Complaint Review: Stanley Warranty - Englewood Cliffs New Jersey

In August 2013 I purchased Stanley's Home Warranty program with the understanding that the cost was $50/month and they only accepted automatic payments for warranty program on a payment plan.  I provided all my information and was also told there was a 30 day waiting period before you could request service.  I agreed.

On 10/11/13, we disovered a leak in our closet adjacent to the shower and called in for service.  It was a Friday but when I didn't receive a call by Monday evening, I called and had to leave a message.

On Wednesday 10/16 I called again and spoke with a rep.  The rep stated that they could not send someone out due to non-payment.  I explained I am on a mandatory autopay and he sends me to billing where they discover an error on their end which is immediately fixed, and my account debited.  I am transfered back to a rep and told someone will contact me shortly for a service appointment.

10/17 rolls around no call.  I contact Stanley Warranty, a rep profusely apologizes for the delay says that he will make sure someone contacts me.  Again I hear from no one.

It is now the weekend again and on Monday my account is debited the 10/20 payment of $50 but still no service provider has contacted me.

I call have to leave a message because all reps are busy assisting other callers and still no one returns my calls.  I email no one returns my emails.  I send an email to customer service stating that I am very dissatified with their customer service, which is no service, and that I wish to cancel my contract and request a full refund of $150 for which no service has been provided even after several requests for 1 single service call.

Finally on 10/28 after several messages and emails I receive an email from the warranty department saying that I have an appointment with a technician on 11/1.  I contacted the technician to see if he can come out sooner since we had already been waiting more than 2 weeks for service and he says sure but he has to charge me $250 and that I can bill Stanley back because he is not 1 of their service providers.  He agreed only to review their company and he would let them know on Friday 11/1 if he would accept their service contracts.  So this means that I didn't have an appointment unless he accepted them and he was just beginning his investigation.

I immediately contacted Stanley and had to wait for a return call.  On Tuesday afternoon Vern from Stanley contacts me, asks if he can do anything to keep us as a customer and when I explained all the issues, he agreed to cancel our contract.  When I inquired about a refund, he stated that becaue of all the issues, he would waive the $50 cancelation fee for early termination, but that there are no refunds.  He said that we did not receive prompt service because whether or not the billing department made an error payment was my responsibility. 

I explained that had I not contacted them I would have never known of a nonpayment issue because no ever contacted, but that the payment issue was resolved immediately on 10/16 so why is it now 10/28 and I still haven't received a call from a service tech.  I told him the nonpayment is BS excuse, he told me he did not like my cursing, and all the while I was with people and driving so I had him on speaker, so I was as polite as possible, but apparently he felt my cursing (BS word) was offensive and informed me he was hanging up and would cancel my contract.  When I hung up they laughed that he thought I was being offensive and the general consensus was that he was just upset that I wanted to cancel and wanted a refund.

I have filed a complaint with the BBB in New Jersey and on 10/30 there was yet another pending $50 charge from Stanley.  I called, of course had to leave a message, and received a message from Vern, stating he told me that he would waive the $50 cancelation fee but that he could not waive the $50 admin fee for the work it takes for someone to cancel the contract.  This is just ridiculously outrageous.  How can anyone stay in business conducting their business in this manner.