Action News Jax Investigates: “My hands were ice”, Jacksonville grandmother says home warranty left her in the cold

JACKSONVILLE, Fla. — Jackie Cruse and her three-year-old grandson live in North Jacksonville.

Jackie has lived there for about ten years, but just this past September, she purchased a home warranty to protect her purchases.

She told Action News Jax’s Robert Grant, the company hasn’t covered her expectations.

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Cruse said just after the new year, her central heat and AC went out.

A timeline of events, according to Cruse, shows she’s been without heat for about three weeks.

  • January 9th: Cruse files claim
  • January 11th: Technician comes out
  • January 13th: Part ordered

As of February 4th, Cruse said she’s still without heat and hasn’t heard anything from the vendor.

“I get in bed, I have my blankets — I purchased a heater and I just purchased a second one,” she said.

“I got mad because my hands were like ice. I was changing him and I kept apologizing — ‘my hands are so cold’.”

Action News Jax investigated the matter.

We called Home Choice Warranty, which is based in New Jersey, and they connected Investigator Robert Grant with the Florida-based service provider.

A representative said over the phone that a technician would call back.

As of Thursday evening, no one has called back.

Action News Jax Law & Safety Expert Dale Carson said he was not surprised when looking through Cruse’s policy.

Many contracts are full of exclusions, he said.

“Putting your name at the bottom of it agreeing to the terms and conditions of the contract — you’re the one now responsible.”

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Cruse paid $40 a month, and another $65 service fee, which Carson said would be difficult to get back.

In these situations, he recommends hiring a local, licensed technician yourself.

The Florida Department of Business and Professional Regulation is responsible for licensing techs, and homeowners can ask for a license when hiring.