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Cross Country Home Services Total Protect Massive Deception? Fort Lauderdale, Florida
I first signed up for the Total Protect Home Service Plan through Wachovia Bank back in 2005 as I recall. My income fluctuates quite a bit so this seemed like a good 'insurance policy' against costly repairs, especially for major systems such as HVAC, etc. Auto draft payments never missed and never filed a claim until 8/13/2011.
I travel frequently and am often gone for several weeks at a time; I'm divorced and live by myself. During the cooling season months, I leave the HVAC unit set on 82F when I'm gone and on 60F during the heating season. The HVAC unit in question is an Intertherm 12 SEER 2.5 ton heat pump designed for manufactured housing (1030 sq. ft. heating-cooling area with zone 3 insulation package). The unit first went into service in March, 2000 and has had only one repair; a leaking condenser coil repaired under warranty. The unit has been trouble free otherwise; sales, installation and service were less than stellar experiences.
On August 12th of this year, arrived home late in the evening to a home that was 90F inside; the condenser unit and inside fan unit were both running - no cooling obviously. The next day (saturday morning) I phoned Cross Country to file a claim. They gave me my claim number and provided the name and phone number to the local service provider for HVAC systems in my area.
I immediately phoned the service provider, Repair Max in Rock Hill, SC to set up an appointment. The male I spoke with stated that he couldn't come out until monday afternoon. Not wanting to sit inside of a hot mobile home all weekend, I spoke to a neighbor who is familiar with HVAC systems. He brought over a charging manifold gauge set and a large can of R-22. He charged the unit and it seemed to be working properly for the moment. My neighbor stated it still had freon in it, just an insufficient amount - he stated that the 'problem' may very well be a 'slow leak' (he has no leak testing equipment).
I was away from home monday afternoon when the service man from Repair Max arrived. Another neighbor let him in; she stated he was there all of 5 minutes, if that before departing. The repairman then phoned me stating that since the unit appeared to be operating properly that there was nothing he could do. He stated that all he was authorized to do was charge the unit to see if that 'corrected the problem'. He stated he wasn't authorized to do a 'leak search' unless a 'pattern had been established' resulting in numerous service calls at $75 a piece. Yes, I paid $75 for this 'privilege' too.
I phoned Cross Country 'customer service'(?) the next day (tuesday) to relate what happened - they stated that is 'correct operating procedure'. I asked for a name and address of someone I could write to; I was told to just send my comments to the P.O. box provided, no contact name was given. I mailed a letter stating my comments and concerns that very day; no response to date.
On friday night the 20th, I noticed that the unit seemed to be 'struggling' to keep the house cool and 'loud 'snap, crackle, pop' could be heard from the evap unit in the home when the unit cycled off (turned out to be ice forming on the A coil). I placed a vent thermometer in the vent closest to the air handler, outlet temp. was 78F. Instead of phoning Repair Max/ Cross Country I decided to phone a reputable service provider (Morris Jenkins) on saturday; they came out within the hour. Very professional; the service man removed the fan unit from the condenser unit outside and immediately discovered the source of the leak: a rusted accumulator unit ($1500?). I asked him to just reassemble the unit and turn it off; I paid $89.95 for this service call.
I immediately phoned Cross Country in an attempt to reopen the claim; I was told rusted accumulators aren't covered! I immediately canceled the plan as it was apparent there was something seriously wrong here. Not sure about the price of the accumulator as I only paid $1645 back in 2000 for the entire unit, including installation. This also included the A coil (evaporator), associated tubing and dedicated thermostat. I will get some prices this next week. Unfortunately, money is too tight at the moment to spring for anything even approaching this price. I borrowed a box fan from a neighbor; it's still 82F in the house @0500.
I'm wondering if there is some sort of class action suit against this organization in progress and would my situation even qualify?
9 Updates & Rebuttals
Trophy1200
Charlotte,North Carolina,
USA
Formulas and conditions
#10Author of original report
Wed, August 24, 2011
The 600 sq. ft. per ton (12,000 btu) formula is only a rough guidline, as you should know. Oakwood Mobile Homes of this vintage all have thermostatically (automatic) controlled power ventilators in the roofs due to the fomaldehyde issue; basically they run nearly all of the time. A healthy amount of condensate issues from the drain tube whenever the unit is in cooling operation.
When the unit is first turned on after the home has been closed up and is very warm both inside and outside, the outlet temp. will actually dip into the mid '50s after the unit has been on for several minutes. Once the home has been cooled down the the unit begins cycling normally, the outlet temp never goes below the low 60s. It's 'right sized' and is (was) running correctly.
I received one final quote for a repair: $100 for the accumulator and $600 for additional parts and labor. I've decided to go with the $1500 installed 2.5 ton, 13 SEER, R-22 outdoor unit made by Ducane. Being installed this weekend.
Inspector
Tobyhanna,Pennsylvania,
USA
Short cycling eventually leads to long cycling
#10Consumer Comment
Tue, August 23, 2011
Once the valves begin to freeze then the cycles get longer until they are barely effective. I have lived in Texas and Oklahoma most of my life and can tell you that your system is too big for the square footage you have. Someone must be feeding you a boat load or the insulation on your dwelling is non-existent, like leaving the doors and windows open all day.
Since you seem to be an expert on everything I will take my useless information and bow out.
I was only trying to help.
Trophy1200
Charlotte,North Carolina,
USA
Troll
#10Author of original report
Tue, August 23, 2011
anonymous, you are a troll. I bet you work for CCHS.
The accumulator units are covered with moisture whenever the heat pump is in the cooling mode. It is almost unheard of that these units fail due to corrosion according to every service person I've spoken with recently.
Yes, the contract does spell that out and yes, I didn't read it completely and/or failed to comprehend what it meant. The component in question failed prematurely through normal use, making the heat pump inoperable. This type of failure should be covered, but isn't for some unfathomable reason.
Go troll somewhere else.
Trophy1200
Charlotte,North Carolina,
USA
Quotes
#10Author of original report
Tue, August 23, 2011
An educational day yesterday.
Prices to repair the unit (parts and labor): $1200 - $1500. The accumulator is $250.
I can buy a brand new Norodyne SEER 12 or equivalent outside replacement condenser/ compressor unit (R-22) for $1200. I can buy a brand new Norodyne SEER 13 R-410 split unit complete for $2200.
One contractor quoted $7500 for a brand new (unnamed) R-410 split unit installed. The customer service rep kept harping about 'we don't cut corners'. This is the big local co. with lots of tv commercials.
The balance of the quotes for the R-22 outside unit installed were between $1500 and $2300 installed for a Norodyne SEER 12 or equivalent. Was quoted $2800 - $3000 for the Norodyne SEER 13 R-410 split unit complete installed.
Will most likely go with the outside replacement unit. Every contractor I spoke with stated that an accumulator failing due to rust is an extremely rare event.
Anonymous
Winesburg,Florida,
USA
Definitely Correct. "Contract"
#10Consumer Comment
Tue, August 23, 2011
apparently you did not read your contract , since your on here trying to make cchs look bad..i myself get cursed at and treated like dirt allll day from people like you that don't read things and when something goes wrong you don't know why?? apparently your a man that does not know much about how a/c unit's work and for sure doesn't have any handy man exp. that's why you got the warranty in the first place. Good luck and high hopes to ya brother...you may also receive additional follow up contacts pertaining to your comment status , have a nice day
Trophy1200
Charlotte,North Carolina,
USA
Factually Incorrect?
#10Author of original report
Mon, August 22, 2011
Inspector:
Your information is factually incorrect? A 2.5 ton high efficency heat pump split unit for a 14x80 (14x76 actual) mobile home is 'right sized', especially since the MH manufacturers typically spec 3 ton 'average efficency' units for these mobile homes here in The South. No, the unit has never 'short cycled'; if anything, the cooling cycles seemed to be a bit long. What is the real reason for your 'rebuttal'?
Trophy1200
Charlotte,North Carolina,
USA
Warranty vs. Insurance?
#10Author of original report
Mon, August 22, 2011
I've read the contract by now for sure. I never imagined 'component failure from corrosion' would ever be an issue. 'Component Failure' for any reason not related to misuse and/or lack of maintenance seems reasonable. The young woman I spoke with who attempted to get me to keep the policy was doing what she got paid for but why should I pay for a service that failed to perform in this instance?
After reading numerous complaints concerning Cross Country I know I made the right decision and perhaps others will too before they have to learn the hard way, as I did. The local Norodyne distributor is supposed to get back with me today regarding price and availability of the accumulator unit and the local contractors authorized by Norodyne/Intertherm.
Inspector
Tobyhanna,Pennsylvania,
USA
Another reason?
#10Consumer Comment
Mon, August 22, 2011
While your getting quotes consider the fact that 2.5 ton for a 1030 Sq. ft. home is overkill. This sometimes results in freezing and excessive cycling of the compressor. It sounds like you were taken from the beginning. Get an expert to evaluate the size of unit needed for your home and steer clear of those that try to upsell larger units to make more money.
I think you will find that a much smaller unit will provide better efficiency and last longer. Good luck to you.
Anonymous
Winesburg,Florida,
USA
warranty
#10Consumer Suggestion
Mon, August 22, 2011
per the terms and conditions we cover the mechanical failure due to normal wear and tear. rust and corrosion are not covered. that's what it says in the contract?...did you read it? I read mine and everything is great ..you just got to understand what your paying for.it's a warranty not insurance.