Total Protect Total Protect/ Cross Country Home Services Took 15 days to respond to my claim-and then they did not notify me, I had to call them. Then they denied my claim stating the damage was done by a storm that caused a powere surge when there was no storm in my area the day the air conditioner stopped working. Fort Lauderdale Florida

I purchased a otal Protect Home Service Plan in August of 2006 and have paid my monthy paymenst for this plan by direct EFT payment from my checking account. When I took out the policy, I advised them my home was over 20 years old and some of the appliances, the heat pump and the furnace were several years old. They assured me that athe age of an item was not a problem as long as the item had been kept in good repair and had whatever regular maintainence was necessary.

I have had regular maintainence over the years on my heat pump through a reputable service company here (Waibel Heating and Cooling). They performed regular cleaning and checked the functionalty of the the unit 3 times a year from approximately 2000. They never found a problem with my unit.

On the morning of May 31, 2008, I turned my air conditiner on. By l;ate afternoon, it was obvious the unit was not cooling properly. I called Total Protect on 6/1/08. I filed a claim with their automated service that day and called their recommended contracter on Monday, 6/2/08. The contracter came on 6/3/08 and told me I needed 2 parts. One was replace-the other ordered. They came back on 6/7/08 and replace the second part and advised me that didn't fix the problem-that my compressor "was gone". They faxed a report requesting authorizatin for repairs to Total Protet on the morning of 6/9/08.

I place calls to Totoal Protect on 6/9/08; 6/11/08 and 6/12/08. Each time I requested an update on my claim-each time I was told it was still being processed and was promised a call when it was done. I never received a call.

Today I called an was told my claim was denied because my compressor had "burned up due to a power surge during a storm". There was no storm the day I turned my air on, and the unit had been working just fine prior to that (when we actually needed heat!).

I asked for a manager, but none was available and I was told "someone will call you back".

I have now waited 16 days for repair of my air conditioning usit-at a time when the heat has been running over 90 and the humidity is sky high. I have two dogs who are left in the house while I work. My pregnant daughter is staying with me and I have sesonal asthma due to allergies. I have already been treated for a sever allergy attack due to having to leave the house open. And the heat has cassed all of us to be nauseated and miserable.

I have spoken with the contractor. They said they could not be sure what casued the compressor to go up. It could have been a powere surge, but they couldn't say that for sure. The compressor is about14 years old. It just stopped working.

I beleve the company is refusig to pay for the repair because the compressor is old and the part is very expensive. There is no evidence that a storm or a power surge caused the proble and they have unfairly denied the coverage they promised.

I would never recommend this company to anyone. I want my repairs made and need them done quickly.

Karin m. xxxx
reynoldsburg, Ohio
U.S.A.

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