Buyers Protection Group
1011 Avenue of the Americas, 4th Floor
New York, NY 10018
Gentlemen:
I sent the following complaint to BBB against your company.
This refers to the service agreement (copied below) we entered with BPG.com on purchase of our Samsung refrigerator - (purchased online from Homeeverything.com). The date of purchase is 5/30. The purchase price included 5 year extended warranty from BPG. The refrigerator was delivered on 8/2. On receipt of the refrigerator, we entered all information on BPG web site for 5 year warranty coverage for repair. BPG confirmed the Extended Protection Plan via email on 9/1 at 7:43 PM. I can now access the BPG web site to confirm the existence of the service contract we entered with BPG. Please note the content of my account information on BPG web site shown below. We further called BPG at 800-779-9006 to confirm the validity of this contract.
Our refrigerator started having problem in the night of Thursday (4/4). On Friday (4/5) morning between 7:00 AM and 8:30 AM, I called BPG at 800-779-9006 several times and left message each time describing the problem with the subject refrigerator. BPG did not call back.
In the meantime the refrigerator failed to operate completely & we purchased a stand-by refrigerator from Home Depot at 6:40 PM on the same Friday to save our food (we had organized a get together on following Saturday morning) from getting wasted. We paid $583.58 for this refrigerator.
We continued following up calling BPG for help & did not get to talk with any BPG employee. My wife left several messages on BPG phone mail.
On Friday, 4/12, an employee from A&E called my wife and informed her that he was scheduled to repair our refrigerator that afternoon. My wife agreed to have him come that afternoon. The technician (Mr. Craig) arrived at our home at 1:00 PM. My wife assumed that he was finally sent by BPG on basis of the phone messages we have been leaving on BPG phone system. Before Mr. Craig started working, he checked for contract information and informed my wife that we were not covered by any contract and his services would have to be paid by us. My wife refused to use this service at our cost since we were covered by a contract with BPG and Mr. Craig left without doing any work.
After Mr. Craig left, On Friday (4/12) afternoon, my wife finally got hold of a BPG employee on phone. The gentleman from BPG (my wife did not take the name down) informed her that we did not have any coverage. When my wife informed the gentleman that she was looking at the contract on the BPG web site, he responded that his computer was down & he could not see our account. My wife then requested to speak with the manager. The gentleman put her on hold for nearly 45 minutes and then hung up the phone. She tried to call again and no one picked up the phone.
At this point we were desperate to save our refrigerator & called Samsung customer service. Samsung arranged for an A&E technician to work on the refrigerator.
Finally we decided to get the repair done at our cost. My wife called Samsung customer service on the same day (4/12) for help. Samsung informed her that since we did not have a service agreement with them, the repair would be performed at our cost and my wife agreed to pay for the service. Samsung arranged for A&E to schedule their technician to arrive at our home on 4/15 at 1:00 PM.
A&E tech, Craig arrived on 4/15 at 1:00 PM. While Craig was troubleshooting the problem, a gentleman for BPG called my wife in response to the messages we left. He asked her if a technician had visited our home. She informed him that a technician had come on 4/12 and could not proceed with the work since BPG did not approve the payment. This gentlemen informed that we did not have any contract with BPG.
In the meantime Craig from A&E informed my wife that it would cost $ 298.17 for the repair including parts & labor. My wife agreed to pay the amount. Craig ordered the parts with an advance payment of $143.37 for the parts to be ordered and scheduled to complete the job when the parts arrived. Craig finally arrived at our home on Friday, 4/19 and completed the repair. My wife paid A&E the remaining due of $ 154.80 to complete the transaction.
I am now claiming the cost of repair and the refrigerator we bought as standby. The repair cost was $298.17 and the stand-by refrigerator was for $583.58.
We tried to enter the above complaint on the web site of BPG & received the following message when we pressed the submit button:
Bad sequence of commands. The server response was: This mail server requires authentication when attempting to send to a non-local e-mail address. Please check your mail client settings or contact your administrator to verify that the domain or address is defined for this server.
Desired outcome:
1. Settlement amount of $ 883.75., that includes $ 298.17 for repair that was done on the refrigerator and $583.58 purchase price of a stand-by refrigerator. All receipts and documents in support of my above claims are available on request.
2. A letter of assurance from BPG to provide us with service for the remaining term of the contract.
Complaint Submitted on 4/20/13
Your complaint has been submitted and assigned the ID 9512446. For your reference, a copy of your complaint appears below. You will also receive an email with a link that you may use to view this complaint.
The complaint is being handled by the dispute center listed below. Please contact them with any questions.
Better Business Bureau Serving Metropolitan New York (New York, NY)
30 East 33rd Street 12th Floor
New York, NY 10016
Inquiry@newyork. BBB.org
Web: http://www.newyork. BBB.org
Consumer Information
Date Filed: 4/20
Sal: Mr.
First Name: Ashok
Middle Name:
Last Name: (Personal Information Removed)
Suffix:
Address: (Personal Information Removed)
UNITED STATES
Daytime Phone: (Personal Information Removed)
Evening Phone: (Personal Information Removed)
Fax:
Email: (Personal Information Removed)
Business Information
Business ID: (Personal Information Removed)
Name: Buyers Protection Group
Address: (Personal Information Removed)
City: New York
State/County: NY
Zip/Postal Code: 10018
Business Phone Number: (Personal Information Removed)
Specified Location
Complaint Against: (Personal Information Removed)
Problem
Nature of Complaint: Guarantee Or Warranty Issues - The failure to provide a promised written warranty or guarantee
Problem: This refers to the service agreement (copied below) we entered with BPG.com on purchase of our Samsung refrigerator - (purchased online from Homeeverything.com). The date of purchase is 5/30. The purchase price included 5 year extended warranty from BPG. The refrigerator was delivered on 8/2. On receipt of the refrigerator, we entered all information on BPG web site for 5 year warranty coverage for repair. BPG confirmed the Extended Protection Plan via email on 9/1 at 7:43 PM. I can now access the BPG web site to confirm the existence of the service contract we entered with BPG. Please note the content of my account information on BPG web site shown below. We further called BPG at 800-779-9006 to confirm the validity of this contract. Our refrigerator started having problem in the night of Thursday (4/4). On Friday (4/5) morning between 7:00 AM and 8:30 AM, I called BPG at 800-779-9006 several times and left message each time describing the problem with the subject refrigerator. BPG did not call back.in the meantime the refrigerator failed to operate completely & we purchased a stand-by refrigerator from Home Depot at 6:40 PM on the same Friday to save our food (we had organized a get together on following Saturday morning) from getting wasted. We paid $583.58 for this refrigerator. We continued following up calling BPG for help & did not get to talk with any BPG employee. My wife left several messages on BPG phone mail. On Friday, 4/12, an employee from A&E called my wife and informed her that he was scheduled to repair our refrigerator that afternoon. My wife agreed to have him come that afternoon. The technician (Mr. Craig) arrived at our home at 1:00 PM. My wife assumed that he was finally sent by BPG on basis of the phone messages we have been leaving on BPG phone system. Before Mr. Craig started working, he checked for contract information and informed my wife that we were not covered by any contract and his services would have to be paid by us. My wife refused to use this service at our cost since we were covered by a contract with BPG and Mr. Craig left without doing any work. After Mr. Craig left, On Friday (4/12) afternoon, my wife finally got hold of a BPG employee on phone. The gentleman from BPG (my wife did not take the name down) informed her that we did not have any coverage. When my wife informed the gentleman that she was looking at the contract on the BPG web site, he responded that his computer was down & he could not see our account. My wife then requested to speak with the manager. The gentleman put her on hold for nearly 45 minutes and then hung up the phone. She tried to call again and no one picked up the phone. At this point we were desperate to save our refrigerator & called Samsung customer service. Samsung arranged for an A&E technician to work on the refrigerator. Finally we decided to get the repair done at our cost. My wife called Samsung customer service on the same day (4/12) for help. Samsung informed her that since we did not have a service agreement with them, the repair would be performed at our cost and my wife agreed to pay for the service. Samsung arranged for A&E to schedule their technician to arrive at our home on 4/15 at 1:00 PM. A&E tech, Craig arrived on 4/15 at 1:00 PM. While Craig was troubleshooting the problem, a gentleman for BPG called my wife in response to the messages we left. He asked her if a technician had visited our home. She informed him that a technician had come on 4/12 and could not proceed with the work since BPG did not approve the payment. This gentlemen informed that we did not have any contract with BPG.in the meantime Craig from A&E informed my wife that it would cost $ 298.17 for the repair including parts & labor. My wife agreed to pay the amount. Craig ordered the parts with an advance payment of $143.37 for the parts to be ordered and scheduled to complete the job when the parts arrived. Craig finally arrived at our home on Friday, 4/19 and completed the repair. My wife paid A&E the remaining due of $ 154.80 to complete the transaction. I am now claiming the cost of repair and the refrigerator we bought as standby. The repair cost was $298.17 and the stand-by refrigerator was for $583.58. We tried to enter the above complaint on the web site of BPG & received the following message when we pressed the submit button: Bad sequence of commands. The server response was: This mail server requires authentication when attempting to send to a non-local e-mail address. Please check your mail client settings or contact your administrator to verify that the domain or address is defined for this server.' Buyers Protection Group 1400 Broadway, Suite 816 New York, NY 10018 bpgservice.com Service Plan (s) Agreement No. • 5 Year (s) - 9946802622516 Registered Customer Information Ashok (Personal Information Removed) Email: (Personal Information Removed) Day: (Personal Information Removed) Evening: (Personal Information Removed) Mobile: (Personal Information Removed) Covered Product Information Service Plan Agreement No.: 9946802622516 Registered Purchase At: Home Everything Manufacturer: Samsung Model: RF266AEWP Date of Purchase: 5/30 Coverage: 5 Year (s) Major Appliance under $2,500.00 Product Serial #: JJ084GBB100378 Deductible: $0.00 ' Desired outcome: 1. Settlement amount of $ 883.75., that includes $ 298.17 for repair that was done on the refrigerator and $583.58 purchase price of a stand-by refrigerator. All receipts and documents in support of my above claims are available on request. 2. A letter of assurance from BPG to provide us with service for the remaining term of the contract.
Desired Outcome
Desired Settlement: Refund-Cash
Desired Outcome: 1. Settlement amount of $ 883.75., that includes $ 298.17 for repair that was done on the refrigerator and $583.58 purchase price of a stand-by refrigerator. All receipts and documents in support of my above claims are available on request. 2. A letter of assurance from BPG to provide us with service for the remaining term of the contract.
Complaint Background
Not all of these questions are required. Please provide as much information as you have.
1. Product/Service Purchased: Buyers Protection Group Warran
2. Model Number: RF266AEWP 26 cft. French Door
3. Contract, Account, or Policy #: 9946802622516
4. Order #: CH0185485
5. Purchase Date: 5/30
6. Date Problem First Occurred: 4/5
Dates you complained to the company/organization
7. First Date: 4/5
8. Second Date: 4/8
9. Third Date: 4/12
10. Payment Made: In Full
11. Payment Method: Credit Card
Name of Sales Person
13. First Name: Unknown
15. Last Name:
17. Purchase Price: $1,428.89
18. Disputed Amount: $881.75
Buyers Protection Group
1400 Broadway, Suite 816
New York, NY 10018
bpgservice.com
Service Plan (s) Agreement No.
• 5 Year (s) - 9946802622516
Registered
Customer Information
Ashok (Personal Information Removed)
Email: (Personal Information Removed)
Day: (Personal Information Removed)
Evening: (Personal Information Removed)
Mobile: (Personal Information Removed)
Covered Product Information
Service Plan Agreement No.: 9946802622516 Registered
Purchase At: Home Everything
Manufacturer: Samsung
Model: RF266AEWP
Date of Purchase: 5/30
Coverage: 5 Year (s) Major Appliance under $2,500.00
Product Serial #: JJ084GBB100378
Deductible: $0.00
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