I purchased a home warranty from Colonial Home Warranty in Feb. On April 11 I opened a claim because my hot water heater busted and I opened a claim because I thought my toilet was leaking. On April 11,2o12 a CHW contractor came to my home and diagnosed the problem and said he would call me in a couple of days to schedule the installation. On Sat April 14th I contacted the contractor and left a message. I contacted CHW on April 14th to get a status. According to my contract I can place and get a status on my claims 24-7 however when I contacted the CHW call center I was informed that the information provided is very limited and only shows that the contractor was scheduled to come out. The contact also states that I can get claim status which also only displays the initial call. On April 16 I was contacted by Morris Grant at CHW who referred to his self as a supervisor. I complained to him about the lack of communication from CHW and the contractor. I was then informed that the check that was written needed to be replaced in order to have the claim moved forward and the work completed.in turn the contractor came back out to get another check. I then called CHW to be informed that the contractor had not confirmed payment received in order to move the claim forward. After about3 hours I called back to be told that my claim was denied because I needed to wait an addtional 30 days (now 60 days) in order or to have the hot water tank covered in full. I also contacted the contractor to stated that Morris Grant called him and told him to close out the P/O on his side because I needed to wait an additional time frame and my issue was considered to be pre-existing.
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