This company is the biggest scam; I have no idea how they get away with it. Their 'corporate' office basically doesn't exist. The call center refuses to put you in contact with anyone who will help you. They claim the only way to reach corporate is an email address, which does not get responded to and the mailbox is full otherwise. I NEVER write reviews, but this experience has been so disgusting I feel the need to warn everyone.
Our air conditioner failed during the hottest part of the summer. Colonial sent their TERRIBLE contractor who misdiagnosed the problem, and this misdiagnosis is what caused Colonial to deny our claim. Long story short, they told us we could select our own contractor for a second opinion, which is where the trouble started. Our contractor tried to get authorized to do the repairs, but no one would call him back, so we had to move forward due to our house being over 90 degrees. The rep we spoke with at Colonial simply told us to submit the paperwork to 'claims' (another email address) and we would receive confirmation and a reimbursement if our contractors findings were different.
We submitted EVERYTHING - photos, the bill, a write up of the correct diagnosis, and our contractor's contact information. NO RESPONSE. After several more calls, they claimed they never received our information. When we sent it again, they said they needed maintenance records. THEY NEVER ASKED FOR THIS WITH THEIR CONTRACTOR. The issue had nothing to do with maintenance, and we had our contrator submit this to them AGAIN in writing. THEY STILL REFUSED TO EVEN TALK TO US. I WAS ACTUALLY TOLD THAT CORPORATE DOESN"T HAVE A PHONE.
Finally, we were so fed up that we filed a lawsuit and received a judgment against Colonial. We contacted them with the judgment information - A LEGAL JUDGMENT! - and again, NO RESPONSE. We cannot keep spending money trying to collect what Colonial owes us, so we filed disputes with the BBB and our credit card company. We were able to recover their contractor's fee through the credit card company, but our judgment is for over $500. THEY LIED TO THE BBB and HAD THE NERVE TO TELL THEM WE ALTERED OUR AC UNIT IN BETWEEN THE TIME THEIR CONTRACTOR CAME AND OURS CAME (WHICH WAS ONE DAY).
THIS IS THE MOST UNETHICAL AND UNPROFESSIONAL COMPANY. The icing on the cake, is when I filed the lawsuit I had to name a corporate representative for Colonial and the courthouse had a number to call and get that info. THERE IS NO CORPORATION REGISTERED IN DELAWARE BY THIS NAME. I could not believe it. I called Colonial and was told 'OF COURSE' we are a corporation, but yet they could not give me a name of their representative - more lies.
STAY AWAY FROM THIS COMPANY - YOU HAVE BEEN WARNED. I WILL CONTINUE SHARING MY STORY UNTIL COLONIAL PAYS WHAT THEY OWE US ON OUR COURT JUDGMMENT - $534 WITH COURT COSTS/INTEREST.