Complaint Review: Stanley Warranty

Stanley Warranty is a home warranty co.  We purchased the policy for our home last June,2013.  Their moto is "We've got you covered 24x7x365."  The saleman showed us in the policy that if a unit were to malfunction or needed service repair they did it with no service charge or delay.  When the only claim was filed this June 2014, we got an email saying an adjuster would contact us and service the claim; that was the last we heard from them.  No one ever contacted us in person or on the telephone or come out to look at the unit.  This was in the middle of summer in the south.

Worse, they lied about how they tried to contact us repeatedly and then close out the claim because "we were not answering the phone."  So our official complaints include: l) Failure to respond or follow through on a claim. 2) MISREPRESENTATION of contact--i.e. no contact by an adjuster or message left by phone. 3) NO Contact by an adjuster to even assess the claim. 4) Claim was dismissed and closed without due process.    For a malfunctioning A/C In the middle of the hot summer in the state of GA. this is no joke!

We put in multiple emails and phone calls to Stanley.  The woman who answers the phone has a heavy accent and is incredibly curt to customers. Today we were told by this woman on the phone that the claim was closed--she stated "Oh, we tried to get you and no one answered." This is a complete LIE.

We have been waiting for some answer to the numerous written emails and calls. Well, we finally received an email dated July 16 stating we had 5 days to contact them or Claim would be closed. The call was placed immediately after reading on JULY 17 at approx.
12:20 p.m and were told the claim has already been closed. I explained that I
called as soon as I saw the email and 5 days had not gone by.

She was extremely rude transferred me and then the phone was disconnected. After repeated return calls to the main number for claims the same long wait was followed by a hang up. I believe this is a scam that tracts a phone number to a complaint and
simply ignores the call.  This is not a warranty company that can be trusted to honor the contract or items they profess to cover.  It is a discrace and they should be shut down.

* Stanley Warranty  560 Sylvan Ave. Suite 3032  Englewood Cliffs, NJ 07632