Colonial Home Warranty

Colonial Home Warranty blatantly refused to honor their contract, and submitted false reports Wilmington, Delaware

8th of Jul, 2011 by User216684

I purcahsed a home warranty with Colonial Home Warranty. In May, my air conditioner stopped working. It took their service technician 4 days to finally arrive. They failed to properly repair the unit the first time and two days later had to return again. At that time, they recommended a replacement of the unit because it was nearly 40 years old, but in their words: "in good condition for it's age". The service tech also noted that the unit had no maintenance issues, and that the unit failed due to "normal wear and tear". I maintain the A/C unit myself in accordance with the manufacturers manual, but Colonial Home warranty refused to cover it claiming on the phone that non-coverage was due to the fact that I did not have a professional do the maintenance. They then told us that "Every manufacturer requires that it be done by a professional". They denied my claim after several weeks of avoiding my phone calls and routing me to an answering service who could do nothing but relay new work orders and start new accounts. I filed with the BBB, and they omitted several mistakes on their part and made false statements regarding my A/C unit in their response. When I replyed their response with hard fact and documentation, calling them on their falsehoods, they refused to maintain contact. They only ever quote thier contract as the reason for non-coverage, which is the only part of their contract that they seem willing to make any effort to uphold.

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