Total Protect Home Service / HomeSure Service, Inc / Cross Country Home Service Run Around. Rip Off. Hot In Florida with 4 year old crying to sleep every night Fort Lauderdale, Florida

My name is Ken Hawthorne, son of Bob Hawthorne. Fortunately, this is the first time that we have ever had to defend ourselves.

I certainly understand Orlando's frustrations. Being without air conditioning in Florida can be very uncomfortable. However, I must defend our company (Bob Hawthorne A/C Services, Inc.).

Orland has Total Protect, a home warranty plan. As with any home warranty plan, there are certain processes you have to go through to get service and/or repair on your home appliances. The homeowner will first need to call the home warranty service to report a problem and get a claim number. The Total Protect will then give him the name and phone number of the next available authorized service contractor. At this point, it is up to the home owner to call us and schedule a service appointment.

We received a call from Orlando on 3-18-09 and scheduled service for that day between 12 and 2 PM. I was the technician dispatched to this home. Upon arrival at the home, Mrs. Rxxxxx let me in and I turned the air conditioning system on at the thermostat to begin my diagnosis. I concluded that the condenser fan motor was bad; the bearings were seized causing the system to stop cooling. I informed Mrs. Rxxxxxxx of the problem and told her that I would be back the next day to replace the motor. This motor was a non-stock item that had to be picked up at the supplier. I was able to get an authorization from Total Protect right away, because this was a contractor supplied part.
I returned the next day, 3-19-09, and replaced the motor. At that point the system was operating properly. It was stated that I did not check the a/c, which is incorrect.

We didn't receive another call from him until 3-23-09, a full five days after the repair. This leads me to believe that the system was cooling fine for at least 4 days. This system is 16 years old. I returned to the home on 3-23-09 to find the system low on refrigerant. I performed an electronic leak test and determined that the evaporator coil was leaking refrigerant. (Not the condenser coil as reported) This type of major repair requires Total Protect to research & purchase the coil. During this time the home did not have any cooling. As a provider of service for Total Protect, our hands were tied until we received the replacement part from them. This coil replacement required recovery and disposal of the refrigerant per U.S. EPA rules and the duct work had to be modified to work with the new cased evaporator coil. These items are not covered under the warranty contract. In order to get the job done, those non-covered items were required at a cost of $495.00. Also, as stated in his contract, he has to pay a service deductible of $60.00 for each unrelated repair. Total Protect will not order parts until the homeowner agrees to pay the non-covered fees, which is why the repair was delayed.

The statement about calling at 10:00pm and midnight, he must be referring to Total Protect. Bob Hawthorne A/C is a small, family operated company of over 40 years of service to Florida. Quite frankly, we are sleeping at midnight! The statement that we have something to hide is ludicrous! And the fact that we are listed on the rip off report just plain ole hurts my feelings. I know that he was just frustrated, because he was without A/C.

On 4-1-09 I returned to the home, replaced the cased coil and completed the job. Orlando seemed to be happy with the repair and we have not heard otherwise.

Home warranty contracts can help you budget your repair cost for home appliances, but, read your contract carefully! Make sure you are aware of and prepared for excluded items and costs. Also, be prepared to wait for parts and/or equipment provided by the warranty company. The contracted service company did not write your contract, nor can they eat the costs of the items not covered. Orlando had a total of about $1500.00 in repairs for a total of $615.00 out-of-pocket including 2 deductibles.

Bottom line:

His report was inaccurate and unreasonable for many reasons.

1. I was the technician all three times that we visited the home. (He stated it was a different technician)

2. The fact that we are 45 minutes away is a non-issue (we serviced same day on both claims)

3. The statement Bob Hawthorne A/C Service did not check if the A/C Unit was working or not is untrue. The system cooled for five days.

4. The implied rip off for a $595.00 fee was part of what is not covered (per his contract) and was actually $495.00.

5. He stated that we called him at 10:00PM and midnight. Untrue! (He should have specified that Total Protect called him at those times).

My name is Ken Hawthorne, son of Bob Hawthorne. Fortunately, this is the first time that we have ever had to defend ourselves.

I certainly understand Orlando's frustrations. Being without air conditioning in Florida can be very uncomfortable. However, I must defend our company (Bob Hawthorne A/C Services, Inc.).

Orland has Total Protect, a home warranty plan. As with any home warranty plan, there are certain processes you have to go through to get service and/or repair on your home appliances. The homeowner will first need to call the home warranty service to report a problem and get a claim number. The Total Protect will then give him the name and phone number of the next available authorized service contractor. At this point, it is up to the home owner to call us and schedule a service appointment.

We received a call from Orlando on 3-18-09 and scheduled service for that day between 12 and 2 PM. I was the technician dispatched to this home. Upon arrival at the home, Mrs. Rxxxxx let me in and I turned the air conditioning system on at the thermostat to begin my diagnosis. I concluded that the condenser fan motor was bad; the bearings were seized causing the system to stop cooling. I informed Mrs. Rxxxxxxx of the problem and told her that I would be back the next day to replace the motor. This motor was a non-stock item that had to be picked up at the supplier. I was able to get an authorization from Total Protect right away, because this was a contractor supplied part.
I returned the next day, 3-19-09, and replaced the motor. At that point the system was operating properly. It was stated that I did not check the a/c, which is incorrect.

We didn't receive another call from him until 3-23-09, a full five days after the repair. This leads me to believe that the system was cooling fine for at least 4 days. This system is 16 years old. I returned to the home on 3-23-09 to find the system low on refrigerant. I performed an electronic leak test and determined that the evaporator coil was leaking refrigerant. (Not the condenser coil as reported) This type of major repair requires Total Protect to research & purchase the coil. During this time the home did not have any cooling. As a provider of service for Total Protect, our hands were tied until we received the replacement part from them. This coil replacement required recovery and disposal of the refrigerant per U.S. EPA rules and the duct work had to be modified to work with the new cased evaporator coil. These items are not covered under the warranty contract. In order to get the job done, those non-covered items were required at a cost of $495.00. Also, as stated in his contract, he has to pay a service deductible of $60.00 for each unrelated repair. Total Protect will not order parts until the homeowner agrees to pay the non-covered fees, which is why the repair was delayed.

The statement about calling at 10:00pm and midnight, he must be referring to Total Protect. Bob Hawthorne A/C is a small, family operated company of over 40 years of service to Florida. Quite frankly, we are sleeping at midnight! The statement that we have something to hide is ludicrous! And the fact that we are listed on the rip off report just plain ole hurts my feelings. I know that he was just frustrated, because he was without A/C.

On 4-1-09 I returned to the home, replaced the cased coil and completed the job. Orlando seemed to be happy with the repair and we have not heard otherwise.

Home warranty contracts can help you budget your repair cost for home appliances, but, read your contract carefully! Make sure you are aware of and prepared for excluded items and costs. Also, be prepared to wait for parts and/or equipment provided by the warranty company. The contracted service company did not write your contract, nor can they eat the costs of the items not covered. Orlando had a total of about $1500.00 in repairs for a total of $615.00 out-of-pocket including 2 deductibles.

Bottom line:

His report was inaccurate and unreasonable for many reasons.

1. I was the technician all three times that we visited the home. (He stated it was a different technician)

2. The fact that we are 45 minutes away is a non-issue (we serviced same day on both claims)

3. The statement Bob Hawthorne A/C Service did not check if the A/C Unit was working or not is untrue. The system cooled for five days.

4. The implied rip off for a $595.00 fee was part of what is not covered (per his contract) and was actually $495.00.

5. He stated that we called him at 10:00PM and midnight. Untrue! (He should have specified that Total Protect called him at those times).

My name is Ken Hawthorne, son of Bob Hawthorne. Fortunately, this is the first time that we have ever had to defend ourselves.

I certainly understand Orlando's frustrations. Being without air conditioning in Florida can be very uncomfortable. However, I must defend our company (Bob Hawthorne A/C Services, Inc.).

Orland has Total Protect, a home warranty plan. As with any home warranty plan, there are certain processes you have to go through to get service and/or repair on your home appliances. The homeowner will first need to call the home warranty service to report a problem and get a claim number. The Total Protect will then give him the name and phone number of the next available authorized service contractor. At this point, it is up to the home owner to call us and schedule a service appointment.

We received a call from Orlando on 3-18-09 and scheduled service for that day between 12 and 2 PM. I was the technician dispatched to this home. Upon arrival at the home, Mrs. Rxxxxx let me in and I turned the air conditioning system on at the thermostat to begin my diagnosis. I concluded that the condenser fan motor was bad; the bearings were seized causing the system to stop cooling. I informed Mrs. Rxxxxxxx of the problem and told her that I would be back the next day to replace the motor. This motor was a non-stock item that had to be picked up at the supplier. I was able to get an authorization from Total Protect right away, because this was a contractor supplied part.
I returned the next day, 3-19-09, and replaced the motor. At that point the system was operating properly. It was stated that I did not check the a/c, which is incorrect.

We didn't receive another call from him until 3-23-09, a full five days after the repair. This leads me to believe that the system was cooling fine for at least 4 days. This system is 16 years old. I returned to the home on 3-23-09 to find the system low on refrigerant. I performed an electronic leak test and determined that the evaporator coil was leaking refrigerant. (Not the condenser coil as reported) This type of major repair requires Total Protect to research & purchase the coil. During this time the home did not have any cooling. As a provider of service for Total Protect, our hands were tied until we received the replacement part from them. This coil replacement required recovery and disposal of the refrigerant per U.S. EPA rules and the duct work had to be modified to work with the new cased evaporator coil. These items are not covered under the warranty contract. In order to get the job done, those non-covered items were required at a cost of $495.00. Also, as stated in his contract, he has to pay a service deductible of $60.00 for each unrelated repair. Total Protect will not order parts until the homeowner agrees to pay the non-covered fees, which is why the repair was delayed.

The statement about calling at 10:00pm and midnight, he must be referring to Total Protect. Bob Hawthorne A/C is a small, family operated company of over 40 years of service to Florida. Quite frankly, we are sleeping at midnight! The statement that we have something to hide is ludicrous! And the fact that we are listed on the rip off report just plain ole hurts my feelings. I know that he was just frustrated, because he was without A/C.

On 4-1-09 I returned to the home, replaced the cased coil and completed the job. Orlando seemed to be happy with the repair and we have not heard otherwise.

Home warranty contracts can help you budget your repair cost for home appliances, but, read your contract carefully! Make sure you are aware of and prepared for excluded items and costs. Also, be prepared to wait for parts and/or equipment provided by the warranty company. The contracted service company did not write your contract, nor can they eat the costs of the items not covered. Orlando had a total of about $1500.00 in repairs for a total of $615.00 out-of-pocket including 2 deductibles.

Bottom line:

His report was inaccurate and unreasonable for many reasons.

1. I was the technician all three times that we visited the home. (He stated it was a different technician)

2. The fact that we are 45 minutes away is a non-issue (we serviced same day on both claims)

3. The statement Bob Hawthorne A/C Service did not check if the A/C Unit was working or not is untrue. The system cooled for five days.

4. The implied rip off for a $595.00 fee was part of what is not covered (per his contract) and was actually $495.00.

5. He stated that we called him at 10:00PM and midnight. Untrue! (He should have specified that Total Protect called him at those times).