Complaint Review: 90day@rws - Carmel Indiana

I have been contacted by 90Day Warranty RWS and they are working with me to resolve my complaint.

I believe that I have been patient with 90Day RWS. I submitted my claim on May 26, 2014. They contacted me via email on the following day (May 27, 2014) stating that they received my claim and that they would be in touch within 72 hours. A claim rep called me within that time frame and stated that they were reviewing the claim and that they would be in touch. Since that phone call, I did not receive any communications from this company. Thirty days later (June 26, 2014) I sent an estimate via email and asked them to contact me as soon as possible if they had any questions or comments.

 

That same day, they emailed me back and stated that they would add this information to my file for review and would contact me with questions for further information or with my claims decision when the claim has been properly reviewed.

 

After not receiving anymore communications from them, I sent a second estimate on 7/7/2014. In that email I asked them to confirm that they received this second estimate and I also asked them to contact me if they needed any further documentation from me. I did not receive any word from them.

On July 10, 2014, I sent another email asking if they received my second estimate. I reminded them that it had been since June 26, 2014 since I last heard from them. That day I received an email from them stated that they received the second estimate, that the claim was being reviewed, and that they would be in touch soon regarding the decision or with inquiries for further information.

I waited thirteen more days but still received no word from them. On July 23, I emailed them and informed that this was my third written request for an update on my claim. I asked them to let me know what was happening.

After nearly a month, there still was no word from them. That is when I filed this complaint. Soon after my complaint posted, they called and left me a voicemail stating that the individual handling my claim had quit and that my claim had been overlooked. A few days after that phone call, I was informed that they needed the inspection report (which I would have been more than happy to submit again had they informed at any time that they lost it). All of my documentation (except for the estimates) were submitted back on May 27, 2014.  I have given this company ample time to inform me that they could not locate the inspection report.

I'm glad that someone has finally responded but I'm very disappointed that I had to write a complaint to receive word from them. I am interested in moving forward with the company as long as my claim is being handled professionally and timely. There is no excuse for the miscommunication and the large delay of time to resolve this situation (initial submission of claim 5/27/2014 and today's date is 8/17/2014 ... almost three months).

I will be very happy to post the positive steps that 90Day RWS takes from this point forward as such steps occur. Like I said before (a few days after I posted my complaint here) they have called to say that they need another copy of the inspection report and communication is a step in the right direction. I have every hope that they will follow through in communicating with me as I am ready to close this chapter. At this time, I have asked that all of our communications be made via email.

 

Rachel,

There are 3 items we require to process a claim.  The third one is a copy of your inspection report, which we have not received.

As soon as we have received it we will process your claim expediently, as we do for 700+ claimants weekly.

Thanks!