- Report: #786363
Complaint Review: Amana Extended Service Plans - Internet
Reported By:
South Florida Resident -
Palm Beach Gardens, Florida, USA
Submitted:
Updated:
-
Author Confirmed
Why?
Amana Extended Service Plans
P.O. Box 105689, Atlanta, GA 30348 Internet, United States of America
Phone:
1-866-671-7991
Web:
www.AmanaExtendedServicePlans.com
Categories:
Business Rating:
(0)
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Amana Extended Service Plans Maytag Extended Service Plans Unauthorized Charge - Multiple Charges due to Faulty Website Internet
In July 2011 I purchased an Amana Washer and Dryer from BrandsMart. I am not a fan of service plans, but will buy one if the product is over $500 and used frequently. I bought the BrandsMart plan on the washer, but not the dryer. In September I received a solicitation letter from Amana Extended Service Plans and decided to purchase the 3-year plan for $83.66. I went online and tried to register, using my Discover Card. I did not receive a confirmation number, so I figured it did not work, so then I used my MasterCard with the same results. So I then completed the coupon and mailed it in with my MC number.
I checked my transactions for both cards and found three (3) charges for $83.66 on my MasterCard and one (1) for $83.66 on my Discover card. I sent 2 emails to customer service on the Amana website, only to receive an answer a few days later, which said they could not help me. (In other words, "That's not my job".)
I called 1-866-232-6244 on October 1, 2011 and a customer service agent named Jennifer told me to fax documentation to "Client Service Manager", which I did. She said they would "research" it and get back to me. No one got back to me. I wrote a letter to Whirlpool about the matter as this company is their agent, and no one has responded.
Today I checked to see if my MC had been credited for the multiple charges, only to find they had NOT been removed and yet an additional UNAUTHORIZED $83.66 had been charged on October 5, 2011. I called 1-866-671-7991, the merchant number given under transaction details and spoke with a man named Chris, who said the manager Rhiannon was "looking into it" but would not be back till Monday. He asked if I had called during the week and I informed him I was told someone would contact me, but had not. He told me he had no explanation for the additional charge, nothing could be done about it till Monday, that I should call back on Monday. In other words, it is on me to get my money back. AGI Extended Service Plans is not going to reimburse it without a struggle.
I called Barclays MasterCard and they suggested I send documentation to their Dispute department. They said they could not block this company from charging my credit card. This company has now charged me $418.30 for an $83.66 plan. Given their slow response, this seems to be their way of doing business. It is rather bizarre that they charged me AFTER I submitted my complaint on October 1, 2011. Evidently Whirlpool does not seem concerned about their agent's actions either.
I checked my transactions for both cards and found three (3) charges for $83.66 on my MasterCard and one (1) for $83.66 on my Discover card. I sent 2 emails to customer service on the Amana website, only to receive an answer a few days later, which said they could not help me. (In other words, "That's not my job".)
I called 1-866-232-6244 on October 1, 2011 and a customer service agent named Jennifer told me to fax documentation to "Client Service Manager", which I did. She said they would "research" it and get back to me. No one got back to me. I wrote a letter to Whirlpool about the matter as this company is their agent, and no one has responded.
Today I checked to see if my MC had been credited for the multiple charges, only to find they had NOT been removed and yet an additional UNAUTHORIZED $83.66 had been charged on October 5, 2011. I called 1-866-671-7991, the merchant number given under transaction details and spoke with a man named Chris, who said the manager Rhiannon was "looking into it" but would not be back till Monday. He asked if I had called during the week and I informed him I was told someone would contact me, but had not. He told me he had no explanation for the additional charge, nothing could be done about it till Monday, that I should call back on Monday. In other words, it is on me to get my money back. AGI Extended Service Plans is not going to reimburse it without a struggle.
I called Barclays MasterCard and they suggested I send documentation to their Dispute department. They said they could not block this company from charging my credit card. This company has now charged me $418.30 for an $83.66 plan. Given their slow response, this seems to be their way of doing business. It is rather bizarre that they charged me AFTER I submitted my complaint on October 1, 2011. Evidently Whirlpool does not seem concerned about their agent's actions either.
1 Updates & Rebuttals
South Florida Resident
Palm Beach Gardens,Florida,
USA
Assurant, Inc., not Amana - Resolved after 2 1/2 Months
#2Author of original report
Sun, December 18, 2011
The five (5) charges have finally been reversed and/or refunded after multiple phone calls, faxes, mailings, including certified mail with extensive documentation to a company called Assurant, Inc. (and Barclays MasterCard Merchant Disputes)with at least 16 dbas, or aliases. The company uses a lot of P.O. Boxes and a customer service center in Atlanta, but with a contact address in Miami, which looks like a home address. If you refer to the Better Business Bureau reviews for Southeast Florida, Assurant is the actual company with 815 complaints closed within the last 3 years, with 432 closed in the last 12 months. I also complained to Whirlpool (Maytag/Amana) but, to the best of my knowledge, they did not intervene. They called me in response to my first letter over 2 months ago and last week again. Interestingly enough both Assurant and Whirlpool responded to my complaints to the Better Business Bureaus. An Assurant representative in Dallas, Texas responded to my BBB complaint and told me he had the Assurant sales department working on the problem.
MasterCard Merchant Disputes department was often les than helpful, taking the word of the Assurant customer service rep that the complaints had been resolved, when they had not been. Half of my calls to Barclays MasterCard went to the Philippines, where the agent obviously spoke English, but, given the outcome of the call, probably did not actually comprehend English. I also filed a complaint against Assurant on the DOJ's IC3 website (Internet Crime Center - FBI). I should have kept track of the time and expenses in terms of office supplies and postage to get this resolved. I don't understand why it could not have been resolved with a phone call and the complete documentation I provided at the beginning of the merchant dispute.
