HomeSure of America, Total Protect Home Warranty, Cross Country Home Services, Inc. Failure to Honor Obligations Under Total Protect Enhanced Home Warranty Fort Lauderdale Florida

Complaint Summary: TotalProtect Enhanced Warranty Contract, AKA, HomeSure Home Services, Cross Country Home Services fails to honor its obligations under the contract. In my research I found that this company has operations under a variety of names.

I placed a claim on April 4, 2015 and was without heat in temperatures of 40-45 degrees for more than a week. With the cold temperatures and health issues I asked them to expedited the claim. Several weeks later the claim is at a standstill because they do not return calls or emails to honor the contract. Once they approved the HVAC replacement, they proposed to replace my system with an inferior, low-budget system that is not comparable and that does meet federal law minimal standards or in the alternative a buy-out of 1500.00 to me to replace my HVAC system. 

More Detail: 

Several years ago I purchased a Total Protect Enhanced Home Warranty, AKA HomeSure Services of America, Cross Country Home Services. Three weeks ago my home heating and air system broke and I submitted a warranty claim. An independent contractor hired by Cross Country came out, determined it could not be repaired, and quoted a $5,000 estimate for a comparable system.

Under the warranty, if Cross Country determines the system can't be repaired, Cross Country is to (i) replace the system with a comparable system that meets federal manufacturing standards or (ii) pay the insured for what this costs. Instead, Cross Country proposed to (i) provide a system that does not meet federal manufacturing standards, isn't comparable, and is recommended only for second homes occupied for just a few months a year or (ii) pay me $1500, without identifying any comparable system available at that price and even though a comparable system costs about $5,000.

Cross Country’s proposed replacement system is not comparable and does mot meet all applicable federally mandated minimal manufacturer’s standards and (2) a buy-out of $1500.00 is insufficient to purchase and install a unit on my own. Neither is acceptable. I want Cross Country to respond to me and honor its warranty obligations.

On Friday April 10, I spoke with claims at Cross Country,explained this situation, and was told she would call me back the morning of Saturday April 11. She never did. I've since emailed a few times and have received no response.