Safety Harbor couple’s home warranty check delayed more than 5 months

TAMPA, Fla. (WFLA) — A Safety Harbor couple is getting results after they called Better Call Behnken for help.

Robert Morrison and his wife have a Sears Protect Home Warranty Plan.

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When their water softener failed, a technician said there were no parts available to fix it and for them to replace it, which they did, and the company agreed to reimburse them.

That was five months ago, and the check never arrived, so they called Better Call Behnken for help.

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"I've got a case number," Morrison said. "I got a sequence number evidently for them to cut the check, and they said they'll be mailing the check soon. I wait again and call. I get the same answer. Give it 21 days. I wait three weeks. Give it 21 days, I call back, give it 21 days."

Consumer Investigator Shannon Behnken reached out to Transformco, which administers the warranty, and received an email explaining a series of issues that led to this problem.

A manager wrote: "I'll see if we can overnight him a check or possibly issue a refund back to a Visa or Mastercard debit card."

One business day later, Morrison called with good news: the $541 check arrived.

"I appreciate what you did. More people should get you involved," he said. "When you hit a wall, you've gotta get help."