Reviews

Review Details

• Review fromVicki A

  Date: 07/17/2023

  1 star
  Do not choose this company. They have terrible customer service. If you need to contact them by phone you will have long wait times. They will do everything they can to get out of helping you. The contractors they assign take at least 30 days to show upif they show up at all. I currently have 3 open service requests that are at least 6 months old. My AC went out on a weekend (not during 2-10,s business hours). I was lucky enough to get a company out here to replace it (I live in ******* - it is miserably hot down here right now). Of course they are denying the claim because I did not have prior authorization

• Review fromCurtis S

  Date: 07/14/2023

  1 star
  On July 2, we use the online portal to state that their was an issue with air conditioning. (This is the fourth time that they came out for similar issues.) *********** sends out a contractor who states that something is wrong with the compressor. After his visit, we are sent an email providing the choice to either have the contractor complete the work or a pay out. We chose to have the contractor complete the job. Later, I hear from the contractor that he is not coming out and that I had chose the payout method. I was confused so I call **** warranty. Instead of calling me to let me know that I did not have all the money in my plan to complete the job, they went with the payout option and only contacted the contractor. Later I called to have more clarity on the matter. I wanted to know why the email that they sent me would give me the option for repairs if it was not an option and also why I was not called. I then began to ask questions about the compressor. The compressor had been replaced on one of the first calls in August and then in February. Also the compressor used was a refurbished device. I asked the representative about why they would not just buy a brand new compressor. Initially she told me that they do not used refurbished items, but upon having me on hold, she came back to tell me that they used it and its permissible in my contract. I also asked another representative about the warranties on the compressors. My thinking is that the warranty on the February compressor should allow us to replace one now since warranties usually hold a year. This representative said that this device did not get a ********************** since it was in place of the August compressor which did have a year warranty And now today, I called and the representative does not know anything about warranties at all and states there is nothing she can do. There was a great amount of inconsistency among the claim representatives, vendors, and the warranty contract.

• Review fromElissa T

  Date: 07/14/2023

  1 star
  I could not give 0 starts so I gave one. Our builder signed us up for this warranty company - wish we would have read the reviews before. Our a/c went out the first week we moved in to out new build and we called the a/c tech under the warranty. Our builder put in a service request at our real estate agents request because he failed to read that the owners can not put in a request through ****'s site on a new build warranty. The builder's ac tech did not arrive for another week then after he finally showed he claimed the compressor was broken then said it would be a few days until he could get a part. A whole week later after dodging my calls and texts and lying about when he ordered the parts (we discovered he was on a cruise and that is why he did not answer his phone or order the part in time), he replaced the compressor only for it to break that night. We called him and he said it would be another week for him to come back and look at it. At this point we called **** to change the a/c provider but they said only the builder could. We pleaded with the builder and said it was not acceptable to be without a/c for 3 weeks in our brand new home (mind you we also have a newborn and the weather it 100+ degrees) - he refused to change the a/c company through the warranty. We hired someone else because we could not wait another week - the a/c tech we hired said the ac system was installed completely incorrectly (wrong part sizes/no freon added) and that was the worst job he has ever seen in his 10 years as a tech. We also discovered the builder's a/c tech was unlicensed. We presented all this information to the warranty company to get a refund and their only response was that the builder refused reimbursement. What is the point of a home warranty if you give them valid evidence of illegal and negligent work and all they do is regret to inform you that you have no rights through them? NEVER USE **** - THEY ONLY CARE ABOUT THE BUILDER'S RIGHTS.

• Review fromTate G

  Date: 07/14/2023

  1 star
  This company is one of the worst businesses I have ever dealt with. I have tirelessly called over and over for a week and I have gotten 2 visits from a contractor that state the obvious, the ** is out. They build the claims so that it goes through several steps and prolongs the process. The contractor has told me they have to order the part. This tells me they are doing this to a. Save money and b. Prolong the process. My wife is 30 weeks pregnant and it is 90+ outside everyday with no **. This is a health safety issue and this company should be put on blast for this. I plan on going to every media outlet possible to broadcast what they are doing to us.

• Review fromTommy E

  Date: 07/12/2023

  1 star
  I am a 67 yo male on a fixed income that has maintained the best policy that **** has since ****. My first major thing (AC) went out last wednesday. I live in ** and this is the hottest part of the year and I have COPD. Im these years I have paid this company approximately ****** dollars. I still have not received any contact from this fly by night company other than what I have instigated to complain. What recourse do I have against such a illegitimate company than to *** them? This is absolutely rediculous. All they do is try and give excuses to put the blame on someone else!

• Review fromBarbara W

  Date: 07/10/2023

  1 star
  I am very concerned about the warranty services being provided for my dryer, or when something breaks down. The on-line portal is misleading; I have called numerous times to discuss my issues using the telephone numbers provided on-line, and requested to speak with higher management for escalation of my complaint, to no avail. With the extended wait times holding on the phone, and the non-direct call back telephone numbers, coupled with the **** policy being quoted by the customer service representative on what they can/cannot do is unacceptable. My dryer has stopped drying several times, and has been repaired for not drying issues since 2021. It has been less than one year, and it is on the blink again. Their call-in number also references a buy-out, and does not state anything about getting another paid co-pay diagnosis (which was stated by the customer service rep). This is misleading. The company can easily check their files, and see the recurring dryer problems. With the extended wait times on the telephone, and the non-direct call back telephone numbers, a lot of time is wasted. I have also had issues with some of the assigned contractors, and requested reassignment of vendor, without success. To date, **** HBW has not been very helpful. How many co-pays of $75.00 does one has to pay before buy-out eligibility?

• Review fromMichele H

  Date: 07/10/2023

  1 star
  They don't answer the phone for anything. I have this so called coverage through a real estate transaction. This is a sham and should be illegal!

• Review fromNichole N

  Date: 07/10/2023

  1 star
  I submitted a claim on July 5th because electrical went out on one side of the house. It is now July 10th. I can see my submitted claim online but NO response from the company. NO service tech assigned. NOTHING. Even if I submitted the claim incorrectly - I should receive some type of response. I can only assume it's entered correctly because I can see it on the account when I log in. It is completely unacceptable to pay for a service on time every month but receive zero response to a service request in 5 days. My son is without power to his room, my security camera is out and my laundry room has no light because of your subpar customer service.

• Review fromDavid P

  Date: 06/30/2023

  1 star
  Ive worked with 3 Home Warranty companies in my over 20 years of owning homes. American Home-shield, First ******** and ****. By far **** lacks in several areas. We filed a claim 6/26/2023 for a leak (Plumbing). We were contacted the following day by the Contractor. He stated they were unable to come to my home for an week. No fault of his that they were busy. I contacted **** and requested another contractor. I was told the request was already sent and they cant send another. (LIE). I would have to go Out of Network for something sooner. We then found out it was the ** unit in the house leaking. We called another claim in and cancelled the plumbing claim. None of the HV** contractors said the could come anytime soon. One stated that he doesnt come after work or on weekends. We notified **** who did not offer any solutions but marked us down for Out of Network. It was determined that the unit needed to be replaced and when we notified **** they allowed for $1800. To add salt to the wound the representative for **** was rude to my wife and told her put Gel in the ** unit, which was overheard by the HV** contractor on site. He said it would cause even more problems and would void warranties. At no time were able to speak with Supervisor or manager. The website doesnt offer any way to contact any one at the company. The website loops you back to a sign on screen when you attempt to Escalate a service claim. They have no emails, service issue numbers or any way to talk to anyone outside of the claim call number. Now that it is after 6PM central time Friday they are closed until Monday. This company only offers services with a person from Monday - Friday until 6PM. Their contractors are not of the highest quality or have limited availability or limited contractors. The representatives are extremely limited and are challenged easily when faced with a problem. Incompetent at best. I would not recommend this company to any one. Prices are the same better companies.

• Review fromJulie W

  Date: 06/29/2023

  1 star
  So disappointed. 5 weeks without repair of refrigerator! Replacement promise does not exist. Very misleading. Some good customer service but commitments not honored over and over.