We have Colonial Home Warranty on our houses. Our air conditioned broke on Sunday April 17. We called and the tech came out Monday April 18 in the morning. The tech advised us that the motor was inoperative and Colonial would be contacting us with some options. We called CHW several times and always were directed to the 24h call center. We Left several messages. We live in Florida and have an 8 week old infant. The temp has been 88-90 degrees. They finally returned our call Thursday April 21 at 947a. They advised us that there claim system was down and they had no access to files or claim numbers.
My husband faxed our maintenance records and we were advised by Brian that our claim has been approved, but it would take 5-7 days to get part and have part installed. He also said that if we wanted to pay an additional 300 dollars we could get that part faster and we could have it installed within 3-5 days.
On Friday I received a call from James at CHW warehouse and he told me that they cannot get the part in for 7-14 days. He was calling me to give me an option. The reason being is because we live in Florida and we live in a unlivable condition. He advised us that they would give a check for 548.00 to have the motor replaced and installed by an independent contractor.
I spoke with Brian and he said the 548 dollars is what they are authorized to reimburse us. I asked Brian that if it cost us any additional money would we be reimbursed, he said no. I asked him why we should be penalized because you guys cant get part ordered within a timely matter. Brian advised me that the 548.00 it what it would cost for CHW to have part replaced and installed. We called CHW contractor Bob Wilson and he advised us that he has the part and he does not understand the 7-14 days.
We decided to take the 548 dollars because we have an infant and the work needs to be done. I asked Brian if he could send the check out to us and he said they need to verify that the work has been done and a check would not be issued until then.
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