Complain about a product or service

Nationwide Home Warranty

Home Warranties • National Home Protection Settles New York Suit • Home Warranties Not Always What They Seem • Think Twice Before Buying an Extended Warranty --- • More about Home Warranties

Frank of West Covina, CA January 6, 2010

1st complaint: One week prior to Thanksgiving holiday in in 2009, my oven in my home would not work and a few burners on my stove top were not working. Nationwide said both items were coverd, just pay the repairman the 50.00. A couple of days later a technician showed up and said my computer board in oven is not working, I'll contact G.E. to order the part and get approval from Nationwide. He said he would an additional 50.00 to repair my stove top and to begin work. I told him this was rediculous. He said he had two seperate orders. Nationwide had told me that everything would be covered under one order and one payment of 50.00. I told the repaifman to forget the stove top, i'm not paying any more money and to leave it alone. The repairman said he would call back tomorrow and let me know about the repair to my oven. He never returned my call.

I called him back a few days later. His office told me the part is longer availble, GE does not make it anymore and it cannot be found anywhere. I conatacted Nationwide to ask them to repalce my oven based under contract that if it can't be repaired it would be replaced. They told they had the right to settle and they would offer me only 100.00 settlement. I told them the offer was unacceptable. They said the authorization dept. made the decision and they could not do anything. I told them a replacement oven would not be affordable with help of 100.00. I spoke a supervisor and she could not help me. I asked to speak with the authorization dept. they said I could call them or speak to them, there is no number to call. They told me I could only Email the corporate office. Till this day I have not resovled this matter. A pass word was supposed to be Emailed to me and they never sent it. This company is a scam and a ripoff, and they do not live up to there expectations and are rude. I have never experienced this with other warranty companies.

2nd complaint: On December 26, 2009, I called Nationwide to have a plumber come as soon as possible to my home because of a big water break under my kitchen sink. I looked under my sink and saw one of the lines spraying water everywhere. A plumber showed and told my wife the faucet was not working and would need to be replaced. I asked my wife how did he determine that the faucet was not working. She said that he looked under the sink and did not use any tools to attempt to repair and just said that there was a block or corrosion in the faucet. I came home from work that evening and tested the faucet and it worked perfectly fine. My wife said, the repairman was going to report the problem to nationwide and he would call back with an answer.

He never called back, so I called the plumber and asked him what had happened. He said Oh! nationwide denied your claim. I told him, you know you mis-diagnosed my faucet and it works perfectly fine. You need to repair my line under sink. He said you need to take it with nationwide. I told him why dont you call nationwide and tell them you misdiagnosed the problem at my sink and to reopen the claim. He said no, and to told me to call somebody else to fix it. I told him if he man of honor he would help me. I told him we already gave you 50.00. so I called nationwide and explained to few reps and two supervisors about the misdiagnoses in my kithchen sink. Again, I was reffered to the corporate office with no address and no phone number, only Email. no password has been issued to me.

Youngmi of Las Vegas, NV January 5, 2010

The sales dept of this company called me and promised me some promotion so I thought that's a good deal and gave my credit card number to hold on the promo deal but when I got the contract through email, it was different so I didn't sign it and I called back and they were so unprofessional and rude so I decied not to go with them so I told them to cxl it out but they wouldn't cxl it unless I send a letter of cxl and will get charged for cxl fee even without the contract.

So I sent it anyway in 3 days but they wouldn't give me a cxl conf # or confirm email so I disputed the charge through my credit card company and they are still trying to fight with my credit card company that I haven't cxl the contract and will not give me the refund.

I just saw so many complains about this company and I can only imagine how they will treat me if I kept the business with them. I hope you guys can help me and I will looking forward to hear from you. Thank you so much for your hard work for who needs help. Thank you.

Frank of Aspermont, TX January 1, 2010

I purchased this home in June of 2007. My water heater was inspected by my home inspector, and pronounced operationally sound. On December 28th, 2009, I noted water on the floor and in the pan surrounding my water heater. I shut power to the water heater off at the circuit breaker, and began diagnosing the problem. I discovered water running down the side of the water heater, and pulled some of the outside paneling loose, to see where the leak had sprung from.

I then noted that there was a weld that appeared to have torn, due to age, on the side of the tank. There was no outward appearance of damage, and I had to go far beyond typical observation to discover the leak. I had to pry the outside cover, and the insulation, off the tank to see it. The water heater had a manufacture date of 1995, and presumably was installed sometime that year or the next. I was confident, that because I have been a homeowner for 15 years, and I routinely do much of my own maintenance around the house, INCLUDING flushing my water heater twice per year, that my home warranty with Nationwide would cover the replacement cost of the water heater.

My wife contacted Nationwide last evening, and the person taking the information insisted that we would receive a phone call or an email within “a few hours”. “A few hours” later, I called Nationwide, to let them know that I hadn’t received my call back, nor an email. There was no answer. This morning, I contacted Nationwide to check the status, only to find that the contract we had purchased (for the second year at 324.22) in June had never been “signed”…so nothing had been done on my claim. After spending 20 minutes or so, speaking to an exceptionally pleasant lady named Crystal, we finally got that issue settled. A short time later, I received an email stating that a plumber had been contacted, and I could call him to come and check the water heater out.

I called him, and spoke to him about the warranty, and he said he would come right over, but that he would require full payment after authorization from Nationwide, and that Nationwide would need to reimburse me, rather than him. I again contacted Nationwide to confirm such an arrangement was acceptable and was told that as long as we paid the 60 service call fee, that it would be acceptable.

Shortly thereafter, the plumber arrived, and confirmed that the side weld on the tank, did indeed tear open, and that routine maintenance could not have detected, nor prevented it, as the tank was expected to have a service life of around six years, and the fact that it was still working was a credit to my routine maintenance. I drain and flush my water heater every January, and every June. I installed a water softener and whole house water filter in a further attempt to prevent plumbing problems due to minerals in municipal water supplies. The plumber left, after speaking to Nationwide, and we were confident that my water heater would be replaced, and that Nationwide would at least pay part of the expected and reasonable 550.00 replacement and installation costs.

When I hadn’t heard anything within a few hours, I AGAIN contacted Nationwide, only to be told that I needed to provide “maintenance records”. At first, I found it laughable. Who actually keeps maintenance records on their water heater? Then I found out that the telephone representative was being serious. When I suggested that I could document my maintenance on the water heater, I was told that that would not be acceptable, as it must be performed by a professional. A professional WHAT, I asked. I was told that MANY people provide maintenance records showing that their water heater is actually flushed out by a plumber. Who actually contacts a plumber or contractor to actually perform routine, homeowner responsible maintenance? If my furnace were to break, would you need records showing that a professional came in and changed the air filters every 90 days? I maintain my own automobile, and simply write down the dates and mileages of my oil changes…even automobile dealerships and manufacturers accept my personal records. Though I never thought to document when I flush the radiator in my car, any more that I thought to document routine maintenance on my water heater.

Had I known that "maintenance records" were required, and that Nationwide would find excuses to refuse payment at every turn, I would simply have paid the man to bring the water heater TODAY instead of having to wait an additional 24 hours (AT LEAST) for Nationwide to make a decision.

So here are the brass tacks of this letter. My 15 year old water heater, which has performed admirably for two and one half times its expected service life, failed. Not something like simply stopped working, but actually burst a seam. I spent 324.22 last year and 324.22 this year, on a home warranty, that I haven’t used…ever. I spent 60, to satisfy my requirement with Nationwide’s policy on service calls. My water heater is broken. I have a house with five people living in it, who are unable to shower. I promise that one of three things will happen, and I present them from most favorable, to least favorable. One, Nationwide realizes they have made a most horrendous mistake, and pays the balance of the 550.00. Two, Nationwide simply refunds me my full contract price for the current year of 324.22 as they fail to live up to reasonable expectations. I’ll let you keep last year’s money, though very grudgingly…and I post my story and a copy of this letter and any replies to every single blog I spend any time at all visiting, as well as file a complaint to the BBB. Three, you refuse to meet either condition one or two, and I file complaints with every state attorney that I can send an email to, I complain to everyone that will listen. I post this letter and every reply you make to it everywhere, including posting it to the bulletin board at Wal-Mart, Sears, Home Depot, Lowe’s and any other place of business I frequent.

If you think that those are hollow issues, please note that I am disabled, spend every single day in front of my computer for hours and hours, and am an insomniac. Nationwide’s policies will be aired at HUNDREDS of blogs, with potential readerships in the hundreds of thousands…quite possibly millions. Yep, the big bad homr warranty company, and the disabled American Veteran…wonder how the public would view that.

There is also the quite distinct possibility that you could simply ignore this letter, in which case, I will have my attorney prove that hiring a contractor/plumber to perform routine maintenance on a water heater is not something the average person would do, and you are simply using it as a tactic to refuse paying. The ball is now in your court. I want your response and decision in writing before Thursday, and in the event you call, just in case someone actually DOES make outgoing phone calls from Nationwide (not in my experience), I will be recording the conversation (some states require both parties to be aware that the call is being recorded).

SHANNON of AUSTIN, TX December 30, 2009

I really wish I would have read all this before I started a contract with Nationwide Home Warranty. I have filed 2 claims with them. The first one was about 2 months ago and my experience was fantastic. My heater went out. I filed my claim on a Monday, a tech came out that same day and fixed the heater with no issues. I was pretty impressed until my 2nd claim that I made on Sunday Dec 20th for my garbage disposal. If you have read any complaints before this you know what I'm about to say. To make a long story short I had to make literally 15 phone calls just to get them to send me an email for a service repair shop. When they finally did, I called to make an appt. and they advised me that they dont' fix garbage disposals. Here I have already lost 2 days just trying to get a repair person. So I had to call again and again to finally get a new one that stated that they couldn't come out until Dec 31st. 11 DAYS AFTER MY CLAIM.

I called and talked to Shannon who claims herself to be a manager, but I have never in my life encountered someone in a customer service roll as rude or unprofessional as she was to me. She was screaming at me that I signed a contract and in that contract it stated that during holidays it could take more time. Technically DEC 22ND wasn't a holiday and my contract stated 4 days on weekends and holidays. If they are going to preach the contract, they should KNOW the contract. I was told the same thing as others about talking to a manager. Corporate had to be contacted through an email address which is ridiculous. I sent that email with no response until I threw in the BBB and the New York Attorney General's office.

Then I was responded with a form letter that states to call the main #. Luckily my contract with them ends at the end of March and I'm praying that nothing else in my home breaks. THIS COMPANY CAUSES NOTHING BUT HEADACHES AND IS GOING TO RIP YOU OFF TOO. DO NOT BUY THIS HOME WARRANTY. I will be going back to American Home Shield. They might take a few days to get someone out to your house, but at least they treated me with respect and I never had any issues with them not paying for claims or asking for proof of maintenance.

Denise of theresa, NY December 28, 2009

I bought a policy for my home in Oklahoma that I now have renters in. They called me and told me the ceiling fan in the kitchen went out. I called Nationwide on the 14th of December. They referred me to two different contractors and neither would call me back. Two weeks later, (after calling Nationwide daily) nobody ever came to look at my issue.

I called and called again to Nationwide, the Superisors were nothing but rude, and didn't seem to care what was going on. As of today, no electrician has been out to my house.

Phyllis of hudson, FL December 22, 2009

In Sept 2009 I called Nationwide Home Warranty to set up service for our A/C because it was freezing up..It cost 50.00 deductable and they added 2 lbs of Freon.,In Nov.the same thing happened, Nationwide sent out the repair service again, another 50.00 deductable, now Nationwide Home Warranty says I have to pay for a leak test which is 158.00, we agree to pay for the leak test and the repair service company said Nationwide will call us...Nationwide never called, I called John L at Nationwide and he said we needed to fax in all documents on any repairs on the A/C unit, I told him we had purchased the house 1 1/2 year ago and the only documents we had were the bills from the Nationwide claim since Sept, I faxed them over and called the same day, John L said the claim was pending and to call the next day..

I called asked to John and Nichole said the claim was denied because I did not have yearly service documentation from the previous owner who had died earlier in 2009 at the age of 93...I was very angry, if I had known I needed that info when I bought the house I would not have gone with Nationwide Home Warranty and they should ask those questions when customers apply for their warranty..I then e-mailed who Nichole said was at corporate Brian C, and got no response..We live paycheck to paycheck and can not afford to be wasting our money on a scam of a company..

Candice of Corpus Christi, TX December 1, 2009

Been without Heat for a week now, its 50 degrees down here in south texas so You know what that means to me ITS FREEZING. Nationwide sent over a drunk repair man to fix my heater all he wanted was the 50.00 deductible, he broke something that was not even needing service then he left and never came back. All he did was stink up my house like a brewery, break more stuff and then told them, I let a friend work on it so Nationwide denied my claim, they denied on false information now nobody will give me any answers. Just left in the cold and If I do get somebodyelse to come work on it then they will not ever work on it again..... Thats about right we oay our money and they just leave us in the dark or rather the cold !

Cathy of Riverside, CA November 27, 2009

I renewed my contract with them, prepaid and the co. has gone out of businss. Estimated I paid 420 for 14 months of coveage. If I renewed my contract, which I did I wouleget 3 months free. I lost 420

martha of west palm beach, FL November 24, 2009

We just recently bought a home warranty with nationwide. Our oven went out, I've been calling them for a week to try to get a contractor out here. After being put on hold for 20 minutes at a time and about 15 phone calls, I still don't have a contractor out here and it's 2 days before thanksgiving. I tried to cancel and they say the 3 day cancellation period is over.

This company is the biggest scam. They have no intention of fixing our oven or any other claims we may have. 500 stolen by this company. We the consumers, and there are alot of us that have been scammed by this company should file a class action suit against them. If you are looking to get a home warranty plan RUN from this company.

Frances of Calhoun, GA November 23, 2009

Nationwide Home Warranty is the biggest fraud out there. Why hasn't a class action law suit been hurtled full force in their direction? I've read again and again complaints that, not only are they impossible to contact (unless you're looking for a quote, in which case they answer the phone in record time to pitch some fast deals), but then they weasel out of ever paying. For nearly 4 MONTHS, I've been trying to contact them by phone, e-mail, and fax, concerning an emergency plumbing situation I had to have fixed on a Sunday night. One customer service rep that I FINALLY got on the phone (after weeks) simple told me they hadn't received any of the e-mails or faxes. I told her no more money from me for my contact, at which point she droned on from a script about fulfilling my legal obligations under a contract -- never mind that Nationwide certainly wasn't holding up their end of the bargain.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Follow us on Twitter.

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2010 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.