I realized my air conditioning was leaking on July 9, and immediately filed a service request onlineToday is July 22, and my air conditioner is still not workingIn the past week, I have called the company times--once to see if my claim had been reviewed (it had not), and three times to see if they had ordered the part that they did finally approveThe first time I was told the part had not yet arrived; the second time--July 21--I was told the part had not yet been ordered; the third time, I was told the part had actually arrived and was ready for the service provider to pick upWhen I called the service provider, they could see no record of the part being available for pick-upI have had representatives of this company behave as though my questions were the greatest inconvenience to them, and I actually had one scold me for calling about my air conditioning when other parts of the country were even hotterI LIVE IN SOUTHERN CALIFORNIARude, unprofessional, and unresponsiveAbsolutely abysmal experienceI wish there were a rating lower than star
I hold a Fidelity Home WarrantyWhen my dishwasher broke, I reached out to FidelityThey had a vendor contact me, and several days later he arrived (late) to examine the dishwasherHe departed and said he would order the partThat was a FridayThe following week I called the vendor to check the status of my repairHis rep was unaware of my existenceAfter some time, the rep then told me the part was available and the repair would be done FridayThat Friday the vendor did not show or callHe was unreachable by phoneI contacted Fidelity, who managed to reach the vendor through "back lines." The vendor claimed the part had not arrived and that the appointment for that day was a mistakeThe repair was rescheduled for the following weekThe following week, the vendor again did not show or callI contacted Fidelity, who managed to reach the vendor after several hoursThe vendor claimed the part "was unavailable for pickup" despite it only being around 3pmWhen I requested more details, such as why it was unavailable or when had it been ordered, Fidelity could not provide any detailsThe repair was rescheduled for the following MondayThat Monday the vendor once again did not show or callI contacted Fidelity, who claimed they were unable to reach the vendor but left a messageSeveral hours later, the vendor called and once again claimed the part was unavailableHe rescheduled the repair for WednesdayAt that point, I contacted Fidelity and requested a new vendorFidelity informed me they would not do so as the part had been ordered (I doubt it had) and they could only offer me a "buy out" to perform the repair myselfAfter weeks of delays and a disgusting lack of professionalism, the best that a national company could offer was the cost of the partFidelity had no interest in customers or their timeIt employs hack vendors who can't be bothered to even make a one minute phone callDo not under any circumstances spend one cent on this companyIt is a plague that will waste your time
My garage door would not open because the cable was brokenThe door was about to come off the track because the wheels that run on the tracks were coming offThe only way to put the garage door back into the tracks so it would not come off the tracks was to cut the cable on the other side, so both sides would come downThat happened after 6pm at night and it was already dark outsideAfter we cut the cable on the other side, then we were able to save the garage door by putting it back on the track and able to close it for the nightThe same night I made an online request for the Insurance Company to fix the cable on the doorThey sent a technician who noticed I cut the cableI explained to him what happened and that I had to do it to put the door back on the track or it would fall offThe insurance company did not care for what I said and denied the claim saying that it was "unusual wear and tear"I tried to explain to the insurance attendant at claims (Jenifer) that the door w
Cannot reach Fidelity Home Warranty on phoneClaims are ignoredIt would appear that they are on the verge of bankruptcy due to the number of recent complaintsIt is likely now a desperate scam to collect premiums without paying claimsSHould be reported to the police
Fidelity is denying the covered claim stipulated in the contract in bad faith! I am very frustrated by Fidelity's service, and they employed these tactics to to deny a covered claim in bad faithFirst, their authorization office told me the pool check value was not covered, which is totally false, the POOL EQUIPMENT is covered under the policy, if it is uncovered, I would like to know the exclusion clauseSecond, this is a pool pump leak, the technician came over and fixed it on 2/26, and the leak recurred a few days ago, the technician came over yesterday and left me a note "Found issue with pump and will repair", but I received a call from Fidelity's office this morning stating there is nothing wrong with the pump, which is contradictory with the note by technicianI requested to call with the supervisor and the agent asked why I need to talk to his supervisor rudely, I did not get a call back from the supervisor, apparently their office is preventing me from talking to the superv
We just bought a home and got home warranty.I am very disappointed with these company they do not help you at all they hire companies they are not creadicrable at all the reason I said these I have a electrician come to my house I paid him in cash and ask for the receive never got it back and call fidelity and let them know they did leasen at all I still responsible to pay and according to them they fire the electrician and his company but I still have to pay again what kind of company those this and also for people trying to get fidelity be careful because when you get contracts if you don't like their work they don't refund back and plus you end paying more and plus every time you need a service you have to pay $when you call and pay again when they come to do work and if doesn't get done you pay again these is not work it is better to hire some directly then having these company to do it for you they are ripoff.I will not recommend these company again I never complain or write reviews but these company is not what they sale to you I very disappointed
I called FNHW to request the status of an approval on a work order that has been over a month in waitingAfter the original agent had no update, I asked to speak to a managerI was transferred to ***She informed me that a portion of the repairs would be coveredThe tone which she used was immediately confrontational and diminutiveWhile I tried to understand the particulars of the contract which excluded certain repairs I was repeatedly harassed for not listening and not understandingWhen I asked for a the approval to be sent to me I was told that this was not their protocolAfter being promised calls back from FNHW multiple times, I was a bit LearyI stated openly and honestly that I was having problems trusting thisShe replied that she was sorry I had trust issuesThis, along with her correcting me for calling her ma'am (while she was calling me sir), added up to a truly dehumanizing experience
Purchased coop/condo in *** *** *** in July and purchased home warranty from Fidelity as component of the saleAir Conditioning is failing and blowing condensation out of the bathroom ventPaid Fidelity the $service fee and their AC contractor stated that the AC was improperly installed and requires an additional return air ventThe contract clearly states failure due to improper installation is covered yet Fidelity is refusing to cover it*** with Fidelity on June 14th talked to her supervisor and they agreed this was a covered issue and approved itSince then apparently someone else within the company reviewed and reversed that decisionThey went as far as having their contractor document that it was improper design instead of improper installation even though he stood in my living room and stated it was improper installation
Our oven continues to go outFor the past two years, a year each with two companies, we have had issues with the home owners insuranceThe previous home owners insurance co was here three times with the current home owners here twiceEach time, we're told the same thing: We'll find the part and replace itOur logic tells us if we pay $** each visit to call them to fix it, it should be fixedYet somehow we continue paying $** for each visit to fix something should have technically been "fixed." This brings us to a week before Christmas in We have four children, guests coming and a ham plus turkey to cook without a stove and the best our home owners insurance can do is to "investigate" the part even AFTER being told by the last mechanic that came less than a week ago that the part was no longer available and we should get a new ovenThis is from the mechanic the home owners ins sentNot our own mechanic(We don't even have our own mechanic.) We keep asking for something to
My A/C went out last MondayIt is now the following Wednesday and still the part that is needed is not inWhy? The company sent out a guy the same day I called them (Monday)He told me and the company what was needed to repair and would take 3-days to get inThat was last WednesdayWe find out that the company didn't order the part needed (compressor) until this Monday - a week later! Why did they wait a week to order the part? They said they has to "approve" the warranty wrokI have been displaced staying with relatives for days and counting now in the degree Texas heatThis is a horrible companyDon't use them!!! Run!!!
March 29th we bought a house that came with a home warranty, we did every inspection we could while in the process of purchasing this house, checked for underground oil tanks, sewer line check, full home inspection ***since we were moving to the *** area and wanted everything to be checkedUpon the inspection we noticed that the AC was not tested, we reached out to the home warranty as well as the tittle and Sellers Realtor to make sure that if there was any damage to the AC unit it would be covered by the warranty companyAll assured us that as long as no preexisting conditions were noted the Warranty company would cover the repair/replace of the AC unitApril 23rd (Approximately) we turn on the AC unit and the unit does not work, we call the home warranty company, they are extremely rude, we put in a request for service, they send a man out to check the unit, he states that there is possibly damage to the unit because of dog urine, however the primary cause of the damage
A company that has no respect for their customer and offers no service recovery or customer resolutionTheir authorization manager *** is rude, has zero managerial skills and should not be in the customer service field
We got a year fidelity home warranty as part of the home purchase and a few days after moving in the fridge started leakingFidelity refuses to pay for the repair
The A/C unit of my home broke on Thursday 8/2- I am months pregnant, live in ** and being without A/C is dangerous for both myself and my baby when outside is Fidelity Home Warranty computer system was down and they were unreachable the day of failureI called an independent contractor as I needed quick resolutionIt turned out it was not a simple fix and since the system is very old parts are not readily availableNo repairs were done this day in effort to respect Fidelity policy; I called again in the morning and the system was still down so they couldn't place a service order for me for another 2-hrs according to the representative; I called back and After hours wait and after another near hours on hold a supervisor allowed me to submit a quote from a vendor of my choice so the issue can be resolved that dayHe charged me $**-their service fee to issue permission to utilize outside vendorOnce I did so I had to get on the phone again- an hour and a half holdThe p
My realtor set us up with Fidelity National Home Warranty Our water heater stopped working on a sunday morning and I immediately called Fidelity They stated they were contacting their vendor and I would hear from them sunday or maybe monday; because this situation was an "emergency" The vendor never did contact me; I called them Monday AM along with Fideltiy The vendor stated that they did NOT work on weekends; and could not understand why Fidelity had made this referral The water heater was not repaired until Wednesday night 5PMI made several phone calls to Fidelity and they condescendingly told me "we can't control our vendor's schedules" and absolutely would not "rush" this service - - as stated on sunday amThe ratings on this company are horrible; yet realtors continue to make referrals for their clients You wonder why referrals are made to this company automatically at closing
Fidelity National Home Warranty is the most difficult company to deal withThey send out contractors that can't fix the problem the first time and refuse to replace appliances when neededMy refrigerator went out and they sent out several different repairmen to handle the problem because each one told Fidelity that it needed to be replaced and they didn't want to replace itI ended up having no refrigerator for over monthsMy dishwasher has been broken and it has taken them almost months to fix the issue, assuming it will be fixed on the next visitThere is a reason they have a 99% negative review ratingI only used their service because it came with my house, but I did not renew the service because of my horrible experienceIf you have the luxury of missing a lot of time off work to be home for the many service order visits it takes to fix the problem and can go long periods of time with your broken appliance, then you might like this company
I requested service on a faucet in my bath and shower faucetThe company they sent *** *** sent an either incompet or a thief who wanted to overcharge a yrold women for an unnecessary ans extreme service repairI suggest that fidelity NEVER use this company for Plumbling serviceHe made no attempt to loosen screw and remove handle to adjust cylinder
I purchased my home in with a one-year contract with Fidelity includedI renewed twice since thenMy home was built in and I feel like many of the systems were as old as the homeI the first year I had the air conditioner serviced, the water heater replaced, and the furnace repairedThe next year, I had the air conditioner repaired again, twice, and the garage door opener replacedJust after renewing this year I needed a plumber to replace a stop valve by my toilette, a job that turned out not be trivial due to the age of the original partAlthough I did have problems with some of the service providers, including one that kept us waiting for two weeks with a broken AC, Fidelity was always easy to work withIn the latter case, they switched me to a different AC company and the problem was fixed in a dayThey also have a great policy where the customer can choose their own service provider if neededFidelity will reimburse you a negotiated rate (though it may be less than the full cost)I used this option in one case when my AC broke because I couldn't go a week without AC, waiting for the contractorI found someone to come out on a Sunday, who was willing to work with FidelityI paid up front and Fidelity reimbursed me the entire cost of the service, minus the $deductibleAll in all, having the warranty saved me a lot of money in my first two years of home ownership, and Fidelity has proven to be a good company
We had a year home warranty after purchase of our new home and we called for our water heater repaired on March 11, by a company sent out by Fidelity Home Warranty. A year a later the same issue occurred. The plumber today informed us that the repairs made by your contractor were not correct. They used incomplete and after market parts as a temporary fix. The correct parts that were needed for a proper repair are still covered under warranty from the manufacturer and your contactor should have been able to obtain the correct and complete repair items free of charge. I now had to pay a new plumber to fix what was should have been properly covered and repaired by our home warrantyA warranty company should not be allowed to send people out for a temporary fix when warranty coverage is annual
My water heater went out last weekI called fidelity who informed me the could not have anyone out until this week! I informed them I have a newborn baby and cannot be without hot water as I need to clean bottles every day as well as wash his clothes and bathe the babyFidelity could care less! Finally almost three days later a plumber came out and informed it is an electrical issue and that fidelity would have someone out later in the dayI called back after not hearing from them in almost hours and was told that they cannot get someone out to look at it until days from now! This is unacceptable and must be fixed asap!
I realized my air conditioning was leaking on July 9, and immediately filed a service request onlineToday is July 22, and my air conditioner is still not workingIn the past week, I have called the company times--once to see if my claim had been reviewed (it had not), and three times to see if they had ordered the part that they did finally approveThe first time I was told the part had not yet arrived; the second time--July 21--I was told the part had not yet been ordered; the third time, I was told the part had actually arrived and was ready for the service provider to pick upWhen I called the service provider, they could see no record of the part being available for pick-upI have had representatives of this company behave as though my questions were the greatest inconvenience to them, and I actually had one scold me for calling about my air conditioning when other parts of the country were even hotterI LIVE IN SOUTHERN CALIFORNIARude, unprofessional, and unresponsiveAbsolutely abysmal experienceI wish there were a rating lower than star
I hold a Fidelity Home WarrantyWhen my dishwasher broke, I reached out to FidelityThey had a vendor contact me, and several days later he arrived (late) to examine the dishwasherHe departed and said he would order the partThat was a FridayThe following week I called the vendor to check the status of my repairHis rep was unaware of my existenceAfter some time, the rep then told me the part was available and the repair would be done FridayThat Friday the vendor did not show or callHe was unreachable by phoneI contacted Fidelity, who managed to reach the vendor through "back lines." The vendor claimed the part had not arrived and that the appointment for that day was a mistakeThe repair was rescheduled for the following weekThe following week, the vendor again did not show or callI contacted Fidelity, who managed to reach the vendor after several hoursThe vendor claimed the part "was unavailable for pickup" despite it only being around 3pmWhen I requested more details, such as why it was unavailable or when had it been ordered, Fidelity could not provide any detailsThe repair was rescheduled for the following MondayThat Monday the vendor once again did not show or callI contacted Fidelity, who claimed they were unable to reach the vendor but left a messageSeveral hours later, the vendor called and once again claimed the part was unavailableHe rescheduled the repair for WednesdayAt that point, I contacted Fidelity and requested a new vendorFidelity informed me they would not do so as the part had been ordered (I doubt it had) and they could only offer me a "buy out" to perform the repair myselfAfter weeks of delays and a disgusting lack of professionalism, the best that a national company could offer was the cost of the partFidelity had no interest in customers or their timeIt employs hack vendors who can't be bothered to even make a one minute phone callDo not under any circumstances spend one cent on this companyIt is a plague that will waste your time
My garage door would not open because the cable was brokenThe door was about to come off the track because the wheels that run on the tracks were coming offThe only way to put the garage door back into the tracks so it would not come off the tracks was to cut the cable on the other side, so both sides would come downThat happened after 6pm at night and it was already dark outsideAfter we cut the cable on the other side, then we were able to save the garage door by putting it back on the track and able to close it for the nightThe same night I made an online request for the Insurance Company to fix the cable on the doorThey sent a technician who noticed I cut the cableI explained to him what happened and that I had to do it to put the door back on the track or it would fall offThe insurance company did not care for what I said and denied the claim saying that it was "unusual wear and tear"I tried to explain to the insurance attendant at claims (Jenifer) that the door w
Cannot reach Fidelity Home Warranty on phoneClaims are ignoredIt would appear that they are on the verge of bankruptcy due to the number of recent complaintsIt is likely now a desperate scam to collect premiums without paying claimsSHould be reported to the police
Fidelity is denying the covered claim stipulated in the contract in bad faith! I am very frustrated by Fidelity's service, and they employed these tactics to to deny a covered claim in bad faithFirst, their authorization office told me the pool check value was not covered, which is totally false, the POOL EQUIPMENT is covered under the policy, if it is uncovered, I would like to know the exclusion clauseSecond, this is a pool pump leak, the technician came over and fixed it on 2/26, and the leak recurred a few days ago, the technician came over yesterday and left me a note "Found issue with pump and will repair", but I received a call from Fidelity's office this morning stating there is nothing wrong with the pump, which is contradictory with the note by technicianI requested to call with the supervisor and the agent asked why I need to talk to his supervisor rudely, I did not get a call back from the supervisor, apparently their office is preventing me from talking to the superv
We just bought a home and got home warranty.I am very disappointed with these company they do not help you at all they hire companies they are not creadicrable at all the reason I said these I have a electrician come to my house I paid him in cash and ask for the receive never got it back and call fidelity and let them know they did leasen at all I still responsible to pay and according to them they fire the electrician and his company but I still have to pay again what kind of company those this and also for people trying to get fidelity be careful because when you get contracts if you don't like their work they don't refund back and plus you end paying more and plus every time you need a service you have to pay $when you call and pay again when they come to do work and if doesn't get done you pay again these is not work it is better to hire some directly then having these company to do it for you they are ripoff.I will not recommend these company again I never complain or write reviews but these company is not what they sale to you I very disappointed
I called FNHW to request the status of an approval on a work order that has been over a month in waitingAfter the original agent had no update, I asked to speak to a managerI was transferred to ***She informed me that a portion of the repairs would be coveredThe tone which she used was immediately confrontational and diminutiveWhile I tried to understand the particulars of the contract which excluded certain repairs I was repeatedly harassed for not listening and not understandingWhen I asked for a the approval to be sent to me I was told that this was not their protocolAfter being promised calls back from FNHW multiple times, I was a bit LearyI stated openly and honestly that I was having problems trusting thisShe replied that she was sorry I had trust issuesThis, along with her correcting me for calling her ma'am (while she was calling me sir), added up to a truly dehumanizing experience
Purchased coop/condo in *** *** *** in July and purchased home warranty from Fidelity as component of the saleAir Conditioning is failing and blowing condensation out of the bathroom ventPaid Fidelity the $service fee and their AC contractor stated that the AC was improperly installed and requires an additional return air ventThe contract clearly states failure due to improper installation is covered yet Fidelity is refusing to cover it*** with Fidelity on June 14th talked to her supervisor and they agreed this was a covered issue and approved itSince then apparently someone else within the company reviewed and reversed that decisionThey went as far as having their contractor document that it was improper design instead of improper installation even though he stood in my living room and stated it was improper installation
Our oven continues to go outFor the past two years, a year each with two companies, we have had issues with the home owners insuranceThe previous home owners insurance co was here three times with the current home owners here twiceEach time, we're told the same thing: We'll find the part and replace itOur logic tells us if we pay $** each visit to call them to fix it, it should be fixedYet somehow we continue paying $** for each visit to fix something should have technically been "fixed." This brings us to a week before Christmas in We have four children, guests coming and a ham plus turkey to cook without a stove and the best our home owners insurance can do is to "investigate" the part even AFTER being told by the last mechanic that came less than a week ago that the part was no longer available and we should get a new ovenThis is from the mechanic the home owners ins sentNot our own mechanic(We don't even have our own mechanic.) We keep asking for something to
My A/C went out last MondayIt is now the following Wednesday and still the part that is needed is not inWhy? The company sent out a guy the same day I called them (Monday)He told me and the company what was needed to repair and would take 3-days to get inThat was last WednesdayWe find out that the company didn't order the part needed (compressor) until this Monday - a week later! Why did they wait a week to order the part? They said they has to "approve" the warranty wrokI have been displaced staying with relatives for days and counting now in the degree Texas heatThis is a horrible companyDon't use them!!! Run!!!
March 29th we bought a house that came with a home warranty, we did every inspection we could while in the process of purchasing this house, checked for underground oil tanks, sewer line check, full home inspection ***since we were moving to the *** area and wanted everything to be checkedUpon the inspection we noticed that the AC was not tested, we reached out to the home warranty as well as the tittle and Sellers Realtor to make sure that if there was any damage to the AC unit it would be covered by the warranty companyAll assured us that as long as no preexisting conditions were noted the Warranty company would cover the repair/replace of the AC unitApril 23rd (Approximately) we turn on the AC unit and the unit does not work, we call the home warranty company, they are extremely rude, we put in a request for service, they send a man out to check the unit, he states that there is possibly damage to the unit because of dog urine, however the primary cause of the damage
A company that has no respect for their customer and offers no service recovery or customer resolutionTheir authorization manager *** is rude, has zero managerial skills and should not be in the customer service field
We got a year fidelity home warranty as part of the home purchase and a few days after moving in the fridge started leakingFidelity refuses to pay for the repair
The A/C unit of my home broke on Thursday 8/2- I am months pregnant, live in ** and being without A/C is dangerous for both myself and my baby when outside is Fidelity Home Warranty computer system was down and they were unreachable the day of failureI called an independent contractor as I needed quick resolutionIt turned out it was not a simple fix and since the system is very old parts are not readily availableNo repairs were done this day in effort to respect Fidelity policy; I called again in the morning and the system was still down so they couldn't place a service order for me for another 2-hrs according to the representative; I called back and After hours wait and after another near hours on hold a supervisor allowed me to submit a quote from a vendor of my choice so the issue can be resolved that dayHe charged me $**-their service fee to issue permission to utilize outside vendorOnce I did so I had to get on the phone again- an hour and a half holdThe p
My realtor set us up with Fidelity National Home Warranty Our water heater stopped working on a sunday morning and I immediately called Fidelity They stated they were contacting their vendor and I would hear from them sunday or maybe monday; because this situation was an "emergency" The vendor never did contact me; I called them Monday AM along with Fideltiy The vendor stated that they did NOT work on weekends; and could not understand why Fidelity had made this referral The water heater was not repaired until Wednesday night 5PMI made several phone calls to Fidelity and they condescendingly told me "we can't control our vendor's schedules" and absolutely would not "rush" this service - - as stated on sunday amThe ratings on this company are horrible; yet realtors continue to make referrals for their clients You wonder why referrals are made to this company automatically at closing
Fidelity National Home Warranty is the most difficult company to deal withThey send out contractors that can't fix the problem the first time and refuse to replace appliances when neededMy refrigerator went out and they sent out several different repairmen to handle the problem because each one told Fidelity that it needed to be replaced and they didn't want to replace itI ended up having no refrigerator for over monthsMy dishwasher has been broken and it has taken them almost months to fix the issue, assuming it will be fixed on the next visitThere is a reason they have a 99% negative review ratingI only used their service because it came with my house, but I did not renew the service because of my horrible experienceIf you have the luxury of missing a lot of time off work to be home for the many service order visits it takes to fix the problem and can go long periods of time with your broken appliance, then you might like this company
I requested service on a faucet in my bath and shower faucetThe company they sent *** *** sent an either incompet or a thief who wanted to overcharge a yrold women for an unnecessary ans extreme service repairI suggest that fidelity NEVER use this company for Plumbling serviceHe made no attempt to loosen screw and remove handle to adjust cylinder
I purchased my home in with a one-year contract with Fidelity includedI renewed twice since thenMy home was built in and I feel like many of the systems were as old as the homeI the first year I had the air conditioner serviced, the water heater replaced, and the furnace repairedThe next year, I had the air conditioner repaired again, twice, and the garage door opener replacedJust after renewing this year I needed a plumber to replace a stop valve by my toilette, a job that turned out not be trivial due to the age of the original partAlthough I did have problems with some of the service providers, including one that kept us waiting for two weeks with a broken AC, Fidelity was always easy to work withIn the latter case, they switched me to a different AC company and the problem was fixed in a dayThey also have a great policy where the customer can choose their own service provider if neededFidelity will reimburse you a negotiated rate (though it may be less than the full cost)I used this option in one case when my AC broke because I couldn't go a week without AC, waiting for the contractorI found someone to come out on a Sunday, who was willing to work with FidelityI paid up front and Fidelity reimbursed me the entire cost of the service, minus the $deductibleAll in all, having the warranty saved me a lot of money in my first two years of home ownership, and Fidelity has proven to be a good company
We had a year home warranty after purchase of our new home and we called for our water heater repaired on March 11, by a company sent out by Fidelity Home Warranty. A year a later the same issue occurred. The plumber today informed us that the repairs made by your contractor were not correct. They used incomplete and after market parts as a temporary fix. The correct parts that were needed for a proper repair are still covered under warranty from the manufacturer and your contactor should have been able to obtain the correct and complete repair items free of charge. I now had to pay a new plumber to fix what was should have been properly covered and repaired by our home warrantyA warranty company should not be allowed to send people out for a temporary fix when warranty coverage is annual
My water heater went out last weekI called fidelity who informed me the could not have anyone out until this week! I informed them I have a newborn baby and cannot be without hot water as I need to clean bottles every day as well as wash his clothes and bathe the babyFidelity could care less! Finally almost three days later a plumber came out and informed it is an electrical issue and that fidelity would have someone out later in the dayI called back after not hearing from them in almost hours and was told that they cannot get someone out to look at it until days from now! This is unacceptable and must be fixed asap!