Tarantino Construction

AC unit broke down in the middle of a Phoenix Summer The technicians came three times before they foundout what the needed part was and replaced it on the fourth trip days later Supervisor not willing to answer, nor return my phone call about the matter

We are very sorry to hear about your issues regarding the electrical items as well as the AC unitWe did send an electrician to the home as it was reported that one bedroom and a hall had no electricityA fuse was changed and reported to us that the problem was in fact correctedIt was then later brought to our attention that the HVAC unit was also not workingWe immediately sent out an air conditioning technician and he worked to rewire the thermostatNormally, this would result in two separate fees as the thermostat issue is a separate issue from the hall and bedroom not receiving electricity as well as requiring two different trades to complete the jobs at handFor your troubles and the confusion, we are more than happy to waive the $service call feeWe look forward to servicing you in the future

We’re very sorry for your concern in this matter The Basic home warranty plan you had elected when starting your policy only covers plumbing blockages Any work needed outside of clearing blockages would be considered non-warranty workExplanations of the charges were sent with every estimate for needed work which in turn was approved each time Here is the chain of events that took place during your claims process:The initial appointment was to have our plumber diagnose the leak under the bathtub With all diagnosis appointments, a $fee is required Reference to this required charge can be found in your policy Terms and Conditions, Section 5, Line I: A $trade call fee will apply for each requested tradeA trade call fee is charged on each trip to the property and includes up to two items, not exceeding a total of hours of work performedAn additional $trade call fee will be charged for each item needing repair when exceeding the initial hour/ item per trip maximumA trade call service fee still applies in the event customer fails to be present at scheduled time of service call, or in the event customer cancels request while service personnel is in routeThis fee applies even if the technician’s diagnosis results in complete or partial exclusion of coverage.As a result of the first scheduled appointment our technician had to open the wall in your bathroom to diagnose where the leak was coming from It is our standard practice of being up front with our customers, you were informed by our dispatcher that if an access hole needed to be cut there was an additional chargeOpening up drywall is not a service that is covered under our warranty plans but can be performed by our technicians if needed for a rate of $per hour It states in your policy Terms and Conditions, Section 7, Line I : PLATINUM is not liable for incidental or consequential damages to property or personal injuryAny access required for diagnosis, repair, or replacement, through interior walls, ceiling, floor, roof, etcare not covered by this contractIt is the Policyholder’s sole responsible for costs and activities associated with gaining required access areas.Once the wall was opened, our plumber contacted our office requesting an estimate for replacing the waste and overflow in the tub/shower The first estimate #***, was sent to you on March 4, at 9:am The estimate was for the amount of $and once approved by you it was converted into a job on March 4, at 11:am The full amount of $was collected by our dispatcher at that time and charged to the credit card number that you provided over the phone This estimate specifically states the following in the notes, “Estimate for replacing waste and overflow onlyIf other findings present themselves additional costs will apply **Drywall not included **Shelf needs to be removed for access prior to our arrival An appointment was scheduled by our dispatch department for March 5, between 2:00pm and 4:00pm Our plumber arrived at 3:00pm and started the waste and overflow repair but then he found the job to be much larger than he first diagnosed He was only ableto replace the cartridge in the shower and determined that the drains needed to be replaced and floor required a jackhammer None of the other work was able to be completed at that time The actual cost for the work that our plumber was able to be performed was $for the cartridge and hour of non-warranty labor You were then told at that time that a credit of $would be applied to your second estimate invoice.We then sent estimate # [redacted] to you on March 5, at 2:58pm for $ This estimate also included a description of work being done and stated, “Parts to replace waste and overflow, new ptrap, no hub band and ABS pipe as well as jackhammer rental Estimate to include: Jack hammering around front of tub floor, Replacing waste and overflow, New ptrap, No hub band and ABS pipe*Price does not include drywall or any additional items required for repair not listed above.” This estimate was approved by you and turned into a nonwarranty job on March 5, at 4:44pm The credit of $was applied towards this invoice You then paid $of the non-warranty work upfront, and $was collected the day of the job.It is our standard of practice to collect non-warranty fees generated from estimates up front, separate from diagnosis and non-warranty work that occurs during the diagnosis Platinum Home Warranty would never charge your credit card without verbal authorization from you, and charge explanations have never been withheld from you At this time $is due on your account and are legitimate charges

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

To anyone interested in Home Warranties, may I suggest the company "Platinum"This is the first home warranty & I've owned in many homes in forty yearsI was very leery, and I did days of research, leading me to phony reporting agencies & the likeEventually, we (my wife & I) narrowed it down to one company, the best of them allI'm sure others are out there, but this is a local company using there own crew, as well as outside (licensed) contractorsI don't even by extended warranties on an itemThey have the best Personal Relations of all companies I spoke too When someone does a great job they should be complimentedAll I know is I don't have to fix things around my house anymore, nor do I have to be concerned about who comes here, good luck on your checking & thanks for reading my short story ***

The service person who replaced our garage door opener through Platinum Home Warranty was efficient, polite and helpfulThe office staff was responsive and courteousI recommend this company

I have had two different occasions to use the service provided by Platinum Home Warranty (one for a plumbing issue and another for a repair of my dryer)Both were handled very quickly and efficientlyThe servicemen were a pleasure to work withI highly recommend Platinum if you are looking for a home warranty

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until 07/22/for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved12/29/I received a check from Platinum today for $and have deposited it Regards, [redacted]

[redacted] , I apologize for the late reply [redacted] currently on maternity leave Attached you will find current and the previous year’s warranty contracts As you can see there is no change in the coverage I’ve also provided invoices, estimates and the receipts of what our cost was for this repair The invoices and estimates provided to [redacted] come directly from our service system, ServiceCEO As you can find on Google, this is legitimate web based software for service industry providers Platinum is willing to waive $on invoice for the shower cartridge replacement This would place a credit of $on [redacted] ’s accountPlease contact me for any additional questions

Do you have a home warranty? Have you considered one to protect your appliances? My refrigerator (years old) just went outFortunately, I have Platinum Home Warranty! One phone call and someone was here the next day to access the damageThey replaced my refrigerator with a new one of my choiceYes, I had to pay a portion of the replacement cost but it was my choice to upgradeI am 100% pleased with the service I received, courteous and timelyI highly recommend Platinum Home Warranty!

Allwarranty agreements with Platinum Home Warranty are a yearly contract The Terms and Conditions specifically state in Section 2: Coverage Terms and Conditions, B: COVERAGE PERIOD, Buyer(s) Coverage Terms, Line A: All contracts are for the duration of (1) full year unless otherwise indicated on applicationsThis information is clearly provided in written form on our website for the public to reference and in the contract we mail out to you upon signing upWe unfortunately do not and never have offered a month-to-month policy At the time that [redacted] called into our office on 3/12/he agreed to a Platinum Premium Plan with BuiPool coverage with Water Softener coverage added The total cost for the plan was $ He opted for a month payment plan with a $processing fee which totaled $per month for the monthsThe first payment was made on the day of the order, 3/12/ Within one week of the policy start date, he would've received a Welcome Packet in the mail that included a copy of his contract with Platinum Home Warranty and a booklet of the Terms and Conditions of his policy where the reference above can also be foundThe five remaining payments were to be charged to the credit card that was provided to the Platinum representative over the phone at the time that the order was originally placed All remaining transactions were scheduled for the 5th of every month from April to August of Payments were received for the months of March, April, May and June When the 7/5/payment was run it was unable to process successfully On 7/14/an attempt was made to contact [redacted] to collect the 7/5/payment Our billing department was unable to get a hold of himAgain on 7/22/our billing department left a message to collect payment On 8/5/our billing department made contact with [redacted] and were told that he was going to pay the balance for July and August on 8/22/ He did not call back in on that date On 9/11/he was contacted again by our billing department and they were informed that he was dealing with other financial issues and would be able to call back on 9/19/with payment for the two outstanding monthsHe again did not call in on the promised date to make the remaining two payments Our billing department again attempted to contact [redacted] on 9/22/to collect payment After unsuccessful attempts to collect the outstanding balance, all remaining scheduled credit card transactions were removed from our system and the remaining balance was sent to him as a past due invoice.It wasn’t until this past month with regret that we mailed [redacted] an invoice and marked it ‘Pending for Collections’ after exhausting all other efforts Platinum Home Warranty did their due diligence to collect payment in the months of July, August and September When the account was days past due, [redacted] was subject to the following terms of his policy contract: C:REQUESTING SERVICE5.Requesting Service and Filing ClaimsLFailure to pay service fee will result in suspension of coverage until the service fee, and all related collection cost, has been paid in fullThis contract shall be considered void while any service fees are outstanding.MCollection efforts are billed at $per hour, plus other related expensesA one-hour minimum will be assessed to all collection processes, in addition to any fees charged by any 3rd party collection agency engaged to collect any and all fees owed.NContracts under suspension are not eligible for refunds.OPolicyholder agrees to be liable for all court and legal fees associated with the collection of any outstanding fees over (60) days.All customers also have the right to cancel their policy at any timeReference to this can be found in Section E: TRANSFER, RENEW or CANCEL, Right of Refusals and Contract Cancellation, AThe Policyholder can cancel this contract at any timeAND BIn the even Policy holder chooses to cancel coverage, a prorated refund will be given to Policyholder of record within (90) days of receiving a written cancellation notice, less any unpaid service fees A $administrative handling fee will also be assessed No such written request was ever received from [redacted] during the months of his policy Therefore at this time, there is an outstanding balance for $due on his account and is a legitimate amount due

We are very sorry to hear about this experience with our vendorThey are typically very professional and courteous Because of your experience, we reached out to you on June 12th by leaving you a message letting you know we approved for you to use a vendor you were comfortable withWe further explained the process of how to submit a quote so that we could get your repairs approved through the warranty since they were an outside vendor and were awaiting this documentationWe would be more than happy to waive the service call fee given this situation.?

Dear Mrs [redacted] , We are very sorry to hear about your negative experience with Platinum Home WarrantyWe always strive to go above and beyond in the services we provideYour business is important to us and we appreciate your feedback and opportunity to assess what we could have done differently to have made this experience a positive oneWe have waived the invoice in question and additionally will issue you a check for $to your billing address on record to help with the loss of rental incomeThank you again for bringing this to our attention so that we could resolve this for you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

I’m sorry your experience was so lacking and understand how upsetting that must beAs per our phone discussion, the disputed $service fees were waivedIf you have further questions or concerns, please don’t hesitate to contact us at [redacted] or href="mailto:[email protected]"> [redacted]

I purchased a home in July and my realtor provided me with a Platinum Home Warranty Less than two months after I moved in, the AC unit stopped working I called Platinum (on a Tuesday) and they sent a repair man out on Wednesday He diagnosed the problem with the unit and told me that it was not covered under the home warranty because the issues were related to "maintenance" It appears that when a previous owner remodeled the house, they let the AC unit run and it sucked a bunch of dust and debris into the unit, clogging the coils and caused a leak in the freon pipeMy realtor called Platinum and had them send another repair man out on ThursdayHe noted the same problem and told me that he would have to take the claim for review I was notified mid afternoon on Thursday that only a portion of the repair would be covered and it would cost me $to repair the unitThe office also could not tell me when the repair could be completed Late Thursday afternoon I contacted another AC repair company and they arrived at 7:Friday morning to repair the unitCost was $ A Platinum Home Warranty isn't worth the paper it's written on

In response to the complaint from December 2, 2015, from Holly R***, we provide the following:*** * *** ***, ***, ** ***Policy date: 10/13/2015Date of the service: 11/6/2015We are very sorry to hear that the homeowner was disappointed by the level of
service that was provided by our company during the three short weeks they had warranty coverage. We pride ourselves on the excellent care and attention we give to our clients and safety always comes first. In this case, when arriving at the property we found the HVAC unit "hotwired" (meaning the unit was wired directly to the reversing valve so that the unit would run constantly in cooling mode and would not shut off, nor operate in heating mode)We took the steps that we felt were necessary to ensure the safety of the homeowners while the homeowners discussed whether to repair or replace the 25+ year-old unitThe homeowner indicated that they would like a full refund on this policy and because customer satisfaction is of utmost concern to us, we refunded the full warranty policy in the amount of $

My husband and I purchased home warranty coverage from Platinum Home Warranty in March as part of the purchase of our new homeWe reviewed the coverage options and selected their top tier plan along with upgrades to cover additional pool & spa equipment, at a total cost of $
By May the weather was getting very warm and our older AC units were struggling to cool the houseWe submitted a service request to diagnose and repair the AC unitsThe technician found that one of the AC units had a leaking coil that needed to be replacedHowever, the required part was no longer available and so we were denied coverage - although he did add FreonWe felt we were entitled to at least the cost of repair towards a new AC unit, but we were deniedAt that time the company cited a clause that said they don't have to repair or credit us if the parts are not availableAfter several more service calls, we finally were forced to buy two new AC units - at a significant financial cost to us
In June we noticed a lot of frost inside the freezer section of our refrigerator and suspected that the door seal had gone badWe also had faulty icemakers, and the freezer door handle had broken offWe submitted a claim for repairsAfter some investigation, Platinum agreed to make the requested repairs and the service company ordered the partsHowever, when the service company came to install the parts, Platinum told them that they would not cover the cost, and the service technician left without performing any workWe were told that our refrigerator was a "luxury appliance" and was not covered, and cited a clause in the contract that says to contact them with the model number of the appliance before purchasing coverage to make sure that the model we have is coveredWould any reasonable consumer have done this? This sounds like a clause to allow them to deny coverage without a valid reasonThey did offer to cover $of repairs to specific items if I showed them receiptsHowever, the items they were covering would not have returned the refrigerator to working orderWe are forced to buy another refrigerator
After months with this warranty company we have had claims denied and the only service we received was Freon added to our broken AC unitWe have now cancelled our warranty policy and are anticipating a refund of the unused premium (of months)This company has been so dishonest and fraudulent, we have doubts as to whether we are going to see this refundAlso noted that the company is not rated by the Revdex.comLesson learned - always check the Revdex.com before engaging in any sort of contract

Platinum Home Warranty has been great, very responsive, quality work and good follow up to make sure everything is working fine