Reviews

Review Details

• Review fromCyrus A

  Date: 07/20/2022

  1 star
  Our AC quit on 7/9/2022 - during a 95+ degree heatwave in ******. I filed an online service request and a service technician was dispatched on 7/11/2022. The technician was great, he quickly diagnosed the problem and submitted his report to ****. Here is where the problem starts. I called **** the next day (was on hold for 2 hours) to confirm they received the diagnosis and understand the next steps. The *** I spoke with was NOT helpful at all. She told me they are missing information from the technician and that if I wanted she could email him requesting the information she claimed to be missing. Wow...that's helpful. I called the technician myself and he sent me the screenshots showing he completed the diagnostic form in their contractor portal. I called back the next day and I was answered by a *** that was actually quite helpful. I explained the situation and he placed me a on a brie hold while he called the contractor relations department. He told me that somehow the workflow got sent to the wrong person and that he had re-routed it to the correct team and that it should be moving along shortly. The next day that same *** called me to let me know the work order was in process (this was on 7/14/2022). Then nothing...no updates to the status on the portal, no calls from the *** team, nothing. I called back on 7/18/2022 to find out what was going on (again on hold for 2 hours). The *** I had this time again seemed friendly and helpful. He said the work order was approved on their end at 9:00 that morning and that I should be hearing from the service technician no later than 9:00AM on 7/19/2022 to scheduled a time for the repair to take place. I spoke with the service technician that evening and he said he had heard nothing from ****. I waited until about noon the next day and again, nothing. I called **** (on hold again for 2 hours) and when my call was answered I was told that my work order was still under review because it exceeded a certain dollar value.

• Review fromBarbara B

  Date: 07/20/2022

  1 star
  I have tried reaching the claims authorization and also the main customer service # for a week calling every day several times a day I was put on hold each time and waited over an hour on hold before hanging up. I am beyond frustrated! I am trying to get authorization for a heat /air conditioning pack. I have receipts for an estimate from a company in our area and even though I have not been able to talk to a live person for authorization I uploaded the receipts to the homeowners portal. As like every morning I tried calling again and this time the recording said it would transfer me to the management team and instead the automated system hung up on me!!! Have we all wasted our hard earned dollars on this company?Very very frustrating!

• Review from Vicky Horswood

  Date: 07/18/2022

  1 star
  This company still has not approved a covered repairs stated in my contact and verified by their consumer service ******** has been 2 weeks. They do not have a contractor in area as of now to make repair. They will not pay for an outside contractor to make the repair. I have already spent ****** for a band aid fix. A part needs to be replaced and **** still has not ordered or approved the covered repair. I would NOT purchase a home warranty with **** warranty. Poor customer service and very poor communication service. I will be contacting realtors in the area and telling them of my experience. DO NOT PURCHASE FROM THIS COMPANY.

• Review fromMorgan M.

  Date: 07/17/2022

  1 star
  This home warranty company is absolute trash and what they claim to "cover" isn't covered at all. Our A/C went out on 7/13 and their contractor wasn't going to be able to get out to see it until 7/25. they told us we could go through an out of network contractor, but we will have to get any work pre-authorized. We had another company come out and look at the A/C and they found a part that needs to be repaired, and one part that will likely fail a couple months from now. They recommended changing out both parts. The part that had actually failed was an estimated $1,625 to replace that day (7/15). We called the warranty company to get pre-authorized and they said the market value of that part is only $200, so if we go through that outside contractor they will only reimburse us $200!!! out of $1,625!! They also said they won't replace the other part because it isn't failing yet. So basically we will have to call them again in a few months when that part fails. The girl on the phone specifically told us that even if a compressor fails, they would repair it and wouldn't replace the unit unless it was basically on fire. So the $3,000 replacement fee promised in our agreement is absolutely worthless and a false ************** you will literally never see unless the unit is on fire. Our only other option was to bring the service back in network and their provider isn't available until the following TUESDAY (7/19). We said "will they at least bring the part and make the repairs on tuesday since we already have a diagnosis?" They said nope! They will be sending us someone to do a diagnosis, which we already received and then we will probably have to wait another 1-2 days for them to order and install the part needed. so we are going on a WEEK, most likely MORE, without A/C while living in 100 degree weather in *******. When we asked if they would pay for our lodging in the meantime they said "no we don't do that." HOMEOWNERS- do not fall for this scam of a company.

• Review fromMichelle E

  Date: 07/15/2022

  1 star
  My air conditioner went out during 100+ degree ******* heat wave. 2 10 left my claim in the procurement department for several days despite 2 escalations before finally approving the part. We were without air for 3 weeks waiting for them. After 3 weeks they called to say the company no longer had the parts in the warehouse and we would now have to wait **** more business days for the part or they could send us a check for $1000 to go toward a whole new system, but they would not pay for the system if we chose that option. When I asked why it took 3 weeks to even notify us of the part delay they said their contract does not guarantee timely service even during extreme heat conditions.

• Review fromSarah B

  Date: 07/15/2022

  1 star
  What a horrible experience. I placed a claim for **** repair. The company assigned did not respond for four days. They came out of day five. I could not contact them or get a call back for more than a week. I called **** for resolution. A new company was assigned. New company comes out and make same diagnosis. Claim is denied. I call **** again. I wait 1.5 hours on hold. Then Im told that because company one has the motor, that I should go through them. Company #1 comes back out (different guy) and makes same diagnosis for third time. I cal **** because again there is delay. Company #1 has no approval for the work. No real answers. And then more than a week later I get a call that I have reached my Max ******** for the policy. FIVE WEEKS into the process. I speak with a supervisor who listens and agrees that this is ridiculous. She promises to authorize the **** unit repair. Now 8 days later, I wait 1 hour and ****************************************************************************** back. THIS IS THE WORST CUSTOMER SERVICE.

• Review fromAnthony F

  Date: 07/13/2022

  1 star
  Do not use. Contractors beware. They are ridiculous. All other warranty companies allow you to do repairs with your business license. They do not respond or tell you anything. Just simply blow you off and waste your time. Would say they discriminate but that is not allowed to be said.

• Review fromBridget B

  Date: 07/12/2022

  1 star
  Worst service ever! Paid $250 "investigation fee" only to be denied for foundation issues with my home. There is a clear crack in the foundation that can be felt through the floor. I'm now stuck with a $15k **** because they refuse to honor the warranty I paid for.