We sincerely apologize that your expectations were not met in this case and we hope we can clarify and hopefully provide additional help. Silverback will not return calls, will not send the reports and will not allow me to speak with a manager. That it took 45 minutes to register 1 part per million on the C02 (don't quote me on that exactly but I am pretty sure that's the number he said, I am waiting for the official report from both companies) and that the crack does seem as though it happened after we moved in and started using the heater and therefore should be covered. I then called for a second opinion and the second furnace tech said that the reading is very low. But the company sided with the option that saved them money and said that there is no dispute process and that the problem isn't able to be escalated beyond the front desk receptionist. I asked if she could guarantee that it didn't happen after we moved in and started using the heater, she could not. That these cracks take years "usually" but again, not guaranteed. But that she has been doing this for 6 years and that's what experience tells her. I asked if there was a way to guarantee that it happened before, she said no. They said that they are not willing to cover ANY portion of the furnace because it has a crack that LIKELY but not guaranteed, happened before we moved in. After not hearing from Silverback and having the temp start to drop here in Utah, I reached out. The furnace tech came out and said that he recommended that the furnace be replaced and to stop running it. Silverback called and asked if I would like a tune up on the furnace after we moved in, I took them up on the offer since I knew that I needed to get it done anyway. In the inspection it very clearly states that the furnace was operational at the time of the inspection. I had an inspection done and the inspector told me that the furnace was older, that it blew hot but that if I got a tune up that it would probably last a couple more years. We are requesting that they pay out the full amount of $500 for the microwave replacement and reimburse the $60 that we paid to the serviceman. We have now been without or microwave for almost 2-months and are stuck trying to figure out how to replace a $500 microwave with $190. We were never given the option to just take the cash from the beginning and replace the microwave. Apparently, you have to read the fine print 3-pages in to learn that the budget for a microwave repair is $500. All over their website and brochure, they claim that they will repair or replace your appliances. We asked if we could reallocate the money from the reserve for a different appliance but they refused. After he deemed that the microwave was not fixable, SilverBack informed us that they could send us a check for $190 to replace the microwave because the other $310 was used to cover the cost of parts. He then had to reschedule his return trip 3 times due to him not showing up to our appointment. The first time that the serviceman came out he spent 30-seconds looking at the microwave and said he didn't have the part and would need to come back. We had to pay $60 to have the serviceman come out. We did as SilverBack asked and had someone come out and look at our microwave. We were told that if we had a claim SilverBack Home Warranty would want to try and repair the appliance in question first but if it could not be repaired they would replace it. When we purchased our home on it included a SilverBack Home Warranty. We apologize that we did not meet your expectations and wished we could have done more. We did not receive a reply to that email nor a follow up other than you asking for a reimbursement of your $60 service fee since you did not choose to use our contractor, to which we reimbursed you that amount. See attached email that was sent on July 1st 2021. After sending out one of our contractors, you wanted to try another option and over email we provided the detailed instructions of how we would review a contractors eligibility to do the work. We are sure you can understand why that requirement exists. We cannot under any circumstance have someone work on, replace or fix any unit without being licensed and insured. We want our customers to have more options and ability to save money by offering the use your own contractor option, but we have a process that must be followed for your safety, protection of your home and occupants as well as our company. We apologize that you did not have the best experience as that is our intent.
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