Complaint Review: Colonial Home Warranty

The following email was sent to Colonial Home Warranty on January 11, 2012:

Colonial Home Warranty:

Attached you will find a copy of the invoice for claim # 2139519.The bill is paid in full and I am submitting the invoice for reimbursement.

An outside contractor had to be used for this claim because the suggested contractor, National Pool and Spa (1-866-486-6038) refused the job. They refused because they claim Colonial Home Warranty has not paid them for jobs in the past.

On December 2, 2011 I called the afterhours service after National Pool and Spa refused the job and was authorized by Lacey to contact my own contractor. This was approximately 4pm.  That is when I contacted Donahues Inc (see attached invoice). This was an emergency situation due to the fact the residence was without heat. 

Below is the 2nd part of my complaint to Colonial Home Warranty
I filed a dispute for Claim # 2139519.

I was told I would not be reimbursed $487.50 I paid to have my furnace fixed on December 2, 2011. When I called Colonial Home Warranty I received the afterhours service (at 4 pm). I was told they would contact National Pool and Spa to come out and look at the furnace. 

I was called later by National Pool and Spa and was told they would not come out to the job b/c Colonial owes them money for past jobs. I then called Colonial back and relayed the information. I was then told by Lacey the afterhours person that I was authorized to hire my own contractor and would be reimbursed.

I hired Donahues Heating and Cooling, Inc. for the job. The total for this issue was $487.50. I called at 3 pm on Friday January 27, 2012 only to find out   I received the afterhours service again. I called Colonial back on Tuesday January 31, 2012 to inquire about the reimbursement I was promised. I was told on that date I would not be receive a reimbursement. I am writing to dispute this, I am EXTREMELY unhappy with Colonial Home Warranty and its service. I would not be in this situation today,  if Colonial paid its contractors. Had that happened I would not have had to call my own contractor.

I am also very upset with the hours of Colonials toll free number. In my mind 3 pm on a Friday isn't after hours. Finally I am upset I was told I would be reimbursed by Colonial by the after-hours agent Lacey. I asked her more than once if I was going to be reimbursed; she said over and over yes I would be repaid.

I went through all the proper channels needed as a customer of Colonial Home Warranty and I expect to receive the reimbursement I am entitled to. $487.50 minus my $45 service call fee.