ABC Home Services

I understand the homeowner's frustration We apologize that Mr [redacted] had a negative experience with our companyAs a policyholder, we place a great deal of value in his satisfaction Home warranties cover items listed in their Terms & Conditions that fail due to wear and tear during the policy periodAs you can see in our Terms & Conditions (see attached), under “Specific Situation/Causation Limitations”, Second Bullet Point down it states: “The Company will not address any appliance that is working as intended but whose operation is being compromised because it was not correctly installed or installed in a location where it was not intended.” After dispatching a [redacted] certified contractor, [redacted] ***, they contacted the manufacturer and determined, due to a lack of insulation when the appliance was installed, on occasions where the temperature outside is extremely cold the oven will not function properly The appliance is mounted on an outside wall and Mr [redacted] noticed during the investigation of the problem the area was not insulated A recording of the conversation with [redacted] is attached It was determined by [redacted] the appliance needs to be removed and installed properly to maintain the proper ambient temperature Mr [redacted] decided he will engage the services of his own contractor to determine how to move forward and we are happy to review the bid to determine if there might be anything addressable under our terms and conditions Additionally we will extend to him a $discount on the renewal of his policy

I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me The response by ABC Warranty Service is fantastic and does perfectly fit with the policy I suggest the new repair company get the records from *** Appliance (the company that has been to my house times) so we can make sure this does not keep happening

Thank you for taking the time to
bring your concerns to our attention
Any claim made before the policy expires will be resolved even after the policy expires.
We want to move forward with a
resolution that is acceptable to you
We would like to have a ***
*** *** appliance service visit the property to address the problem with
the noise from the refrigerator and the ice maker, as both are covered for
repair or replacement for failures due to wear and tear under our terms
and conditions, attached

Please accept our apologiesWe will forgive the $service fee.I spoke to the owner of *** *** *** *** *** this morningHe is the person who came to your home to see why you did not have gas serviceHis company previously worked on your air conditioner, which is electric and unrelated
to your natural gas system so his service tech would have had no reason to have turned off your gas systemApparently, there was a breakdown in communication because he said he would have had no reason to accept responsibility for the issueYou may want to investigate further as to why your gas service was off

I understand the homeowner's frustration.
 
We apologize that Mr. [redacted] had a negative experience with
our company. As a policyholder, we place a great deal of value in his
satisfaction.
 
Home warranties cover items listed in their Terms &
Conditions that fail due...

to normal wear and tear during the policy period. As
you can see in our Terms & Conditions (see attached), under “Specific
Situation/Causation Limitations”, Second Bullet Point down it states:
 
“The Company will not address any appliance that is working
as intended but whose operation is being compromised because it was not
correctly installed or installed in a location where it was not intended.”
 
After dispatching a [redacted] certified contractor, [redacted], they contacted the manufacturer and determined, due to a lack of
insulation when the appliance was installed, on occasions where the temperature
outside is extremely cold the oven will not
function properly.  The appliance is mounted on an outside wall and Mr.
[redacted] noticed during the investigation of the problem the area was not
insulated.
 
A recording of the conversation with [redacted] is
attached.
 
It was determined by [redacted] the appliance needs
to be removed and installed properly to maintain the proper ambient
temperature.
 
Mr. [redacted] decided he
will engage the services of his own contractor to determine how to move forward
and we are happy to review the bid to determine if there might be anything
addressable under our terms and conditions.  Additionally we will extend
to him a $200 discount on the renewal of his
policy.