Disappointment and disbelief are the only ways I can describe my experience in the last two years of service from your company. We have had the unpleasant experience of dealing with four different occurrences at our home. NONE of which were covered by our policy. Only on one occasion did anyone actually come to take a look at the problem.
While I was in Iraq, my wife made two calls to the help line. The first an operator brushed off, saying the problem sounded like something that was not covered. The second was when someone was sent out, but they could not find the problem. It was assumed by the company that it was not covered. I personally took care of each situation out of my own pocket.
When I returned from Iraq I called to increase my coverage so my second deployment could be worry-free.in this phone call I increased my coverage to the First Class Plan and requested optional coverage, which included; evaporative cooler, clothes washer & dryer, and sewage ejector pump. I specifically remember requesting the optional package because it included coverage on items we had problems with in the past.
During the phone call I spoke to an agent and gave her credit card number and information and paid the increased fees on a monthly basis. I assumed my coverage was what I requested but found out that was not the case when trouble came.
It is clear that every phone call we made to the claims department, whatever we are calling about is not covered. There seems to be a loop-hole around whatever we are having problems with. I figured that the upgrade and the optional coverage would have solved this problem, I was wrong.
Through out all the conversations I have had with the company, no one could ever tell me or send me information on what was specifically covered on my warranty. No one ever offered counseling from a manager, or other options that may help me in my dilemma. Conversations with their customer service representatives was professional, although apologetic. It is just very frustrating to have everything you call to claim denied, even though my entire garage was flooded with 2 inches of water from the washing machine.
SERVICE, VALUE, INTEGRITY is their motto. We have experienced none of these core values.
I was also told to have a safe 4th of July at the end of our conversation... Hmm hope i dont get electricuted in my garage
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