Tarantino Construction

[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 resolved.
Regards,
Catherine F[redacted]

We completely understand your concerns regarding your Evaporative Cooler and would like to be able to make the necessary repairs. When we sent out our contractor they found that both the motor and the control board needed to be replaced. Unfortunately, they were not able to find any information on...

your unit. They are able to match up a generic motor but cannot obtain enough information to order the control board. Without any information we are at a loss for how to make the necessary repairs. What we would like to do is send a different technician to your home to see if they are able to match up the needed control board or find any sort of part number that the original vendor was unable to locate. We will have a service coordinator reach out to you to schedule this with you.

We are very sorry to hear about your issues regarding the electrical items as well as the AC unit. We did send an electrician to the home as it was reported that one bedroom and a hall had no electricity. A fuse was changed and reported to us that the problem was in fact corrected. It was then later...

brought to our attention that the HVAC unit was also not working. We immediately sent out an air conditioning technician and he worked to rewire the thermostat. Normally, 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 hand. For your troubles and the confusion, we are more than happy to waive the $60 service call fee. We look forward to servicing you in the future.

Dear Mrs. [redacted],
We are very sorry to hear about your negative experience with Platinum Home Warranty. We always strive to go above and beyond in the services we provide. Your 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 one. We have waived the invoice in question and additionally will issue you a check for $100 to your billing address on record to help with the loss of rental income. Thank you again for bringing this to our attention so that we could resolve this for you.

We are very sorry to hear that you wish to cancel. We did receive your request and are currently processing it. It is our typical policy to charge a cancellation fee but we will go ahead and honor your request and waive this fee on each of your properties. Please allow 3-4 weeks to receive your...

refund check.

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 efficiently. The servicemen were a pleasure to work with. I highly recommend Platinum if you are looking for a home warranty.

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 work. Explanations 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 $60 fee is required.  Reference to this required charge can be found in your policy Terms and Conditions, Section 5, Line I: A $60.00 trade call fee will apply for each requested trade. A trade call fee is charged on each trip to the property and includes up to two items, not exceeding a total of 2 hours of work performed. An additional $60 trade call fee will be charged for each item needing repair when exceeding the initial 2 hour/ 2 item per trip maximum. A 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 route. This 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 charge. Opening 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 $85 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 injury. Any access required for diagnosis, repair, or replacement, through interior walls, ceiling, floor, roof, etc. are not covered by this contract. It 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 #[redacted], was sent to you on March 4, 2015 at 9:34 am.  The estimate was for the amount of $391.08 and once approved by you it was converted into a job on March 4, 2015 at 11:50 am.  The full amount of $391.08 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 only. If 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, 2015 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 $163 for the cartridge and 1 hour of non-warranty labor.  You were then told at that time that a credit of $228.08 would be applied to your second estimate invoice.We then sent estimate #[redacted] to you on March 5, 2015 at 2:58pm for $851.28.  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, 2015 at 4:44pm.  The credit of $228.08 was applied towards this invoice.  You then paid $400.00 of the non-warranty work upfront, and $223.20 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 $145 is due on your account and are legitimate charges.

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. I agree to pay no more than $235.35.Divided into two monthly payments starting in April and paid in full by end of April if that is agreeable.
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 this has been resolved as of today.[redacted]

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

I have had Platinum Home Warranty for 2 years. I have been very impressed with the quality of work and attention to detail.

I have been a customer of Platinum for 4 or 5 years. This service was not something I inherited with a new home purchase, but a warranty that I have been paying for out of my pocket. The main reason I took out the warranty was to make sure that I did not go without a working air conditioner in Phoenix. The service up to this time had been without any major issues and the service people have been helpful.
Last Tuesday when it was 112 degrees I realized at about 5:30 PM that my air was not working. When I called Platinum to ask for someone to please come out, I was told, we don't send anyone after 5:00 PM. Did I mention that it was 112 outside? I thought the woman on the phone was kidding. Here I am with my kids at home and a migraine I had been nursing all day, and Platinum cannot even let me speak to someone who can schedule an appointment until at the very least the following day. Are you kidding me? That is inexcusable. If there is an emergency and being without air conditioning in Phoenix is a health hazard, then Platinum needs to rethink their level of customer service.
I called an air conditioning company on my own and had someone to my house in 2 hours who fixed the problem, but I incurred the almost $200 bill. I will definitely look into another home warranty company when Platinum is up for renewal.

We are very sorry that you feel you've not had satisfactory service from our company.  Our company has been at your property on a few occasions for your sink running slow or being blocked.  The first service call we show for your kitchen sink being clogged was April 10,...

2014.  This was 2 days after your policy started.  We also have service calls on April 16, 2014 for the same issue of the kitchen sink running slow.  On March 27, 2015, we again sent out a plumber to clear the kitchen drain.  He ran a snake through your plumbing 30 feet into the home but after that point was unable to get past a blockage.  We chose to get a second opinion at no cost to you.  The second company was also not able to get past the blockage from the ground level clean out. Our blockage coverage is limited to snaking from ground level clean outs however they went above and beyond by getting on your roof to clear the drain from your rooftop vent. Even then they were unable to clear your drain at which point they recommended camera service, a non covered item. On July 10, 2015 we were contacted because water was backing up into your shower drain at which point our service department asked if camera service had been completed as recommended.  We fully believe that the original recommendation for camera service is an accurate one as you've had 3 different occurrences for slow drains in your home in the last 2 years. This would be a helpful baseline in telling the story as to what is going on with your drains so that we can better address the issue at hand. We realize the camera service is an added expense to you but is vital in getting this situation resolved for you. Please let us know if we can assist you in setting up this service.When you renewed your policy, you'd elected a 4 month payment plan.  You currently have 1 remaining payment for that plan. We've cancelled that payment for you. We are also waiving the $50 cancellation fee and will be refunding the prorated amount for the remainder your policy term.

[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 $163 on invoice 64181 for the shower cartridge replacement.  This would place a credit of $18 on [redacted]’s account. Please contact me for any additional questions.

My wife & I purchased a home warranty on our new house through platinum. We have had to use them twice so far. Once for a washer issue & another time for a ice maker issue. Both times they had someone out within 24hrs & fixed the issues. Would recommend.

We are very sorry for any damage that had occurred in your home.  You'd originally placed your service call on a holiday. Holidays and weekends are reserved for urgent repair items that are categorized the following way:29. Urgent Repair ItemsAir...

conditioners,furnaces, heat pumps, refrigerators, emergency plumbing leaks, or hot water heaters.   30. 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 request. Urgent 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 upon. Then 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 normal rate. It was then noted that you'd declined the $120 fee for emergency service. Our dispatcher then advised that she would call you back Monday morning to schedule at the normal $60 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 flooding. A follow up phone call was made by our dispatch department on Monday morning July 6, 2015 and the dispatcher was informed that the problem had already been resolved. We are very sorry for any confusion and inconvenience this caused. We 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 problem. We 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 years. I was very leery, and I did days of research, leading me to phony reporting agencies & the like. Eventually, we (my wife & I) narrowed it down to one company, the best of them all. I'm sure others are out there, but this is a local company using there own crew, as well as outside (licensed) contractors. I don't even by extended warranties on an item. They have the best Personal Relations of all companies I spoke too.
When someone does a great job they should be complimented. All 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.
[redacted]

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]

We are so very sorry for any inconvenience this has caused you during the process.  You should have received a call from our claims department regarding the receipt for plumbing service you’d submitted.  It seems that this part of the process didn’t take place and we...

apologize for not being in contact with you.  When clearing sewer blockages, our coverage pertains to having ground level cleanouts and is limited to 100 feet from the cleanout opening.  Clearing blockages from roof vents would have been an exclusion under your policy. Normally we wouldn’t have been able to approve a reimbursement of this sort due to the manner in which the blockage was cleared however because our phones were down and we were not able to get to you, we will be reimbursing you fully for the plumbing receipt.  Please allow 10-14 business days to receive the check via mail.

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, 3. Buyer(s) Coverage Terms, Line A: All contracts are for the duration of (1) full year...

unless otherwise indicated on applications. This 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 up. We unfortunately do not and never have offered a month-to-month policy.  At the time that [redacted] called into our office on 3/12/14 he agreed to a Platinum Premium Plan with Built-in Pool coverage with Water Softener coverage added.  The total cost for the plan was $670.  He opted for a 6 month payment plan with a $36 processing fee which totaled $117.66 per month for the 6 months. The first payment was made on the day of the order, 3/12/14.  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 found. The 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 2014.  Payments were received for the months of March, April, May and June.  When the 7/5/14 payment was run it was unable to process successfully.  On 7/14/2014 an attempt was made to contact [redacted] to collect the 7/5/14 payment.  Our billing department was unable to get a hold of him. Again on 7/22/14 our billing department left a message to collect payment.  On 8/5/14 our billing department made contact with [redacted] and were told that he was going to pay the balance for July and August on 8/22/14.  He did not call back in on that date.  On 9/11/14 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 9/19/14 with payment for the two outstanding months. He again did not call in on the promised date to make the remaining two payments.  Our billing department again attempted to contact [redacted] on 9/22/14 to collect payment.  After 8 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 60 days past due, [redacted] was subject to the following terms of his policy contract:  C:REQUESTING SERVICE5.Requesting Service and Filing ClaimsL. Failure to pay service fee will result in suspension of coverage until the service fee, and all related collection cost, has been paid in full. This contract shall be considered void while any service fees are outstanding.M. Collection efforts are billed at $120.00 per hour, plus other related expenses. A 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.N. Contracts under suspension are not eligible for refunds.O. Policyholder 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 time. Reference to this can be found in Section E: TRANSFER, RENEW or CANCEL, 11. Right of Refusals and Contract Cancellation, A. The Policyholder can cancel this contract at any time. AND B. In 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 $50.00 administrative handling fee will also be assessed.  No such written request was ever received from [redacted] during the 12 months of his policy.  Therefore at this time, there is an outstanding balance for $235.35 due on his account and is a legitimate amount due.