TotalProtect Home Service Plan, HomeSure Services Would not replace outdoor unit to match indoor unit for AC because rule 5 states compatiblity does not matter/ no upgrades Ft. Lauderdale Florida

I called total protect and placed a claim because our AC unit was not working correctly. First, the company sent out Stokes of Georgia to evaluate the situation. The gentleman advised us since our unit was thirty years old that they no longer made parts for it. He wrote his report for TotalProtect and later were advised his company took too long. Then TotalProtect sent out Waycross Heating and Cooling. They advised us the same as the above named company. We were told by TotalProtect that they would replace the indoor unit for $1800. When in fact, the new unit would not work with the outside condenser. Waycross Heating and Cooling advised TotalProtect of this and that there were no longer parts available for the outside unit to make the two unit compatible. I advised the following people on the following dates that the replacement would not meet state standards: Shaytayya (6/11/09), Tie (6/15/09), Nyvette (6/22/09), Christopher (6/25/09), Patrick, Diane, and Mary on (6/29/09). Each told me that I would be referred to a supervisor and receive a phone call. Mary was the supervisor that called and let me know they do not warrant compatability problems. I asked her why it took so many people to advise me of this. No genuine response. Diane advised me that the system would not be replaced because it was considered an upgrade under general exclusions and limitations. So, I said if they had used the word "replaced" and not upgrade that might have changed my prognosis. Point is the two units are not compatible and will not work together and the company will still pay to replace only part of the system regardless of state and national codes. I was advised I could seek my own company for a third opinion, pay for it myself and be reimbursed the $1800, or just have the inside unit replaced and they would pay for it. I asked the following questions that were never answered: How long have I had this service? How many claims have I made? What is the purpose of this service? How many people does it take to figure out one problem? How long should a claim take? In which, Christopher chose not to write down. I asked do I need a lawyer, or to call EPA? This service is ridiculous, all anyone can say is "let me check the notes on that." No, one really knew the contract besides Diane.

Jenny
Blackshear, Georgia
U.S.A.