This by far is one of the worst companies I have ever dealt with. I should of know when I called them out for my a/c unit. After getting the run around to get a contractor to come out, when someone finally came, they said they were told not to work past their regular business hours because colonial will not pay for their overtime. The best part about the visit was that the contractor didn't even do anything. He spent maybe of total of ten minutes doing nothing I couldn't have done myself. However, what he did do is tell them my unit was too small for my home. From there I called colonial to see if I could get a second opinion, but all they told me was because that contractor said my unit was undersized it would no longer be covered. The sole reason I got the coverage was for my a/c unit. At that point I knew I was dealing with a bunch of scammers. This winter, I ran into a problem with my heat pump. I called to put in a claim, and I asked them, if it was even worth it because they told me my unit wasn't covered and I don't want to have to pay a co-pay just for them to tell me they won't fix the problem. Of course they said, its ok we'll submit your claim. When the contractor came out, he diagnosed the situation and discovered I needed a new compressor. I also asked him if this could have been caused by my unit being too small for my home. He told me that my unit was appropriately sized, and colonial should have never been told anything different. Based on that, I figured, well this is good, colonial sent out a contractor, he diagnosed the problem and let them know that my unit is appropriately sized and therefore should be covered. Wrong, silly me for thinking that they would side with a contractor they sent out. I asked again if they would send someone out for a second opinion, of course the only answer they gave was our records show that your unit is undersized, and would not be covered. Basically because the diagnosis the contractor THEY sent out indicated that my unit should be covered but they decided to disregard his professional knowledge and side with the previous company who whose diagnosis saved them money. The only thing I could do was pay for the repairs myself, submit an authorization dispute, which can only be done via email, and if they decided to pay they would reimburse me.By the way they have 30 days to respond via email or letter. Of course there is no way to talk to someone in their corporate office, anyone you talk to says they only contact them through email. I am convinced that the office doesn't exist. I am completely outraged that a company such as this one is allowed to offer services, when they do their best to avoid holding up their end of the bargain. After this was all said and done they had the nerve to send me a letter and call asking me if I wanted to renew my service. This company absolutely disgusts me. If you have colonial I suggest you drop it now and get a refund as soon as possible. If you are a contractor stay aways as well, the gentlemen who diagnosed my heat pump issue told me he was getting the run around for payment as well. I am not convinced that any positive reviews on this company are real, and Im not convinced this company is legit. Stay away!
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