We are very sorry for any damage that had occurred in your home You'd originally placed your service call on a holidayHolidays and weekends are reserved for urgent repair items that are categorized the following way:Urgent Repair ItemsAir conditioners,furnaces, heat pumps, refrigerators, emergency plumbing leaks, or hot water heaters 24-Hour Service GuaranteeUrgent Repair Items receive top priority meaning a service provider will arrive at property within 24-hours of the time of initial service requestUrgent service requested on Sundays or Holidays will allow for a 48-hour waiting period for a service provider.The on call dispatcher received a message in the morning of July 4, 2015, from our answering service stating you had issues with your kitchen sink which is considered non-emergency Since there was no mention of flooding at that point the on call technician was not called uponThen later the answering service informed the on call dispatcher at 4:00pm that same day that you’d called in again She returned your call at which point you’d told her that “there was food in the wall” Our dispatcher went over the fees with you for weekend service at that time, which are two times the rateIt was then noted that you'd declined the $fee for emergency serviceOur dispatcher then advised that she would call you back Monday morning to schedule at the $rate We then received another message from the answering service at 5:00pm July 5, 2015, which is after business hours, that stated you had floodingA follow up phone call was made by our dispatch department on Monday morning July 6, and the dispatcher was informed that the problem had already been resolvedWe are very sorry for any confusion and inconvenience this causedWe wish we would have been able to service you.Your policy has been cancelled and the cancellation fee is being waived You will be refunded for the prorated amount of your policy.We do hope that you see the value in your warranty since an additional claim was called in on your policy a few days later for your air conditioning and we had someone there the same day to fix the problemWe strive to get to every customer expediently and provide them with the very best service possible
Hi [redacted] , We're so sorry we have not been able to meet your expectationsIt's our understanding that you would like a full refund of your warranty, and we are more than willing to provide that for youTo try to resolve your AC issue -- a problem with the system blowing hot air -- we made two trips to your propertyOur technician found the culprit to be the coil, which was completely covered in dog hair and in need of a thorough cleaningUnfortunately, this need for coil cleaning is a maintenance concern -- something that lies beyond the scope of home warranties (across the industry)As a courtesy, we went ahead and put in new filters and did a basic wash down of the coil for youOur recommendation, which our technician shared, is for you to schedule a chemical clean to more thoroughly clean the coil and address this maintenance issueYou have not been charged for either trip out to your property, and we will be reaching out today to discuss refunding you for the full amount of your policyAgain, we are so sorry we were not able to meet your expectations Sincerely, Brooke
We are very sorry for any damage that had occurred in your home You'd originally placed your service call on a holidayHolidays and weekends are reserved for urgent repair items that are categorized the following way:Urgent Repair ItemsAir conditioners,furnaces, heat pumps, refrigerators, emergency plumbing leaks, or hot water heaters 24-Hour Service GuaranteeUrgent Repair Items receive top priority meaning a service provider will arrive at property within 24-hours of the time of initial service requestUrgent service requested on Sundays or Holidays will allow for a 48-hour waiting period for a service provider.The on call dispatcher received a message in the morning of July 4, 2015, from our answering service stating you had issues with your kitchen sink which is considered non-emergency Since there was no mention of flooding at that point the on call technician was not called uponThen later the answering service informed the on call dispatcher at 4:00pm that same day that you’d called in again She returned your call at which point you’d told her that “there was food in the wall” Our dispatcher went over the fees with you for weekend service at that time, which are two times the rateIt was then noted that you'd declined the $fee for emergency serviceOur dispatcher then advised that she would call you back Monday morning to schedule at the $rate We then received another message from the answering service at 5:00pm July 5, 2015, which is after business hours, that stated you had floodingA follow up phone call was made by our dispatch department on Monday morning July 6, and the dispatcher was informed that the problem had already been resolvedWe are very sorry for any confusion and inconvenience this causedWe wish we would have been able to service you.Your policy has been cancelled and the cancellation fee is being waived You will be refunded for the prorated amount of your policy.We do hope that you see the value in your warranty since an additional claim was called in on your policy a few days later for your air conditioning and we had someone there the same day to fix the problemWe strive to get to every customer expediently and provide them with the very best service possible
Hi [redacted] , We're so sorry we have not been able to meet your expectationsIt's our understanding that you would like a full refund of your warranty, and we are more than willing to provide that for youTo try to resolve your AC issue -- a problem with the system blowing hot air -- we made two trips to your propertyOur technician found the culprit to be the coil, which was completely covered in dog hair and in need of a thorough cleaningUnfortunately, this need for coil cleaning is a maintenance concern -- something that lies beyond the scope of home warranties (across the industry)As a courtesy, we went ahead and put in new filters and did a basic wash down of the coil for youOur recommendation, which our technician shared, is for you to schedule a chemical clean to more thoroughly clean the coil and address this maintenance issueYou have not been charged for either trip out to your property, and we will be reaching out today to discuss refunding you for the full amount of your policyAgain, we are so sorry we were not able to meet your expectations Sincerely, Brooke