CKC Plumbing : Cantamaglia Mechanical

"It is always unfortunate when a homeowner does not understand the contract of a home warranty purchased for or by them. While there are a number of home warranty services on the market there are none that we are aware of that cover a preventative replacement of a unit. Coverage is always dependent upon a verifiable failure that can be duplicated while the technician is at the home working on the unit and it the failure is due to normal age related wear and tear. Once any failure is verified if a repair can correct the issue a repair is performed. If the entire unit is failing and a repair cannot correct the issue then a replacement would be recommended and submitted for review under the contract for coverage, policy limits and any associated out of pocket expenses not covered under the warranty. In addition, the service fee or deductible is also part of the contract between the warranty company and the homeowner and is collected by the company any time any service is requested by the policy holder. Preventative replacements are certainly available to any homeowner at their request, however, that cost is completely out of pocket and never covered by a home warranty. Just as we would never tell a private pay customer they have no choice but to to replace something that does not actually require replacement, we do not submit false reports to a home warranty company either. In this particular case, the pilot switch was turned to the off position when the technician opened the unit. The flame lit normally and there is no sign of tank failure. There were also discussions afterwards detailing the coverage parameters with a full explanation that if a part is failing that part will be replaced, not the entire unit which is currently intact. If there is no verifiable failure at the time the tech is in the house, there is no preventative replacement done to any part or unit. A home warranty policy can provide great value to homeowners. Most cover a large percentage of the expense for failure to a home's major mechanical, plumbing, appliance and electrical components. However it is important for policy holders to understand their coverage and the limitations of any policy you take out. Just as with any insurance policy (homeowners', life, auto, health, GAP etc,), there are limitations and exclusions to the coverage provided by any policy. It is regrettable that the open internet review venues have become a common sounding board for policy holders who are either unaware of or in disagreement with limitations in their policies. We do not believe in engaging in banter and are always disappointed to see derogatory or inflammatory comments. Our technicians are clean, neat and experienced. They always attempt to have cordial discussions with our clients regarding the findings while providing any service. They attempt to review any findings, failures, repair or replacement options with all of our customers. In the case of home warranty customers, the explanation of certain coverage limitations is often part of the discussion. It is important for homeowners who have a home warranty to understand, recognize and evaluate the value to them versus any limitations within those policies."

"Services for the warranty company customer belongs to has structured guidelines regarding upgraded emergency service. If the warranty service determines a request fits specific criteria to qualify for upgraded emergency service they place a call to request upgraded service. Otherwise, all normal service requested are forwarded via email and are contacted within 24 normal business hours and scheduled within 48 normal business hours. This service came in after hours as a normal service and the customer was contacted and scheduled within 1/2 hour of our opening in the morning. I am sorry if she did not understand that was the process through the warranty company. Also, pricing is predetermined based on the customer's coverage under the individual warranty policy. I am sorry you took offense and felt that Craig was disrespecting you as a female homeowner. It certainly was not intentional. Craig's communication is a main reason most of our customers insist only he service their home after meeting him. I do know that this particular week two days were lost making it an incredibly stressful week for service due to extreme weather. Which also presented an extreme increase in emergency service requests also a result of the extreme weather. On the initial visit, Craig had two full days worth of service scheduled to accommodate customers due to the weather conditions. So again, I apologize if you felt he was rushed and interpreted any feminine disrespect as that simply is not in his nature."