Home warranty company refuses to cover Dallas plumbing costs
Dallas Penalty Box
Didn't respond to Patricia Krueger's request to send a master electrician to repair her phone and an independent technician to repair her computer after what she says was their failed attempt. Third month in the box.
All National Roofing
Broke a promise to provide Mamye Cordell with an itemized statement for roof repairs she says were unsatisfactory. Third month in the box.
Didn't respond to Patrick Keany's complaint addressing what he says was an unsatisfactory roofing job . Second month in the box.
COMPLAINT: Susan Rossbach, Plano, Texas
"I purchased a home warranty plan from Everything Residential. I've used the plan three times this year for plumbing problems.
"The first two service calls were routine plumbing problems and were handled well. The third call was to detect and repair an under-slab leak.
"The contractor they sent spent all afternoon and couldn't locate the leak. As he packed up, he gave an oral estimate: He said the kitchen counters would have to be pulled, and he didn't want to pull permits for the job.
"I called Everything Residential and asked them to send a different plumber to find the leak — they refused.
"I ended up hiring an outside contractor who located and fixed the leak in six hours. In the end, I paid a lot of money to use Everything Residential's contractors who weren't held accountable for their unprofessional behavior."
DESIRED RESOLUTION: "I'd like Everything Residential to refund the $100 service call fee and pay $500 toward the repair done by the outside contractor."
RESPONSE: Suzanne Armstrong, claims manager, Everything Residential
"The residential service [contract] we have with the member grants Everything Residential the right to select the plumber.
"We've used this plumber on hundreds, perhaps thousands, of calls over a number of years and we've never had a previous complaint. The plumber is licensed by the Texas State Board of Plumbing Examiners and is very qualified to do the work.
"The residential service contract specifically states any service performed without Everything Residential's authorization won't be reimbursed.
"Our position to not allow the use of contractors outside our network is not only a regulatory issue but also an economic, quality, insurance and general liability issue. We advised her of the above information prior to her selecting another contractor."