Over a month ago a plumber (that i had inspecting some things in the house) pointed out that our water heater had a gas leak.
It took multiple phone calls and over a week to get Home Assure/Home Choice to send a plumber of their choice out to fix it. When he got here, he had no idea what the problem was and was shocked when he heard there was a gas leak. Some quotes from our conversation: "i cant fix that" "i dont have a gas sniffer" and "you need a new water heater".
It then took me a couple weeks and MANY phone calls to try to get them to send out a plumber to install a new water heater. After many "we'll call you back later today" promises broken, and another week or two (with a small gas leak still going) i finally called them again, only to be told that since it's an older heater it will not be covered but rather if i sent them a copy of my receipt for the new water heater i purchase then they'll send me a $150 check.
(NOTE: on the nice fancy papers it clearly states that if an item breaks down and can't be repaired then it'll be replaced. There are no asterisks or notes on that. However if you read through all the small print, it does say that if a water heater is old it'll just be covered for $150. I believe legally without the asterisks on the front page they're required to pay up BUT i guess i shoulda read all the small print more carefully so as not to fall for their misleading statement.)
I went ahead and installed a new heater and sent them the receipt. So far i've emailed them twice and left four voice-mails for the one guy in the company that is allowed to ok my check going out, without having heard a word back.
I'm currently trying to at least close my policy so they dont take more money from me. So far i've had to call twice but i was told that the one person who can close my account is on an hour and a half lunch break. Hopefully after 3 when lunch ends (yes, i'm in the same time zone as them), i'll be allowed to close my account without any more hassles.
A nice bonus would be to eventually get my $150 back (and really they also owe me another $65. Since if i'm unhappy with my service call - the guy who comes out - "they'll refund me the money". And i was NOT happy with them sending out a guy, who wouldnt touch a gas leak with a ten inch pole and no gas sniffer, to fix a gas leak!)
I guess if they send me a check for $215 then i'll have to say that they just have deceiving wording on their documents and you need to make dozens of call to get anywhere. As of now, it's that plus they're thieves!
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