Home warranty company reverses decision and issues a check - KXXV-TV News Channel 25 - Central Texas News and Weather for Waco, Temple, Killeen |

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Home warranty company reverses decision and issues a check

Mario Perfetti said he received a check to resolve his claim over a broken microwave. (Source: 3TV) Mario Perfetti said he received a check to resolve his claim over a broken microwave. (Source: 3TV)
The Gilbert homeowner says he is thrilled that Total Protect Home Warranty not only returned his deductible, which they didn’t have to do, but they also gave him money to replace his broken microwave for a total of $441. (Source: 3TV) The Gilbert homeowner says he is thrilled that Total Protect Home Warranty not only returned his deductible, which they didn’t have to do, but they also gave him money to replace his broken microwave for a total of $441. (Source: 3TV)
Perfetti already has his new microwave installed and ready to go. (Source: 3TV) Perfetti already has his new microwave installed and ready to go. (Source: 3TV)
Perfetti says it would never have happened if 3 On Your Side didn't get involved. (Source: 3TV) Perfetti says it would never have happened if 3 On Your Side didn't get involved. (Source: 3TV)
(3 ON YOUR SIDE) -

Things sure have turned around for Mario Perfetti.

"Yeah! Really nice. I'm really happy with the way it turned out,” Perfetti told 3 On Your Side.

In a previous 3 On Your Side report, Perfetti told us how he and his son put a bag of popcorn into their microwave oven and pressed the popcorn button. But, seconds later, they say the bag erupted into flames.

[READ MORE: Home warranty company denies claim; homeowner frustrated]

“That's crazy,” 3 On Your Side’s Gary Harper told Perfetti.

“It is,” Perfetti replied. “It really is.”

According to Perfetti, the fire caused the microwave to not work anymore.

So, he submitted a claim to Total Protect, a home warranty company that pays to repair or replace broken items.

Perfetti says he's been paying $38 a month for the warranty and he was a little surprised when Total Protect denied his claim.

“That really ticked me off. I'm like, 'Is this the way they work?'" Perfetti pondered.

So, 3 On Your Side got involved and we asked Total Protect Home Warranty to look into Perfetti’s case again to make sure they made the right decision.

Total Protect did, and you know what? They changed their mind. Total Protect mailed Perfetti a check for $441 to replace his microwave.

“They apologized to me after the second review that they had and we got it all solved thanks to Channel 3 news,” Perfetti said.

The Gilbert homeowner says he is thrilled that Total Protect Home Warranty not only returned his deductible, which they didn’t have to do, but they also gave him money to replace his broken microwave for a total of $441.

In fact, Perfetti already has his new microwave installed and ready to go.

Perfetti says it would never have happened if 3 On Your Side didn't get involved.

"Gary Harper did a really nice job and stayed on top of everything,” Perfetti said. “He called me and called them you know? And, finally, we got the check."

3 On Your Side would like to thank Total Protect Home Warranty for looking into the issue at our request. We certainly appreciate the way they resolved the issue too.

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Copyright 2017 KPHO/KTVK (KPHO Broadcasting Corporation). All rights reserved.


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Gary HarperGary Harper is the senior consumer and investigative reporter for 3 On Your Side at KTVK-TV.

Click to learn more about Gary.

Gary Harper
3 On Your Side

With more than 20 years of television experience, Gary has established himself as a leader in the industry when it comes to assisting viewers and resolving their consumer-related issues. His passion and enthusiasm have helped him earn an Emmy for Best Consumer Reporter from the National Academy of Television Arts and Sciences. He’s also garnered several Emmy nominations

He has negotiated resolutions with companies of all sizes, including some of the biggest corporations in the nation.

Gary has successfully recouped more than $1 million for viewers around the state, making 3 On Your Side one of the most popular segments on KTVK and the station's Web site.

He's best known for investigating and confronting unscrupulous contractors. In fact, many of his news reports have led to police investigations and jail time for those who were caught. Viewers, as well as the companies and people he investigates, regard him as consistently being thorough and fair.

Gary has been with KTVK-TV since 1997. Prior to his arrival in Phoenix, he worked for WZZM-TV in Grand Rapids, Michigan, where he was as an anchor and reporter.

Gary is from Chicago, but launched his television career in Lubbock, Texas, after earning a broadcast journalism degree from Texas Tech University. Following his graduation, he was quickly hired by KLBK-TV in Lubbock, where he enterprised and broke numerous exclusive reports. His aggressive reporting in Texas helped garner him Best Reporter by the Associated Press.

Gary has been married since 1994 and is the proud father of two sons. When he's not helping viewers, Gary is busy catching up on his favorite college and professional football teams as well as cheering on his beloved Texas Tech Red Raiders.

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