I am extremely displeased with Sentinel Home Warranty. I requested to do business with Sentinel Home Warranty after speaking with Cheryl Tibbs - Sr. Club Consultant on July 29. I purchased the Gold Club Plan with an additional policy addendum of plumbing/toilet coverage in the amount of $668.00 and was advised that i would receive various perks with this plan (resturant discount coupons, etc.). I was advised that IF I paid the premium with two payments I would receive a discount and I agreed to pay in two installments on my American Express credit card. I was advised that my policy would be mailed within 14 days of me joining this program and that a email copy would be sent. I received the email, but did not receive the hard copy which was to include the actual contract and the perks along with additional information on the company. I called Sentinel in August to request the hard copy policy and was advised that I should have received the policy, the agent re-verified my mailing address and I was advised that they would request a policy to be mailed, which I did not receive.
Sentinel charged my two payments of $329 each on July 29 and August 30.
On September 12 I called Sentinel to request service for plumbing (toilet continue to run water) and spoke with an agent and provided all the service request details along with my contact number. The agent I spoke with advised me that a technician would be calling me to schedule the service.
On September 13 I called Sentinel to get an update on the service request and was advised by the agent (can't remember the gentleman name who was less than professional and borderline rude) at Sentinel that they did not have a claim for me. I requested the agent if he could take my request for service which he did an advised me that someone would be contacting me from the contracting company to schedule the service. I called Sentinel back and asked to speak with a Supervisor to advise of the type of service I had received and that I was not pleased; after speaking to whom I thought was a Supervisor (Dee) it appeared that her tone was almost as bad as the agent when I requesting information about how Sentinel manage accounts and as the conversation continued I felt that Sentinel did not meet my expectations in wanting to do business with and advised ee that I wanted to cancel the service. Dee suggested I speak with you (Daniel Smith) before cancelling. After speaking with you, you advised that Sentinel uses a answering service whom do not always provide adequate details the next day on service calls that come in after hours. You advised that the office hours to take service calls are Monday through Friday 8am-5pm EST. I advised you that I understood that this was an oversight by the answering service and you reassured me that I would hear from someone (technician) to schedule my service within 24 hours. I agreed to give Sentinel a try at meeting my expectation of a warranty company.
September 13 I contacted Sentinel again to get a status update on the service call and again, was advised that there was no claim. After being put on hold for 10.02 minutes a supervisor came on the line (Yvonne) and asked whom did I speak with in making the service request and what service did I need. Which made me extremely disappointed that again, I have to make another request for service. Yvonne advised that she did not have access to another agents note and could not tell what I needed. I advised her that I had spoke Dee and Daniel on last Friday 9/13 and that IF the claim was in their system these questions should be answered. She advised that she would call Dee; I advised her to disregard and I will call Daniel Smith myself. I called the direct line in which I assume was your number and greeted the gentleman whom answered as hello Daniel Smith and he replied hello Mrs. Smith (I was a bit shocked that he knew who was on the line since I hung up from the call with Yvonne and dialed the direct line). When I began to advise him that I am not happy with the service after paying my money, he asked me what money had I paid and what service did I need. I was stunned with his reply and when I began to explain my frustration, he put my call on hold, and while holding for 22.26 minutes the real Daniel Smith called me on my cell phone and after explaining to him that I was on hold with him, he advised that he was not on the other line and that he would go over to see who had me on hold (pretending to be the manager) and if it was the person he thought it was he would deal with them accordingly. Daniel Smith picked up the line in which I was holding and advised me to hang-up that line and continued the conversation with me on the line he called me from. He advised that the gentleman was new and that he would handle the situation with him. Daniel apologize for the circus I have experienced in dealing with Sentinel and advised that he would ensure that a contractor technician would contact me today to schedule service.
I have looked up the Sentinel company and realized that the company crediability is less than admirable and that Sentinel is affiliated with America First Choice Warranty Company, which I did not know and do not care to do business with due to their reputation with their customers and contactors. I feel that Sentinel has false advertised their company and service providing a 24/7 service (which is not correct); receiving perks in the mail with the actual policy, which is not correct since I have yet to receive this document via mail or the perks promised; unprofessional mannerism by Sentinel staff; lack of an appropriate system to take service request and/or track requests; and delayed service. It should not have taken me from 9/12 to 9/16 to get a call from a contractor to schedule service. As of today 4:00pm I have not received a call from a technician to schedule service.
Since Sentinel has not met expectations I have canceled service with their company and requested a full refund since I have not used their service due to lack of performance by their company. I requested a cancellation to my contract with Sentinel and requested a return $668 to my American Express credit card. The company Sentinel should advise that they are doing business as American First Choice Warranty, which if had known I would never have entered into a relationship with Sentinel.
Fradulent actions of Sentinel...
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