called warranty company on thursday 7:30 am. stated that there was a plumbing leak and it was in the wall.
called again on friday, 9:30am. made the same statement and warned them of the secondary damage created by water leaks. they established the emergency status and stated a contractor would get back to us. called contractor that was assigned to the case on friday 4:30pm, the contractor stated that they don't work on assigned cases from thursday until the following monday.
called insurance company again..they assigned another contractor on an emergency basis. contractor to come out on Saturday. Saturday came and went contractor calls Saturday 5pm to say he will be out sunday between 3 and 7pm. we call insurance company and they assured us someone would be out on Saturday for this water emergency.
contractor shows up on sunday 6:45 pm to determine what was wrong so that he can get approval to repair the leak. his professional opinion was that we had a water leak, but he was not authorized to repair it today (sunday) because the authorization department was closed. we called insurance company 10:00am monday. they stated that they had not received the analysis of the problem from the contractor and would get back to us....they held us on the telephone for 45 minutes and told us that the approval has been made and that the contractor would be out to the property between 1pm and 3pm today (monday).
they stated that they are not responsible for any secondary damage caused by the 5 day water leak. we advised insurance company from day #1 that water is very damaging and that their suggestion to turn off the main water to the house is NOT A RESOLVE when people are living in the house. 5 calendar days to repair an emergency water leak fully covered by policy? No coverage for secondary damage to the property created by the continued flow of water as a result of the 5 day delay?
Sending a contractor out to assess the emergency without the ability to repair the leak and stop water damage? Suggesting turning off all water to an occupied house while they take 5 calendar days to assess the problem?
Product or Service Mentioned: First American Home Warranty Claim.
Reason of review: Not as described.
Monetary Loss: $5000.
Preferred solution: Let the company propose a solution.