My air conditioner malfunctioned the 2nd week in June. Called warranty center to arrange service. Needed receipt with contract #. Could not verify via phone number. Contacted Home Depot where I purchased unit. Waited 2 weeks for a duplicate receipt.
Upon receiving the duplicate receipt, I called warranty. Gave them all the information for the AC. They needed to send someone to look at the unit. The service provider, Plus 1 Solutions, farmed the work out to a local AC repair service. It took them 3 weeks to send a tech to look at the unit. Tech said logic board was damaged. Unit needed to be replaced.
Called back warranty, they needed to verify information. That took 2 weeks. To process the claim, they needed a written report from Plus 1. Plus 1 needed the report from the sub contractor. This took another 3 weeks.
After the sub contractor submitted the report, they needed a parts list and pricing to see which would be more cost effective, repair or replace. This took another 2 weeks. All this time, I have no AC in the hottest month in NY.
Today, 8/8, I finally received word that the unit will be "cashed out" and I will receive a check for $459, not the $599 I paid for the unit.
CS said it was for a comparable unit, not my unit, and the LOWEST price found on line. Shipping charges, tax, and the like are not included. I paid $599 plus sales tax for my unit, not including the warranty. How is this fair?
I purchased this warranty for peace of mind. Over 8 weeks of frustration, no AC and the run around. I will never purchase another extended service contract from any of the major chain stores if Assurant Solutions is the policy backer. The run around, no regard for the customer's situation, no apology for delays, nothing more than "policy" offered.
Next time, I'll use my AMEX card which automatically extends the warranty for 2 years after the manufacturers warranty expires. Never had a problem with AMEX.
They should learn how it should be done properly.
$1.5 billion in contract revenues, 56 million customer's world wide and this is how they stay in business. The fine print in the "contract" protects them, not the consumer, and the chain stores should also look into the fine print because this will reflect on consumer's decision to purchase from them again.
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