Cross Country Home Services Inc Draper Utah

Dear Draper Utah Home Owner, Your comments regarding our customer service team member are not representative of the experience we strive to provide. I apologize for any unsympathetic behavior you may have received. I appreciate your feedback. I’ve provided our Service Partner Coordinator with your review so they can follow up with the service partner. Should you wish to reenroll in the future, we have several plans that can be customized to suit your specific needs. As a courtesy I can expedite the processing of your reimbursement; you can email a copy of your invoice directly to me via eRelations@CCHS.com. Sincerely – Stephanie, eRelations Specialist

I do appreciate your response after I filed a report. The problem was we were freezing and it become very apparent that the service company did not check for parts availabilty locally. They could have fixed the problem on 1-6-15 with in a couple of hours but instead  said they had to order the part from back east taking 4 days while we and the water pipes were freezing. When I called your company your person was not responsive or simpathetic at all. When I called again the next moring that our other furnace had stopped all I got was your only covered for one system. This is  a BIG house and no way one system would cover it. Did I read every detail of small print in the agreement when it was offered to me by B 0f  A? Obviously not and that was my fault but I would suggest that for large homes like this you should make it clear by offering the additional coverage in a clear check off box so customers  know exactly what they are covered for. Just a suggestion.

Bottom line, I was forced to take things into my own hands to prevent freezing damage and when I got another repair company out it was very apparent that I had been told  wrong information. You need to make sure you have good reliable repair companies representing you.

Finally, I had issues with this unit a year ago and the same repair company came out and suggested the furnace be replaced. You had another company come out to evaluate and they just changed some wiring and it was good. Seems D & D is not diagnosing the issues very well.  At least after all my own follow up I have heat. Regards.,

Dear Draper Utah Home Owner, I'm sorry to hear that you are unhappy with your claim experience. We sent a technician out to your home quickly and a review of your account indicates that the necessary part needed to be ordered by the company.  Additionally, we agreed to provide reimbursement to you for a service provider that was able to care for the issue immediately. We've appreciated your business over the past few years and are sorry to see that you have cancelled your warranty with us.  – Sincerely, Stephanie CCHS eRelations Specialist