Allied Home Warranty

We closed on our new home June 2, 2009 and started moving in shortly after that. Our inspection was completed during the 7 days following placing our bid in for the home. The inspector who was recommended to us by RE/MAX Galleria stated on our inspection report, "All 3 air conditioning units were in working condition." Once we moved in, we noticed that one of our units was not working properly. Our seller bought the Allied Home Warranty to protect us, so we called them right away to get a technician out to check on it. The technician stated that it was a pre-existing condition. If it were a pre-existing condition, it would not have worked when the inspection was performed, but it did work then.

The seller also purchased an upgraded "no fault coverage" which states: "There is no denial of coverage (No Fault coverage) for: (a) malfunctions that existed on the effective date of the contract if, at that time, the malfunction was unknown and would not have been detectable by visual inspection or a simple mechanical test, (b) malfunctions caused by a lack of maintenance, (c) malfunctions caused by improperly installed equipment and (d) malfunctions caused by mismatched sized systems. Undersized or poorly designed systems relative to the square footage are not covered by the no fault coverage."

The AC unit was working at the time we did the inspection on the home and up until June 10th. We closed on the home on June 3rd. The AC unit was working on the effective date of the warranty. My husband emailed Allied exactly what they asked for (an addendum to the inspection report stating individually that each AC unit was in working condition at the time of the inspection). My husband emailed Allied several times and called with no return phone calls. I also had to stay on top of the situation daily because we rarely got a call back when they said they would do so. Allied Home Warranty continues to say they will not cover this issue and they were extremely rude with my husband and me.

I have been in customer service for 10-plus years and I would never treat a customer the way they have treated us. This is not what I consider to be good customer service in any way. I'm not sure why Allied was rude to my husband because he maintained an upbeat and friendly attitude every time he spoke to them on the phone and through email. Thank you for your help and I hope this gives you a good idea of what has happened over the last month. This situation has not been resolved.

I called to file a claim the week before the hurricane (Ike - Sept 12th or 13th). I was told that someone would be to my house the next week. No one ever called me back. I called again the week after the hurricane and was told that the company who would handle our claim may have had damage and may not be available yet. I waited another week and called again and was told that someone should have called me by now....they did not. I called again the following week and gave the model number and serial number and was told that the part had to be ordered, it would be in within 10-14 days.

I had not heard back (again) so I called on Monday October 13 (now a full month after the hurricane) and was told that we may not cover this item (after I had been told it was ordered and I was just waiting for it to come in).

The problem with the stove is that while we were cooking on the front left eye we heard a popping noise and looked at it and saw that the front left corner had cracked off! We are new home buyers and our policy says no fault so I am incensed that Allied Home Warranty says that they will not cover the crack. I still have not had any satisfaction and am unable to use the front left eye on my stove.