Choice Home Warranty

On October 10, 2015 I filed a claim for my air conditioner not cooling. On October 16, at approximately 830 pm Burgess A/C Sales and Service came to my house. He was very nice, stayed until my unit was cooling, he made every effort to complete the job. I would recommend this company for service. He replaced a blower cap, and stated there was no Freon in the unit. The unit had a leak in the evaporator cooling coil. He would need to get approval to put Freon in the unit and he would need approval to replace the evaporator cooling coil. He also stated that it would be expensive to do this because it was R-22 Freon and the unit would need to be converted to the new type of Freon. He suggested for the unit to be replaced because it was not economical to repair the coil. We both tried to contact the service department at [protected] and did not get an answer. The Warranty Agreement states 24 hours a day 7 days a week. He put 3 lbs. of Freon in the unit and I paid an additional 130 dollars. He stated it would leak out; and this was a temporary fix; just to get the unit cooling until the repair was approved. I called spoke with Jennifer on Monday October 19, 2015, and she stated he had not submitted the diagnosis. I called back Wednesday October 21, and spoke with Karina, she also stated he had not submitted a diagnosis but had been approved for the blower cap and Freon. I told her I paid for the Freon and wanted to be reimbursed. I asked her to call him while I was on the phone to resolve this matter. She called him on the phone and stated he only said the blower cap needed to be replaced, and that he had put Freon in the unit. I called on Thursday October 22, and spoke with Sue; she was very rude she made several statements: They were not going to fix my unit, they did not have any information on the coil, first lie, that if I didn’t stop arguing with her she would just cancel my account, she had the right to cancel it anytime she wanted, (second lie) that the unit was fixed and if it stop cooling I could call them back, when I started question her about what she knew about A/C she stated: Are you sitting in a hot house, we are not going to fix anything else, it was only 3 lbs. of Freon, (that means it was empty duhhh), when I asked to speak to a manager she said I am the manager, when I asked to speak to her boss she sent me to the cancellation department and I spoke with Aaron. When I tried to explain what I was angry about he told me he wasn’t finished talking and to be quiet. I explain: that being from the south as I was, and apparently he was from the north and didn’t respect women, that when a woman is speaking the respectful thing to do is stop talking until she is finished. I AM THE CUSTOMER I PAY their salary….. I am not happy with the service, my A/C unit is not fixed and I want it fixed, as promised in the advertisement. STATEMENT I heard while on hold waiting on him to get on the phone: Regardless of the age of your appliance, no home inspection is required; we take the worry out of home warranty. I called and spoke with Mr. Burgess. He was told by the service department that he was not approved to put in the Freon and should not have done it. When he asked what should he have done he was told he should have got into his vehicle and drove away. The gentleman he spoke with told him to give me the check back to the customer; he stated he had already deposited the check. He also stated he told the company the coil was leaking they said they were not going to approve it to be replaced or fixed. I just called the sales department for Choice Home Warranty as a new customer: I asked “what exactly is cover under your warranty. He gave me a list of items. I asked so if my refrigerator goes out he said “it cover all components. “ I said and my a/c it is 12 years old what if it goes out and can’t be fixed. He said “well with that age we would replace it with a brand new make and model with the most comparable unit on the market. It covers; compressor, condenser, cooling coil, all major components, at that age a new A/C.” False advertisement….. Lie to get people to buy the product and then not follow through when they try to make a claim. Since that last call with Mr. Burgess I have had several conversations and emails concerning my repair. I have had the same rude conversations with the service department, have been treated very disrespectful. I received and email Friday that a company called Gulf Breeze Mech. LLC was going to come look at it. I set up an appointment with this man for Monday, explained what the issues were. And he stated that Choice Home Warranty Company have been very difficult to work with concerning air conditioning units that the coil was leaking on. They did not want to fix them or replace them and he had to jump through a lot of loops to satisfy what they required, that they might just deny the repair, they had over the summer with him and he had calls of upset clients. Saturday I was email he declined to come because it was 2 hours away and out of his service area. I spoke with the gentleman and he stated Choice is the one that called him to cancel they were going to get Burgess AC sales and service to fix it and they did not want to pay him the additional millage, no more than 25 miles. It is 32 miles and takes 40 minutes to get to my house. Again lies… so either there are two service people who your company has hired to fix my unit that have lied, or your service department has been taught to lie to the customers……. Burgess has not been assigned to fix the unit, I have not heard from any one as to when my unit will be looked at or repaired.