We returned from a cruise on 6/23 to discover no A/C. We called right away and were told someone would call us back. They called that evening and set up a service call for the next day. Impressed? I was... Until the guy who showed up had NO people skills, couldn't answer our questions and told us we'd need to spend a minimum of $1800 for all the items not covered. Our policy indicated everything he mentioned is covered. No one can tell us why it's not.
The contractor indicated that the report would be filed Mon morning and they would contact us for repairs. We called them ALL day Mon (from work and cell phones driving home). We were told the contractor isn't returning their calls, the report wasn't done, they'll look into it. We were disconnected 3 X and no one bothered to call us back. They know who we are! When you call back you go through the entire hold process again.
Mon at 10pm we finally got through only to be told the report was still not done and she'd get back to us Tue morning. Here's how the day went:
I called this morning and was told that they still did not have the report. I was told by the cust serv rep that she would call back once she received the report. No call back. I called back was sent to her voice mail and left a message, no call back. I called back and left a voice mail with a supervisor (supv) and no call back. I called again and was transferred to the rep and it went straight to voice mail. I finally got hold of the original call after the call was transferred to the cust serv queue. I found out that only the condenser would be covered because that is the only part that had mechanical failure. So if we want them to fix it we will have to come up with $1800. The supv said they can find out how much it would cost them to replace the one part and we can receive that amount in cash and get it done ourselves. Also, after explaining to the supv about all the failed cust serv all she could tell me is, "sorry".
I am on hold right now. I can't tell you how many messages I have left for the supv Mari ext 2376. The rep right now is trying to get a supv to see about the cashout. Mari, the supv that said she would have it done in two hours did not get it done according to the notes.
She said it would take a couple of hours. I am sure it should only take a few minutes. They only cover so many different parts. How long could it take?
Just called back for the third time since I hung up with her. Goes straight to voicemail. Here we go with the latest. Per Wanda, she is working with a supv to get the cashout paperwork completed and then it needs to go to management to be approved. She said she will call me here at work tomorrow at 8:30 with the amount. It will still take 7 to 10 working days to receive a check.
Ya, I'll hold my breath! Can anyone else find a real address on this place? I only see the P.O. Box. I wonder why! Live and learn. We will take the $ and run to another company ASAP!
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