Our GE oven range broke down the glass top cracked. This started while we were cooking (normal usage, nothing was done wrong on our part, just boiling soup in the pot).
We called Old Republic, explained the problem, they asked if the cooktop was hit, so we explained that it was not. Repair guy comes by the next day to collect his $50, and determines that the whole glass top needs to be replaced. He makes a phone call asking a parts supplier if a replacement glass top is available (it's an old model) and how much it would cost. It can't be located right away, so he tells us he'll need to investigate further if the part is available or a new oven is required — and leaves.
Later that day we get a call from Old Republic, and a representative tells us that a replacement cooktop can't be located right away, so they will call us in 2 days to give details on how they'd proceed.
They call us 2 days later and let us know that they think it was an accident and we dropped something on the top of the oven range which caused the glass top to crack. When we asked customer representative (Carol C) if we could speak with the supervisor she said he's on lunch break, and when we asked if there is anyone else in the office we could speak to, she hung up on us.
Now the question is — why did they tell us first that they will fix the oven — and call back 2 days later to deny the claim? I think they found out that parts are not available and they have to pay for the new oven range — so they just declared it an accident to deny the claim.
Needless to say we are pretty upset with this "coverage".
I plan to take them to the small claims court and sue to get:
— money for the new oven range
— $50 they charged already
— plus time I spend preparing the case (that's at $60/hour of my contractor's time)
— besides, will report to BBB
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