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HomeSure Services, Inc. Complaint - Samsung Refrigerator - A/C
HomeSure Services, Inc. Complaint

HomeSure Services, Inc. Complaint


Samsung Refrigerator - A/C

Freezer and ice maker quit working on 5/2/17. Cross Country who authorizes work is stalling and 3 mos. later still not working. HomeSure Services Inc. Contract # 94309232 Eff: 10/12/16 Exp: 10/11/17 Direct Deposit w/d every month. Sears Home Services Home Warranty Plan Appliances in Kitchen Plan $39.99 monthly Samsung Refrigerator RF4287HABP Serial # 102143CB100117 Freezer and ice maker stopped cooling 5/2/17. After countless repairs and parts, 4 control boards, valve fan motor, switches, etc., still not working. Cross Country sends a Sears company A & E to work on freezer. The technicians call Cross Country experienced service people to diagnose and try to fix. Nothing has worked. On 7/21/17, technician called Cross Country and stated he did not think the freezer was repairable. He also stated that Cross Country service man wanted him to order a compressor, a valve and a filter, but he thought they had put enough money into it and maybe a replacement would be considered. This is where it started getting crazy. Authorization department never called me back, I called on 7/27/17, and they said a replacement was approved, to look at it and call them back. I saw the replacement and was not too happy, but called back to see if I had other options, (like money out of my pocket for a different model, Whirlpool vs. Kenmore). They immediately took that reploacement option off the table and went to try to give me a $278.00 claim credit, which they say will fix the freezer. I stated to them to fix it then. On 7/29/17, I had a Doris call me and stated that they would order the parts to fix. I waited and called 0n 8/2/17, and parts had NOT been ordered and was told that they will NOT order. Now, they tell me that they will research a different company to try to come and fix my freezer. I do not believe that since back on 5/24/17, another supervisor, Cassandra Louden, said if they could not fix, they would send a private contractor. Since then Cassandra Louden has not returned 5 calls and 4 emails that I have sent to her. I feel they do realize that they cannot fix and are twisting my hand at accepting a $278.00 claim credit for a $2,000.00 refrigerator that is only 6 years old and in excellent condition. A refrigerator like the one I have would cost $3,000.00 or more at Sears. If they could fix it and they felt assured that they can fix for $278.00, then I have told them to come and fix it. Customer services agents are trained to give you canned answers and will not allow you to speak to supervisors, managers, or anybody that has authority to make decisions without lying to the customer. The frustration that you cannot speak to CEO's, the authorization department, or supervisors (only at their discretion) is calculating on their part. An attorney said that they are trained to stall you until you fix the said item. These insurance warranty companies do not want to replace the item. There should be some accountability to their services.

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