In April my wife and I purchased a "new" older home to raise our family here in Franklin, Indiana (Just south of Indianapolis.) We had our home inspected and were given a home warranty as part of our sellers agreement. With being at the mercy of the seller and no choice of warranty company - we took what we were given and hoped we never had to use it. It was there for piece of mind, or so we thought. Then we came face to face with Globe Home Warranty Company of Winter Park Florida.
In September we had a few chilly nights and turned on the furnace, to find that it stopped working somewhere in the summer cooling season. We placed a call to Globe Home Warranty to have a service call and resolve the issue. After numerous run-arounds, no return of phone calls, denial of claim, filing of complaints to the Indiana Attorney Generals Office, The Florida Attorney Generals Office, the Central Florida BBB we finally were able to be "given" a credit for $500 towards the repair by Globe Home Warranty to be paid to the HVAC company (Airmaster Heating and Cooling of Indianapolis.) Finally, in October the furnace was repaired and we had heat for the winter months.
Today I was sent a letter from Airmaster stating that since Globe Home Warranty had not paid their balance in October of that Airmaster— if not paid within 10 days, will be sending the balance to collections on US, the property owners, who were wronged in the first place by Globe. I called Airmaster to state that I was given a confirmation letter from Globe Home Warranty that the $500 would be paid, and that a Globe issued confirmation number was called into Airmaster prior to service being rendered and was placed on my invoice. I inquired if they really had any right to pursue the homeowners (I am not the only one) for a partner they willingly dealt with - who has refused to pay them.
My gripe is really with the Home Warranty Company. They are a Florida Based company, but they are peddling their policy's here in Indiana and around the country and gaining access to unknowing home buyers through title companies. Our seller for example was sold his policy for us at closing through Stewart Title in Greenwood, Indiana. I have pasted months of phone calls, addresses, etc. At the bottom of this email for you to get a full story if you choose to know any further information.
Thank you for your time and consideration.
Regards,
Aaron M. Root
Furnace Timeline and information:
Inspection on property conducted 2/27/06
Residence is in Johnson County in the City of Franklin.
Home Warranty Company:
Globe Home Warranty Company
PO Box 2458
Winter Park, FL 32790
1-800-842-2177
OR
611 N Wymore Rd
Winter Park, FL 32789
Claim Number 900148467-1
As part of closing agreement cleaning and servicing of HVAC system was completed on 3/16/06 by G&S Property Services
By: John Gillespie - Owner
5911 East Washington Street
Indianapolis, IN 46219
County of Business: Marion County
Wednesday 9/13/06:
Furnace was turned on for winter service and found to be not working 9/13/06
Call was placed to Globe Home Warranty on 9/13/06 at 11:22 AM (Claim Number 900148467-1) and contractor (Airmaster Heating and Cooling) was called and sent for analysis on 9/14/06 at 8:45 AM
Thursday 9/14/06:
Upon completion of his analysis Airmaster tech determined that the W/R Circuit Board was failing and that a new HSI part was also necessary for completion of work for the furnace to be operable. He discussed with Aaron Root and placed a call to Globe Home Warranty to discuss the repairs. Globe Home Warranty instructed the technician that they would need to discuss the claim with Aaron Root and would call Aaron Root. Mr. Root asked the technician how long they would take to call and was told most likely within the next 10 minutes or so. As Mr. Root did not hear from Globe Home Warranty for approximately an hour and a half, Mr. Root placed a call for follow-up to Globe Home Warranty at 10:37 AM and was told Globe Home Warranty is requesting a copy of the Home inspection report in regards to the HVAC system. $75 was paid to Airmaster Heating and Cooling by check from Aaron Root and the technician left to go to another call.
At 10:57 on 9/14/06 Aaron Root emailed page 8 of the home inspection report regarding HVAC/Cooling section, as well as a paid receipt, from G&S Property Services that the required maintenance that was called for in the home inspection was indeed completed prior to closing of the home purchase was sent to [email protected]
At 11:30 AM on 9/14/06 Aaron Root received a phone call on his cell phone from Josh Gonzalez stating that the entire home inspection report was required and needed to be sent via email. At 12:16 PM an entire home inspection report was scanned and sent to Josh Gonzalez at [email protected]
Friday 9/15/06:
As no follow-up to the information submitted was given to Aaron Root, Mr. Root placed another phone call to Globe Home Warranty and message left for Josh Gonzalez 9/15/06 at 1:01 PM regarding the status of the claim and ensure the proper documents had reached him.
Tuesday 9/19/06:
The weekend past and as of Tuesday 9/19/06 no return call was received by Aaron Root in regards to the status of the claim.
On Tuesday 9/19/06 Aaron Root placed a phone call on his cell phone to Globe Home Warranty and Josh Gonzalez at 10:43 AM to inquire about the status of the claim, to which Mr. Root was told Josh Gonzalez would return his call. At 10:55 AM Aaron Root did receive a phone call from Josh Gonzalez on his cell phone and was informed that John Gillespie was not an approved HVAC contractor to have cleaned and serviced the furnace when we closed on our home. Mr. Root was also informed that because John Gillespie did not hold an HVAC specific certification that the claim was denied. Josh Gonzalez informed me that he was able to find out that John Gillespie did hold certification to buy refrigerant but that Globe Home Warranty was unable to verify any licenses that John Gillespie held, and that was the reason for the denial of claim.
Mr. Root stated to Josh Gonzalez that we were the buyers of the home and not in control of the contractor utilized for the cleaning of the equipment, this is in the control of the seller and not the buyer. We as buyers in good faith did everything within our control to have the equipment serviced appropriately. Mr. Root stated to Josh Gonzalez that he believed this denial constitutes fraud and that this would not be the last time he and I were to speak regarding this claim. I also informed him that if this issue is not resolved appropriately that I may contact the State Attorney General of the State of Florida.
On 9/19/06 at 12:21 AM Aaron Root called and left a voice mail for John Gillespie to inquire about his licensing certification and license number.
On 9/19/06 at 12:24 AM Aaron Root placed a call to the Airmaster Technician (Steve) who was sent to his home by Globe Home Warranty and inquired about the licensing requirements for HVAC installers and service workers for Indiana. Steve informed me that I would be able to check the licensing of any contractor at the City of Indianapolis Division of Compliance (317) 327-5410 to ensure all proper licenses are in place. Steve also stated that he believed that there are no specific licensing requirements in the State of Indiana and that a general contractor should be, under the laws of Indiana, an appropriate and acceptable contractor to perform HVAC maintenance. He stated that the best route to take was to speak with the City of Indianapolis Division of Compliance to ensure that information is indeed correct.
On 9/19/06 at 12:40 PM Aaron Root placed a call to the City of Indianapolis Division of Compliance to inquire that John Gillespie was a registered, licensed, bonded and insured contractor. Mr. Root was informed that indeed Mr. Gillespie was current and licensed, bonded and insured with the City of Indianapolis as a general contractor. Mr. Root was also informed that indeed there are no specific license for HVAC required in the State of Indiana, nor is it an obtainable license to hold in the State of Indiana. The only license that is available is a General Contractor License and that all services are covered under the General Contractor License. I was instructed by the City of Indianapolis Division of Compliance to also inquire with Johnson County to be sure this information is also valid as the site of the home is in Johnson County.
On 9/19/06 at 12:55 PM Aaron Root sent an email to Josh Gonzalez stating the information regarding John Gillespie's qualifications and certifications garnished from the City of Indianapolis. This message was confirmed Read at 2:33 PM on 9/19/06 by Josh Gonzalez. I asked for a response and resolution to this issue within 24 hours.
On 9/19/06 a call was placed to the Johnson County government center Planning and Zoning division (317) 736-3723. Mr. Root was again told that a general contractor license was indeed the only license required in Johnson County to service an HVAC unit. Mr. Root was told to be sure to verify that there are no other requirements for the City of Franklin, the town in which the home stands.
On 9/19/06 at 1:54 PM Aaron Root placed a call to the City of Franklin (317) 736-3631 to verify the contractor requirement information. He spoke with Rex Mays and was informed that Rex is the Building Inspector for the City of Franklin as well as a certified home inspector. Mr. Mays verified that the information gathered is indeed correct and that any questions regarding qualifications or licensing requirements of Mr. John Gillespie as a certified and appropriate contractor to have cleaned and service the Furnace and HVAC unit should be discussed with Rex Mays at (317) 736-3631.
Thursday 9/21:
As of Thursday September 21 I have had no resolution to this issue from Globe Home Warranty Company. Return of calls has gone ignored.
Actions taken:
9/21/06
Online Complaint filed with State of Florida Attorney General 10:53: 09 AM
850-414-3300 Attorney General - Called and transferred to Consumer Division
850-414-3990 Transferred to Consumer Division - Office of Citizen Services
Online Complaint filed with State of Indiana Attorney General
Consumer Protection Division (317) 232-6330
Attorney General (317) 232-6201
Online Complaint filed with the Better Business Bureau (BBB) of Central Florida
(407) 621-3300 Denise Parramore X 383
9/26/06
3:35 PM - received an email from the Attorney General of the State of Florida with more information regarding the complaint and phone numbers to call.
Florida Department of Financial Services, Office of Insurance Regulation
200 East Gaines Street
Tallahassee, Florida 32399-0300
Telephone: (850) 413-3100
9/27/06
9:33 AM - Called and left a general message with State of Florida Attorney General Consumer Division - Office of Citizen Services to follow-up on complaint. I was not able to be told a person handling the issue or specific VM. This message stated someone would return my call from general mailbox.
9:36 AM - Left message for our mediator - Anthony Simmons State of Indiana Attorney General Consumer Protection Division
9:41 AM - Left Message for our mediator Beatrice Ford (x 317) at Central Florida BBB
10:06 Spoke with Anthony Simmons of Indiana Attorney General Consumer Protection Division, he informed me that a letter was sent to Aaron Root as well as Globe Home warranty with a copy of the complaint on 9/26/06, they will wait for a response from Globe. Deputy Attorney General reviewed the information and we qualify for mediation but not a legal assistance from Indiana.
10:10 AM - placed a call to Florida Department of Financial Services, Office of Insurance Regulation (850) 413-3100, line was busy.
10:22 AM - placed a call to Florida Department of Financial Services, Office of Insurance Regulation (850) 413-3100. Was told to call back on Monday 10/2/06 and ask if A file has been set up on my behalf This office must wait to get the information from the Attorney Generals office. As of this call no file has been opened.
11:10 AM - received a return voicemail from the Florida Attorney General's office and told to call back as someone would be happy to assist me. (850) 414-3990
1:33 PM Received a call from Josh Gonzalez from Globe Home Warranty Company on my cell phone stating that his superiors have received a complaint from the BBB and that he has information regarding what he is authorized to do in order to resolve this matter. He has asked for me to call him back as soon as possible.
9/28/06
10:31 AM Returned the called to Josh Gonzalez in regards to the home warranty claim to find out about the status. I was told that they are authorizing the $500 limit and can send me a check for $500 or pay Airmaster for the work but that if they don't verify that John Gilespie was certified that I may receive a bill back from Globe Home Warranty for the $500. I informed him that before any check is sent that it should be easily verified by calling the City of Indianapolis Division of Compliance. I also informed him that it needs to be solid and approved and be a done deal that I do not want some other loophole coming up so that Globe Home Warranty can come back after the work is done and demand their $500 back. I told him that I want it verified first and then we can talk.
I also asked if the BBB information was all that was received and he stated that it was, I then informed him that the Indiana and Florida Attorney General's offices are also in process and they will be receiving information from both offices regarding this information.
10/2/06
1:16 PM - Called to speak with Beatrice Ford at the Central Florida BBB, she stated Denise Parramore is the one handling my complaint. Her extension is: 383, Globe Home Warranty is not due to have to respond until October 9th. I left Denise a VM stating that Globe has informed me that they will grant me the $500 under the stipulation that G&S is a valid contractor. If they find that he is not they will bill me back the $500. I informed her on the VM that I have given Globe the information to confirm and they have not responded to me regarding that nor followed up with the appropriate people to confirm this information.
1:24 PM - Called placed to Florida Department of Financial Services, Office of Insurance Regulation (850) 413-3100 to inquire if A file has been set up on my behalf as instructed. Kay informed me that most likely the Indiana Attorney General will be handling the complaint as the contract was purchased in Indiana.
1:32 PM - Called and left a VM for Anthony Simons at the Indiana Attorney General's Office to clarify that Indiana will head the complaint as per information received from the Florida Attorney General's Office.
1:45 PM - Called Josh Gonzalez at Globe Home Warranty to get an update and was informed that Josh works Tuesday through Saturday. I asked if there was anyone else I could speak with and the individual answering the phone stated that there was not. She said Josh's supervisor was out to lunch and I asked for her name. Her name is Kay and when asked her last name I was told she is the only Kay here and will be back at approximately 3:00.
2:10 PM - Call from BBB of Central Florida stating that they do have until the 9th to respond and they have not sent any information back to the BBB.
2:40 PM - Received VM from Anthony Simons at the Indiana Attorney General's Office to call back.
10/3/06:
10:28 AM - Spoke with Anthony Simons and he stated that if the Indiana Attorney General cannot get a response from the company in Florida, then they usually forward the complaint themselves to the Attorney General of Florida.
10/4/06:
12:12 PM - Called Globe Home Warranty to inquire about status of the claim, as I have heard nothing from Josh Gonzalez since last Thursday (9/28/06.) I asked to speak with Kay (his supervisor) to get an answer to my questions about my claim. She also disputed the notion that G&S was qualified; I informed her that I have given all of the relevant information to Globe Home Warranty to verify this information and it has not been done. Once I gave her the information I had to verify this information, she then proceeded to tell me that they are going to pay the claim, but that I would have to fax the information to them in the form of a receipt. To which I asked - Why has no one called and told me this information? She did not have an answer except that Josh would be calling me and that he would return in approximately 45 minutes. I stated But aren't you his supervisor? She said, yes I am but he is handling the claim and I won't over-ride the information. She stated, we don't just cut $500 checks and send them out In essence this company has no idea what it is doing. Josh Gonzalez's supervisor's knee-jerk reaction was to deny the claim (an obvious routine for this company) and the consumer must fight to get what he or she is owed under the rights of the contract. I parted by telling her that I expect to hear from Josh today as he would return in 45 minutes.
12:48 PM: Left message for Steve of Airmaster Heating and Cooling regarding estimate of cost to install a new furnace.
4:44 PM: Josh Gonzalez called and left a VM on my cell phone just returning my call from earlier in the day saying the letter process is almost complete and being sent back I assume he is referring to the BBB complaint.
10/12/06
10:29 AM: Called Denise Parramore at Central Florida BBB to get a status update on the claim. Present temperature is 32 Degrees outside.
10:31 AM - Called and spoke with Anthony Simons at the Office of the Attorney General of Indiana regarding the claim and he said he would check to see if their was a response given.
10:34 AM - Called Globe Home Warranty to speak with Josh Gonzalez, I was told that I have to front the entire bill now to the contractor and then they will reimburse me for the $500 limit, they are now refusing to pay the contractor the $500 and let me pay the rest of the bill when the repairman comes.
10:54 AM: Spoke to Denise Parramore (Central Florida BBB) regarding the $500 reimbursement, she stated that if she could get in some type of writing from Rex Mays the information we discussed she would call Globe herself and try to resolve.
11:03 AM: Called Rex Mays to speak with him regarding this issue, he is out on inspections, but I left a message for him to call back.
11:50 AM: Received information from the Orlando BBB in response to the claim from Globe Home Warranty company.
12:20 PM: Received a call from Rex Mays Franklin Building Inspector and he has drafted a letter to concern this issue, he will be stopping by to drop this off and look at the furnace.
12:55- Rex Mays stopped over to the house and gave me the letter he promised. He also stated that Globe Home Warranty by placing us without heat has now violated a city ordinance and can be fined $500 for placing this residence in violation.
1:18 PM: Letter from Rex Mays sent via email to Denise Parramore at BBB of Central Florida
1:23 PM: Letter from Rex Mays sent via email to Josh Gonzalez at Globe Home Warranty
1:30 PM: Called Denise Parramore to be sure the information arrived, confirmed that it did indeed arrive and she will be calling Globe Home Warranty company to follow-up.
1:32: Called Scott Mason at the Indy DMD on referral from Rex Mays to see if I can get in touch with Doug Tevebaugh regarding a resolve to fix the furnace possibly.
1:57 PM: Received a call from Denise Parramore at the BBB of Central Florida and she informed me that she turned my information over to her supervisor who contacted Josh Gonzalez directly. He is taking this information to His supervisors to try and get Globe to pay the contractor directly. He is to return a call to the BBB and will most likely contact us directly. I will await a call to resolve this issue from either the BBB or Globe Home Warranty.
10/13/06:
Called Josh Gonzalez on my cell phone to find out the status, he stated that they will indeed pay the $500 to Airmaster when they do the work and submit an invoice to them. I asked if they were given authorization and he stated that yes they were and that the authorization would be on my invoice at time of service.
I called Airmaster that day to set an appointment and they were unable to get to us for an appointment until 10/18/06.
10/18/06:
Airmaster arrived and fixed the furnace, the authorization number given to them by Globe Home Warranty on the invoice is: JZ2564090014JZ-1012
Total of the bill was $663.75
Aaron Root paid via check (#1198) for $163.75
Balance was Bill To Globe Home Warranty for $500.00
3/16/06:
Letter rec'd from Airmaster Heating and cooling stating that Globe Home Warranty has not paid the claim of the $500 they promised back on 10/18/06. Airmaster stated that they would send the $500 balance to collections against the homeowner if payment is not rec'd within 10 days of the letters date.
4:55- I called Airmaster and was disheartened that the invoice was not paid. My invoice has an authorization number from Globe Home Warranty to perform the work, and asked if they have rights to come after me as the homeowner because Globe has not paid. Jami Scroggins informed me that her boss told her to send these letters and that she could possibly stave off my collections regarding it because of the authorization number given. I also told her that I had a letter from Globe confirming they would pay the $500 and offered to scan and email that document - to which I did and sent at approximately 5:00 PM. I also informed Jami that I would give her any documents I had to help support their case in pursuing Globe Home Warranty, not only for myself but any other customers that may be in the same boat with this company.
5:15 PM: Left a voice mail for Denise Parramore at the Central Florida BBB regarding this issue and claim that went unpaid.
5:44- Attempted to call Josh Gonzalez at Globe Home Warranty, voicemail picked up and cut off before the ability to leave a message.
9:13 PM - Out of desperation and hope, an email was sent explaining the situation to Rafael Sanchez Call 6 for Help of WRTV Channel 6 in Indianapolis.
3/17/07:
11:17 AM Similar email describing the scam and fraud was sent to Tony Pipitone of WKMG Channel 6 of Orlando Florida
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