Colonial Home Warranty Colonial Home Group Warranty Inc. Failure to honor warranty contract Wilmington Delaware

Please consider this letter as a complaint for the bad service provided to us on claim #2172762 On January 26 2014, I submitted a claim for our heating unit to be repaired, on January 28, I received a phone message from a technician called Kevin from Breezeway, who was assigned our claim. We attempted to return his call to schedule an appointment for him to stop by to repair our heating unit but his phone message inbox was full. Finally, after get Kevin on the phone, the unqualified technician stopped by on January 29, check the heating unit. He informed me that the heating unit required a part which was not in stock and needed to be ordered. The part would be available in another 4 days. I immediately called Colonial Home's customer service to alert them to this problem, and I requested to speak to a supervisor and the representative said, that they were working on the problem as we speak and that someone will be calling me back. This gave me a peace of mind, so I waited to hear back.

The days passed by and I never received a call back. On January 30, around 5:20, I called back and ask for a supervisor, spoke with a representative named Michael with id # 9908 who told me that, no one was available because it was almost closing time. His voice tone sounded as if he was annoyed with my request. I explained my situation, expressed my concerns and the sense of emergency circumstances because of my small child. When I finished speaking, he told me in a rather impatient and confrontational way, that I needed to deal with the fact that the part was out off stock. I never heard him say I’m sorry for our inconvenience in any way. Finally, after a week the incompetent technician Kevin, installed the part only to later realize, that there was another problem with the heating unit. He stated that if thought it was an easy fix and that he should have run additional tests on the unit. He made the mistake and yet we are forced to suffer with no heat. Kevin later informed us that he was not authorized to continue fixing our heating unit until he received authorization from Colonial Home Warranty. I called the following day to try to get the authorization from Colonial Home Warranty without any success.

On Saturday, February 08, 2014, I spoke to an afterhours supervisor named Jody or Judy, a very unpleasant individual. On Monday February 10, 2014, I called to get an updated status on my claim. I also wanted to see if the authorization needed by Kevin had been given. At this time I was informed that a copy of my home inspection report was required prior to fixing my heating unit. The customer rep also stated that on February 6, they called and left a message on my answering machine. When played the only message left was to contact them about my claim. Nowhere in the message did they state a copy of my home inspection was the only thing holding up the repair process. We have the message saved as proof that the only message was to contact the company. I’m disappointed that a company like Colonial would provide such substandard customer service. I am writing to you to let you know that I would like to hear from you, about this matter and that I’m planning to launch an advertising campaign, with the media just to tell my story about the bad customer service provided by this company and how deceptive and dishonest they are. Maybe they will not acknowledge this complaint and that is their choice and I can deal with that fact. I just wanted to give them the opportunity to correct this wrongdoing and to let them know that the few dollars that they saved by not honoring their contract will not be enough, to repair the damage our story will cause to their image and credibility. I will be sharing this story with all branches of the military, the Hispanic community and the public in general, to prevent this from happening to anyone else. I have requested to cancel my contract with Colonial Home Warrant and I want all of my money back. To including the $45.00 visit fee paid to Breezeway, which never fixed my heater. I ended having to call another company to come out and repair my heating unit. After two weeks of dealing with Colonial Home Warranty to try and fix my heating unit, I ended up having to do it myself and pay out of my pocket. All this because this company failed to deliver the service binding on their contract. Henry Snellville, GA