Colonial Home Warranty
Complaint 255623 Details

1. I have never seen the contract that was originally signed for the property at 11 Las Cruces Terrace. It was not signed by me or my wife and although we have repeatedly ask to be given a copy of this legal document that your company tries to use as a sledge hammer, we have been told NO. You have a legal obligation to present any contract you are trying to enforce, but seems like your only line of contact is still using smoke signals to communicate as “they don’t have e-mail”, I have been told.
2. When I first called in hitting “after hours” although it was still before 4 PM central time. I was told that since the previous owner of the home had not transferred the account login information to me I could not put in a claim. This was not true and it had been done more than 6 months ago, but shotty record keeping is the least worry for your company.
3. Finally two days later a case was opened and I was informed I would be called back with technician information. 1 week later after no calls, e-mails or any communication, I called back only to find out that you couldn’t find a technician and I was told if I wanted to get the item fixed I needed to hire my own technician and I would be reimbursed the expenses as long as I had them call in when they arrived on site. This was all done by the book.
4. The technician arrived called was beginning to fix the coil as approved by your company, when he found that the control pad was loose and threatening to short out the entire stove. He called back and informed them that the part was no longer available, they informed him to stop the repair and they would look for the part. If it had been available the charge for fixing the element would have been $175-$200 and the cost of the control would have been $100 plus labor.
5. You’re “manager”, “lead”, “supervisor”, etc Justin Kord then calls me to inform me that since it is an unavailable part that you would reimburse me $165 minus my $65 fee per my contract. For a buyout of $100. Mind you that you couldn’t get a technician, you can’t find the part, and if you had it would have cost you $250-$300 that doesn’t matter. EVERY OTHER HOME WARRANTY REPLACES THE UNIT! I informed him that I do not have the contract and want a copy of it, NOPE can’t do it. But I can send in the invoice and they will consider adjusting the buyout. Attached are two copies of his invoice, because the first scan was cutting off a sliver of the edge of the receipt that had NO writing on it, but it allows for another day delay.
6. Calls back several days later (actually 5 calendar days) and informs me that yup he charged me $65 for the service fee (not including tax but hey sure stick it to the customer) and that you would still only authorize the buyout of $175. I then asked again for a copy of the contract, a copy of the vendor pricing for the parts that you are quoting to validate your pricing (phone numbers for the vendors for me to call and validate that this isn’t made up) and again the answer was nope you can’t have any documentation. Again this is not legal you must present your foundation for your claim to invoke a cockamamie clause in a contract that I have never been allowed to see.
7. I understand your business, it is very cut and dried. You make a guess that only a small percentage of the policies taken out will ever have a claim against them. When they do you have actuarial tables that explain how much loss you should expect from XXX number of claims. Sorry guys on my policy you lost.