Complaint Review: Colonial Home Warranty - Wilmington Delaware
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- Author Not Confirmed
- Colonial Home Warranty 1000 N West Street Wilmington, Delaware United States of America
- Phone: 8773130001
- Web:
- Category: Warranty Companies
Colonial Home Warranty your not covered Wilmington, Delaware
*UPDATE Employee: Colonial Home Warranty You Were Covered
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We have Colonial Home Warranty on our houses. Our air conditioned broke on Sunday April 17, 2011. 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, 2011 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.
This report was posted on Ripoff Report on 04/22/2011 01:50 PM and is a permanent record located here: https://www.ripoffreport.com/reports/colonial-home-warranty/wilmington-delaware-19801/colonial-home-warranty-your-not-covered-wilmington-delaware-720909. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#1 UPDATE Employee
Colonial Home Warranty You Were Covered
AUTHOR: Colonial Home Warranty - (United States of America)
SUBMITTED: Thursday, May 12, 2011
Re: Robyn Riddle
The customer called in the claim on 4/17/2011 that they air
conditioner was not working. Colonial assigned a contractor the same
day.
Colonials contractor called on 4/18/2011 with a diagnosis. The
contractor reported that a motor had burnt out on the unit. The
contractor stated he is unable to get the part right away and it would
have to be ordered. The contractor asked Colonial to see if we can
obtain the part on his behalf.
On 4/18/2011 Colonial requested maintenance records from the customer
per our terms which does reserve the right to request and review
maintenance records prior to approving a repair. The customer was
concerned about the time frame for approval due to having an infant at
home. The Colonial representative did let the customer know that should
they decide to repair the unit on their own ahead of the approval they
would be able to do that and file for reimbursement. Regardless the part
needed was not immediately available so this would not been able to be
repaired on the spot like most of our other Air Conditioner repairs.
The customer submitted records which were reviewed by the
Authorizations department. Although these records were not deemed
sufficient the Authorizations department did approve moving forward
with this repair.
Colonial put in an order for the part and received a response from
our supplier that the part would turn around in 7-14 days. The customer
was unhappy and expressed concern with the hot weather and the fact that
they have an infant at home. Colonial would not subject the customer to
a 7-14 day wait on a part in this situation. The Authorizations
department opted to offer a buy-out so that the customer can complete
the job in a quicker time frame.
The customer accepted the buy-out option from Colonial on 4/22/2011.
As of today, the customer did in fact complete the repair on 4/22/2011
and filed for reimbursement.
We did in fact provide on this claim per our terms.
Regards,
Colonial Home Warranty
Complaints Department
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