My complaint is in reguards to 2-10.com/ Home Buyers Warranty and the various other names that they are using as their business name.
Keep in mind that I closed on my home (first) on March 15th, 2007.
I ended up having to called my attorneys on 8-3-07 to report the issues that Im having with this company.
Since then Ive gathered a lot of information on this company. And about 99.5% of that is bad.
Then various people that I have spoken to in reference to the water heater LaPaula, Jason C. Teresa (in Denver), Jeffrey, Cheryl, Debbie Harrison.
On or about 6-30-07 I called 2-10 Home Warranty to place a claim in reference to my water heater.
I told the person who took my call that I had water around my water heater and along the bottom of my air vent system thing. I told her that I wasnt sure if the water was coming from the A/C or the water heater. The lady then told me to call someone to come out and take a look to see if its the water heater or the A/C. I asked her whom should I call and she said anyone of my choice. I asked her if I needed to have a claim number and she said not at this time, due to having someone just to come out to take a look. After that call I proceeded to contact AAble to come out to take a look to see if it was the water heater or A/C. I called AAble because they had come out before in refs to the water flood that occurred in my laundry room. I was told that it was my water heater & it would need to be replaced.
I placed a call again to 2-10 Home Warranty to inform them that it was my water heater. During that conversation I was never told that someone would call me in 24 hour to scheduled an appointment to come out and fix the water heater. I then was given one of the following claim numbers (xxxxxx, xxxxxxx, or xxxxxxx). I was then told that who ever came out to fix the water heater needed to call their authorization phone number (1-800-482-4776 #2) prior to the work starting. Again no one stated to me that someone would be contacting me to set up an appointment.
Since I was never told that someone would be contacting me, I then called AAble to schedule an appointment come out and fix/replace the water heater.
On 7-3-07 AAble arrived to my home, and I told them that they needed to call 1-800-482-4776 #2 to get authorization to do the work. One of the guys from AAble told the person on the other end of the phone, Jason C. of 2-10 Home Warranty that my water heater was leaking water and would need to be replaced, then the guy from AAble handed the phone back to me. Jason C. then told me that AAble was not apart of their approved vendor network and their vendors needed to be licensed and bonded. I told Jason C. that AAble was licensed and bonded.
I asked Jason why wasnt I told that it had to be one of their vendors. I then said to Jason C. that if I had known that it had to be one of their vendors I would have never called AAble to come out. Jason C. stated to me that someone was now in the area and could come and look at the water heater. Then I told Jason that it was kind of point less seeing how AAble was already here and someone could have told me this when I was given the 1st claim number.
Jason C. told me that they could only authorize $455.00 for the work to be done. I told him that in order for them to fix the water heater it would cost $809.00 and $40.00 dollar of that amount would involve them removing the water softener in order to get to the water heater. Jason said that they did not cover the cost in moving other things out of the way in order to gain access to the water heater. I then said fine I that I would eat that cost of them removing and reinstalling the water softener.
I then asked Jason about the remaining amount of the invoice, why isnt that covered? He stated to me that he could only authorize $455.00 and that I would have to talk to someone else about getting the amount readjusted to cover the remaining amount.
Based on my math this is what I figure I should get reimbursed.
Invoice amount $765.00 (does not included the $40.00 for the water softener)
$765.00 - $25.00 (coupon that I used) = $740.00.
I was told that $455.00 was authorized and the invoice amount ends up coming out to $740.00 leaving a difference of $285.00. After all that Ive gone through on this ordeal I feel that I should be reimbursed $740.00.
Jason C. gave me a customer care number 1-800-482-4776 to call to try and get the amount readjusted. Meanwhile a half hour has passed and AAble people are still standing in my utility room. Since I was under the impression that at minimal I would get reimbursed for $455.00, I told the guys to go ahead with the work. They proceed in removing the water softener and water heater. I disconnect with Jason C. in order to call the above 1-800 number.
After getting rerouted a couple of time, I believe that I then spoke to a person by the name of Teresa in Denver. I explained to her my situation yet again; I do feel that she was trying to help me more so than anyone else I had spoken to that day. During this conversation that lasted about an hour or so she put me on hold in order to explain my situation to one of her managers. Once she came back on the line she stated that her manager had or was leaving for the day. She (Teresa) placed me back on hold in attempt to reach another manager/supervisor to explain my issue. Teresa came back on the line to state to me that she was having some difficulties explaining my situation to another person due to the language barrier. I asked if there were anyone else there that she or I could speak to in refs to the problem.
I was placed back on hold while she tried to locate someone. Again, Teresa came back on the line to basically tell me no luck in trying get someone to listen to her. She either gave me a number or she transferred me over to a manager/supervisor voicemail box. At this point I cannot remember the persons name. The only reason I know the above peoples names is because I wrote it down on pieces of paper. Anyhow, I left a message outlining what all had occurred and the problem that I was having. Needless to say, I never got a returned call.
Later on that night I get a call around 9:15ish from B&M Plumbing stating that he had received a fax from 2-10 and that hes calling to set up an appointment with me to come out and fix the water heater. I inform him that AAble had already done the work. I ask him what time did the fax come thru to him and he said at 4:48 p.m. He also stated that he had just got into the door and seen that he had a fax.
I feel that while on the phone with Jason C. or very soon after the call with him, that someone had either placed a call, email or faxed B&M Plumbing to call me. Again, I state that if I were told at the second call that I placed to 2-10 that someone would be calling me to scheduling a time to come out I would have never called AAble to do the work.
About a week later on or about 7-16-07, I called 2-10 to do a follow up and I believe that I might have spoken to a person by the name of Jeffrey and I explained my problem to him. After that call, and not feeling that I was getting anywhere I called my realtor Steve T. who recommended 2-10 to tell him about my problem with the water heater. He apparently called to 2-10 and was able to get a hold of a person by the name of Debbie Harrison (sales rep). I received a call from Debbie either on Friday or Saturday (not sure of the date). When she called I wasnt able to speak to her at the time due to company that I had in the home. She said for me to call her on Monday which I believe would have been the 8-6-07. I tried to explain to her my problem and she said that Steve (realtor) had explained it to her. She (Debbie) said that she would look into it.
*****Now about the Air Conditioning unit. ******
On or about 7-16-07 when I called 2-10 to do a follow up call in reference the water heater and to report that my air conditioning unit wasnt working and that the coil thing had frozen up Sunday evening before I went to bed.
I believe Jeffery was the one who gave me claim number of xxxxxx or file number of xxxxxx. I was told that I should be getting a call with in 24 hours from someone to set up an appointment to come out and take a look at my A/C. Either I received a call later on that day or the next from CJS Systems Heating & Cooling, Inc. to set up an appointment.
It was decided that they would come out on 7-18-07. I was unable to be here, so my boyfriend, which we live together, was here instead.
My boyfriend told me that the guy from CJS told him that I had a kink in my coil line and that there was too much freon stuff and that he let some out. Boyfriend told me that he had also said that the A/C unit was installed wrong that it was unleveled. The guy from CJS had told my boyfriend that the fins were dirty and that they needed to be cleaned. The guy apparently called 2-10 to inform them of this information. When I got home later on the evening I had a message on my home phone stating that my A/C would not be covered by 2-10 due to the kink, and it being installed wrong, and it also being unleveled.
According to the Description of Work Preformed by CJS systems Heating & Cooling, Inc. service invoice #25601 it states the following: (this is based on what I can read, its hard to read) checked coil, something, something, something, coil something cleaned, Air handler is installed unlevel, found small kink in suction line, adjusted R-22 level to a super leak of 21 degrees line temp 64 degrees reg. 66 degrees sucton 79 psi, discharge 230 psi, outdoor temp 82, outdoor coil 81.
I called Steve T. (realtor) to inform him that I was not a happy customer and that something needed to be done to rectify these problems. When I was on the phone with Steve I stated to him if there was a problem with the A/C wouldnt have come up in the inspection. Steve stated to me that he would call Shannon R. (the home inspection) to check into this.
Either later on that week or next I spoke to Shannon about the problems that I was having. Again either that week or next Shannon came out to the house to look at the A/C himself. While here he state that my A/C is leveled and was not installed wrong. We, both Shannon and I took pictures with a leveler indicator to show that it was indeed level.
It was suggested to me that I get some foam insulator stuff to replace what the guy from CJS had torn away from the outside A/C vent unit thing. I sent the pictures that were taken to Steve via email. I called to Steve to inform him what Shannon and I did and seen in refs to the A/C. I told Steve that he needed to get a hold of someone there at 2-10 to get this settled that I again was not a happy customer. That I need my A/C to be covered under home warranty since it is leveled, and that If something were to go wrong that it be covered by the home warranty and that I needed reimbursed for the water heater.
It was also suggested to me that I get some Air Conditioner cleaner, that I could find it in a home improvement store. So I did what was suggested to me, I got some foam insulator to replace what was outside, and I also got a can of Air Conditioner Coil Foaming Cleaner by Frost King .
This is also around the time I called Debbie Harrison, and her stating that she was going to look into these matters. During this conversation I believe I told her that I had Shannon (house inspector) out to take a look at the A/C and told her that we took picts and what the leveler had showed.
During one of the conversations with Debbie, she asked me if I would send her the invoice from AAble and my home inspection packet. I complied and faxed her the requested items on 8-8-07 @ 8:21 a.m. and then again at 12:11 p.m.
Days later approx. I received a call from someone at 2-10 telling me that both of my claims were denied. I asked her why, and she told me that Debbie had told her to call me to tell me that both of my claims were denied. I asked her why is she calling me to tell me this instead of Debbie. The lady said that she would have Debbie call me. Right after that call, I then called Steve (realtor) to inform him of what I had just been told. He had said that he just found out himself and he would call Shannon (house inspector) to tell him. I told him that is was wrong and something needed to be done to rectify this.
The next morning I received a call from Debbie stating the same thing as the other lady had said. When I asked her why was I told that the water heater was authorized for a minimal of $455.00 that now its zero. She told me because it was unauthorized. I also asked Debbie if they would send some else out to take a look at the A/C for a second opinion. I was told that they (2-10) would not do that. Of course I said that that didnt make since. Debbie then told me that there was nothing more she could do, that both claims were denied. I would not be receiving a reimbursement for the water heater because it was unauthorized work, and that they 2-10 would not cover my A/C because it was installed wrong, that it was unleveled, and that there was a kink in the coil line.
So, I informed her that I would be contacting my attorneys. After that conversation, I called Shannon to let him know what I was told. I gave him Debbies phone number, and he apparently called her and CJS Systems and I think a couple of other people. After the call to Shannon is when I called the
Since then my A/C has went out many times. Where Ive turned off the A/C to let it thaw out. When the A/C is out any its really hot in here, I turn on every ceiling fan on in the house plus the two box fans. Im told that during really hot and humid weather that the A/C will from time to time freeze up. However its become ridiculous that the freeze up of the coils occur just about ever time I turn on the A/C. The only time that I notice it doesnt freeze up is early morning, when the temperature is lower.
I feel that I should get reimbursement of $740.00 in regards to the water heater and to have my Air Conditioning unit covered without any exclusion other that whats printed on their pamphlet. Im incline to suggest that they send someone out at their expense to thoroughly clean inside and out the A/C unit. Since Im still having problems with my A/C (meaning that the coils still freeze up and when the A/C decides to work I have to leave my utility door open in hopes that it wont freeze up as quickly) that it is repair and if its unable to be repaired correctly, that it be replaced. That the A/C be energy efficient and be in compliance with the new federal mandate that was effective January 23rd, 2006 and it be rated with 13 Seer see attached info.
On the front of their pamphlet is states the following Coast to Coast Customer Satisfaction, Im not satisfied.
Since my call to the attorney, Ive been doing some more research on this company. Im learning that Im not the only one with similar complaints about the A/C and or the problems relating to this company and how issues are resolved or not resolved. I do understand that every company has its problems, however this is ridiculous! From what Ive learned thus far about this company, I feel that these issues/problems are very common practice of 2-10.com/ Home Buyers Warranty etc.
The information that I've found on this company has come from this website, bbb.org, state attorney generals office, etc.
Since then Ive had someone to come to my home to give his opinion. He has stated to me that hes had training in repairing in A/Cs etc. Michael M. has stated to me that its bullsh** as far as my A/C being installed wrong/unleveled, etc.
I've ordered the reports for the Attorney General and the reports pretty much outline the same kinds of problems that I'm having along with some other folks.
I do intend on informing/reporting to the following: Ohio Consumer Protection (www.ag.state.oh.us), National Consumer Law Center (www.consumerlaw.org), www.BBB.org, (just to name a few) of the issues/problems Im having with this company (no matter what name they have decided to do business as ie dba). Along with that I also plan on contacting the local area board of realtors. I'm even considering contact the local media as a consumer report type of thing.
If you haven't already guessed, I'm pretty well pissed off. I think that everyone should know about how this company operates and companies like this, so that no else gets screwed or taken. Something else you should know, that the realtor(s) that recommend these companies to home buyers/sellers get a "finders fee" of between $25.00 and upward of $100.00 per house that is bought/sold.
Update on the attorney. My attorney wrote 2 letters (1 refs the water heater and 1 refs the A/C) and sent the letters to 2-10.com/Home Buyers Warranty. The attorney has given them until 10-10-07 to respond to me. The attorney also states that the above issue(s)/problems comes under the Consumer Sales Practices Act.
I know that this is long and winded, however I felt that the readers should know my side of this.
W. Carrollton, Ohio