Hi,
This is my horrible and worst home warranty experience that I would love to share. I purchase home warranty from Colonial over the phone and they claimed that their service is good and timely. I bought the warranty in Dec. 15th 2010 and started the contract Jan 15. I recently have a stoppage issues on the second floor sink and made a claim request on 24th Jan. The claim was issued to the plumbing contractor, Ana Roys, Royco Plumbing.
It wasn’t many tries (trust me, many calls and voice messages to the plumber and Colonial) that I got reply from the plumber to come over on 26th Jan. After spending 5 mins upstairs, he claimed that he would need authorization from Colonial to do the job to clear the stoppage. I told him that I would need it to be fixed prior to 30th Jan because I am going out of town for 2.5 weeks. The plumber, Sergio claimed that he would call Colonial on 27th and should be able to get back to me on the same day. I am kind of septical, hence, I call the plumber on 27th, which of course, I did not get them… I immdiately call Colonial to check on the status, but Colonial claimed that the system is down and they could not check. I requested them to send urgent request for someone in charge to get back to me. I did the same on 28th, 29th, and 30th (prior to my departure). NO RESPONSE from anyone – no plumber, no Colonial. I felt that I am left hanging in mid air with no reply.
When I am in Singapore (yes, in Asia). I wrote to them on Contact Me. For them to get back to me on the status on 2nd of Feb (which is 3rd Feb in US). They wrote 2 days later:
“The contractor informed Colonial that this was a main-line backup with no accessible ground level clean out. Per our terms, Colonial only covers main-line backups when there is an accessible ground level clean out. We did inform the contractor of this, we apologize for any inconvenience.”
Imagine how I feel, recieving this. It is not claimed and I paid my service call for $45 for 5min. No recommendation from Colonial or plumbers. I am really pissed. It sounds so scam. I bought home warranty to cover things happened in the home, and I repeatedly asked the sales rep. About the coverage. They claimed that plumbing is covered. Furthermore, the contractor should be able to tell me that it is not covered by the Colonial on the spot or call me in advance. No news from Colonial “authorized” contractors. No news from Colonial till I sent messages out. Ok, I think it is my fault that I did not read the fine print contract carefully… Comeon everyone, this is like the financial credit card, full of technical jagons and I don’t understand most of it. I trust customer service and think I am covered.
I tried message them again and their reply is of no use. No recommendation. Let me say no news from the plumbing contractors.
I tried calling Colonial service line and try to get some resolution. I was passed on to the supervisor call, Brian, requested detail examination for my line. This supervisor was rude and refused to help me in anything or trying to resolve my agony. I requested another plumber to come out to inspect, but instead of getting my original service call (if the result is the same), he insists that I have to foot all the service call charges, because I do not trust the “authorized” contractor that Colonial sent. It is not Colonial responsibility to get customer’s claim resolved at a specific time frame. That means, it is okay that they do not get back to me. I am already pissed by his “hard ball” comment and attitude by this time.instead of helping, he only quote me on the contract stating that it is my fault of not reading the contracts and I cannot get out of it or cancel it because it is after 30 days. He then rudely hang up on me before I could have anything resolved. I tried calling the corporate office, but no one ever get back to me. As usual, no response.
Colonial Warranty does not have a very good customer service. If their supervisor is rude, and not willing to help their customer on resolving the issues. From the timeline perspective, the process took 2 weeks to get any response and it is on my part to chase after it.
I would like a proper explanation for the bad customer service that I recieved and the lag of information update. I would also like to have the plumber redo the inspection and give me a better explanation, instead of 5 min... I think it is reasonable that in the condition of no coverage, it would be a good service that the "authorized' plumber provides detail explanation and quote if it is not covered, and not disappear from the surface of the earth.in short, not contactable (did try to call the plumber, for better explanation, since Colonial is not helping much and rude, but no one contact me). This is really a BAD BAD customer service...
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