Aldo Home Improvement

I have now heard from a claims managerI am waiting to hear aboutscheduling contractors.He has renewed my contract.*** ***

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***

We were advised that the unit was in working condition when we took ownership of the homeI've attached a receipt (paid by the previous homeowner) stating "no leaks present." This was stated by the HVAC contractorI am not an HVAC contractorIn your response you reminded me to "remember, that it's a sealed unit." I don't know a thing about an AC unit so based on our realtor, *** *** with HER realtors & our own attempt at using the unit the day before closing, it was in working condition when we took ownership. Your website states "Buyers can be confident that they are protected against unexpected repair or replacement costsWe spent weeks suffering through the summer heat working with your companyYOU advised us to contact our own contractorWhen that contractor determined the unit needed replaced, I spoke to Mark with your company and he told me on a recorded line that "we were eligible for coverage." Mark even set up a follappoint with *** *** Heating and Cooling (one of your contractors because we weren't able to continue using our contractor once they condemned the unit). Your home warranty was provided to us by the sellers of our homeRefunding the policy cost does not solve the problemOur unit was dying and now you want to cancel coverage? That doesn't seem very customer-focused if you ask meWe called your company over timesWe spend a large amount of time with a busy signal or listening to the phone ring or talking to a variety of reps who continued to help us or attempt to help us until a REAL problem was discovered. When speaking to our attorneys, they likened your treatment of this claim to a health insurance company deciding to refund premiums in lieu of covering a cancer diagnosis, or an auto insurance company refunding premiums and canceling coverage instead of covering a costly collision. We are now out $from the contractor that you required us to use after the unit was condemned & we now have to struggle to come up with the money because we are expected to be HVAC professionals when we take ownership of a new homeThat really doesn't seem fair. I've also attached the receipt from *** *** Heating & Cooling

Good Morning,ABC was able to work with the customer to resolver her concern.Thank you

Canceling the policy and offering a full refund of the policy is the same as admitting that the company should have communicated directly with me regarding coverage and contract terms upon acceptance of my full paymentHad they done so I would have known who to contact for giving advance notice of work performedJust because I am plus, does not mean the company can walk away after not having done their due diligence in contacting me directly and welcoming me as a new customer to ensure I understood the small print in the contract handed to me via a 3rd party who did not review the contract with meThis is shoddy business practices at best. The Company should realize it's mistake of not reviewing the contract with me and make restitution, while at the same time cleaning up its business practices to avoid future issues.Sincerely,*** M ***P.SI would be willing to settle for a lesser amount, given the unclear circumstances that created this mess

I am rejecting this response because: I spoke with abc a moment ago and we are not interested in canceling our service ABC is issuing a check for the $balance due to usABC ask confirmed approval of forthcoming furnace replacementThis is being rejected only because we do not wish to cancel our serviceOtherwise please consider the issue resolved
Regards,
*** ***

Thank you for taking the time to share your experienceYour complete satisfaction is important to usWe apologize for the delay in processing your electrical claimYour information has been provided to a contractor and they will contact you promptly to schedule serviceWe are aware that we are
having a temporary issue with communication and are working diligently to resolve the problemAs a courtesy, we are adding a month of coverage to your account at no charge to youThank you for your patience!

Thank
you for the opportunity to reply to this inquiry
We would ask the Revdex.com to
forward this inquiry on to *** ***, as well as the Customer’s Water
Company and Condo Association for comment to the concerns that fall outside the
scope of ABC’s Home-SAFE Warranty coverage;
please find a copy uploaded herein
Please note, this contract covers only the items mentioned as covered and
excludes all others
Our
Claims Manager, *** and Claims Supervisor, *** have reviewed the inquiry
and our records show that the customer’s claim was dispatched on April and
the contractor’s May invoice has since been paid in full
Our Claims
Manager has made multiple attempts to reach the customer via phone in order to
discuss the concerns covered by our Warranty coverageThese attempts have not
been received or returned by the customerWe would like to offer to send
another Contractor out to the residence located at *** *** *** *** *** ** *** *** ** *** We would ask the contractor to access the
property and in turn provide an avenue of resolution for necessary repair(s)
We would ask the contractor to provide the evaluation to but the customer and
usIf the
residence meter is presenting an issue we can suggest *** *** ***
Before
we can arrange the Contractor visit, we would ask the customer to reach out to
our warranty department by calling ###-###-#### and ask to speak with ***
or ***, directly

there was no evidence of leakage prior to the closing on our house and prior to the warranty taking effectThere is no evidence that there was a leak that went undetected or that the prior owner had not disclosedAgain, two home inspectors from two different companies found no evidence of leakageSo the leakage occurred after the policy was in effect, which is why we are asking that the repair be covered under our warrantyWe have no idea why there was a cookie sheet in the ceiling and neither does ABCI am also rejecting this response because ABC is offering us a refund of the home warranty, which was purchased by the sellerThis would be of no advantage to us since we did not purchase the policyIf ABC would like to press a legal issue with the former owner, then that is their prerogativeBut they should repair our plumbing issues which are within the scope of the home warranty.We ask that the BBC of Central Ohio intervene to help us reach a resolution that will resolve this issue

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meBut I would like to keep my complaint open until I have been reimburse for the repair
Regards,
R*** ***

We do not dispute that your unit should be replaced. However, 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 erroneous. There would be no reason to add 7 lbs of refrigerant to a sealed unit unless the coolant had leaked out. Subsequent visits after your closing confirmed that claim. You can confirm that fact with any reputable heating and cooling contractor. You absolutely may have a legal case in this situation but unfortunately it is not with our company. You purchased a home with a defective air conditioner unit and that fact was hidden from you by multiple parties including a heating and cooling contractor. Please seek legal advice. Again, 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.

Thank you for taking the time to share your concerns with us. We apologize for the extreme inconvenience and are working on resolving some communication issues with our company. In the meantime, we have authorized you to have the repairs completed totaling $1,489 at our company's expense.We...

appreciate your patience as we worked toward an agreeable solution.

Unfortunately, the floor repair detailed within this complaint needs to be claimed through the homeowners insurance. As per ABC Home-SAFE Warranty Terms & Conditions, see attached, coverage benefits exclude the repair of drywall & surfaces removed to access a repair. Secondary and...

consequential damages (i.e. floor 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 $100 toward the drywall repair.   Thanks, Jodi L[redacted]

I am rejecting this response because: [redacted] has not...

contacted us to schedule the repair, and the work has yet to be completed. We appreciate ABC's approval of the work and response thus far. We called Steve at ABC Home Services today around 2 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 work. The issue will be resolved once the work is completed.
Regards,
[redacted]

I am rejecting this response because:
The response provided did not address any of my pertinent questions. Please see the numbered list of questions below, and please provide direct, clear answers to each numbered question.   It is a lie that ABC has tried to contact me. No efforts have been made to reach out to me. This is horrible as this warranty has been paid for. Yet, I still do not have water in my home. From the beginning, all correspondence has a respectful request to contact me via email, due to my hectic work schedule. ABC has shown a purposeful disregard for me. Why aren’t efforts being made to contact the customer through the way that is convenient for the customer? Please explain why [redacted] and [redacted] cannot email me about these matters? Please confirm that the follow up contractors visit ([redacted]) will be paid by ABC. What responsibility is ABC taking regarding the wrong treatment and racial bias (lies, not sending documents/pictures as promised, accounting for plumbing work that was not actually performed) I received by [redacted].  The same day that I receives the wrong treatment from [redacted] (lies, not sending documents/pictures as promised, accounting for plumbing work that was not actually performed), I notified ABC that I was having issues with this company. Still, ABC paid discount drain and is overlooking their discriminatory behavior why is this happening? What action will ABC take against discount drain for this unfair, biased treatment I received? I have confirmation of everything the [redacted] technician said, which can readily be released. What will ABC due to insurance [redacted] uphold their warranty for the work performed? The real estate agent sent my warranty to me. The older home-safe warranty does not advise against sub meters. No proof has been presented to show that sub-meters, owned by the homeowner, are not covered by the ABC home-safe warranty. Perhaps the most important point is, I closed on my home prior to the home safely warranty being revised. According to my warranty, when I closed, my sub-meter is covered. Your company is referring to the new contract. Could you please explain why ABC is not being truthful about this matter?   In closing, I want [redacted] discriminatory behavior to be fully addressed by ABC, since ABC contracted these people to my home. I want the plumbing company ([redacted]) to inspect all work that was supposedly done by [redacted] and assess what work still needs to be completed and have the remaining work that needs to be done to restore water to my home (replacement of the sub-meter) to be fully covered by my home warranty, with absolutely no cost to me.   I do not have water in my home. This week, everything must be addressed.

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 dispatching. With our apologies,  3 months of free coverage was given. As for the repair, the plumbing company was at the...

residence on October 16th and diagnosed the problem. The 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]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
L[redacted]

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

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. We accept the offer from ABC to provide support if there is a lawsuit. We still feel caught in the middle of an issue which required us to be HVAC experts and know that the unit wasn't going to work a few days after the seller's "so-called" repair, leaving us out $3850.

Thank you for taking the time to bringing this to our attention. We rely on the accuracy of the information provided to us by our contractors to determine a fair buyout amount for unrepairable appliances. In this case, we did not realize that your refrigerator is built in, which would increase the...

amount of our buyout amount. We will reimburse you the requested $1,500. The payment will be processed as soon as we have confirmed your payment information. At 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 sent. We apologize for the inconvenience and appreciate your patience as we worked toward an agreeable resolution for you. Thanks, Jodi L[redacted]