27 Feb, 2018 → by ClaimboUser320320
The Worst Customer Services I have Ever Experienced!!

1

repaThe gas pack for my heat went out and I originally contacted an area HVAC repair company who diagnosed a faulty heat exchange and inducer assembly and where ready to complete the repair on the same same day on February 16th. However I remembered the I recently had purchased the home warranty and contacted customer and described what needed to be replaced and reviewed my warranty and found the repair to be covered under the warranty contract. I discontinued with the local service company and used my warty and a contract HVAC repair came out the following Monday. The company provided the same repair and In called them a day later to better understand the process of repair. I was told they had to submit the repair order and CCHS would order parts and the repair would be completed. However CCHS reviewed the order and decided to replace the entire unit which I would be responsible for 1900.00 of the cost, or take 1500.00 for the claim. I have been with no heat for almost two weeks. In made several calls and I have not received any calls from CCHS to ever consult with me the customer regarding the ir or asked me what options do I prefer. I was told the decision has been made and I basically can take or leave regarding the monetary options. I did not want a new unity nor do I want to incur cost of 1900.00. The CS persons are only able to read a computer screen and not make any decisions, and I was was hung on after requesting a case manager, and after I had informed the CS person that my claim had been given priority due to lack of heat. I asked a three persons regarding how long it would take for the claim payment to be mailed and I was told 2-4 weeks, I think I would be frozen by that time. This is entirely to long and not customer centered on an amount that I did not figure. I requested if the check can be expedited, I was told a request can be made to accounts payable, by the last person I talked with, so I am not sure if this is accurate. I would discourage any home person from using the Sears Home warranty throughout this company, they are not customer centered or customer friendly, and the person that you actually speak with are not knowledgeable, and cannot make any decisions regarding your claim. I will terminate my agreement once my claim is complete!
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