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I asked if it wasn't in there from this morning and he said no, the other agent did not add this to your file. I have not had a working dishwasher in July. I'm so frustrated with this company. Unless someone can make this right, we will not be renewing our contract. When opening a claim with HWA in June 20th, it took a while to get someone out here. First their only available time was 5 days from then, we called and got another company and they no call no showed for a scheduled appointment.

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01.14.2007 | 34 Comments

"He said, 'Why does Sears keep giving out my number?I'm not licensed for air conditioners. '" Curious, Torine did a quick search to see how many air conditioner repair companies he could find in Morris County: more than 75 during a three minute Google search, he said. So what was taking so long?After two more weeks, the warranty company found a new repairman. He arrived on May 30. Torine said he paid his $100 deductible, and the repairman diagnosed the problem and called Sears to explain what parts would be needed before he left Torine's home. But subsequent calls to the warranty company for updates were troubling. Some representatives apologized, others promised he would get a call back in a day. Still others suggested he find his own repair service, and one even said there was no record of the parts order, he said. Throughout, no one reached out to Torine to give him an update, he said. By June 20, there was news. "They said the parts are in, but 'far away' and it costs $300 to deliver to my house," Torine said.

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01.14.2007 | 16 Comments

I called the emergency number for the contractor Sunday night, and he said they'd send someone out the following day Monday. The owner of the company came to my home on Monday afternoon and was quickly able to find that our compressor was shot the most expensive component on the AC aside from basically just putting in a new unit. I asked him straight out how long this would take to fix based on all the terrible reviews I've read online from 2 10 about it taking months to get service and he said it really just depends. I had a stomach ache from reading reviews that night but hoped for the best that we would not be without air much longer in the July, 90 degree heat. I was THRILLED this morning when Willie, the contractor, called me at 8 am to tell me he had the part in stock, 2 10 had approved the claim and he'd be out today to fix our unit. He had it up and running in just a few short hours and everything was resolved within 36 hours of me making my claim. I realize that this does not seem to be the norm based on all the reviews but it seems as though we lucked out with a great contractor who got the job done quickly and efficiently for us and a rep Katrina who was very helpful in getting our claim pushed through. I paid our $100 service call fee to the contractor and no other out of pocket fees. I wanted to take the time to write a positive review because it was a wonderful, easy process for us and hope it will be for others as well!Hi there Nick S. According to our notes, we offered to set up an additional service request to find you a new contractor and also offered at one point the option of going out of network for expedited service. You turned down both offers and said you would stick with waiting for the appointment in order to not suffer any further delays.