I had a home warranty experience this week that has me a bit miffed. I'm having a problem with my automatic garage door. What exactly, when it comes to my garage door opener, is covered?
I called my home warranty company and asked if the side rails and rollers were covered in my plan. We had a bit of confusion with terminology at first, but the young gal who answered my questions said yes, they were covered. So I placed a service call.
Sixty dollars later for the service fee, the garage door specialist calls to tell me that my home warranty company has denied coverage, the side rail that is coming apart is a part of the door, not the opener.
I called my home warranty and told them I just spent sixty dollars needlessly, why did they tell me that the rails and rollers were covered? I was told they would pull the recorded call and a supervisor would listen to the conversation. OK, let's see how this plays out.
Yesterday I get an automated call telling me that the open ticket for my electrical problem has been closed. What? After calling them one more time, I was told there were no notes of me ever calling except to place a service call. Wow ... and guess what I got in the mail that same day? My annual renewal notice for my home warranty.
As far as the anatomy of a garage door goes, I get it. I can disengage my garage door from the automatic opener and raise the door myself. They are right, the rollers and rails are not part of the door opener. I guess I need to do some research before placing service calls. And maybe home warranty companies could train their CSR's a little better.
BLOG UPDATE: The home warranty company reviewed the recorded phone call and determined that I was indeed given the wrong information. They are re-imbursing me the $60.00 I paid for the initial service call.
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