Aldo Home Improvement

Thank you for taking the time to bring this to our attentionAs a policyholder, your complete satisfaction is important to usWe have researched your claim and apologize for the delay in serviceAccording to our records we approved your requested air-conditioner replacement with the contractor on August To make amends for the inordinate delay in providing service, we have extended your coverage for two additional months at no charge to youAgain, we appreciate your patience as we worked toward an agreeable resolution for youThanks, Jodi L***

I am rejecting this response because: [redacted] has not contacted us to schedule the repair, and the work has yet to be completedWe appreciate ABC's approval of the work and response thus farWe called Steve at ABC Home Services today around PM to let him know we have not heard from [redacted] He said the work has been approved, and he would contact [redacted] and ask them to call us, but we haven't received a phone call to schedule the workThe issue will be resolved once the work is completed Regards, [redacted] ***

We do not dispute that your unit should be replacedHowever, it is not under the jurisdiction of a home warranty to do so in this situation.The contractor's claim that your unit is free of leakage is misleading and erroneousThere would be no reason to add lbs of refrigerant to a sealed unit unless the coolant had leaked outSubsequent visits after your closing confirmed that claimYou can confirm that fact with any reputable heating and cooling contractorYou absolutely may have a legal case in this situation but unfortunately it is not with our companyYou purchased a home with a defective air conditioner unit and that fact was hidden from you by multiple parties including a heating and cooling contractorPlease seek legal adviceAgain, we are willing to cooperate fully with your attorney and believe we may be able to help in your case.We apologize but there is no more we can do in this situation beyond what we have already offered

Unfortunately, the floor repair detailed within this complaint needs to be claimed through the homeowners insuranceAs per ABC Home-SAFE Warranty Terms & Conditions, see attached, coverage benefits exclude the repair of drywall & surfaces removed to access a repairSecondary and consequential damages (i.efloor repair detailed within this complaint), are expressly excluded from ABC’s coverage benefits In the interest of good business relations, our Director will agree to reimburse the homeowner $toward the drywall repair Thanks, Jodi L [redacted]

Thank you for responding that are agree to our reimbursement offer, we will expidite a check request today Thanks, Jodi L [redacted]

Thank you for taking the time to bringing this to our attentionWe rely on the accuracy of the information provided to us by our contractors to determine a fair buyout amount for unrepairable appliancesIn this case, we did not realize that your refrigerator is built in, which would increase the amount of our buyout amountWe will reimburse you the requested $1,The payment will be processed as soon as we have confirmed your payment informationAt your earliest convenience, please contact our company, provide your claim number, and we will need to know to whom the check should be payable and where it should be sentWe apologize for the inconvenience and appreciate your patience as we worked toward an agreeable resolution for youThanks, Jodi L [redacted]

Thank you for the opportunity to reply to this inquiry Our Claims Supervisor and Director of Sales reviewed the inquiry and our records show that the customer’s concerns have been addressed and a check request was processed as a result of the claim interactionThe claim was entered on April 23rd and the check was mailed on April 26th, for the agreed upon amount of $ You can reach out to our warranty department for more information by calling ###-###-#### and ask to speak with Julie, directly

We are sorry to hear that Ms [redacted] is not pleased with her coverage under our home warrantyWe do not dispute any of the facts Ms [redacted] provides in her commentary As with any sort of promise of coverage, a home warranty has a limited scopeThat scope is detailed in our Terms & Conditions and restricted to items that fail during the policy periodOur Terms & Conditions (see attached) state “Only a failure of systems occurring after the start of the coverage period, due to wear and tear, will be covered, except as provided below, regardless of when the failure occurred or whether it was disclosed to or discovered by the policyholder.” As Ms [redacted] stated, it is not only clear and acknowledged by her that the failure occurred before the policy period but it was also known by the party who used the baking sheet to catch the water in lieu of repairWe do not dispute that Ms [redacted] was unaware of the leak but the existence of the leak was known by the party that attempted the remedy and not disclosed to the policyholder As we suggested, Ms [redacted] should contact legal counsel as soon as possible to discuss an appropriate remedyWe would be happy to cooperate fully with counsel by providing any support information, documents, contractor reports and photos in our possession While we are quite proud of the extent of our coverage, we stand behind our statement that the issue in question is well beyond the scope of home warranty products Given that Ms [redacted] is not satisfied with what a home warranty is able to provide, we are happy to offer a full refund of the $paid by the seller for the coverage at closing

Mr***,Within the laws governing the home warranty, which is a legal contractual agreement, the maximum we can off you at this point is the full amount paid for the policy.Thank you

Thank you for bringing this matter to our attention Our supervisor reached out to the customer directly to address the concerns and apologize for the delay in dispatchingWith our apologies, months of free coverage was givenAs for the repair, the plumbing company was at the residence on October 16th and diagnosed the problemThe customer opted to use the repair dollars toward a water heater replacement and the contractor scheduled the replacement for October 17th Thanks, Jodi L [redacted]

Good Morning,ABC worked with MrsB [redacted] to resolve her concerns MrsB [redacted] is satisfied with the outcome.Thank you,

Thank you for taking the time to share your experience with usWe are aware of the communication issue with our company and are working as quickly as we can to resolve itIn the meantime, we would be happy to reimburse you for the $owed for your service call and cancel your protection,
refunding you the full premium you paid ($725)We apologize for the inconvenience and appreciate your patience

Ms***,We are sorry to hear you are having issues with our contractorsAs you and I just discussed by phone, we agree to your requests in that we have removed all charges from your file and, should you find that your ductwork was not in need of cleaning, we would be happy to reimburse you for
that expenseIn addition, if Sears Heating & Cooling finds covered repairs are necessary during your scheduled service later this month, please contact us immediately to open a claim so we can get the problems resolved for you.I have emailed you copies of both companies' service invoices that they submitted to us for your records.Again, we apologize for your experience but appreciate your taking the time to give us your input concerning your service experienceAs I assured you by phone, I will be reviewing your calls and coaching all parties involved to avoid this sort of problem in the future and to guarantee the best service possible for our employees

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

Thank you for contacting us with your concerns and we apologize for the service delayOur company contacted the contractor and approved the replacement of your air conditioner this morning as requestedWe appreciate your patience!

We contacted *** *** and authorized a weekend appointment for youThey will be contacting you by email to schedule service

We are sorry to hear you are not happy with your coverage
Coverage for your property was ordered by the listing
agent on
January 29, 2015, and emailed to the agent with instructions to provide the
information to all related partiesThere was no buyer for the property at the
time the policy was ordered
The agent presented the information to the title company and we
were included on your HUD-1, which you reviewed and signed acknowledging your
review
As with any home warranty, we “will not reimburse you for
services performed without approval and reserve the right to choose
contractors”Please refer to your policy’s Terms & Conditions (attached)
Although we cannot help with the expenses you incurred from
replacing your appliances, we are willing to cancel your coverage and refund
the full amount paid to us by the seller of your property for the coverage on
your home

Mr***, Thank you for taking the time to express your concernsAs a policyholder, your satisfaction is important to usFirst, I would like to apologize for the delays you experiencedUnfortunately, with the holiday weekend and rapid onset of hot weather we were overwhelmed with the volume of
air conditioner claimsIn fact, all heating and cooling companies in the area found themselves overwhelmed with service requestsWe are sorry you had the experience you did and we are working diligently on preparing for weather-related spikes we may experience in the futureAs for your claim, all home warranty companies cover items that fail due to wear and tear during the policy periodThat information is in your Coverage Benefits (please see attached)Based on the information we were provided, your air conditioner was not working when you purchased the property as noted in your home inspection done April 24, (please see attached)Your home inspector noted, “Action Necessary - The unit failed to coolFurther investigation and by a licensed HVAC technician is neededGiven the age of the unit, it will likely need to be replaced.” Page of our Coverage Benefits states, “Buyer’s Coverage starts upon payment at close of sale and continues for one year.” Your Coverage Benefits also state on page under the heading “Limits Of Liability” that “The Company’s liability is limited to failure of systems due to wear and tearOnly a failure of systems occurring after the start of the coverage period, due to wear and tear, will be covered, except as provided below, regardless of when the failure occurred or whether it was disclosed to or discovered by the policyholder.” And, “The Company will not cover existing failures which were known to the Buyer, or were disclosed to the Buyer at the time of purchase.” Also on page under “Central Air Conditioning (Ducted)…Not Covered”: “The Company will not repair or replace any component if it can be determined that the unit has been recharged within the last months without actual repair.” On May 21, 2016, prior to the state of your coverage period, a company added pounds of refrigerant to the unit but made no repairOn May 31, 2016, you found the air conditioner still not working and called a contractor who condemned the air conditionerOn June 6, 2016, *** *** Heating & Cooling was asked to look at the air conditioner and they also condemned the unit due to leakageUltimately, the Coverage Benefits of your ABC Home-SAFE Warranty dictate what we are legally obligated to provide to you and also what you are entitled to demand from usIt is a legal obligation on our part and, if you feel that we are not meeting those promises then we suggest contacting legal counselAn attorney may be helpful in providing additional clarification and we will cooperate fully in providing all of the documentation and records we have relating to your issueTo be completely fair, if you can provide documentation from a licensed heating and cooling contractor showing that the deficiencies noted in the home inspection regarding the air conditioner had been remedied prior to the start of your coverage period (May 25, 2016) which would include repairing the leak(s) that allowed pounds of refrigerant to escape from the unit and that the unit was operating as the manufacturer intended (free of leakage), then we would be willing to examine those findings and reconsider your claim for coveragePlease remember, your air conditioner is a sealed system and will experience no coolant loss unless there is a leakTherefore, a unit that is low on coolant has been compromised and can only be remedied by repairing the leakageThat fact can be verified by a licensed heating and cooling contractorIt was certainly not our intention to be insulting and we will be reviewing all calls to see if they could have been handled differently from a customer service perspectiveIn closing, if you are not satisfied with the coverage you were provided from our company then we would be willing to cancel your coverage and provide you a full refund of the fees paid for that coverage equaling $

Have not answered back from this complaint due to the fact that the company has not reached out to me/received reimbursement as stated in responseI believe complaint should stay open until is is completedCalled company and was unable to get information on reimbursement
*** ***

We understand that, as a
new homeowner, this situation must be frustratingAlthough pursuing a claim
through your home warranty may appear to be the least expensive option,
unfortunately we are not going to be able to honor your request due to the
reasons we previously stated
As you mentioned in your
original complaint, when the plumber opened the ceiling he "revealed a
cookie sheet that had been placed up there at some point to catch any small
leaks, etc."The purpose of the pan in the ceiling was obvious, even by
your own admission.
Again, we encourage you
to bring this case before legal counselWe are confident that he/she will help
clarify exactly why this is not an issue for your home warranty and may be able
to suggest a more effective solution through an alternate avenue.
Also,
as a point of clarification, what we are offering is to refund the full funds
paid to you, the homeowner, not the seller of the property