Colonial Home Warranty
United States of America#2UPDATE Employee
Thu, May 12, 2011
Re: Robyn Riddle
The customer called in the claim on 4/17/2011 that they air
conditioner was not working. Colonial assigned a contractor the same
day.
Colonials contractor called on 4/18/2011 with a diagnosis. The
contractor reported that a motor had burnt out on the unit. The
contractor stated he is unable to get the part right away and it would
have to be ordered. The contractor asked Colonial to see if we can
obtain the part on his behalf.
On 4/18/2011 Colonial requested maintenance records from the customer
per our terms which does reserve the right to request and review
maintenance records prior to approving a repair. The customer was
concerned about the time frame for approval due to having an infant at
home. The Colonial representative did let the customer know that should
they decide to repair the unit on their own ahead of the approval they
would be able to do that and file for reimbursement. Regardless the part
needed was not immediately available so this would not been able to be
repaired on the spot like most of our other Air Conditioner repairs.
The customer submitted records which were reviewed by the
Authorizations department. Although these records were not deemed
sufficient the Authorizations department did approve moving forward
with this repair.
Colonial put in an order for the part and received a response from
our supplier that the part would turn around in 7-14 days. The customer
was unhappy and expressed concern with the hot weather and the fact that
they have an infant at home. Colonial would not subject the customer to
a 7-14 day wait on a part in this situation. The Authorizations
department opted to offer a buy-out so that the customer can complete
the job in a quicker time frame.
The customer accepted the buy-out option from Colonial on 4/22/2011.
As of today, the customer did in fact complete the repair on 4/22/2011
and filed for reimbursement.
We did in fact provide on this claim per our terms.
Regards,
Colonial Home Warranty
Complaints Department