On Wed, Mar 13 at 9:45 AM, David Karchem (Personal Information Removed) wrote:
I am appalled at the poor response from you company re a claim.
1. I called Saturday morning, 3/9, re a failed hot water heater. Your company responded
two hours later with the name of the assigned plumbing contractor.
The contractor requested $55.00 service fee upon arrival. We informed him that the fee was $45.00. [NOTE that your contract with me allows one free service per year
- thus, there should be no charge on this initial service call.]
2. The contractor checked the hot water heater, determined that a part required
replacement and provided the details to me.
3. I called back to your company, with the details - manufacturer, serial number, part
number AND that I ordered the part express delivery for delivery Tuesday morning.
4. I confirmed the delivery details with the plumbing contractor, so that the service could
be completed Tuesday morning, to restore water to our tenants:
w/o# 21584
all valley plumbing - ernie
(Personal Information Removed)
5. Our renter remained at home all day awaiting the plumber;s return.
6. I called Monday morning to your company with the same details of the order and
delivery time, and received an assurance that the claim was in process.
7. The part was delivered on time at 10:30 am.
8. The contractor called you for approval, but failed to get a response, therefore they did
not fix the h/w heater.
9. Your company called again, and my wife left work to drive to the house to get the
same information previously provided to your company - manufacturer, serial number, part number.
10. At 5:30 PST, the plumbing contractor claimed that they had NOT had a confirmation
approval from your company [more than 48 hours after I provided details to your company].
11. I requested the plumbing contractor to do the work, with my approval [per the
instructions from your company service representative that I could select any contractor to perform the work], but he refused to do any work on my home, because "it would violate his agreement with your company."
12. I called back to your company last night [more than 60 hours after I provided details
to your company], reporting the delays and the refusal of your service contractor, and was given a new claim number cl # 2159284 - I spoke with Mary in your service department.
13. I called today at 08:30 PST and requested the status for this service.- I spoke to
Robert Harris, who could only tell me that the claim was being reviewed [more than 72 hours after I provided details to your company], and would not connect me to a supervisor despite five requests to "speak to a supervisor, " nor was he able to connect me to "anyone in your corporate office." His only response was that I'd receive a call after the claim was reviewed.
14. It is now more than 74 hours since I provided the details re the defective part,
72 hours since I ordered the part, almost 24 hours since the replacement part was delivered, and I'm still waiting on your company to fulfill our service warranty contract.
15. No response, no reimbursement from Colonial Home Warranty 10 days following the service request.
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