Colorado Home Warranty offers quick, 24/7 repair service

Interviewer: Today were talking with Kristy Cook, service manager for Colorado Home Warranty. Kristy, welcome to the show.

Kristy Cook: Thank you for having me.

Interviewer: So were talking about home warranties, and I will actually do full disclosure here and use my own story. I come home, my heats out, I dont have a home warranty, I cant get my furnace to turn on. If I did have a Colorado Home Warranty, though, what would happen?

Kristy Cook: The home owner will place the service call, we would then in turn discuss the service issue, place the work order...

Interviewer: Okay.

Kristy Cook: ...write it up, and tell the home owner to go ahead and expect a call from one of our licensed contractors, and they would in turn call the home owner back within an hour, and make the call to come service their item, and then we would advise them theres a $55 co-pay.

Interviewer: Okay.

Kristy Cook: They would go out there and make the call, then we would follow up the next day to make sure that the...

Interviewer: Repairs have been done.

Kristy Cook: Yes, exactly.

Interviewer: Yeah, all right, and the best part about that, though, in that situation, is the only money out of the persons pocket is the $55 co-pay, so the fan had to be replaced and the furnace, the circuit board, wherever it may be. I came up from downstairs and say, "I think there is something wrong with the circuit board." My wife says to me, "How much is that going to be?" I say, "Probably 350 bucks." But if I had a warranty, my out-of-pocket would have been 55, right?

Kristy Cook: Correct.

Interviewer: So do you ever deny a service request?

Kristy Cook: We only deny service requests if its not part of the warranty or it couldnt be warranteed.

Interviewer: Its not covered item.

Kristy Cook: Yes, exactly. For example, say the washing machine goes out and they dont have the covered switches and optional coverage they could purchase but say they didnt have it...

Interviewer: Yeah.

Kristy Cook: Then we would deny it at that point.

Interviewer: Okay. So like an air conditioner, I know some policies dont cover air conditioning, is that right?

Kristy Cook: Yeah, thats correct.

Interviewer: Okay, so that might be one thats excluded. Somebody calls in, says my air conditioners out, its not part of the policy.

Kristy Cook: Right, the standard policy. However, we do offer it as an optional coverage.

Interviewer: Oh you do?

Kristy Cook: Coverage, yeah.

Interviewer: Oh good. All right, so what happens--I understand service issues during normal hours, although I should tell you, I called to see if I could get my furnace repaired and they were like, in no hurry to help me. Theyre like, ah, maybe we could get out there today, maybe we could get out there tomorrow, and Im like listen, I got babies. This house cannot be freezing tonight. So I understand what happens during normal business hours, but also after hours, how fast can we get somebody out there?

Kristy Cook: Well, what we have is a 24/7 service line where people call in. They would leave a message and one of our personnel people would get back with them within an hour.

Interviewer: Okay.

Kristy Cook: They would then tell them that service would be--a contractor would be called, and you know, be dispatched to them within four hours, so they would hear back within four hours as to when the contractor would be there.

Interviewer: Okay, so many times its same-day service?

Kristy Cook: Yeah.

Interviewer: You know, if its 2 oclock in the morning...

Kristy Cook: If its an emergency, yeah.

Interviewer: ...or if its 12 noon.

Kristy Cook: Yeah, absolutely.

Interviewer: Thats what I needed. Last but not least, how do you differ from other home warranty companies?

Kristy Cook: Well, were the only home warranty company that offers the quickest turnaround time, as far as call backs and service. Some of the other competitors out there have up to 48 hours before they will contact a customer, so we definitely have, you know, a quicker service time.

Interviewer: Well, Ive heard that about your company. Thats what I like about it. Thanks so much for being with us.

Kristy Cook: Thank you.

Interviewer: I appreciate the information.

Kristy Cook: Thank you for having me.

Posted on January 28, 2010 15:10:26 by Blog Author