Complaint Review: Cross Country Home Services

We begean paying $69.00 a month through a Sears Warranty program to help our eldery parents in Arizona , both into their late 80s and 90s. We did not know the policy was through Cross Country until we made our first claim . We paid 100.00 for a deductible for air conditioning services that we had to fight for. They live in Arizona in Tucson and they wanted to book it a week out ? We had to fight for "Emergency Request Services".  Our Second claim came two weeks ago (TWO). Their bathtub is backing up into the bathroom sink. They sent a technician out through a local plumbing company , again we paid $100.00 Deductible. The technician called in the work authorization for work to be covered. The pipe that runs water to the kitchen , bathroom and laundry is cracked. it runs through the wall and into the ground underneath. we made arrangements to cover the underground work as the contract reads coverage for ONLY what is in the home itself. They demied the claim.  They said even though it is covered in the wall that it wont fix the problem and they refuse to acknowledge the fact that we are covering the underground work ourself. 

First the Customer Support Clerk told the plumber it was a pre-existing condition and secondly we had a previouse lapse in our coverage. Three supervisors later all those comments have been removed. All of which are untrue , we have NEVER had a lapse , nor was it pre-existing, the house is over 57 years old !!Several calls to the Authorizations Department and they refuse to get anyone to speak to you that makes the decisions. They give you the run around on every call. I have spent more than 6 hours on the phone on hold in three days trying to get answers. READ UP ON THEM , they are notorious for this kind of action. The problem according to the plumber is that we have only paid around 1800.00 now in two years includind deductibles  and the work is over 3,000.00. There are several class action law suites out there on them and how they do business. AGAIN , I CANT STRESS TO YOU ENOUGH , THIS IS A RIP OFF.