As a representative of Platinum Electric, it’s unfortunate that Mrs Linda feels this way about the service rendered by Platinum Electric through Choice Home Warranty. For the most part, this was a Choice Home warranty service call. Therefore, according to the customers policy with Choice Home Warranty the customer was responsible for paying an upfront service diagnostic fee. The Electrician went above and beyond his ability to provide outstanding service for this customer. The Electrician also completed some free work for the customer and paid for parts out of his pocket.According to the customers Choice Home Warranty policy the repair in question wasn’t covered under her policy. The contractor always first inspect the failed product, then secondly contact Choice Home Warranty for approval to make necessary repairs. Moreover, the service contractor who is contracted through Choice Home Warranty isn’t responsible to repair denied claims. At this point, the customer is responsible to pay for the repair of the failed product or they must contact Choice Home Warranty to dispute the claim.Furthermore, the indiscretion is between Choice Home Warranty and the customer not the contractor. The service diagnostic fee is a negotiated service charge between Choice Home Warranty and their customers. This fee is non refundable and collected each time a service contractor visits a customers home for potential repair of a failed product . This fee is required even if Choice Home Warranty denies or pays for the claim. The customer is aware of this fee because the Choice Home Warranty representative discusses the terms of their policy and fees the customers is responsible for before signing their contact yearly.
