Unwarranted

COMPLAINT: Brenda Smith, Greenwood, Ind.

"Recently, I purchased a home with a home warranty. My sump pump went out so the warranty company referred me to Marathon Property and Services Inc. to replace it. Carl [Cooper, the owner] replaced the sump pump with a new one but with a different type of float. My husband questioned this, but Carl assured us it would operate.

"Approximately 30 days later, we had rain and the new sump pump float was stuck in the closed position, resulting in a flooded basement. Carl came back out and stated that the pit area was a little tight for the type of pump installed and he would try to get another pump. It's been a month since, and he refuses to return our calls or pay for the basement's cleanup."

DESIRED RESOLUTION: "I want Marathon to replace the sump pump and pay for the flooded basement's cleanup."

RESPONSE: Carl Cooper, owner, Marathon Property and Services

"I appreciate any type of feedback from Angie's List members. I was contracted to work on the member's sump pump through Home Warranty of America. After I installed the sump pump, I submitted my report to them and they denied the claim. After this occurs, I'm not authorized to have any contact with the customer unless I'm dispatched, which is why I couldn't come back out. In this type of scenario, I work for the warranty company and legally I have to follow their rules."

STATUS: Stalemate

That bites

COMPLAINT: Judith Reasoner, Indianapolis

"Cardinal Home Inspection Inc. inspected my home before I bought it. The sale of the home was contingent upon this inspection. There was some damage by the front door, which Cardinal specified and documented as pet damage from the previous owner's dog. However, upon move-in the damage got worse.

"I called another company who was quick to assess the real problem: termites! There are termites around the door, as well as [termite] tracks in the basement. I've been trying to contact Cardinal, but I've gotten no response. Their website isn't available anymore and no one will return my calls."

DESIRED RESOLUTION: "I want Cardinal to pay for the termite elimination."

STATUS: Penalty Box

Hutch holdup

COMPLAINT: John and Joann Kriebel, Carmel, Ind.

"We ordered two sets of Tvilum-Scanbirk office furniture for our home offices from Scandinavian Comfort Inc. The entire order of 11 separate pieces was paid for in advance. Everything was delivered except for a large two-drawer file cabinet and a hutch. The cabinet arrived 10 weeks later.

"The hutch [eventually] arrived damaged - the store said it would reorder it. We called two or three times and every time we were told they'd check the warehouse and call us back tomorrow. The 'tomorrow' telephone calls never happened. Finally, we sent letter stating that we didn't think hutch would ever arrive, and we requested a refund for the amount we paid for it. As of a month later, we've received no response.

DESIRED RESOLUTION: "We're asking that the purchase price of $113 for the hutch that we never received be refunded to us."

STATUS: Resolved

Editors note: The Kriebels say Scandinavian Comfort credited their account for the requested amount.