National Home Protection is not honoring their agreement with me. Below, you will see how long I have been trying to get repair service honored, and the got a transmission error because the disputes@nationalhomeprotection.com is an unknown address—
-----Original Message-----
From: vfbrooks12@aol.com
To: disputes@nationalhomeprotection.com
Sent: Mon, 13 Oct 2008 12:10 pm
Subject: Claim # 540-677
Sir or Madam:
I spoke with one NHP Reps this morning reference my claim, which I submitted on 6 Oct 08. at the end of this email, I have attached all email traffic pertaining to my claim. However, what I want to address right now is the fact that I was sent via email in pdf format a "Customer Reimbursement Procedures" Form. I was told that I could find my a technician on my own and that anything repairs over $100 I would have to call and get authorization. As of the date of this email (13 Oct 08), I got Elliott Air Conditioning. We called NHP and he spoke with a rep and told them the problem is that the motor in the a/c unit would have to be replaced, and gave an estimate of approximately $200. Afterwhich, the rep put him on hold, came back and told me that I needed to fax to NHP my maintenance records. How often does NHP use this to keep from paying claims? I told NHP rep that I had been in my home for 18 years and that I did not keep and maintenance records. The techinian said to your rep that this motor is out because of normal wear and tear, but that did not satisfy NHP. EIGHTEEN YEARS OLD SYSTEM. Your rep stated to me that NHP reserve the right to ask for the record. I change my filters every three months and that is done on the inside of my home. I understand that you all reserve the right to ask for records, but since I do not have maitenance records, and this is my second year with your company, will you make exception or at least pay a portion of the cost of the repair if not all? Elliott Air Conditioning stated that his labor will be $70 and the approx. cost of the motor is $200. I have been with a/c since 5 Oct 08 and I live in the Southeast Alabama and it is hot and humid. I signed on with your company because you all reassured potential buyers that we would have nothing to worry about. This is the second time I filed a c laim. The first time for an electric water heater. I clearly understood what you all did not cover. But here I am again, and you all want to reserve the right to see maintenance records that I do not have. Does this mean I will not get my central air/heating unit repaired or what will NHP do for me? Will you call me with an authorization number so the technician can complete the job? My home telephone is --------, and my cell is ------, and Elliott Air Conditioning Service is ------.
Thank you for your assistance.
Vanessa F. Brooks
2124 Lakeview Road
Ozark, AL 36360
Including today, you will see below that I have made several attempts to get NHP to make things right for me.
PREVIOUS EMAIL TRAFFIC--
This email is in reference to my claim #540-677.
My unit stop running in the P.M. on 5 Oct 08, I called in my came to you on 6 Oct 08.
On 7 October 2008, NBP emailed stating that A 1 Services, an authorized NHP service technician, (334) 566-4220 had been assigned the job and for me to make contact with them to schedule a mutually convenient service appointment. However, when I called the owner, he said that you all did not contact him, and that where I lived was too far for him, and that he had more work that he needed, that he was working mainly in Pike County. I reported that you NHP on the same day, and you told me that you were working on getting another contractor.
On 8 October 2008, NBP emailed me stating that Wagner Air Conditioning, another authorized NHP service technician has been assigned the job and for me to make contact with them to schedule a mutually convenient service appointment. I called Wagner Air Conditioning at (334) 678-8894 this morning, per your guidance to setup an appointment. I was told that they got an initial call from NHP about contracting a job, but have not heard back from you. Wagner Rep told me that NHP is not in their system, and they are waiting for additional information from NHP. As 9 Oct 08 at 3:03 P.M. CST, they have not heard from your company, and someone has been at their place of business all day. Until they hear from you with the needed information, I WILL NOT GET ANY SERVICE
On your homepage under "About Us" under "Our Service" you state, "We pride ourselves on having the most satisfied customers in the business and will go to great lengths to make sure that when your needs are met, you'll refer your friends and family to us because you know they will be taken care of." I do not consider what is happening to me as good care. At this stage, I am a reluctant to refer my family and friends to NHP.
WHEN CAN I EXPECT SERVICES TO BE RENDERED ACCORDING TO STANDARDS THAT YOU ASSURE ON YOU WEBSITE?
Vanessa F. Brooks
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-----Original Message-----
From: claims@nationalhomeprotection.com
To: vfbrooks12@aol.com
Subject: Contractor assigned to NHP claim number 540677
Date Tue, 7 Oct 2008 8:56 am
Dear Vanessa F. Brooks,
Your request for service 540677: Air Condtioning: Not cooling...outside fan not
turning..
Your claim has been assigned to A 1 Services, an authorized NHP service
technician. You may now contact A 1 Services at (334) 566-4220 to schedule a
mutually convenient service appointment. If you do not have an appointment
scheduled with your authorized NHP contractor within 48 hours please call us at
1-800-608-6045 so that we may assist you in getting an appointment scheduled.
Please remember that upon the technicians arrival you will be required to pay
the $45.00 service call fee.
Should you have any questions or concerns, feel free to call our claims
department at 1-800-608-6045.
Thank you,
NHP Claims Department : 1-800-608-6045 : Claims@NationalHomeProtection.com
-------------------------------------------------------------------------------------------
-----Original Message-----
From: claims@nationalhomeprotection.com
To: vfbrooks12@aol.com
Sent: Wed, 8 Oct 2008 10:45 am
Subject: Contractor assigned to NHP claim number 540677
Dear Vanessa F. Brooks,
Your request for service 540677: Air Condtioning: Not cooling...outside fan not
turning..
Your claim has been assigned to Wagner Air Conditioning, an authorized NHP
service technician. You may now contact Wagner Air Conditioning at (334)
678-8894 to schedule a mutually convenient service appointment. If you do not
have an appointment scheduled with your authorized NHP contractor within 48
hours please call us at 1-800-608-6045 so that we may assist you in getting an
appointment scheduled.
Please remember that upon the technicians arrival you will be required to pay
the $45.00 service call fee.
Should you have any questions or concerns, feel free to call our claims
department at 1-800-608-6045.
Thank you,
NHP Claims Department : 1-800-608-6045 : Claims@NationalHomeProtection.com |
50 days ago by Vanessa F. Brooks [