Colonial Home Warranty
HVAC problem... Don't expect Colonial to fix it!

I totally agree with Scook127. This is a horrible home warranty company and I definitely won't renew my contract. Here are a couple of examples of their poor customer service. Washing machine wasn't working correctly. I called Colonial and the rep said because the washing machine was actually functioning, it wasn't covered on the claim... They don't cover 'malfunctions' only non functioning equipment. If it had broken down completely it 'may have been' covered. Now if it does stop working, it wouldn't be covered because I was responsible for fixing it when I first noticed the problem! I'm now having a problem with the HVAC system. Colonial says they have 24/7 coverage, however, when I called on a Thursday, the ticket was assigned on a Friday. Not bad, right? The problem is that it was assigned to a company that didn't service the city I was located in! Then when I called back (3:15 ET), the authorization dept. Was closed per the claims rep and the claims rep didn't have the authority to assign a new contractor! Weather is 30 degrees and no heat for 3 days. Today the new contractor comes out at 12:30, identifies the problem, calls for authorization... Only to receive a recorded message that they're at lunch and to call back in an hour. I try to call and am told their phones are diverted to their after hours call center due to "an upgrade in their telephones" at their main location. Messages can only be forwarded to them... No person to contact. 3 hours and no call back... When I called back again message center told me they would send yet another message and I could try calling back tomorrow. Great... Another 30 degree night with no heat. Thanks Colonial.

Company: Colonial Home Warranty
Country: USA

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