I first signed up for the Total Protect Home Service Plan through Wachovia Bank back in 2005 as I recall. My income fluctuates quite a bit so this seemed like a good 'insurance policy' against costly repairs, especially for major systems such as HVAC, etc. Auto draft payments never missed and never filed a claim until 8/13.
I travel frequently and am often gone for several weeks at a time; I'm divorced and live by myself. During the cooling season months, I leave the HVAC unit set on 82F when I'm gone and on 60F during the heating season. The HVAC unit in question is an Intertherm 12 SEER 2.5 ton heat pump designed for manufactured housing (1030 sq. Ft. Heating-cooling area with zone 3 insulation package). The unit first went into service in March and has had only one repair; a leaking condenser coil repaired under warranty. The unit has been trouble free otherwise; sales, installation and service were less than stellar experiences.
On August 12th of this year, arrived home late in the evening to a home that was 90F inside; the condenser unit and inside fan unit were both running - no cooling obviously. The next day (saturday morning) I phoned Cross Country to file a claim. They gave me my claim number and provided the name and phone number to the local service provider for HVAC systems in my area.
I immediately phoned the service provider, Repair Max in Rock Hill, SC to set up an appointment. The male I spoke with stated that he couldn't come out until monday afternoon. Not wanting to sit inside of a hot mobile home all weekend, I spoke to a neighbor who is familiar with HVAC systems. He brought over a charging manifold gauge set and a large can of R-22. He charged the unit and it seemed to be working properly for the moment. My neighbor stated it still had freon in it, just an insufficient amount - he stated that the 'problem' may very well be a 'slow leak' (he has no leak testing equipment).
I was away from home monday afternoon when the service man from Repair Max arrived. Another neighbor let him in; she stated he was there all of 5 minutes, if that before departing. The repairman then phoned me stating that since the unit appeared to be operating properly that there was nothing he could do. He stated that all he was authorized to do was charge the unit to see if that 'corrected the problem'. He stated he wasn't authorized to do a 'leak search' unless a 'pattern had been established' resulting in numerous service calls at $75 a piece. Yes, I paid $75 for this 'privilege' too.
I phoned Cross Country 'customer service' (?) the next day (tuesday) to relate what happened - they stated that is 'correct operating procedure'. I asked for a name and address of someone I could write to; I was told to just send my comments to the P.O. Box provided, no contact name was given. I mailed a letter stating my comments and concerns that very day; no response to date.
On friday night the 20th, I noticed that the unit seemed to be 'struggling' to keep the house cool and 'loud 'snap, crackle, pop' could be heard from the evap unit in the home when the unit cycled off (turned out to be ice forming on the A coil). I placed a vent thermometer in the vent closest to the air handler, outlet temp. Was 78F.instead of phoning Repair Max / Cross Country I decided to phone a reputable service provider (Morris Jenkins) on saturday; they came out within the hour. Very professional; the service man removed the fan unit from the condenser unit outside and immediately discovered the source of the leak: a rusted accumulator unit ($1500?). I asked him to just reassemble the unit and turn it off; I paid $89.95 for this service call.
I immediately phoned Cross Country in an attempt to reopen the claim; I was told rusted accumulators aren't covered! I immediately canceled the plan as it was apparent there was something seriously wrong here. Not sure about the price of the accumulator as I only paid $1645 back in 2000 for the entire unit, including installation. This also included the A coil (evaporator), associated tubing and dedicated thermostat. I will get some prices this next week. Unfortunately, money is too tight at the moment to spring for anything even approaching this price. I borrowed a box fan from a neighbor; it's still 82F in the house @0500.
I'm wondering if there is some sort of class action suit against this organization in progress and would my situation even qualify?
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