Albert M.
My hot water tank quit working on a…
My hot water tank quit working on a Saturday. I called and filed a claim and was told I would hear something in 24 hours. Sunday, I hadn't heard anything and called again. Again, was told I would hear back in 24 hours. I told the AI assistant that I wanted to talk to a human being. I received a call from someone who said they were personally going to look into my claim. Monday, I called again and talked to someone who said they were having trouble finding a technician. They asked me for possible 3rd party people to come. I gave them two names. I received a call that someone would be at my home in a couple of hours. After the technicians determined I needed a new tank, I called Prestige and talked to Adam. He talked to the technicians and got the info on what needed to be done. Then he asked to speak to me. Adam told me to pay them $95. And he would submit a claim to get approval for a new tank. Which could take up to 24 hours. When the technicians were ready to leave, they presented me with a bill for $154.50. I explained my contract limited me to only paying $100 max. They said to take it up with the warranty company. When I called Adam to see what to do about the overage, he said that he told me to only pay $95. I said I explained that to the technicians and they said to take it up with the warranty company and since they were a third-party vendor I paid their bill. Adam refused to offer any solution as to the overage. At one point he said it was like I gave them a tip. I told him that it would be a shame to go to small claims court over $54.50. Adam said he wasn't suggesting I sue the vendor to get my money. I corrected him and told him I was talking about suing Prestige for not honoring their contract. Adam said that he told me to pay them only $95 on a recorded line. I told him I said the warranty company told me I would only have to pay $100 max for a service call. And the technician told me to take it up with the warranty company. And that there were three people who heard that conversation. Later Adam and I reached a compromise. But I let him know this experience left a bad taste in my mouth.