mr [redacted] has been informed of and which he agrees, due to it being an issue for homeowner's insurance rather than the day guaranteeThe second claim was approved by RWS and covered for essentially the entire amount asked for (not just 2/of the cost as referenced in the complaint)Mr [redacted] was contacted today by RWS's Director of Operations and has expressed satisfaction with his claim's handling and the amount he is receiving under his day warrantyHis check has been turned into accounting and will be processed and mailed accordingly
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowThis is a company who holds customer satisfaction at a high level but yet we’ve filed a claim April 28th and they didn’t send anyone out to follow up on the claim and we were put into a position to go to Hiller Plumbing to find out why we have a leak coming from the shower areas, under sink and toiletRWS Warranty had an opportunity to send someone that was contracted with them to get whatever information they desired without having to depend on Hiller Plumbing for a break downWe shouldn’t have to talk to OUR contractor which we don’t have one to fix our leak issueRWS Warranty should be talking to their vendor who they’ve sent out to fix the issue (they NEVER sent one)Also RWS Warranty alluded to a buyout which we don’t have any knowledge of or paper work to confirm any buyoutThey allegedly claim they have paperwork but won’t send them because my wife and I contacted Revdex.comIt’s been days and still RWS Warranty has not sent their own contractor out to follow up on our claim nor did we receive any funds from them to take care of this issueWe have voice recordings from telephone conversations we’ve had with RWS Warranty trying to get this issue taken care ofI don’t know how you fix a leak problem when RWS Warranty are stating we’re not covered under Hiller Plumbing break down but yet we’re covered to fix the leakVery confusing but RWS holds customer satisfaction at a high level Regards, [redacted] / [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowThere are so many spelling errors in this response; it almost makes the entire document painful to read One major aspect of my complaint that was never address by RWS Counsel is the phone calls and emails that were never returned We left messages beginning on June concerning our AC that were never returned To this date, I have never received a phone call or email from anyone at RWS The contractor RWS selected and sent to my house (Freedom Heating and Air) on June 26th completed their inspection and began calling RWS for approval to complete the work the afternoon of the 26th No one returned his phone call either As of 12:pm Monday June 29th, no one at Freedom had ever heard from anyone at RWS The diagnosis submitted by Freedom was well above and beyond what it took to make my AC unit cool The technician told me the unit was low on refrigerant The leak check alone was almost $plus $per pound for Freon At that point the AC was cooling somewhat The technician also told me: the fan motor was bad, the coil was clogged, and both the inside and outside coil needed to be cleaned After the technician left, the unit was blowing hot air I had to buy a window unit for my bedroom because the temperature in the house was over degrees After the total lack of effort and communication on June 29th, I found a company who could come the next day He inspected the inside coil and outside and checked the entire system The only thing he found was the system to be completely out of Freon He put lbof Freon in the system to see if he could locate a leak He found the leak to be an open valve that was checked by Freedom on the 26th The system that was low, was mysteriously completely out of coolant ..explaining the hot air coming from the vents as soon as freedom left The tech closed the valve and completely filled the system with pounds of coolant at a rate of $per pound vs $at Freedom He also found the fan motor in working condition and both coils to be clean Other than the age of the unit, everything was in working order when he left and has not given a single problem since the repair on the 30th of June I spoke with Frankie at RWS and informed her of the huge difference in price and evaluation of the two companies I talked with the owner of freedom and he did not have any explanation for the charges He did tell me if I would have them come back without using a warranty company, he could cut me a better deal on rates In my mind, this is fraud Inflating the rates and doing unnecessary work is not good business Frankie asked me to send her copies of the Freedom estimate and the copy of the invoice I paid for $ After receiving them, she informed me she would file the clam and follow it through She thanked me to being honest and saving them what could have well exceeded $2, I spoke with Frankie several times and she informed the claim had been accepted and sent to accounting for payment They had deducted two amounts of $for two separate service calls I asked why the second deduction was made and never received an explanation why Last week, I spoke with Tony She gave me the same story that the claim had been accepted and had been sent to accounting for payment All of this time, no one ever told me on any occasion the claim was denied No one has ever called me or initiated any communication from RWS I requested the refund because the customer service is fantastic when they want to sell you a warranty If you need to use it, the service is the polar opposite I thought I was doing what is right by informing them of a large discrepancy in the estimate of work and what it actually took to complete the work Everyday this was going on my family had to live in a house that was HOT to say the least I understand they don’t want to pay That is very easy to see The maximum payment per claim is $on the day warranty There is no deduction for deductible or service calls I paid $to resolve the issue If they want to deduct for a service call, that’s fine That brings the balance to $.I will accept it and walk away I was told multiple times the claim was accepted, and now they say it was immediately denied Every time I have been told anything, it has been with a phone call from myself to RWS and never the opposite
Thank you for your October letter to Residential Warranty Services, Inc("RWS") regarding Mr [redacted] at [redacted] ***Upon review of his complaint, it appears that the homeowner, unhappy with the coverage his RWS Warranty provided for his flooded basement, took it upon himself to negotiate a "side deal" with the contractor at his home, which has led to the issues in his complaintPer the homeowner's warranty coverage, RWS installed a sump pump that the homeowner, evident in his complaint, deemed to be inferior to the sump pump that had failedAs a result, per the homeowner's own words "the subcontractor stated that he can install a real good primary and secondary sump pump for $plus $for the deductible, which brought the total amount that I will pay him to $1,I agreed." By the homeowner's own statement and understanding that this was a side deal not included in the RWS warranty coverage, RWS is in no way responsible, financially or otherwise, for any disputes regarding that side dealEven the homeowner's argument of "but for [the RWS manager's] actions I would have no dealings with [subcontractor]" holds no weight because the homeowner was under no obligation to make a separate, side deal with any contractor RWS sends outRWS contractors are dispatched to homes to diagnose the problem and act in accordance with the terms and conditions of the homeowner's RWS warrantyThis homeowner voluntarily chose to interfere with that arrangement and negotiate a separate deal - a deal that did not include RWS, that RWS did not approve of, that RWS was unaware of until the homeowner's phone call after the fact, and a deal that, as a result, RWS has zero responsibility forAdditionally, because RWS holds customer satisfaction so high, RWS representatives, once notified of the side deal by the homeowner, did all they could to help the contractor and the homeowner towards a resolutionUnfortunately, the homeowner took advantage of this professionalism and, despite being told repeatedly that his side deal did not involve RWS, took it upon himself to uninstall the secondary system and mail it to RWS headquartersUpon receipt, RWS reached out to the contractor who, albeit confused, because the system should have been returned to him, not RWS, personally picked up the system from RWSIn conclusion, as the homeowner was told repeatedly by a RWS manager, his issue lies exclusively between himself and the contractor he hired, outside of his warranty obligations, to perform additional work on his home Thank you for your time, I look forward to hearing from you Alix LV [redacted] , EsqGeneral Counsel - Residential Warranty Services, IncPro Med Lane, Carmel, IN (317) 573-(tel.) (317) 218-(fax) al ix@al I xv [redacted] ***com