Globe Home Protection Reviews (%countItem)
Globe Home Protection Rating
Address: P.O. Box 620395, Orlando, Florida, United States, 32862-0395
Phone: |
Show more...
|
Fax: |
+1 (800) 597-3630 +1 (407) 429-2347 |
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Globe Home Protection
Add new contacts
Globe Home Protection fails to provide support to repair dishwasher and microwave on a two year warranty (Stellar Plan)
Timeline:
Home closing: 7/31/19
Inquired about plan numbers and support: 9/9/19
Received response from Janet ***: 9/10/19
Receipt of customer packet: Never
Created account with email info by myself: 9/11/19
Made (2) claims: 9/30/19
Denied (2) claims: 10/3/19
We closed on our house on 7/31/19, I inquired on the home warranty multiple times to Globe. We never received a welcome packet and the only information that I did get was a confirmation number. From there, you have to take that confirmation number, find their web address (because you don't know it), create your own account and then learn about the products you just purchased. Lucky for me, I did all of that. I cannot imagine what everyone else is going through.
For us, we have two appliances that showing trouble and need immediate attention due to fire hazards.
As you will see in the attached email, I was declined on my claim for repairs to our refrigerator and microwave on 10/3/19. The basis of this is due to a supposed 30 day window or occurrence. There are three monumental things wrong there:
1) There should be NO LIMITATIONS as to when you place a claim on a broken item that is covered within your home.
2) This home warranty was put in force to protect us (the consumer) from appliances, etc that could go bad.
3) Globe, did not give me the account "Confirmation Number" until 9/11/19, which is within the 30 day window.
My recommendation to anyone reading these complaints is to stay away from this company. As you can see, they lack the minimal business practice standards and are only in the business of declining claims.
Globe has only one choice, to serve the warranty that we paid for and replace the microwave and dishwasher with new, like item for like items. These units are GE Monogram products. Here are the links for the new units: Dishwasher: https://***.com/us/specs/*** Microwave: https://***.com/us/specs/
Document Attached
Evelyn ***
Consumer Affairs Representative
Fax: 407-***
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Case#: ***
Globe Home Warranty is in receipt of the above referenced case and a complete review has been completed. The client submitted a claim for the dishwasher and another for his microwave on 09/30/2019. After review of the microwave claim it was found that the problem existed prior to the effective date of the home warranty. It was documented in the client's home inspection, which was completed prior to the home warranty, that the light did not operate when tested from the user interface. The customer changed the light bulb and it still did not function. This could indicate a number of problems with the user interface, control board, fixture or wiring. Due to this issue being documented in the inspection it voids all coverage for this appliance.
Per the terms of the contract, claims must be submitted in a timely manner. This prevents a small inexpensive issue from becoming a major failure due to neglect. In Mr. P's case he waited from July 31st to September 30 before reporting the issue. Please refer to the Agreement, page 7 under "Terms and Conditions". It states "The contract holder must notify GHW within thirty (30) days of occurrence when any of the systems, appliances or components covered by this contract become inoperative so as to require or replacement services under this contract".
While we attempt to offer as much coverage as possible the plans are not all inclusive and may have limitations, or terms and conditions that are standard in the industry.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
(The consumer indicated he/she DID NOT accept the response from the business.)
The claim for repair for these two units is as such:
Dishwasher:
No issues found during inspection. After we moved in, we found that; does not dispense soap, does not wash dishes and smells as if it is on fire. We need immediate repair or replacement for this unit and filed a claim to support those repairs on 9/30/19.
Built In Microwave:
Light "bulb" issue found during inspection, not light operating card. Unit sparks during use and acts is if it will catch fire. We need immediate repair or replacement for this unit and filed a claim to support those repairs on 9/30/19.
Globe Home FAILED to provide me any welcome letter or documentation until I reached out to Janet *** 9/9/19. Via email and phone, I was able to get my identification number and went to the webpage and built my dashboard. Over the course of our conversations, Globe Home has admitted to having email and communications problems and apologized for not getting me any of the welcome packet details. What they are asking is for me to have MADE A CLAIM during the period of 30 days from the time that we purchased the home in July of 2019. If I did not have the company name, contact or welcome letter, how would I process a claim? This is how they are getting it wrong and are failing to support us. Please move forward with getting Globe Home to support the warranty.
Consumer Affairs Representative
Fax: 407-***
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL XXXXX
Case #***
Dear ***,
We are in receipt of *** P's response. Documentation of the home warranty was forwarded to the title company and was presented and funded from closing. The documentation was included along with all of the paperwork received at his closing and is indicated in his residential real estate contract. Please see the attached documentation of the emailed confirmation page/invoice forwarded for the client's closing. Also attached is a copy of the title company check showing that the warranty documentation was present at the closing. We complete our postal mailings on a bi-weekly basis so Mr. P would have received warranty documentation by mail the second week of August. Mr. P's warranty information is always available online via our website along with all of our contact information. The client was able to reach out to one of our local representatives on their cell phone which indicates that when he was ready to contact us, he did.
The client's claim filed for the microwave is a non-warranty issue as it is indicated in the home inspection which was performed before the start date of his home warranty. Known pre-existing conditions are not covered by the home warranty industry. As it was indicated in his inspection he should have had the seller take action in order to repair or replace. The client's home inspector informed him at the time of the inspection that the "item is not fully functioning and requires repair or servicing".
In order to attempt to resolve this complaint we are willing to move from our current position and dispatch a service provider for the dishwasher claim filed. The client neglected to call in the claim in a timely manner but the unit was indicated as "Acceptable" by the home inspector. A service provider will contact the customer in order to set up a time that is convenient. We look forward to processing his claim per the terms of the agreement and look forward to moving this case towards resolution.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
Document Attached***
Globe Home Warranty Company has not replaced or repaired any of our items that are broken. They have not yet sent a full reimbursement of the warranty or paid the $300 that they said they would for the dishwasher. I highly recommend all consumers to stay as far away from Globe Home Warranty as possible.
Consumer Affairs Representative
Fax: 407-786-2625
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Case #XXXXXXXX
Dear ***,
Globe Home Warranty is in receipt of the above referenced response and a review of the file has been completed. On December 2, 2019 the client emailed us a written demand for a refund his home warranty. Please see below email from the client.
"As of this date, I have not received the reimbursement for the warranty that I have asked for. We have not received the $300 that was supposed to be sent for the replacement of our broken dishwasher and I have updated the Revdex.com page to reflect this.
The next step is engaging our lawyer, which will happen by the end of this week if I do not see a full refund and the $300 that was offered.
This is your last chance to settle this out of court."
Please note that we require a request for cancellation to be received in writing as we need documentation that the request was made by the client. We have explained this verbally to Mr. but until now we do not show we have received a documented written request. A response to his email has been sent indicating that we have received his request for cancellation and will begin processing.
Globe Home Warranty had agreed in a previous response to dispatch an independent network service provider to diagnose Mr. dishwasher. The warranty company approved the necessary repairs and authorized the replacement of the key pad. Before the repairs were completed we were informed by the vendor that the client was unhappy with the general condition of his recently purchased unit. A Globe associate contacted and suggested we replace the unit with a new, builders standard unit rather than repair the existing one. The client refused the new unit. The choice was then given to the client to either repair his existing unit or to take what it would have cost us to replace it with a new builders standard unit. The client requested that we send him a payment for the cost of the new unit which was then submitted to the accounting department for processing.
The client's request for a monetary payment in order to resolve the dishwasher claim was received on November 8, 2019 and payment was processed and forwarded 30 day net. Payment is in route and will be received from the bank within 7 days. As the client has further requested a refund for his home warranty, the policy has been cancelled and the refund will be processed per the terms of the contract.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
(The consumer indicated he/she DID NOT accept the response from the business.)
On 12/10/19 Globe Home Protection sent this email and they "stated" that they have accepted the email as my cancellation.
Dispute Resolution
Tue, Dec 10, 4:16 PM (22 hours ago)
to me
***,
This email is to inform you that we are accepting the below emailed demand for reimbursement as a request to cancel and will be processing per the terms of the contract. A formal response will be forwarded via the Revdex.com.
Regards,
Dispute Resolution Specialist
XXX-XXX-XXXX
***@globehomeprotection.com
www.globehomeprotection.com
Consumer Affairs Representative
Fax: 407-786-2625
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Case #XXXXXXXX
Dear ***,
Mr. is correct, on 12/10/2019 *** was notified that we had received his cancellation request and that it would be processed per the terms of the contract. Further explanation was forwarded via the Revdex.com on 12/11/2019.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
Purchased this warranty for our new home but it is not being honored.
We spend $599.00 on this 1 year home warranty. We called about our washer breaking and they would not come out to fix it so we had to buy a new one, then our refrigerator broke and once again they did not honor the warranty (both appliances were in the home when purchased.) Many calls and emails 7 months later the issues are still not resolved. I have an email stating they would refund us, but as soon as we replied we got no answer. My mother also got involved and they have just been giving all of us the run around. I want my money back and this company is a fraud.
I would like the full refund that I paid for the home warranty $599.00 ASAP since I have not utilized this service because they basically did not let me.
Evelyn***
Consumer Affairs Representative
Fax: 407-***
Revdex.com serving Central Florida
***
Longwood, FL 32750
Re: Case# ***
Globe Home Warranty is in receipt of the above referenced inquiry and a full review of the file has been completed. The washer claim was submitted to the claims department stating that the washer was a "Maytag Premier Commercial Washer". The claim was closed as the home warranty specifically excludes commercial units. The customer disputed the claim several months later and the claim was reopened but the client had already replaced the unit not allowing the warranty company the ability to complete a diagnostic for coverage. As the unit is no longer in the homeowners possession the claim has been closed.
There is no refrigerator claim that has been submitted. The claims department received a receipt indicating a new refrigerator was purchased however no claim was initiated with Globe Home Warranty.
We appreciate the opportunity to clarify our position with regards to this matter.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
I am a current client of the warranty company. I contacted the organization 6/12/19 regarding my sink garbage disposal that was no longer working. Shortly after the initial call I was contacted and advised that there wasn't a plumber available in my area and to contact one on my own and a service limit of $250.00 and service fee of $75 will be deducted. I received a claim number by text message 6/14/19 from phone number 407-*** providing the claim number and where to send a email to submit the diagnose or receipt to. I found a local licensed and bonded plumber in my area that came out for under the allocated amount. I submitted the receipt with payment June 25th. I received a check dated 08/07/2019 for $65 with no detail explanation of deduction. I contacted the warranty company to find out what happened to the additional funds. I was not given a explanation and was told that by the representative that I receive a call back or email after research. I received a email from ***@*** still not explaining how only $65 was reimbursed. I called back 8/13/19 and spoke to Shannon, Assisting claims manager stating that $55 was for Parts and $85 for Labor. I advised that the amount was un-realistic and how come I was told that the amount allocated for the repair/replacement was $250. I did a quick google of the part and the same brand which was removed and replaced is over $100 and how do they come with $55.
Order_Number:
Refund I would like the full amount of $240 refunded for inconvenience.
Evelyn ***
Consumer Affairs Representative
Fax: 407-***
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Re: Case#:***
Globe Home Warranty is in receipt of the above referenced case number. A review of the file has been completed. The client submitted a claim regarding the garbage disposal and was the work was to be completed on a reimbursement basis. When a claim is placed in a reimbursement status the client is informed that they are to complete the work themselves and submit receipts to be reimbursed per the terms of the contract. Globe Home Warranty reserves the right to provide cash in lieu of repair or replacement in the amount of our actual cost. Payment will be provided based on our negotiated rates with our service provider and/or supplier network, which may be less than retail.
In this case the pricing was based on a comparable unit from a local home improvement retailer. Please see the attached documentation to give an example of pricing for the garbage disposal. In this case $55 for parts. One hour labor was included at $85 an hour for the installation of the disposal which is ample time for a professional to complete the repair to total $140 for the reimbursement less the client's $75 service fee due per claim. Payment was forwarded in the amount of $65 which the client accepted by cashing the check.
Unfortunately, we do not reimburse any amount submitted by a customer. The contract states that we will reimburse what is usual and customary for the warranty company to pay.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
(The consumer indicated he/she DID NOT accept the response from the business.)
I was advised that the allocated amount for the job was $250 which I came under budget in the amount of $240. After speaking with Shannon the Assistant claims manager she advised that she would have the recording pulled of the conversation advising that. The original conversation took place June 14, 2019 followed by a text message from 407***. As of today Shannon nor Global Warranty has contacted me. I also advised the account to be placed on hold not withdrawing any additional fees until this issue is resolved yet the company took another payment and is refusing to speak to me concerning the refund of that. I was advise since I contacted Revdex.com that they will not address any of my questions nor concerns. Not even the additional payment withdrawn from my bank account.
Evelyn ***
Consumer Affairs Representative
Fax: 407-***
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Re: Case#:***
Globe Home Warranty is in receipt of the client's rebuttal. The claims department does not allocate an amount prior to the repairs being completed as we do not know what the final repairs will be. The client is instead informed that we will reimburse what is usual and customary for the home warranty company to pay. We explain that the client will be reimbursed per the terms of the contract. A payment has been processed and forwarded to the client. Please note the client has cashed the check.
The client requested that her payments be put on hold/cancelled on August 15, 2019 however the payment was scheduled to be taken on August 15, 2019 and her request was received too late. We are able to process a cancellation per the terms of the contract if the client wishes.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
The company has provided false information. Check number*** has not been cashed as it is still in my possession. It appears that this company make statements without checking facts and the consumer are at a disadvantage. The problem with this type of predatory organization is the consumer is at a lost. They wait until it becomes a pivotal or venerable moment and no one holds them accountable. I was told that I can cancel by submitting a written request for cancellation which I did and not being told that my cancellation request and date was the same. When I called back to make the representative aware of this I was advised that I will received a refund on what was automatically withdrawn. And now they are saying its too late. Just as I was advised that the allocated amount for this job was $250 and that the organization will pull the recording from the representative that advise me of that information, yet no one has addressed that issue. My mother refrigerator went out a month ago. Not only was she advised of how much a new one would be allocated for PRIOR to selection she promptly received her FULL REIMBURSEMENT check after submitting her claim. However this was all done through AMERICAN HOME SHIELD. Once again the information that this company has provided if false with no accountability. I can not understand how they can just say anything to consumers and nothing can be done without going to court. Even something as simple as saying that the check has been cashed when I'm looking at the check on my desk. If only I had today's paper so I can take a picture...WITH THE CHECK!
Evelyn ***
Consumer Affairs Representative
Fax: 407-***
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Re: Case#: ***
Globe Home Protection is in receipt of Daffany ***'s further correspondence. Please see the attached documentation of payment. This documentation shows that payment was made and the funds are no longer in the Globe Home Warranty's account. The funds are now in the client's possession.
The last monthly payment of $54.72 was scheduled to automatically be debited and is rightly due to the home warranty company. The company held the liability and has processed and paid out on claims. If the client refers to the cancellation policy stated in the Agreement she will note that no funds would be returned as any refund would be pro-rated less claims paid. Her warranty policy period is nearly at an end with claims paid.
It is standard in the industry to reimburse what the home warranty company would pay for a particular job. A warranty company will not pay any invoice submitted without question. It is not the fault of the warranty company if a client gets taken advantage of by a contractor. We will however reimburse for an equivalent unit and acceptable labor. Globe Home Warranty did not fail to honor the Agreement with Daffany ***. We complied with the coverage as stated in the Terms and Conditions of the Agreement.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
Refusal of claim on A/C
We had a call from our management team on May 21st 2019 to report a problem with our AC.We own a vacation home. We immediately called Globehome Protection at 15:22 from our home in the UK I had no luck getting through. I went on my dashboard on my log in page on GLobeHome warranty and it clearly states ALL EMERGENCIES SHOULD BE MADE BY PHONE I called consistently for hours not having any one answering as I live in the UK the time differnce is 5 hours it was 23:30(UK time) when I had had enough of calling with no luck. I then left a messge on the dashboard!!!
I then had to arrange on management team to arrange a local AC company to come out as it was a matter of urgency. When you own a vacation business you have to have a responsability with your guests that day was nearly 90 degrees so I had to make that decision to get it fixed myself. I understand it states in my contract I cannot have my own repair company precede with the work without the authority of Globe. But what was I meant to do in this situation when no one answers the phone?
I submitted a claim when I managed to get through to someone which again I had problems trying to speak to someone.
6 weeks later I eventually received an email today refusing my claim. The sole reason stating the claim was made after the repair was done and not submitted by phone before hand but I cannot stress enough I called numerous times.The cost of the repair was over $1500.
All I ask is for my claim to be agreed as I have explained my case I believe it is only right that Globe reconsider my claim as all the stress this has caused me with this matter. I have insurance for piece of mind we have been returning customers for the past 3 years. And feel I should be compensated for all the upset this has caused
Globe Home Warranty is in receipt of the inquiry submitted by *** regarding the air conditioning repairs completed on Wednesday, May 21, 2019. A full review has been completed. The client submitted 10 claims in the last year and is very familiar with our procedures. The client has on many multiple occasions contacted us by phone, online and regularly corresponds with several associates in various departments by email.
A claim can be submitted during normal business hours by phone, email and online via the home owner's dashboard. If a during peak hours a phone call goes to voicemail during normal business hours the client is instructed to leave a voicemail. Claims voicemail records are closely monitored and a return call is made in a timely manner. A detailed review of all emails, phone records, voicemails and online correspondence has been completed and it is determined that Mr. did not notify the claims department of the failure until Thursday, May 22, 2019 after the repairs were completed. The statement regarding emergency claims is clearly indicated in the contract as referencing after hours emergency claims. During normal business hours a claim is able to be filed in the various ways available and it will receive a prompt response.
As the repairs were completed prior to the claim being filed and the company being notified this issue falls outside of the warranty contract. His actions denied us the opportunity to diagnose and determine coverage per the terms of the contract. Please note in the Agreement and brochure it states "Do not call a contractor yourself! You will not be reimbursed for the work done without prior company approval".
Globe Home Warranty appreciates the opportunity to respond to the inquiry or case number received.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly I totally do not accept the companies response, the reasons why are:
Globe stated no phone calls were made on the day the A/C broke down, please see attached document with all phone call history showing my attempted calls to them on the 21st May 2019 from UK time 21:44 through to 22:33 totally 31 phone calls, with no answer as you can see by the durations of the calls. USA time would have been 16:44 to 17:33, there should have been someone to answer calls as this is an insurance company! Also I would like to add the web-site states all emergencies (which this was) MUST BE SUBMITTED BY PHONE. I also enclose screen shot of their web-site showing this. Globe also stated in their reply that I had had 10 claims this year, this is a false statement, I have only had one, this was also a struggle to get them to payout. I also enclose the proof of the one and only claim this year! Due to all the stress Globe have caused us we should be compensated from them.
Globe Home Warranty is in receipt of ***'s response. Mr. is citing after hours claims procedures when he states emergency claims must be submitted by phone. During normal business hours, after hours claims procedures are not to be followed. Claims can be submitted by phone, email and via his dashboard. If during peak hours a client is not able to reach an associate by phone they are instructed to leave a voice mail and an associate will contact them in order to process claims. Mr. left two voice mail recordings but in both recordings he did not speak and simply hung up after a moment. He should have left a message, submitted it via his dashboard or referred to any of the email addresses in his many email correspondences with Globe Home Warranty; to email us. By completing the repairs without company approval he has denied the warranty company the ability to determine coverage. In the agreement and brochure it states in red letters "DO NOT CALL A CONTRACTOR YOURSELF!". Mr. contacted a contractor himself and therefore voided his coverage per the terms of the contract.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
I have gotten a lot from this home warranty company. It was something that came with my new home and it has benefited me greatly this year. Right when I moved in I had a problem with my water heater not working. They sent a plumber and he rebuilt the whole thing. Globe covered the repair completely. A few months down the road my AC stopped and they had it fixed within a couple of days. Now I just used them again for my washing machine. The motor burned up and it was written off as unrepairable. I am informed by Globe that I should get a call from Lowes in the next couple of days to have a new one delivered. I can tell they have a pretty good group of contractors around here because each time they had someone to me within a few days of me calling in. The staff is professional as far as they got the job done and they were efficient. All in all I am very pleased with their service. Not that it would probably happen but I would absolutely recommend them if anyone asks me about a warranty company. Thanks.
Failure to issue reimbursement check. Claim was approved by Globe Home Protection, followed the instructions and never received a check.
I started a claim for a dishwasher (claim and account ID : ***) and have yet to receive the reimbursement check for the approved new unit. I have now been promised multiple times by the claims, sales, and accounting departments that the check will be sent out and it never has.
February 20th : Claim started, technician dispatched and paid 70$ deductible.
February 23rd : Received phone call from a women who identified herself as Love and was told I was approved for a new dishwasher unit. I was told the check would take 4 to 6 weeks to process.
March 12th: New unit purchased and receipt emailed to claims as per instructions. I called in to confirmed with Claims Manager Pat that it was received and processed for an estimated reimbursement of 328.00 dollars which will be sent by the end of March.
April 12th: Contacted claims, was told by Pat an issue occurred and my check "fell through the cracks" it would be sent out next week.
April 24th: Contacted Pat again to confirm the check was sent. There was another mishap, and checks wont be sent again until May 29th. He refused to send me in writing a confirmation the check would be sent, and also he would not let me speak to another manager or his superior. When asked why, his reasoning was simply said as "I'm just not going to do that." and then hung up.
April 24th : Spoke with Alex the sales manager after calling repeatedly, he confirmed the check would be sent the 29th, and said he would send me something in writing but never did. He also said things like he was walking the claim down to accounting himself, and he would expedite the process.
June 10th : Spoke with a woman named Love, who said they couldn't help me because they don't have the ability to track checks or look up claim history. Though they were able to previously. She said she would speak to someone and call me back but also never did. Also sent an email later that day to
@***.com and never received contact back.
June 17th : Sent an email to disputeresolution@***.com asking for a resolution and they also never got back to me.
I need at least the 328.00 that Pat the Claims Manager quoted me for the replacement dishwasher up to the full price of the dishwasher priced at 523.99.
Evelyn ***
Consumer Affairs Representative
Fax: 407-***
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL
Re: Case #***
Globe Home Warranty is in receipt of Ryan ***'s inquiry and a review has been completed. Our records show that the client was given status on several occasions by several associates. Payment was forwarded to the client's home address at *** in Levittown, PA 19054 but according to the client payment was not received. The check was forwarded via *** Bank's online bill pay system. As the mailing address was confirmed to be correct an inquiry was placed with the bank regarding the funds sent. We were informed by the bank that the delay or non-delivery may be due to factors beyond the bank's control (e.g. mail processing if the payment was sent by U. S. Mail). *** Bank has just now returned the funds to Globe Home Warranty's account.
Globe Home Warranty has confirmed the mailing address with the client and a second payment will be sent via *** Bank's online bill pay system. We have learned from the client that there may have been some type of mail hold in place that may have also effected delivery. Once debited from our account *** Bank's delivery date will be on or before 10 days.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is NOT satisfactory as I have still yet to receive any check from Globe Home Warranty and speculate their statements are less than truthful. I have listed in detail the interactions I have had with said associates without return of the same detail, nor any additional explanation. They have only provided a blanket statement that they have attempted to update me. With that said, if a given example of what Globe Home Warranty considers as an update is that they do not have knowledge or capability of researching a given incidents status, then Globe Home Warranty's statement would hold true. However, due to their now documented ability to pull up existing records leads me to my aforementioned belief.
I was contacted by Alex, on 07/09/2019 that the Bank (later identified as ***) has inquired with them because they had received the funds back and wanted to verify with them before resending the check as to why. At no time did Globe Home Warranty mention they were inquiring into the matter due to the complaint filed with the Revdex.com. I personally use *** and their online bill payment system, and with any check generated there is an associated reference number generated specifically for tracking purposes. I had asked about this reference number and what we can do to ensure its delivery but was "updated" by Alex that he didn't know and wasn't sure of any resolution.
After further discussion, Alex then offered me an alternative solution to have the funds sent by the
company's Zelle account, which is an online money transfer system. I declined the alternative, since Alex could still not tell me the amount of the funds being transferred. This decision was made based upon reading previous complaints with the Revdex.com, I noticed a trend of Globe Home Warranty sending less than expected funds, and then calling it an acceptance of funds owed after the check was cashed. Given that information, Globe Home Warranty could send me $2 through Zelle, say that I accepted the funds transferred (which is automatic through Zelle), and then close the claim.
To clarify and further avoid any misunderstanding, the only mail that is withheld from my address are
ones that are not posted to my name in an effort to reduce junk mail. I explained this to Alex which is
why I wanted to verify the spelling of my name that was listed on the mailing address, because only mail with my name on it would be delivered to my address. Alex confirmed my name and address, and said the funds would be taken from the account and sent as of midnight that night and should be received within 10 days.
Since I have still not received any check, notice, or further update I formally request that Globe Home Warranty kindly provide a reference number, proof, or any other information we could use to verify with *** so we can establish a check was actually attempted to be sent and correct any processing or mailing issue with alleged sent check.
Evelyn ***
Consumer Affairs Representative
Fax: 407-***
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL
Re: Case #***
Globe Home Warranty is in receipt of the client's response. An inquiry was placed with the bank and accounting is required to wait for the funds to be returned to the account. The funds were returned and a payment was resent to Mr.. He has since received the funds and cashed the check.
Attached is a copy of the cleared check endorsed by Ryan ***.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally over 6 months later, a dozen phone calls, and involving the Revdex.com, Globe Home Warranty has upheld their end of the contract and made good on their promises. I hope this serves as public record for anyone who looks to do business with Globe Home Warranty, as this is the behavior and business practices they can expect.
Thank you Evelyn and the Revdex.com, you were crucial in resolving this issue.
I purchased a Globe Home Protection on June4 2018 for $445. I never needed it until May 28 2018. They did not fix my fan and I paid an additional $75.
I am a senior citizen of 66 years old.
On June 4,2018 I purchased a Globe Home Protection Warranty 5 Star Plan, their best plan with a $75 fee for work done. It expired on June 4 2019.
On May 28 2019 I called because a bathroom vent fan did not work and I wanted them to fix it. I spoke with Alex and he said that he would put in a work order. After two days I called back and spoke with another who told me to "hold on" and kept me on the phone for over 10 minutes before I hung up.
I then used email and asked them to please do their job. They then had an electrician (George call on May 30 and he went out to fix the exhaust fan. He looked at it and said it was broken and would return with the necessary parts to fix it. We paid him the $75 fee with a check #160 and he gave us a receipt, which he said should be written out to him and not to Globe Home Protection, but he took it anyways. At this point, he has not cashed the check.
We called George twice 6/3 and 6/5/2019 and he said he would get back to us and has not. Now our home warranty is out of date.
I emailed Globe Home Protection 6/7/2019 and asked if they are going to fix the bathroom vent fun and told them I gave George the electrician the check for $75. I have not heard from Globe Home Warranty or George.
I also posed a question: Do I have to contact the Revdex.com hoping they would contact me....no one called.
I want the bathroom fan fixed.
Cartagena
Consumer Affairs Representative
Fax: 407-***
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Re: Case #***
Globe Home Warranty is in receipt of the above referenced inquiry and a review of the record has been completed. The first service provider dispatched for the exhaust fan repair was unresponsive after his initial visit. A second service provider was dispatched in order to complete the repair with a confirmed appointment on July 1, 2019. The date of the service call was set by the tenant as they are out of town and will not be available until then.
Claim status is available by phone and online via the homeowner's dashboard. We have completed a search in the company's various inboxes for Mrs. Fraser's email but did not find her correspondence. The claims department will follow up with the service provider and the client on July first.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
Deceitful company, terrible customer service and fraudulent claims
Out of 15 different warranty companies, I chose this one because it had great warranties. I paid for the top tier because I was buying an older home and figured it would come in handy. I wish I would have read the reviews first. From start to finish, nothing went right. As mentioned in another complaint, there is nothing on their website that says anything about needing a prior inspection. My AC went out 10 days ago and I called to make a claim on a Monday. They took the info, I even told them I didn't have an inspection. Nothing was said. On Thursday, someone called back for a followup but I couldn't get back in touch with anyone. On Friday, I called again. I talked to a lady who said she would call me right back to explain why nobody reached out to me regarding my AC. Nothing back. On Monday, I called again only to be told that nobody would come out to see me and I would have to hire my own person and they would reimburse me for repair only. I was able to get someone out there that day and he said the units were too old and couldn't be repaired. I would need new. . In the meantime, the company Globe hired called me and said Globe didn't give them all of my information on the orignal Monday which was why he didn't contact me. When they called him Friday, they told them that I agreed to Tuesday, which I didn't. So the next day, I called Globe again. I explained my frustration about this whole ordeal and that I would need a new AC. He said "that's just him being a salesman" and would have to send his company out. I received a call from their AC people and he was rude and obnoxious. He told me he was doing me a favor by even coming out to look at it. I don't see it that way since I paid Globe to do a job. They are the one's who didn't. I couldn't just leave work when the AC man demanded it. I needed to schedule it and for as late as possible because I have a job. So I got off the phone and called Globe again. The man who answered yelled at me and told me they don't make their people work but from 8-6. I said close to 6 will work for me and he said that wasn't his problem that I have to schedule when it works for the AC guy. I have never had a company not try to make a schedule work like either of these 2. I asked for a different company and he told me no. This was the company assigned to me and he wasn't changing it. SO I asked for my money back and he told me to find the PO box number and submit it in writing. The contract I finally recieved after the fact of attempting to file a claim also says they are reachable 24 hours a day/7 days a week. Which is the biggest lie yet. Getting a hold of anyone there is near impossible. To summarize, they don't give you the full information when you sign up for their services, their customer service is terrible and rude as well as their contractors and they lie. Really, nothing more needs to be said.
I want them to be honest, not shady people and stop taking money from unsuspecting people who think they are a great company. I want them to realize that they can't talk to people anyway they want because they already have their payment. Preferably, i would like to see them out of business and pay back the people they have screwed.
Evelyn ***
Consumer Affairs Representative
Fax: 407-7***
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Fax: 407-7***
Re: Case #***
Globe Home Warranty is in receipt of the above referenced inquiry and a complete review of the record has been completed. The client is incorrect in her statement that an inspection is required in order to purchase a home warranty or request service. No inspection is required. Amanda *** submitted a claim for the HVAC system and the claim was dispatched to an independent network service provider. According to the service provider phone calls were made to reach the client for appointment but their attempts were unsuccessful. When the client later contacted the claims department she was given authorization to contact her own service provider due to the scheduling problem.
Ms. provided the claims department with a diagnostic from her own contractor recommending a full system replacement. The diagnostic provided did not include options for repair, the cause of failure or any of the information needed to determine coverage. It only provided estimates to replace an entire HVAC system. As a proper diagnostic was not received, GHW's original service provider was again assigned. The service provider again attempted to schedule an appointment but the client refused to set a time during normal business hours. The client demanded the technician schedule the appointment after hours.
Page seven, number three in the Terms and Conditions of the Agreement clearly state that "The contract holder agrees to make the premises available during normal business hours (local to the contract holder) for the authorized contractor to effect needed repairs requested by the contract holder". As Ms. Amanda *** states in her complaint, she refused to make the premises available during normal hours. If the client wishes to cancel the home warranty it is required the request be made in writing. A letter or an email is needed in order to be attached to the record.
Globe Home Warranty appreciates the opportunity to respond to the inquiry or case number received.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
(The consumer indicated he/she DID NOT accept the response from the business.)
So many discrepancies in this statement. 1st, GHP's HVAC company NEVER reached out to me the first week. GHP called them 3 times, the 3rd time she gave the company my info because they apparently failed to do so. She forgot to call me back to tell me that she scheduled me for the following Tuesday. On Monday, I called again and the man who answered said THEY were having issues reaching the HVAC company and I would need to call my own. Again, not what I wanted to do but I was able to get someone out there on Tuesday. On Tuesday, GHP Hvac company called me to schedule and I told them that I already had someone coming out and it was approved by GHP. On Wednesday, I called WITH the information of what was wrong and that the HVAC company said it was not repairable. At the time of that call, I didn't even have quotes for a new system. I was calling the warranty company to see what the next step was. His exact words were "he's just a salesmen"our company will need to come out. I had no issue with that except that when they called me, they gave me 40 minutes notice to be at my house. I tried to schedule for another day so I could make it work with my company that I work for. The man stated that he was doing me a favor and lives in south austin and doesn't want to drive to my house because it's so far away so if I wanted him to look at it, I had to be there in 40 minutes. I then called back to see what else we could do. The man who answered was very rude and told me I had to make myself available when the HVAC guy said. Well, I am sorry but I can't lose my job because I only had a 40 minute notice and the company wasn't willing to let me schedule anything else, EVER! I could have happily and gladly made an appointment for the following week. And as far as the contractor I hired, I also had 3 other companies come out and ALL gave the same diagnostic. But I am sure that GHP would have found it repairable so they wouldn't have had to pay out.
Evelyn ***
Consumer Affairs Representative
Fax: 407-7***
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL
Re: Case #***
Globe Home Warranty is in receipt of the client's further response. The home warranty company has the right to dispatch an approved independent network service provider in order to receive a diagnostic and determine coverage. The contract holder must make the premises available during normal business hours for the authorized contractor to provide a diagnostic and effect repairs.
Ms. Amanda *** claims to have found time to schedule with three different contractors of her choice. We ask why she cannot work out a time and schedule an appointment during normal business hours, with our approved service provider? If Ms. Amanda *** is in need of service we request that she contact the claims department so that an approved service provider can again be assigned and contact her for appointment.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
On Wednesday 05/08/2019 we came home to find water on the floor of my office and the ceiling was warped down dripping water. We immediately filed an emergency claim through Globe Home Protection, we have the 5 star warranty plan through them. They sent an A/C repairman out the following day and he unclogged a blocked pipe and told us the unit was 18 years old and rusted. The following day the field adjuster through our home insurance came out and informed me that the unit was again leaking. I called Globe once he left on Friday, and had a slight altercation over the phone with a customer service agent and was told we were to pay the $75 Service Fee again if the a/c repairman had to come back out and that they were not going to replace the unit. We spoke to a supervisor and was told we were not going to have to pay the $75 for the service fee if he came back out. In our warranty contract it states air conditioning units and heating units are covered with our plan. Today Monday 05/13/2019 I called back to check on the status as to where we were at and spoke to the claims manager Pat. He became very angry on the phone and told me 'I am not sending an A/C repairman out to your home again, why would I do that WHY? I had asked him to please not have an attitude with me as I didn't have one with him and asked for his name and he told me Pat. I asked for his last name (to have record of it) and he said he was not going to disclose that information to me. I then asked for a supervisor and without saying a word he clicked me over to the voicemail box of the supervisor. I am still waiting to here back from them. I have never been spoken to so rudely by a company who we trusted to buy a warranty through. We are just looking for answers on how to resolve the outdated air conditioning unit that leaked water and caused damage to my office ceiling, wall & floor, my daughter ceiling & wall and our hallway ceiling. We spoke to a contractor and they will not repair the damage until the unit is replaced.
Product_Or_Service: 5 star warranty plan
Account_Number:
Repair We would like them to just repair the unit as stated in our contract without a fight. We have a 1 year warranty with them, and instead of physically yelling at us on the phone we would like spoken to with respect as a customer. There is no reason to tell us that if needed they would send out someone to take a look at the unit then to go back on that and scream to us that they will not send someone out. We have a 2 year old daughter, our home isn't cooling like it did when we bought it 12/13/19.
Globe Home Warranty is in receipt of the above referenced inquiry and a full review has been completed. The client has contacted us with regards to their air conditioning problem. It was reported to the claims department that the system was leaking water onto the ceiling of the one of the rooms causing damage to the ceiling. The system itself is cooling within factory specifications with the client informing the claims department that the home was cooling down to 71 degrees. This has been confirmed by two independent licensed service providers. The two licensed service providers have reported that the problem lies with the condensation drain system. The primary and secondary drain pans are leaking as they have deteriorated with age.
The plan selected by the client is the Five Star Plan. Unfortunately, this plan does not cover condensation drain pans. Coverage for drain pans are included in our Stellar Plan but this plan was not purchased. The Agreement states on page 1, number 1, under Air Conditioning, in the Not Covered section that condensation drain pans, secondary drain pans and condensation drain lines are not covered by the plan selected by the client. The damage to the ceiling caused by the water leak is covered under the client's home owners insurance policy.
While it is the intent to offer as much coverage as possible, the agreement is not all inclusive and there are limitations that are standard in the home warranty industry.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
HOME PROTECTION WARRANTY, CONTACTED COMPANY ON 02-07-2019 SUMP PUMP NOT WORKING., NEEDED PRIOR APPROVAL TO CONTACT OWN PLUMBER., COMPANY GAVE APPROVAL AND TOLD ME TO SEND BILL IN. WHICH I UPLOADED TO SITE ON 02-08-19., I HAVE CONTACTED SEVERAL TIMES ONLY TO BE TOLD CHECK IS IN THE MAIL. I HAVE NEVER RECEIVED ANY REIMBURSEMENT AT THIS TIME AND WISH TO GET FULLY COMPENSATED. THE TOTAL OF THE BILL $856.32 WHICH INCLUDES LABOR. THE PORTION THE COMPANY WILL PAY IS THE PARTS ONLY WHICH IS $587.32.
I HAVE LEFT NUMEROUS MESSAGES WITH THE ACCOUNTING DEPARTMENT AS THEY DO NOT ANSWER THE PHONE AND IT ONLY ALLOWS YOU TO LEAVE MESSAGE., WHICH I CHOOSE CLAIMS DEPARTMENT THEY TELL ME THEY CAN SEE THAT THE CLAIM IS THERE AND A CHECK IS GOING ON OUT 04-01-19, THEN WHEN I DID NOT RECEIVE I WAS TOLD THE CHECK WAS GOING OUT 04-16-19. THIS NEEDS TO BE RESOLVED!!
Refund PLEASE PAY FOR THE PARTS OF THE SUMP PUMP AND AS THE WARRANTY WAS PURCHASED ON 08/26/18 WHEN PURCHASING MY HOME.
Globe Home Warranty is in receipt of the above referenced inquiry and a full review of the file has been completed. Our accounts indicate that payment for the reimbursement was sent several weeks ago and should be in possession of the client. If this is not the case please notify a Globe Home Warranty representative at (800) *** ext. *** and a stop payment on the check will be issued. A replacement check will be forwarded immediately.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
Wish I could give zero stars but I'll keep this as short as possible since I don't want to waste any more of my time on this ridiculous excuse for a company: they're scammers. They have the worst customer service in the world. Once they get your money upfront, they're unhelpful with everything. They'll over charge you for services, hire people without licenses, when you ask for a copy of the worker's license that they sent out they refuse to give it to you, they refuse to fix the issues their contractors created, they refuse to provide a copy of their cancellation policy, refuse to give you a breakdown on your refund, refuse to let you speak with a supervisor, ignore your calls and emails, and take your money. STAY AWAY FROM THIS COMPANY.
I have never in my life had a company refuse to assist their customers. They literally ignore all of my phone calls. I've called them multiple times and they don't answer. I've been sent to voicemail on multiple occasions after the 2nd ring. And no, they're not busy. Because I've had friends call for me at the same time and their phone calls get picked up right away. Even my realtor said they answer every one of her calls on the first ring. But never mine. Because of caller ID, they ignore customers they don't feel like talking to. I'm so glad I cancelled my policy with them. I just wish I never purchased one to begin with since they kept over half of what I paid (paid $400 and got less than $200 back) for only having the policy a month and 10 days. Mind you, I had already paid $150 for them to send out an unlicensed plumber (I *** the contractor since they refused to give me a copy of his license and found out he's not licensed in plumbing) to create a leak in my bathroom. So I paid over $300 for them to give me a leak when all I called for was to have my toilet stop running for 10 minutes after flushing. What's even worse is I would've never known about this company if it wasn't for my realtor. Luckily she took them off her list and will no longer be doing business with them due to their horrendous customer service but it sucks I had to work with them in the first place. Alex, Love, and especially Don are all rude, disrespectful, and unprofessional.
If you think my experience is just "one of the negative ones", check the Revdex.com site. They have over 50 complaints within the last 4 years and are not accredited. There's a reason. Steer clear of this mess of a company. Hopefully they go out of business soon.
We have an open warranty claim in process at this time on our oven. Upon requesting a status update, I was told that the "Display part #***" was discontinued by Pat in customer service and that Globe has decided to take the Reimbursement route. This would mean we buy a new unit and they would reimburse the cost to repair had the part been avail.
Having questioned this response, I researched the information independently to find that this part number had been replaced by an alternate part number# ***. I then contacted the repair vendor that was sent to our home and gave them the information, who advised we call and let Globe Home know of the information so they can then order the part and continue with the repair. I spoke to Alex in claims and he told me he would submit the info to underwriting and get an answer back to me. The response I received back moments later was that they would not remove it from reimbursement status. I wanted a reason why since the part was available, and he declined to give one only stating once they make a decision it cannot be undone. I asked to speak to a supervisor in this department, he advised there was no way to speak to anyone in underwriting directly. I called back again through the same number for claims multiple times hoping to get a superior and was unable to get a voice to answer, only that there is no one avail by a recording.
I then spoke to Pat in sales and gave him the scenario of which he stated the same reply Alex gave. I voiced my discontentment with their company and requested to speak to a superior or someone in corporate with no avail. (He transferred me to another dept of which again nobody answered.
From this point I began feeling uneasy with this company, I looked up the company information and found several reviews reported to the Revdex.com regarding almost identical issues. Claims that were not repaired but rather processed through reimbursement status. Each one the customer was not satisfied with the results and short changed on the reimbursement as well as the amount of time it took to process the reimbursement.
I have already paid the service call fee and request Globe Home warranty to honor and stand by their service by repairing the oven with the said part that has been located and described. I would like someone to respond outside of the call center with a follow up and a valid contact person. I do not wish to go the reimbursement route when a part is available considering the high level of complaints regarding their turn around time for reimbursements and the process in general.
Consumer Affairs Representative
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Re: Case#: ***
Dear ***,
Globe Home Warranty is in receipt of the above referenced correspondence and has completed a full review of the claim submitted. As the manufacture display and control board have been discontinued and the original parts are no longer available in the ordinary course of trade, this claim is to be handled on a reimbursement basis. Globe Home Warranty reserves the right to pay cash in lieu of repair or replacement. The client is to complete the necessary repair/replacement and must supply documentation supporting that the proper work or purchase has been completed for reimbursement per the terms of the contract.
We understand the client is requesting a repair but due to the circumstances of the claim, underwriting has placed it in a reimbursement status. Globe Home Warranty will fulfill its obligations as specified in the terms and conditions of the service agreement.
Sincerely,
Dispute Resolutions Specialist
Globe Home Warranty
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not address the initial complaint in regard to the availability of a part. It only describes exactly my initial response from them which was to handle as a reimbursement claim only. I still would like to know why they will not use the replacement part option being that was in fact available from the manufacturer. Several complaints have been filed to this very issue in regard to the process they are suggesting.
Consumer Affairs Representative
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Re: Case#: ***
Dear ***,
Globe Home Warranty is in receipt of ***'s response. Please understand we cannot base a claim decision on what a homeowner personally researches online. The licensed technician dispatched to the property provided the diagnostic stating that the manufacture had discontinued the parts needed. The experienced appliance company researched the oven display and control board in their parts supply warehouses via their national accounts and informed our claims department that the original part needed is no longer available. While the client has "researched the information independently" there is no guarantee that the alternate part found online will satisfactorily complete the repair. As the licensed service technician did not provide the recommendation of using an alternate part; the claim was put in a reimbursement status per the terms and conditions of the service contract.
In the interest of finding middle ground the client is welcome to purchase this alternate part online and have it delivered to her residence. Globe Home Warranty will dispatch our independent network service provider to install the customer provided part. If the repair is successful Globe Home Warranty will pay for the installation and reimburse the client for the part expense. If the repair is not successful the client will be responsible for the service fee to install the alternate part and the claim will revert to the previous reimbursement status.
We hope this proposal is found to be satisfactory. We look forward to moving this claim to resolution.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes we accept this proposed resolution, however I would like to know if the service fee you are proposing would be in addition to the one already paid for this service request? We have already paid a $75 fee in regard to this claim.
Company did not reimburse me for repair as they said they would
On an email dated January 15th, Globe Home Warranty authorized the replacement of three non-functioning parts on my GE range/oven.I was told to pay for the repair and I would be reimbursed. I arranged the repair through their recommended appliance repair company and paid $263.00 on 1/25/19, trusting that I would be reimbursed as promised. Since then Globe Home Warranty has gone back on their promise. I have made multiple calls and talked to several representatives and they have been very rude and disrespectful to both me and my fiancee. I even had to tell them to stop calling my fiancee because they were being very disrespectful to her. The most stressful call took place yesterday (1/29/19) at 3:19 pm, when the representative yelled at me. Since 1/15/19 I have spoken with several managers, including district manager Mitchell M (352-316-5527).
I want Globe Home Warranty to reimburse me as promised for the amount of $263.00.
Consumer Affairs Representative
Fax: 407-786-2625
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Re: Case#: ***
Globe Home Warranty is in receipt of the above referenced correspondence and a full review has been completed. Mr. has been authorized to complete the repairs on a reimbursement basis. Mr. did not complete all of the itemized repairs indicated on the diagnostic/estimate provided. The unit was not fully repaired. In order to fully repair the unit there was a shared cost due to a failed part that was not covered by the home warranty. Mr. refuses to complete his portion of these repairs.
We have reviewed the claim and have opted to process the home warranty's portion of the reimbursement even though the unit is not fully repaired. Upon further review I see that we have extended two professional courtesies and assisted with issues that were not covered under the contract. We will be sure to adhere to the contract going forward.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty
(The consumer indicated he/she DID NOT accept the response from the business.)
Globe's response is very confusing and does not address my request for reimbursement. This is a clear example of how Globe has treated me for the past two months, using blame and avoiding the real issue. I called the district manager Mitchell Martin to clarify and was told that Globe had agreed to reimburse me, however it will take 6 to 8 weeks for me to receive the check (sometime in April) I would like to have something in writing from Globe stating that they do agree to reimburse me $263 and that the check has been issued.
Thank you
Consumer Affairs Representative
Fax: 407-786-2625
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Re: Case#:***
Globe Home Warranty is in receipt of Mr. response. I have completed a review of the file and the response is not confusing and does address the request for reimbursement. This information was provided in our last Revdex.com correspondence and previously by one of our representatives. As our associate clarified for the client, Globe Home Warranty has agreed to reimburse him and it will take up to six weeks for him to receive the check.
This is the first correspondence we have received from Mr. requesting it be placed in writing so let this response serve as notification in writing that Globe Home Warranty has agreed to reimburse Mr. $263.00 for the oven/cooktop claim submitted.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty
Denied Claim, then approved it, but failed to provide rationale of refund amount
This company denied my claim to fix my furnace. It was not a preexisting condition of the home. I threated to file a lawsuit in small claims court at they paid me a fraction of what I was asking for. I asked for $300 and they paid $135.00. Their calculation included labor and parts. The part calculation was reasonable; however the labor calculation was not. After multiple attempts of trying to get an explanation to the labor rate I am now filing a Revdex.com compliant. This company is very unprofessional and not prompt in responding to customers. I'd never recommend anyone go to this company for home warranty.
Refund in the amount of $165.00
Consumer Affairs Representative
Fax: 407-786-2625
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Complaint Case #: ***
Globe Home Warranty is in receipt of the above referenced inquiry and a full review has been completed. Richard *** submitted a heating claim on April, 06, 2018 stating that the furnace was not working. It was noted in Mr. home inspection, which was completed prior to the home warranty going into effect; that the furnace "did not operate". Mr. was informed that home warranties do not cover known pre-existing conditions. Mr. placed the claim in dispute and as a courtesy we informed the client that Globe Home Warranty would reimburse him per the terms of the contract.
Pursuant to the terms and conditions of the Contract, page 8, Item 9, "Globe Home Warranty reserves the right to pay cash in lieu of repair or replacement in the amount of GHW's actual cost to repair or replace such item". Payment will be provided based on our negotiated rates with our service provider and/or supplier network which may be less than retail. The repair completed was a gas valve replacement. Standard pricing online for the gas valve is about $70.00. One and a half hours labor was allowed at $95 an hour to total $210.00 for the job. The client's standard $75 service fee due per claim was subtracted from the repair cost to total a reimbursement of $135.00.
Globe Home Warranty has fulfilled their obligations as specified in the Terms and Conditions of the contract.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue with the furnace wasn't a preexisting condition that is why they paid me $135. It wasn't a courtesy; they were wrong and didn't want to go to court because they would have had to pay more.
The cost to repair my furnace was $375.00, which is well above their estimate of 210. A full $165.00 difference.
I am not satisfied with their response. I would like the following:
A check for $165.00
Evidence of their negotiated rates with venders in my area for the type of work that would have been rendered.
Please let this evidence be time stamped, as I believe don't feel that this company is trustworthy
(The consumer indicated he/she DID NOT accept the response from the business.)
RJS is a terrible example as they do not service my area (Oak Forest, IL). This can be viewed on their Yelp page. Please provide another contractor. As you stated earlier you have many contractors in the area so this should be rather easy. Better yet, send a check to my address for the remainder of my claim that you owe, that would be the ethical thing to do at this point.
Consumer Affairs Representative
Fax: 407-786-2625
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Complaint Case #: ***
Globe Home Warranty is in receipt of Richard *** response and we respectfully disagree with Mr. response that the documentation provided in support of a standard labor rate is a "terrible example". The licensed HVAC Company that provided the requested documentation has been serving the Chicago suburbs with 4 locations for almost 60 years. This company is indicative of the experienced and honest service providers we use.
In the interest of again attempting to satisfy the client's requests please find the attached documentation from another experienced and honest HVAC Contractor more local to the client's property. This contractor services Oak Forest, IL and would charge less than what Globe Home Warranty reimbursed to Richard *** for the same repair. The independent network service provider charges a $60 trip charge and quotes one hour at a rate of $90 for the repair. This is further evidence that our obligations have been met per the terms of the contract. It is not the fault of the warranty company that Mr. was taken advantage of by the contractor he chose to do business with. Per the terms of the contract Mr. was reimbursed what is usual and customary for the repair completed.
Richard *** has requested twice in his Revdex.com responses for evidence of our labor rates and twice we have now provided this documentation. We suggest for any future HVAC repairs that he may need; that he use the services of either of the contractors whose information we have provided. This will ensure he is not taken advantage of and is dealing with experienced and honest service providers.
Globe Home Warranty has satisfied the client's duplicate requests for documentation of customary rates for a gas valve replacement. We believe we have made clear, that Globe Home Warranty has fulfilled its obligations in the Terms and Conditions of the Service Agreement.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty
looking for my refund of which I paid out of my own pocket to get my dish washer fixed. This company has been giving me the go around on the payment.
I recently purchased my house in which the the seller provided a home warranty. two days after move in the dishwasher broke. I filed claim and it was denied due to what they called is that we hadn't lived in the house in 30 days after closing. I wrote a email stating that this didn't even make sense. I was then told to go ahead and get a quote and send it in. I got the quote, sent it in and waited for a response. got the response to go ahead and get it fixed and then send in receipt for reimbursement. On 10/13/18 I sent in receipt and its been over 6 to 8 weeks for the processing. The past month now I have been calling once a week trying to figure out where my reimbursement is and claims just keeps telling me to wait or keeps blaming there bank. I haven't got a straight answer out of anyone. And the accounting department wont return phone calls either. Im just looking for a reimbursement of 234 dollars.
To be paid in full of 234 dollars
Consumer Affairs Representative
Fax: 407-786-2625
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Re: Case# ***
Globe Home Warranty is in receipt of your letter advising of the above referenced complaint. Once the invoice and repair ticket are reviewed and approved for payment, accounting will process and schedule a payment. The funds were debited from our account as scheduled and payment was sent some weeks ago. The claim was approved for a full reimbursement less the standard $75 service fee.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty
I have a good experience that I wanted to make a comment on about Globe Home Warranty. I had a problem with my garbage disposal right after becoming a customer. I called and requested service and a plumber called me for an appointment the following day. The plumber looked like it was a one man band company but there is nothing wrong with that. I had never heard of them but his truck had a real nice wrap on it and the guy was professional and clean. Globe wanted to replace the disposal with an el basico standard disposal but I wanted something with a little more horse power. I was able to negotiate with Globe to make up the difference for a stronger/better disposal. The plumber had everything on the truck and with a couple of bucks out of pocket I have a ¾ HP now in the kitchen. I should be able to throw just about everything down the drain now. All in all based on this experience I can recommend this company. I can also recommend the plumber and am happy that I have the service for the next year.
My furnace claim resolution is more than 30 days delayed. Globe home has not responded to emails and does not return calls.
On 10/25/18 during routine maintenance a hole in the heat exchanger of my furnace was found and a claim placed with my home warranty- Globe Home. MB heating and cooling advised me this is a carbon monoxide leak risk, shut down my furnace, and said the only option was to replace the furnace due to the age of the unit and lack of replacement parts. Globe home was notified of this the same day. Since then they have sent me 2 irrelevant emails about the claim denial including that the furnace is a structural component of the home so not covered and that the flue is not covered (email string attached). The HVAC technician's report specifically states the heat exchanger hole in outer shield which is a covered item per my home warranty (attached) and these are blantant false statements by the home warranty to deny my claim. Further, it is winter in Springfield, IL with temperatures below 20 degrees Fahrenheit and more than 30 days since I made my furnace claim. Without any written notice from Globe Home, on 11/20/2018, a general contractor called me from Illini home remodeling and repairs and said he was instructed by globe home to patch a sheet of metal over the hole in the heat exchanger to resolve the claim. This is gross negligence by both global home and the general contractor and devienat behavior as no licensed HVAC technician would practice this dangerous technique that continues risk of carbon monoxide poisoning. The American Gas Association has put this in writing. They say, "Any visible crack or hole is a reason for squiring replacement of the heat exchanger or furnace." Globe home has a duty to adhere to safe business practices that do not pose a risk to the public. Failure to comply to safety standards places a significant harm to me due to risk of death from carbon monoxide poisoning. It has been more than 30 days since my original claim was made for the furnace,and now my home is at risk of damage from freezing pipes as freezing temperatures are in the Midwest. Globe home has not returned my repeated emails or phone calls to resolve this matter. 1) their sending a contractor shows they're accepting this claim as a covered claim 2) their having that non-licensed HVAC contractor to complete a substandard fix is dangerous and below the industry standard 3) they are continuing to cause me emotional and physical distress by having my furnace turned off and refusing to resolve the issue in a timely manner as it is very cold outside . Please expedite this request.
I want globe home protection to either adhere to their contract and replace the covered entity, the furnace, per the terms of the contract in an emergent manner as it is freezing in Springfield, IL If globe home cannot complete this within 48 hours, I am requesting $10,000 for damages from the repair delay and for the cost of the replacement furnace and associated labor.
Consumer Affairs Representative
Fax: 407-786-2625
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Complaint Case #: ***
Globe Home Warranty is in receipt of your letter advising of the above referenced complaint. A full review has been completed and unfortunately coverage does not apply to the furnace failure for the following reasons:
The failure existed prior to the service contract going into effect, please refer to the service contract, page 9 (3) "This contract does not cover any condition which, after prudent investigation it is determined, existed prior to the contract effective date..."
This is a component not covered by the service contract as it is structural to the furnace, it is specifically excluded, please refer to the service contract, page 6 (This Warranty Contract Excludes, U) "Structural components, panels, and cabinetry."
You refused service when we sent out a service provider for a second opinion, please refer to the service contract, page 9 (9) "Globe Home Protection reserves the right to obtain a second opinion of an authorized contractor prior to determining eligibility for coverage..." and page 8 (13) "Should the contract holder refuse service, by sending a service provider away, removing them from the home, by using threatening and/or abusive language towards the service provider, by not paying the service fee, by not making themselves available for an appointment, or any other action that makes it so the service provider is unable to complete the work assigned, then the claim will be closed and GHP will no longer be obligated to cover such item(s)."
Your equipment no longer has parts available, please refer to the service contract, page 9 (11) "If any system, appliance, and/or component otherwise covered under this Contract is rendered inoperable due to the non-availability in the ordinary course of trade of one or more of its component parts, then Globe Home Protection shall not be responsible for the replacement of the entire non-operating system..."
For these reasons the claim submitted is not covered per the terms of the contract. While the intent of Globe Home Warranty is to provide as much coverage as possible, the Plan is not all inclusive and there are limitations which are standard in the home warranty industry.
Sincerely,
Claims Representative
Globe Home Warranty
(The consumer indicated he/she DID NOT accept the response from the business.)
Please reference additional information submitted by me, the consumer on 11/27/18. My plan the stellar plan covered unknown preexisiting conditions, the inside of the furnace is not "a structural component of the home" like cabinetry so is covered- as the part referenced is the heat exchanger, documents referenced past page 6 for my contract are not applicable as no such lengthier document has been made available to me online or via direct mail. When I purchased my contract, Globe home sent me a 6 page document to defense for my coverage. I still have the email to verify. Please review my correspondence with globe home in the email sent 11/27 for further details in this rebuttal as they sent me the same information.
(The consumer indicated he/she DID NOT accept the response from the business.)
Globe Home emailed me a contract when we came to terms of agreement, and they must abide by those terms. The email of our terms of agreement sent by Globe Home to me after my payment was made to Globe Home on 5/1/2018 included the "brochure," which contains 3 pages of coverage highlights and 3 pages of actual contract that has identical terms to Globe Home's additional extended contract. There is no indication that the contract they sent me is abbreviated or any indication that text in the advertisement half of the brochure, referring to "see contract," did not refer to reviewing the bottom half of the brochure, which contained the contract. The email also contained a PDF attachment with my account number, which included a summary of pricing and generic information about the Stellar Plan that I purchased. No reference, instructions to retrieve, paper copy, or hyperlink to any additional contract was sent to me at any point until after I filed my furnace dispute 6 months later in October of 2018. (Attachment A: Terms of agreement at time of payment to Globe Home). Globe Home must adhere to the terms presented at the inception of our agreement on 5/1/2018, as they presented no other terms at that time, or any time before my dispute placement.
In addition to attempting to send a different contract to support their furnace claim denial, the manner they attempted to send it is inappropriate and misleading to the average consumer. Globe home refers to emailing me a "warranty summary" in October 2018 after my furnace claim. "Warranty summary" is not synonymous with "contract terms and conditions" or even "contract." Within this warranty summary is generic identical coverage information for the Stellar plan which was sent to me on 5/1/2018 as a PDF, with the exception of an additional hyperlink embedded in an untitled location near the bottom of the document. No information within the major text of the document refers to, or gives instructions for accessing this link to connect to a different PDF file. Other suggestions by Globe Home of multiple notifications of a different extended contract were only sent after my furnace dispute, 6 months after our warranty agreement. This would be apparent if they included dates of their written communication. There is no way for me to tell that these documents were not altered after the terms of our agreement, as my only contract documentation was the brochure PDF emailed to me on 5/1/2018.
Page 6- in reference to unknown pre-existing conditions being dependent on a home inspection is not applicable as it is referencing information that was not ever shared with me before this furnace dispute. The contract shared with me did not include this clause or contain an asterisk or other instruction for me to refer to a different document for further information. I fully disclosed on 5/1/2018 that I was a current homeowner, and no instructions for need to complete a home inspection were given to secure coverage for the Stellar plan, yet Globe Home still took my payment for the Stellar plan, which is the most expensive plan they offer, without any notification of incomplete or limited coverage.
Globe Home's supply of addendum 1 from their previous response containing a stock photo of a modern heat exchanger inlet panel clearly demonstrates support that the inlet panel is a specific heat exchanger part. Globe Home's photo is zoomed in to crop out the information where the inlet panel is listed most specifically under "Carrier heat exchangers." I have attached the complete screenshot (Attachment B), which includes this information. Further, heat exchanger failure is very clearly documented in the report from the licensed HVAC specialist, ***, contracted by Globe Home on 10/25/2018, by a second *** HVAC technician on 11/16/2018 who confirmed this finding and sent additional photos to Globe Home, and by the general contractor, Illini Home Repair & Remodeling, who was contracted by Globe Home to weld a patch of metal to mend the hole in my furnace in lieu of ***'s recommendation that, due to the age of the furnace, furnace replacement was the only option to resolve the issue of the failed heat exchanger. Heat exchanger failure is clearly a covered item the home warranty. Under the section of Central heating, there are no exclusions for "structural components," as there are in other many other specific appliance sections including dishwasher, refrigerator, clothes dryer, clothes washer, central vacuum, etc. By omitting structural components in the central heating section, these structural components, however defined, are covered items when related to central heating.
In summary:
1. Globe Home emailed me a contract following my online payment on May 1, 2018 that is different than the contract they are using to deny my claim. Globe Home must provide coverage according to the terms of agreement they provided to me upon acceptance of my payment for the home warranty.
2. Licensed HVAC technicians have clearly documented heat exchange failure is the reason my furnace needs to be replaced, and the heat exchanger is listed under central heating as a covered item.
3. No exclusions for structural components are listed in the Central Heating section of the contract, as seen specifically stated for other home appliances. By omission and by example in other areas of the contract, these would be covered items.
Sincerely
Consumer Affairs Representative
Fax: 407-786-2625
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Complaint Case #: ***
Globe Home Warranty is in receipt of the response by ***. Upon review the rebuttal received provides no additional information to overturn our decision. Should the client wish to dispute the claim further we require that she complete the required paperwork in order to move forward into arbitration to be conducted in accordance with the existing rules of the Revdex.com.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty
I want to share a recent experience with this warranty. I posted a negative review about this company in the past because they did not help me with a problem with my dishwasher but now they helped me so I'm going to give them a good one. Last time they would not fix my dishwasher because they found glass in the bottom of it. They should have though because who knows if the glass made it break. This time though the warranty was helpful. I turned on my heater for the first time this year and it did not come on. I called up Globe and went through the process to file the claim. It is a relatively simple process just describe the problem and make model serial number. They sent a company I had never heard of but the person was nice and definitely knew his stuff. He went over everything and showed me the problem on the heater so I knew what was going on. The people at Globe approved the repair and they let me know that they were ordering a part. That Thursday the contractor came back out and fixed the heater so I was back in business after almost a week. Throughout the whole deal Globe was calling me and checking up on things making sure things were moving forward. The repair person came out on time and knew what he was doing. I am keeping his card just in case I need someone in the future if I don't have the warranty. The warranty people were good also and called afterwards to make sure my heater was working. The repair person called a couple of days later to make sure the heater was working too so there was a lot of communication which was good. This was a totally different experience than last time and I have to tell them they did a Good job.
Globe Home Warranty is a scam company!
Filed a claim with Globe for a broken AC unit. Globe rep took my claim on the phone and told me to have AC serviced by the company that installed it and email invoice. Sent bill to Globe and told reimbursement would be mailed to me. Received check for a fraction of the amount of the repair bill. Repeated calls to inquire about this were not returned. Filed complaint with State Attorney. Globe responded that check was reduced with a service fee when no one from Globe ever came to the house. Check received in the mail was not made out to my proper name so it was refused by the bank. This company has a long history of dishonest ways to not properly honoring warranty. Check here and other websites on many complaints filed!
I cancelled service and request a refund which
Alex P confirmed would be done and
Processed with in 30 days from 9/18/18
purchaes the globe home protection stellar
Plan for 549.00 on 9/7 confirmation
Number *** requested service a
Few days later and was extremely disappointed
So I decided to cancel and that is when I
Contacted Alex Peyton to cancel and
Refund which he said would happen in the email communication between us but as of today 11/5/18 I still have not received my refund.
My refund as promised from Globe home protection.
Consumer Affairs Representative
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Case #: ***
Globe Home Warranty is in receipt of the above referenced complaint and a full review has been completed. Payment was debited from our account more than two weeks ago and therefore was paid during the general time frame given. The bank has forwarded payment to the client and payment is confirmed to have been received by the customer.
The refund was cancelled per the terms of the contract and states "the provider of the funds will receive a prorated amount less service and administrative costs incurred by Globe Home Warranty".
Sincerely,
Claims Representative
Globe Home Warranty Company
(The consumer indicated he/she DID NOT accept the response from the business.)
I emailed my cancel request on 9/18. On November 10 2018 I received my check with was for 306.48 of the 549.00 I paid. I Would like a check for the remaining amount of 242.52 as they didnt fix my water heater. The contractor they sent to my house was terrible and did not fix it. They did not do as promised in the outline of my home warranty there for I want a full refund. I have all emails between me and Alex p*** if needed.
Consumer Affairs Representative
Fax: 407-786-2625
Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Complaint Case #: ***
Globe Home Warranty is in receipt of your letter advising of the client's response. The contract was provided and funded from ***'s real estate closing. Please refer to the contract, page 6 under Terms and Conditions, number one; "It is understood that the act of submitting a claim constitutes acceptance of the terms and conditions of this warranty contract."
Ms. requested service and submitted a claim. Globe Home Warranty dispatched and a licensed contractor affected necessary repairs to address the claim. Ms. cancelled her warranty and Globe Home Warranty has forwarded her refund as requested per the terms of the contract. Ms. has accepted the funds and deposited the funds into her account many, many weeks ago.
Globe Home Warranty has fulfilled their obligations as specified in the Terms and Conditions of the Service Agreement.
Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company
(The consumer indicated he/she ACCEPTED the response from the business.)
I will file a complaint with the federal trade commission and the attorney general