Complaint Review: Colonial Home Warranty - Wilmington Delaware

I bought this warranty to feel safe about items in my home should they break. However, it became very clear with just my first claim. Our garage door broke, I make a claim, and never got a call back from a tech. So I called again, they had closed the claim and didn't bother to follow up or question anything. So I had to make another claim. A week later my husband gets a call stating they don't have anyone in our area to do the work. But we can hire someone and submit the bill to be paid by them.  Excuse me I already paid them for the coverage why would I pay twice, and I don't feel comfortable paying for something and crossing my fingers it gets refunded.

 A few months pass and my refridgarator breaks, ( Oct. 4th)  He checks it out and says he will submit the claim to colonial. First week I hear nothing, so I called the tech, he says he hasn't heard back from colonial, second week I call colonial and am told they are looking into the claim to see if it would be more cost effective to replace the parts or the unit and he will get back to me.  On the 19th my husband gets a call from colonial stating they will not be covering the claim as it is a manufacturer defect, but they found that Fridgidaire will cover the parts we will have to pay a tech to put the parts in.  So I make a call to Fridgidaire to find out if it is a defect, I am told it is not and that the only reason they are willing to send us the parts for free is because on the 18th of Oct. my husband called in asking for assistant and as a one time customer service they will send the parts. The problem is, he didn't make that call, he was driving from NV. from work that day. She didn't have a name just that a man called in on the 18th claiming to be my husband.

So I called Colonial back to find out what kind of business they are doing and to why they would make a fake call like that. The mgr. of course didn't know anything about it and claimed they never would make such a call. Well then tell me how would you know the manufacturer would send out parts at no cost?   I didn't get an answer he just repeats himself and holds firm that it is a defect and they are not covering anything.  This company at this point haas caused me to not have a working fridge in my home for over a month due to their games.  I cancelled the policy with them on the 23rd was told it would take 5-7 days for the refund to show up in my account, as of today 11/12 it still isn't done.

 Every time I call I am put on hold for over 15 minutes and then hung up on.  And the parts from fridgeadaire were free, I had to pay $229.00 for their warranty to get the "free" parts and pay the tech $118.00 to put in the parts.  Nothing was free as Colonial stated and now I am out the money I paid for the warranty from Colonial, I had to buy a mini fridge since it took so long, I had to pay for a new warranty and a tech.  I have filed a BBB report request a refund of $1000.00 to cover all the cost I have had to pay while they messed out, lied and comitted fraud.