Home Warranty of America Reviews

Case 1: I have two air conditioning units one for second floor where bed rooms are and one on first floor where guest room, living rooms and kitchen. Air conditioner on first floor broke. My Air conditioner broker middle of July when temperatures were above 90. Concern 1) Case was not treated as urgent as I was having two units - here company is making assumption I have to eat in my bedrooms and I have to call my guest to tell them that my home is not having air conditioning unit for them. Concern 2) It's two 3 iterations for technician to find out what is wrong. SLA between technician and HWA home warranty is 24 hours - lost 3 days any ways. Concern 3) When technician found out problem, I left country leaving my guests at home. No one came home to fix issues in "assumption" that no one is at home.

Case 2: Broke my washing machine - raised issued through online website. Concern 1) Company assigned me technician who does not work in washing machines. Lost 1 day. Concern 2) Assigned another company - technician promised me to call me 30 min prior to coming home. Technician called me when he is outside my home. My wife went to pickup my kid which is 10 blocks from home. This happened on Friday. Technician informed me that - he is doing his best because - HWA customers get appointment after 1 week - really??? Now the next available time this vendor is saying is - Monday - so to speak I have to wash whole families clothes of 1 week. Concern 3) I tried contacting customer service multiple times - one of the service representative disconnected phone call (I assume). Because in ideal world she should have called me. Customer representatives always talk about "there" issues and customer issues. All the best - as I have paid money for one year - I am trying my patience and trying to become Buddha.

I was right away told that the compressor had a leak and needed to be replaced. I got on the phone with HWA supervisor AGAIN and asked them to either fix the issue or replace the unit and I was very rudely told that the AC is working and they will NOT do anything else. The same issue has been going on for 3 years now and every year they came after multiple calls, added Freon but refused to even acknowledge there was an issue. This company is Horrible and full of crooks. I would join the class action suit against this company in a heartbeat as I have documented everything. DO NOT DO BUSINESS WITH THIS COMPANY. You will waste your money!!! They wouldn't even let me cancel my account with them and asked me to send something in writing to make things difficult. Probably the worst company to do business with.

We had already had another HVAC person in about 3 weeks prior, and he replaced the fan and one other part. After we realized the AC wasn't working, my husband discovered that the coolant had leaked out of the system and flooded a good portion of the basement, including a finished area with carpeting. So, we finally get HWA to send out their guy, and he was running so late, I had to leave the house unlocked for him to get in while I had to take someone to the airport. He left his report which stated those things that were wrong and his recommendation that the HVAC system be replaced.

Home Warranty insisted that he come back again and do a smoke test or something to confirm the leak, which he did. Now, they are insisting that they send another HVAC person out, as they feel this is a pre-existing condition, despite the fact that our contract covers pre-existing conditions. Also, the A/C was working fine when we started using it in May, so it is not a condition that existed prior to our occupying the home in November. I called HWA and told all of this to a customer service rep, and her response was, "I'm sorry, there's nothing I can do". I asked for a Supervisor or Manager and was placed on hold for quite some time.

Then, I got a voice mail message telling me that my call would be returned within 24 hours. I left a message stating that I wanted a call-back within the hour or I was filing a complaint with the State Attorney General's office in Illinois (they are incorporated there) and all over the internet. For those of you who do not know, the State Attorney General's office is responsible for oversight of business practices of those companies that are incorporated in their state. I am also filing with the State Attorney General in my own state. For people to have to beg for services that this company promises to provide is a disgrace. Does anyone know if there is a Class Action Lawsuit against them or has anyone successfully sued them?

How can they continue to get away with what they do when so many people have the same complaints? PLEASE what can we, together, do to get HWA pay what is rightly due to their customers? I have paid them good money for seven years and now that it's time for them to replace my AC unit they are refusing. I even tried to get through to the office of the President and when I received a return call it was from guess who, Melissa the black hole. Please contact me at **.

We requested to have a supervisor call us. We did not receive that call for over ten days and were told on three separate occasions that they had no records of our claim, no notes on our account and basically started the process all over again from scratch. Fortunately we were able to cancel this contract and get a full refund which we will use to hire qualified local technician. This company is incompetent, lies, and does everything possible to delay and not respond to customer requests. If you are purchasing a home and are offered this warranty product - do yourself a favor and say you will take the premium payment as cash instead and hire a qualified serviceman when you need one.

As of last night, we discovered the water apparently ran under the kitchen sink and cabinet and into the living room, causing water damage and warping to the hardwood floors. We called HWA, and they are quick to disclose the contract stating they are not liable for secondary damage. This is not secondary, imo. This is damage caused by bad service. Now, we have to deal with the service company directly.

In conclusion, as a customer of HWA, you have no protection if they send out an unqualified repairman who causes more damage to your home than the cost of the repair or appliance combined. In addition, I fear we will now have to pursue some sort of legal action to recoup the costs to repair the damage. We will be canceling our policy as we have filed 4 or so claims in two years and every time, it's a time and resource-consuming "event." Like many others, we ignored these complaints figuring these were just exceptions and had to find out the hard way that HWA is not a source for feeling of security or protection from avoiding huge costs as they want you to believe.

I asked them why they would send a tech for a 2nd opinion knowing that they were going to deny the claim based on what I supposedly said. They could not give me an answer. Long story short, I emailed them today to cancel the policy. I paid $575.00 on 3/27/13; less than 2 months later, I am only getting $354.00 back. Expensive lesson. Do not do business with this company. They will lie and cheat so they will not have to pay your claim. Do not make the same mistake I did.

Not wanting to go out without a bang... six months later, we attempted our 2nd claim. Our ductwork had become disconnected from our air conditioner/heating unit. We were told that the ductwork was covered as long as it was within the foundation of our home. I responded that it was indeed as such. She asked where the AC/heater was located, and (you guessed it) when I told her it was located on the outside of our home, she said that we weren't covered for the 2 inches that actually connect to the friggin’ unit that supplies the dadgum air that the ducts are there for in the first place. My 3rd claim won't be covered either - the gasket that I blew on Saturday when my head exploded.

Each and every time I call HWA, I get poor customer service with lack of compassion for the issue and no apparent urgency shown to resolve my issues. I am canceling this contract and going back to American Home Shield. This is the worst company I have ever dealt with having complete morons for service and ignorant supervisors. Save your dollars and go elsewhere.

Now I am waiting for the warranty company to contact me with their decision as my laundry is piling up. I have been unable to use my machine for over a month now. I have gone to the laundromat once and ended up spending $80. I refuse to make this a recurring expense until my machine is fixed by the warranty company that we have paid to provide repair service in the event our appliances need to be repaired!

I paid for the OrangPlus plan which reads, "Unknown pre-existing conditions and unknown improperly matched and/or installed systems defined as follows: HWA will repair or replace a covered system or appliance that fails or identified due to an associated failure that was either pre-existing or not properly matched in size or efficiency, and/or improperly installed prior to or during the contract term provided that it was unknown or could not be known to the seller, buyer or agent by a visual inspection or simple mechanical test prior to the start of the contract. If a service request is made pursuant to this contract option, HWA reserves the right to request a copy of any visual or mechanical test that my have been performed by a home inspector or other licensed mechanical contractor."

Well, they won't accept the VA appraiser's inspection and I didn't get any other inspection. So they won't cover anything! Now they also want to prorate my refund even though it is within the request period. Lastly, I just spoke with my boss and found he could not get them to cover his home when he bought their policy in Tennessee! This company is a scam!

They said they wouldn't cover the repair, because it had never worked. I then explained that I had the extra coverage for "unknown pre-existing conditions". The person said that didn't matter. So I hung up and called and got another person who heard my story and put me on hold for over 10 minutes, never offering to phone back with an answer. Finally, she came back on and said they would cover it if I faxed them a copy of the home inspection, which I did immediately. Guess what? I've never heard back from them. I'm hopeful but very pessimistic after reading all the other negative reviews. Even if they do cover the repair, I am still not happy that they denied it off the bat and are making me battle with them.

So I called and I spoke directly with the manager, who told me they spoke directly with HWA, and told them that there is no way to know when a switch goes out, that over time, parts will wear out, but when they go out they go out. So HWA having realized that the cost of the repair would be about the same cost of the annual policy, decided to take a stance to reject the claim. I also confronted the repair person about having said that this problem had gone on over time, and the manager said that HWA was lying through their teeth, and was trying to get out of paying the claim. The manager of the appliance company also said they would document the facts to support my claim for me so I could address it with HWA later. I spoke with a manager, Michelle **, who refused to hear out my complaint. She lacks the knowledge and ability to provide any level of customer service, the inability to do the right thing and it has resulted in an internet black eye for HWA, and a complaint with the BBB, and a formal complaint with the state's Attorney General for consumer advocates.

Anyhow, she said they are going on what the appliance tech told them. I told her that they did not say that and that they are contacting them to set the record straight, but of course she cared less to get to the facts or the bottom of it. She offered to refund the trade call fee, and offer to cancel the policy. That is not enough. The oven is under a warranty they collected money for; it's time they step up to the plate and take care of their customers, instead of running around like a bunch of scammers who want your money and do nothing for you. Folks, from my experience, I warn against purchasing an HWA policy!

They are unprofessional and refuse to cover basic issues with a house. I have filed a claim with the BBB and I urge others to do the same. Maybe if enough complain, something can be done. It’s not right to make people feel secure in buying a home and then deny coverage and fail in providing the written documentation.

HWA tried to charge me for 3 separate trade calls, and if I had not adamantly made a fuss, they would not have agreed to only charge twice. The vendor felt sorry for us so we actually only paid one trade-call fee, but it was at the disadvantage of the vendor, not the company. The customer service reps are very self-righteous and had major attitude problems. When our plumbing leak was not fixed but we didn't call back soon enough, they closed the claim. I was so glad that at the end of the year, I dropped it and went with someone else. I informally polled 10-15 of my friends and of the 2/3 who had a home warranty coverage, 60% of them had American Hone Shield and raves about them, so that is where I am going now! I'm so glad to be relieved of the time and energy suck that was HWA.

The faucet had a leak so I reported. The repairman called me, said HWA wouldn't cover the faucet and the plumbing below the elbow. I called them again and complained and told them to cancel my policy if they were not covering the repair. I paid $465 in May and the email of returning $26 out of $465 came the next day. I laughed. I complained to BBB.

The lady called me from HWA, trying to reconcile the matter and re-calculated the premium. It turned out to be $129.75 and guess what? I paid premium all along the day I cancelled and the coverage for a repair (a claim they paid, admin fee, earned contract cost, etc. was deducted from the premium). The funny thing is, they charged premium and they deducted their pay as well. As a result, I paid premium and I repaired my problem myself. Again, I just smiled.

I have not agreed nor I have not received the net $129.75. I will probably not, and the lady complained my conversation with phone (she cannot hear me well) and also refused to respond my email. All in all, I gave that up. But all I can do is every time I see HWA, I will tell people about my experience and I will blog it, so there won't be people like me - paying the premium for home warranty and repairing the equipment themselves. I can still smile. The lady didn't even understand what I even complained for.

I paid $75, called my homeowners and they sent out the extraction team. Days later, the water is worse even with the blowers going. At this time, I could hear the hissing in the hall bath. So, I called HWA back and asked for a different plumber for another opinion. And guess what, he said the same thing, the freaking tub and he even said he didn't heat the hissing. I refused to pay the second fee. I called my homeowners back mad as heck. She advised me to get a leak detection so I did for $350. I called and they were out the same day and bam! The leak was right behind the toilet. So, I had to pay another $350 to repair it.

I called HWA and told them she said to send the invoice so they can review it and see if they will help me. Huh?! I was furious. Two weeks of water damage. I emailed the invoices, pictures and proof I had to Christine. I never heard a word and they suspended my contract because I refused to pay the 2nd $75 and they claim they never got the documents. Now, I have another claim and they refused to take it. A waste of money!

The contractor called me and said that my dryer had a mechanical problem and did not break because of a power outage. Katie called me back and said that HWA would not pay for this repair because my tenant told them that the dryer never worked and the parts were broken prior to me purchasing the warranty. I know my tenant did not say (that the dryer never worked) and when I asked to hear the recorded call, they refused to provide this proof. In addition, Katie never mentioned to me during her call (when the claim was first submitted) that my tenant told her that the dryer never worked which would have been an important thing to tell me. Instead, she only said that they may not cover the repair due to a power outage. I believe the stage was being set to deny the claim.

Note: Katie also asked the contractor if the problem was due to a power outage and the contractor stated no per the contractor. I believe that HWA had to make up another reason for not covering the repair. This is so dishonest. You can speak with as many HWA supervisors as you want. They must all be trained to say the same thing and not listen to any reason or logic. It appears that it's all about the money. How can these people live with themselves and my belief is that they must have been defrauding people for a long time based on all of these posts. What about the people who haven't submitted a post to a website like this? I told them that I want my entire refund back and my $100 deductible. The manager agreed to this, but we shall see if HWA keep their promise.

HWA appears to be a fraudulent company and needs to be investigated. If you all register complaints with the Federal Trade Commission, they will investigate this company. I am planning to do just this. I'm also going to let other realtors know about my experience with HWA; and I will never refer them to any of my clients or anyone else for that matter.

I also filed a scam report with BBB for HWA. There is no way that anyone could possibly possess the knowledge of all the technical details on the mechanics of all their "covered" appliances to say, in good faith, that everything is in working order upon entering the contract. It is a complete set up to scam people out of money unless they have brand new appliances that are installed during their contract term. I encourage everyone to file a complaint with BBB. In the least, you can try to get your money back from them, and then file a scam report with BBB. We have to get this company to have more honorable practices!

Honor the good faith clause fully, or get someone to review all covered appliances to confirm that they are in working order with every new contract. The burden of proof should be theirs, not ours, since they are accepting the good faith clause to begin with!

The back bathroom of the toilet had a bad level control valve. I realized that it was time for me to take control; I then bought $14 worth of parts from Ace Hardware. I replaced it on my own time; this back toilet is working fine. The hallway toilet had a bad floor seal (donut wax gasket). I was informed that this toilet was too old to make the required repairs.

The plumber HWA contracted is a professional and must follow his agreement with HWA. I am not upset with the plumber because he has no control in the decisions of HWA and their claims service. However, I am unhappy with HWA and their prompt refutation of my very first claim with them.

I used rational thinking and obtained a second opinion form another professional plumber. After his inspection, I was informed the hallway toilet could be repaired for less than $200. Once the second analysis was obtained, I contracted him to make this repair to the hallway toilet, it is fixed. This plumber is not under any contract with HWA and can make the repairs in a more economical manner. In comparison, this would be the same as a car dealer requiring the owner to have new parts installed, but an outside service company would allow the installation of re-manufactured parts. These decisions are up to the car or home owner to seek better rates.

This was my first claim and it was rejected very abruptly. I paid for the policy in good faith to make my life less stressful. Due to the fact my first claim was rejected, in my opinion, something has a putrid aroma, and it is not the toilet. So, at this point, the situation is in the hands of the Louisiana Attorney Gen. I probably will not receive a refund on my policy, but writing the State Atty Gen. made me feel a warm fuzzy.

Call the state and find out the agent company for HMA (In St. Paul, MN Ramsey county, you will file against "Corporation Services Company 380 Jackson St. Suite 700"). Find the small claims court in your county (just Google "small claims court and your zip code"). Fill out the claims paperwork and pay the $75.00 fee. Wait for your day in court and you know as well as I do, that anyone listening to all of the complaints I read on this website will stink to them too! As I write this, I dream that thousands of people will call them to court all across the country. Together we will be heard! Join me!

So then I remembered I had my ducts cleaned and part of that service was to check that the unit was working before and after. I had proof (and I was excited about this). I sent them my receipt from Sears stating all was working. They still rejected the claim. Why? This is the good part, because according to what they found, the temperature on the day I had my ducts cleaned was too cold to effectively prove that the unit was in working order. I even told them we had heat waves within the last two months that I used the unit and it worked fine. They wouldn't budge. I signed a contract with a good faith clause stating that all was in working order. I had evidence that a technician checked and found all in working order after the effective date of the contract. I provided proof of specific dates with temperatures as high as 88 degrees where my unit was used and working. I even asked who the burden of proof rests on because it's not in my contract. Answer? Is there anything else that I can help you with? Wow.

One last note, they told me if everything in my contract is not routinely maintained (once a year is what I was told), then they would automatically consider that item uncovered due to lack of maintenance. A complete and total scam for this company to make money and keep it. I would be very willing to join in on any class action suit that is ongoing.

My very first call, I was sent out of San Antonio to a town 1 hour away. In the contract, it asked what I charged for out of town and I wrote it on the contract and all seemed well. When I get to the call, I found the problem and called for approval for the repair. I placed the call on speaker and waited around 20 mins. for someone to come on. When the female agent came on, right away, she asked me if I had her on speaker. I told her yes and she asked, "Why?" She asked questions as if she was looking for any reason to deny the claim. After the questions, she asked how much was the bill for. I told her that I needed to replace the contactor and a dual capacitor and the total. She asked for a breakdown of the part prices.

I told her $30 for the contactor, $45 for the capacitor. She placed me on hold for another 15 mins. When she returned, she informed me that in my area, the fair price was $20 for the contactor and $30 for the capacitor. I argued my case and got them to approve the bill, but they made me reduce the bill by almost $150. I collected from the customer his $75 deductible and then emailed HWA to remove me from their contractor list.

Now, they are refusing to pay the bill that they agreed to pay. I was also informed by an agent who was my account rep that HWA is designed for me not to make any money, only to get customer leads! This same agent also told my friend who is also no longer doing business with HWA to just "Blow and Go" and that HWA will not replace anything.

Beware these people are crooks and the contractors working for them are told to patch things up and not repair it properly because they do not want to pay much. Their average ticket is less than $100 and that is with the Co-pay. Beware of these scammers! Patching things up only causes the consumer more headaches and more money.

Five months later, the damaged part was replaced. I turned on the A/C the following spring and water flooded into my finished basement. I realized that the drain pipe from the part of the A/C that sits on top of my new furnace was never re-connected. HWA sent out furnace installer who re-connected the drain line and said he'll try to fix the problem. The vendor sent a carpet cleaner a week later who said that you can't get out mildew unless it's within 48 hours of water exposure. The carpet cleaner came out again and ripped up my carpet, spread some chemical to combat the mildew, and left a blower for 2 days. When that didn't work, the vendor said he'll send out a carpet installer. The vendor changed his mind. HWA offered me $250 not to get his insurance information. I was left with no support from either vendor or HWA. I have my finished basement with ripped up carpet and padding that smelled strongly of mildew, with leftover chemicals. I continue to pursue a suitable outcome, through other avenues.

I have also had other bad experiences and much more to elaborate, but hey, this is as to the point as I could get. Customer service here is a front line tactic to manipulate you out of support. I have spent countless hours stating and re-stating my situation. No one returns calls, and you get some new rep each time you call. There is no point in getting anyone's extension, extremely painful, and time consuming. Don't expect them to support you at all, they won't.

Today, I contacted him as the chain was still not repaired. He informed me it was a design defect and that he could not fix it. When I requested to know why I had a $100 bill, he said, "That's how it works." I contacted the company and they agreed with the vendor. I spoke to customer service representatives and a supervisor. I requested a manager and they sent my call to an alleged manager's voice mail. I have paid for this service for over a year and this is how I am being treated for my very first claim? What can be done about something that is so openly a scam?

I explained that HWA online claim system doesn’t allow for more than one complaint and so I had called the company. I relayed the phone conversation I had with Brenda to the plumber. He was still unsure about being reimbursed as he said they don't usually work that way, and kindly suggested we call them and see if we can get this taken care of. We called HWA and were given a completely different run around, saying that the garbage disposal is an appliance and therefore not covered. That's insane! It's covered in their written plan and I explained that to him and demanded to speak to Brenda ** again. She would not take my call, so I am still without a functioning garbage disposal that is leaking and causing damage to my cabinets. What a scam!

They refused to fix my dishwasher for the reasons cited above. Also, the technician they sent was unfriendly and made it clear his company worked for HWA not for me and was only interested in making HWA happy. I am out $50 for the mandatory service fee and will have to replace the dishwasher as the technician removed the filter which he said needed to be replaced and left the machine totally inoperable. Since he works for HWA and not for me, he went on his merry way and that is the last I heard from him.

After he spoke with HWA, they determined that it was a pre-existing condition and would not cover it. I know that when we purchased the house, I had the seller have the AC and heater serviced by a company out of Grand Prairie. They specifically noted that there was nothing wrong with the heat exchanger and it was in good working condition. I have since explained that to HWA and been in contact with the Texas Real Estate Commision, Standards & Enforcement Services division. They have contacted the Vice President of HWA, Mr. Soble, and explained to them the issue.

I have now been advised by HWA that they would pay for the heater (a 90,000 BTU heater). And they said that I would be responsible for the removal and installation of the new heater, a new evaporator coil, a float switch and all the labor, to the tune of about $1,530.00. I find this appalling! I have been with the company now for a second time and shocked that they don't want to pay a legitimate claim. They cannot say that the heat exchanger did not crack when I started the heater for the first time this season. I am simply a customer trying to get a service that I pay for. I only want HWA to do the right thing! They make enough money off of people throughout the years to pay for my incident. I feel as though they do not want to abide by the contract. Lastly, they (nor no other home warranty companies) perform an inspection before they start writing these policies to consumers. Then, they reject the claims when one is made because "they can".

The second claim (the claim I'm disputing to the BBB) is our pool heater. It is one of the items that are covered according to our contract. We opened our pool in April. With six kids, of course, we needed the heater at that time of year. All was fine until one day in June it stopped working. We called and Paul (telephone extension number 741), sent out Tim from "All Phases" appliances. He said he fixed it, and it should work. It didn't work. We called again, and Paul sent out Tim again. The same thing, Tim said it was fixed, but it's not. Again, we called. The same thing, Paul sent out Tim from "All Phases", but this time Tim brought a friend with him. They took about 2.5 hours to completely disassemble the heater, and put it back together. Tim said, "It should work now." It still never worked.

The weather was extremely hot; we went on vacation, so the heater was not a priority for about three weeks, but we still wanted it fixed. So, we call again in late August. Paul once again sent out Tim. I asked Paul why he kept on sending this guy, and I told him that I wanted a new person. Paul insisted that All Phases was their reputable choice, and Tim knows the background on the claim. I disagreed. Why he kept sending out this guy who did know what he was doing was suspicious. On September 10, Paul called to tell me that Tim has discovered that the heater has done something extraordinary. Somehow one of the wires of the heater was in a position where the heater burned it out, and they can't cover this kind of repair.

I explained to Paul that it had to because of Tim, the electrician, when he decided to take apart the entire heater on one of his many visits here, and put it back that way. Paul tried his best to convince me that it was not going to be covered because the heater was built that way. However, I explained that the previous owners used the heater for more than seven years with no problems, so it wasn't a manufacturer’s problem. The wire didn't move itself into a position that it burned itself out. It was obvious that when Tim from All Phases took the heater completely apart and then attempted to put it back together correctly, that he put it back in a way that it caused another electrical problem. He broke the heater, and Home Warranty is responsible.

Paul said he would get in touch with his supervisor to figure out something. That was September 10th. It is now September 27th, and I have yet to speak with Paul. I have left him numerous messages, and he called me back once. One of my messages left on Paul’s voice mail was that we will be having a block party on the weekend, and it was crucial to have the heater fixed, so our guests could enjoy the pool. He never called back. Nothing was done for our party. I called to complain and was transferred to a supervisor who never returned my phone call, as well. Home Warranty of America is responsible for sending Tim from All Phases out multiple times, and rendering our heater completely unusable. They are responsible.

It is now October 5. I complained to the BBB and requested that a manager get in touch with me to resolve this. Instead, I got Paul again and then another representative (Brenda), who was just as useless--on top of being defensive, sarcastic and condescending. I told her that I was hanging up and calling a supervisor. I was transferred into Ron's voice mail. That was 3:15, October 4th. Still no resolution on the issue.

It took a total of 15 visits to my home for over 11 months to have an air handling unit properly installed and functioning. The first contractor HWA sent was so incompetent that every component of the air handling unit was installed improperly. The unit installed didn't have the same power requirements as the source, and the unit kept blowing the circuit. It could have caused a fire! Ultimately, HWA had to send an electrician to resolve the issue. Now they are refusing to repair a leak in my roof, which is clearly covered under the policy. Do not purchase a policy from HWA! You would be better off just paying for repairs yourself.

But when his report went back to HWA, it became a washer that's still working, just with some noise. HWA rejected the claim because the washer is functioning and they don't repair noise. So it seems that if any part of my washer can still move and if the whole machine hasn't caught fire, they won't pay for it. And this is just one of the many bad experiences I have had with them. Stay away from this company!

Eddy again came on 05/11 to replace the diffuser and told me to watch the temps go down in a few hours. This time also with no result. I called Eddy/HWA to report the issue. I received a call from HWA on 05/13/2011 about they were on conference call with Whirlpool on 05/12/2011 for three hours. Whirlpool suggested them to unhook the unit for 12 to 14 hours, and then Eddy had to run some diagnostic tests. I unplugged unit on 05/13/2011 at 8:00 as per instructions; then Eddy came on 05/14/2011 around 10 am. He ran some tests and re-adjusted some components. I was told to take a look at temperature around 4:00 pm that day. When I took the temps, they were around 58 degrees.

I tried to call Eddy on 05/14/2011 and 05/15/2011 with no response. I did call HWA on Sunday to report the issue. I received a call from Monday, 05/16/2011. Stella at HWA notified me that there was nothing they can do as Eddy reported that there was no issue. Then I did ask her explain why the temps were up on the refrigerator, I was given rude response chase down Eddy as HWA could do nothing at this point. I tried to call Eddy. Finally I got hold of him Tuesday around 10:00 am. He reported that there’s nothing he could do, call HWA for further steps. 05/17/2011: I called HWA again. This time I spoke with Paul at extension **. I told him about the hassle I was going through. He suggested that one more last time Eddy would take a look at the unit. I told him yes. Eddy came by and reported to watch the temps after couple hours, there was no improvement. I called HWA again.

I did receive a call from Paul on 05/18/2011 evening. I was told the refrigerator is not cooling because I am not closing the door properly. I told him that was not true. Eddy came down 5 times already. If you guys can not fix it, better replace it. Paul told me that he escalated issue to Budget appliance repair. They would call me on Thursday. On 05/19/2011, I did receive bunch of calls form HWA about various companies coming on Friday 05/20/2011, I told them I was not going to be home on Friday 05/20/2011. Paul called me on 05/20/2011 about sending this claim for second evaluation to the Budget appliance and they would come and diagnose the issue on Saturday, 05/21/2011.

On 05/21/2011, Billy from Budget appliance came down and told me that there was no air flow, that's why temperature was around 55 to 60 degrees. He suggested replacing thermostat, diffuser, cold control, and overload. If you observe this list, these were the parts replaced on 05/09 and 05/10 by Eddy. I received a call from Paul on 05/23/2011 about offering $233 to buy out the claim as the parts are back order at the company, it would take 4 to 6 week to send this money. I have a family of 4 with 2 children. Today is 06/02/2011. It’s been already close to month without refrigerator. I gave them 6 opportunities to fix the issue, still they want to dodge the issue. I’m buying every day groceries as my refrigerator was not working.

On Monday, Sept 13, I received a call from HWA saying that my claim was denied due to rust on the ball bearings. I asked how the pool tech determine that there was rust on the ball bearings when he did not open the motor. The only response that the rep would give was the claim is denied due to rust on the ball bearings. I asked to speak to a manager and was transferred to someone's voice mail. I left a message.

After waiting for two hours for a call back, I called HWA back. The next rep that I spoke to stated that the claim was denied due to corrosion on the outside of the pump. I told the rep that there is no corrosion on the outside of the pump and what would exterior corrosion have to do with the motor failing. Again, I asked to speak to a manager and again I was transferred to another person's voice mail. I left another message. After waiting another two hours I called again and was told that a manager named Kellie would call me within the hour.

An hour later, Kellie called me and I explained to her why I disagreed with their claim. Kellie stated that the claim was denied due to corrosion on the ball bearings. I told Kellie what the previous agents had claimed but she said that this was the real reason. I asked her how a pool tech can make a claim that there was corrosion on the ball bearings when he did not open the motor. Kellie's response was and I quote, "It is the professional findings of the the pool tech that the motor is failing due to corrosion on the ball bearings." Again, I asked how can someone make that claim if they didn't open the motor to check the ball bearings. Kellie stuck to her guns but stated that if I want a second opinion, she would send out another pool company but that I would be responsible for the service fee. I said no and that I will be looking into other options to fight this.

I began filling out a complaint on the BBB (remember that HWA has an A+ rating). I called HWA back to get specific information so I could add it to the claim. I spoke to Patrick at extension ***. I asked Patrick to read exactly what the pool company reported to HWA. Patrick response was that Larry for PoolCo stated that the motor was going bad possibly due to the ball bearings. I asked Patrick where does it say that they ball bearings are failing due to corrosion. Patrick stated that there is no comments from the PoolCo that the ball bearings are failing due to corrosion. I ask to speak to Kellie's supervisor to let her know that Kellie lied to me when she stated that it was the professional findings of the pool tech that the ball bearings are failing due to corrosion. Again, I was transferred to a voice mail, the voice mail of Irene. I completed my claim to the BBB stating my complaint regarding HWA.

At this point, I start calling PoolCo to the their side of the story. On Tuesday morning (9/14/2010), Larry from PoolCo called me. I told him the story that HWA relayed to me. Larry said that he never told HWA that the ball bearings were failing due to corrosion. Larry stated that first he told him that it was a short but after looking at the unit he said and I quote "the motor is going out, maybe a ball bearing issue." I told Larry that I was going to pursue this issue and he said good luck at that they are often used as an escape goat when HWA doesn't want to pay out a claim.

After my call with Larry, I received a call from Irene from HWA. I told her the whole story and she really didn't care. Irene stated the same thing that Kellie had said but did say that she would talk to agents that I spoke with for training but would not call me back because as far as she was concerned, the case is closed. At 9:15am CST on 9/14/2010, I received a call from Brenda at extension *** from HWA. Brenda went through the reason why they denied the claim and I stuck to my guns. I told her how PoolCo never said that there was corrosion.

At this point Brenda goes into a science lesson telling me that corrosion is the wear and tear of parts, not just a chemical reaction which as the term of the contract they do not cover rust or corrosion for the first 30 days. I argued with her about the term corrosion but she said that this is there definition of corrosion which includes any normal wear and tear of a mechanical part. I reminded her that corrosion was not the term that the professional pool tech used but rather the term that they decided to use.

Brenda solution was to offer sending another guy out at their expense but if they found the same thing that they would not honor the claim. My reply to Brenda was, "What good is that going to do, since you did not pay attention to the first tech and labeled as you saw fit? Why would you do anything different with the second? Remember, it was not the the opinion of the professional pool tech that the ball bearings were bad due to corrosion but rather HWA's." Brenda's only other option was to be refunded my $60.00 co-pay. I told her that I would think about it and let her know and I am so glad I did.

I called the BBB to see what my options were and they recommended that I wait until HWA posts a formal response to the BBB and then response back, that way, if I don't except their offer, it will reflect on the their BBB rating. I called Brenda back and told her that I would give her my answer after I receive notice from the BBB that they have posted a response.

The interesting thing is why they just come out and say "we do not cover wear and tear on equipment for the first 30 days" is beyond me. Instead, they hide behind their own definition of corrosion to deny a claim. If you do a general search on complaints on Home Warranty of America, you will find several out their that go as far back 2007. The term that they use as misleading and they flat out lied by saying that the pool tech stated that the issue was due to corrosion.

Still after receiving the inspection report, I would not sign the papers to close on the house until we had the A/C evaluated by an HVAC technician and knew it was in good working order. My realtor referred me to Jerry D’s Air Conditioning and Heating, as some of her clients used him and were very pleased with his service. We called Jerry and he came out the next day (12/02/2009) and serviced the unit. He fixed the connection and then checked the A/C out. He told us everything was in great condition, we had a great Trane system, and all was well. You will note under work performed he commented, "Checked A/C unit per inspection report. Found outside disconnect not making connection. All working good. Unable to test Freon levels due to cold temps."

So, with the A/C working properly, I closed on the house on 12/17/2009. Since I had everything checked out and everything was in good working order, and your company, Home Warranty of America, was recommended by my realtor, I purchased the very best plan, the Marquise, for my protection. I chose your company because I took care of every known condition and your plan showed "Unknown pre-existing conditions now included for all programs--Marquise Program offers best value in the industry!" Although your company has no prerequisites, requirements, service, or certifications of conditions that must be completed prior to engaging in a home warranty insurance contract, I still had an inspection and A/C service completed for my own protection. You also do not require or even suggest getting some kind of maintenance report from the previous owner. I have only been in the house a few months, so I couldn't be expected to have a maintenance record as of yet. I did everything possible to assure everything was in excellent working order (which, I'm sure is more than most people do) and I felt comfortable that your program claims to cover unknown pre-existing conditions.

Because this part of Texas is extremely hot, I began using the A/C around 3/01/2010 and it worked perfectly until around 6/12/2010. When it went out, I called you and you referred my service to Patriot A/C and Heating. I had never heard of Patriot because they are located well beyond my city limits and after I had not heard from them for a few days, I called them and we scheduled a visit for 6/16/2010. Since my brother-in-law, Gary, knows more about these matters, he met with Steve and Jason from Patriot. While inspecting outside, Gary mentioned he could see some leaves around the unit, but the Patriot representative said it didn't look bad at all. He told Gary the compressor was out, Home Warranty of America would order a new one, and they would be back out the next week to install it. Needless to say, I was pleased to hear this because I am forced to stay with my sister and brother-in-law due to the heat and I am anxious to get back in my house. As I stated, Patriot said nothing about maintenance and you will note on the invoice, nothing is documented about lack of maintenance, anything being dirty, clogged or any other adverse condition. They also didn't show us any problem or even recommend having any cleaning done. The invoice only states, "grounded compressor.”

We assumed HWA ordered the compressor and everything was on track until June 21st, when Natasha called to tell us HWA did not plan to pay for the compressor because she claimed it went out due to lack of maintenance. My brother-in-law told her Patriot did not mention any maintenance problems and when he brought up seeing some leaves around the unit; the serviceman clearly told him it wasn't bad. He also told Natasha that Patriot assured us that HWA would order a new compressor and they would be out to install it this week. Natasha (HWA representative) then firmly told my brother-in-law that the servicemen don't know what is covered and what isn't.

After hearing this, I called Natasha back and told her the problem couldn't be due to lack of maintenance because I had the A/C serviced on 12/2/2009 before I closed on the house. I made sure it was in good working order because the A/C is one of the most expensive things that could go wrong. Natasha then asked me to fax the invoice to her and I did that same evening. Next, I got an unexpected message on my cell phone from Natasha on June 23rd. She said she had received my fax and had some news. She said for me to call her or anyone at HWA. After calling a few times and being on hold for lengthy periods, I finally reached an agent who told me they couldn't pay the claim because the invoice I had faxed them was just for inspection. I explained to her that wasn't the case, as I had the home inspected prior to that and added that the initial inspection showed the A/C wouldn't come on because of a connection.

I further explained again that because of the inspection, I had the A/C thoroughly checked out and serviced by an A/C company (Donaldson) and that was the invoice I sent and it clearly stated the A/C was working good. She continued to disagree with me and I asked for a supervisor. She said I could call back the next morning for a supervisor; however, I complained about the lengthy hold time calling in and asked if she would check to see if a supervisor was available then.

She left me on hold for a long time and then a supervisor (Marsha, I believe) came on the line. I explained everything to her and she told me again HWA couldn't pay for the compressor because the invoice did not show that the A/C serviceman cleaned out the unit or completed a list of maintenance work. I described how he did check everything out, fixed the loose connection, and clearly told us the A/C was a good one and working great. Obviously, if he thought for a moment it needed cleaning, he would have told us and asked for the extra business. She continued to argue that the company they called out (Patriot) told her the problem was lack of maintenance (although he never told us that or indicated it anywhere on the service order/invoice). I told her either the man said that because he was expected to do so by HWA, he got us mixed up with another client, or she was simply saying that to avoid honoring the agreement to repair the A/C as contracted through my home warranty.

I, therefore, asked her to have someone else come out for a second opinion because I am convinced lack of maintenance is not the problem. First, she said she would do that, but I would have to pay the service fee again. I told her I would be happy to do so because we obviously need a second opinion. I told her again how we had the A/C serviced and the A/C had been working for many months in the hot heat of Texas. She asked for a list of my regularly scheduled maintenance and cleaning work that had been done. I told her I am diligent about having routine service done; however, because the man just came out a few months ago, it isn't time for service yet. Further, I couldn't possibly have a maintenance work list because I had only purchased the house a few months ago. She continued to disagree, so I told her to go ahead and schedule another service call, even though I would have to pay for it because I know the problem is not due to lack of maintenance.

After already agreeing to do so, she then changed her mind and told me she would not send someone else out unless I gave her a list of my scheduled maintenance. I then became angry because I suddenly realized what everyone had been saying must be true: that a homeowner’s warranty is not worth the paper it is printed on and they will do anything to try not to pay a big claim. I told the supervisor I did everything in my power to make sure everything was in excellent working order before I even closed on the home and before I got a homeowner’s warranty. I had the home inspected and I had the A/C serviced and was assured it was working great before closing. Further, HWA did not list any pre-conditions such as maintenance work, check-ups, or anything that needed to be done before they signed me on the dotted line, so to speak, and took my money. I did everything possible and was not even asked to. I chose HWA for my protection because I knew if there were to be any problems, they would definitely be unknown to me and the HWA packet reads, "Unknown pre-existing conditions now included for all programs.” So, if there was something, I don't know about it and still do not believe it. We had the A/C looked at by 3 companies and not one mentioned anything to us or listed anything about it needing cleaning--not the inspector, D. A/C, or Patriot for that matter.

Needless to say, I am very upset by this because the unit was serviced and found to be working good on 12/02/2009 and it has been working perfectly in consecutive temperatures ranging above 100 degrees until it suddenly quit cooling. I had everything inspected, checked, corrected, serviced and in fine working condition before closing on the house and even purchasing the homeowner's warranty. In addition, we have routinely replaced the filter about every 10 weeks, as recommended by the inspector, and the filter hasn't even been very dirty. So, what good is a home warranty if you deny payment when all this has been done?

I hate to say this but everything I was promised and everything I've heard from HWA since I had a problem are in direct conflict. I can only believe, at this point, that this is a rip-off and unless you prove differently by paying my claim. I believe my voice should be heard by every realtor, insurance regulatory authority, the BBB, the Attorney General, and anyone who has the internet or ears to hear. Again, I ask that you review this as an appeal and reconsider payment of my claim. You may contact Mr. Jerry ** of Jerry D. A/C and Heat for additional information and you may send some other company out for a second opinion or expect me to do so in support of my claim.

It seems in signing my warranty, I agreed first to try to settle this among us, and if that doesn't work, the next step is mediation by arbitration. Should we need to move to the arbitration phase, please let me know how we get this process in action? Are our attorneys supposed to be present this early, or is the next step still just between us and a mediator? Instead of just depending on Patriot (who said nothing to us about a problem), perhaps you should call Jerry D. A/C and discuss the service he performed and any conditions he found on 12/2/2009. As mentioned above, I quickly called him today to get more information on what he found and to get his opinion. He welcomes your call and will address this situation because he found everything to be clean and in good condition when he serviced the system. He again confirmed, "The A/C was in good shape and working good.” He also told me if it needed cleaning or maintenance at the time, he certainly wouldn't have ignored the opportunity for additional business; so, he would have told me, and would have tried to sell me those services. He further assured me the compressor should be covered by HWA.

While I had been very angry, I am no longer as agitated because I am confident that I am right, I have the support of Mr. **, I know in my heart you should pay this claim (as I'm certain you do) and I know I can win this case. I have the people and the reports to back me. In addition, you should be aware, since the heat forced me out of my home, that I have been staying with relatives. With all the delays caused by our dispute, I am about to overstay my welcome. Thus, I may have to temporarily move into a hotel and will include in my claim any unnecessary costs I incur as a result of your failure to pay for my compressor on a timely basis. This includes hotel costs, attorney fees, other service calls, etc.

So, again, please let me know what the next step is in resolving this matter. How do we set up arbitration? Do you want to call someone else to come out for a second opinion, or shall I? I don't guess it matters, because either way I have to pay for the service call. Should my attorney represent me for arbitration, or when is it time to get my attorney involved? If arbitration does not work, I assume my next step is to file a suit against HWA, and notify all of the realtors and brokers in my area, the Texas Real Estate Commission, any National Real Estate Commission or organization, Texas Attorney General, BBB, and my voice and written word over the internet. Please let me know because I want to honor my agreement in this contract and follow the proper procedures in settling this claim.

I bought the HWA Marquise Protection plan with subterranean Termite Treatment. The plan cost $535. I had my home inspected (12/01/2009) and then A/C serviced (12/02/2009) prior to closing on my home. The A/C serviceman checked it out and told us the A/C was working good and plainly indicated it on the invoice. I closed on 12/17/2009 and my 12-month protection plan began that date. Because Texas is so hot, I began using the A/C March 1, 2010 and it quit cooling on 6/12/2010. I have been unable to stay in my home since with temps above 100 degrees. I've been staying with my brother-in-law and sister, but I'm about to wear out my welcome. HWA proudly boasts, "Unknown pre-existing conditions now included.”

As I said, I had inspection, A/C service checked out before I moved in. So all known conditions were taken care of. Now HWA has denied my claim based on lack of maintenance. I know that is not true. The Trane system is fairly new. I had it checked out before buying the house and my filter is changed every few weeks. My brother-in-law asked Patriot A/C (sent out by HWA) if the unit was dirty and they said it wasn't bad. They told him only that the compressor was grounded and assured him HWA would order another and they would be out to install it the next week. HWA says their servicemen don't know what is and isn't covered. It is so easy to tell after the fact. And after reading all the complaints that this company is fraudulent and if they are going to deny claims based on ridiculous things, they should make new homeowners have everything cleaned, serviced, and have certified information that everything is in perfect working order before they take consumer's money. Then they could not make these excuses for not paying. I am a senior citizen on a fixed income that barely allows me to exist. I took out the homeowner's warranty for my protection because I don't have the money to pay for things like this. I am out the money for Marquise plan, the $75 service call, and I can't live in my home.

Read your contract and be prepared. If you have an issue in the first 30 days, wait until your 30 days is up if at all possible! Also, be careful of giving too much info, they are looking for any reason they can to deny your claim (how else will they remain profitable?). This company has gotten so bad that we refuse to do work for them anymore. And if you can get to a higher up at the company, you won't get them the next day - the turnover is pathetic for management. The customer service is horrible - especially Rene, Sue and Gina and Irene. If you get one of these ladies, you might as well hang up and call back!

They don't want to pay their contractors anything, yet they want us to wait on hold (for free!) at a customer's house for over half an hour to get authorization if they decide to cover it. Contractors don't get paid for up to 2 months sometimes. They will order a part from the other side of the country to save $4, but will be upset when we have to wait for it to be shipped. When the customer calls to complain in this situation, HWA blames it on us and doesn't bother to explain that they're stuck without heat for a week so HWA can save a lousy 4 bucks. They can't keep good contractors because they are a horrible company to work with.

Some of their customers will receive liens on their property until HWA decides to pay the bill. While we don't like to do this, it is the only way to make them pay sometimes. If you're interested in a home warranty, I urge you to do your research! Your realtor gets a kickback for selling HWA's warranty. They aren't referring it to you because it's the best, they're referring it to you because they get paid for it. From someone who has seen the inside workings of this company, they are a whole lot more worried about selling the warranties rather than servicing them. Like one of the posts before mine, I think the best way to end this is to say - Buyer Beware! We were a contractor so our issues are much different than others were, but I have seen many people put out for a lengthy time due to this company. They will not care if you have babies or are sick or elderly - it doesn't matter to them! It's all about saving a dime.

On Wednesday May 27, a gentleman named Alex from Aldo Appliances came out to repair both the refrigerator and the stove. He changed a part on the refrigerator and had to order a part for the stove. Needless to say, the stove has not been repaired as of yet and the refrigerator worked for one day and died again. I have spoken with Sue and several other people regarding this matter. I was told that if the refrigerator cannot be repaired, it would be replaced with a similar product - a GE brand. I was told that the replacement would be within 3 to 5 business days.

Alex (the repairman) came back out on Friday, May 29 to fix the refrigerator again, and informed my son (Jacob age 22) that the refrigerator could not be repaired. But when I spoke with the people at Home Warranty, they said Alex said it could be repaired and that they would send the claim over to their Options Department. On June 2, 2009 a lady called me from Home Warranty of America Claims Department and said that the refrigerator would not be repaired by them, that they would send me a check for what it would cost to repair it, in the amount of $357.56. That price does not cover parts and labor.

If that is what the repairs cost, then why would they not repair it? I have been without a refrigerator for 12 days and they are telling me it will take 4 to 6 weeks before they can send out money for the repair cost and not the cost for parts and labor. I do not want the money, I would like my refrigerator and stove repaired or replaced. Can you please look into this matter? With my refrigerator being down, I have lost the food in the refrigerator and all my meats in the freezer.

Home Warranty initially rejected the claim on the grounds that this leak is a continuation of a previous leak that was repaired in December. I have made it clear that these are new leaks. They were not flagged by the gas company or plumber during inspections in December. They were not identified until March 26, 2009. Home Warranty requested that I provide proof of this. I furnished them with a copy of the invoice from the repairs made in December. They contacted the plumber who made the repairs, and on Thursday, 4/7/09, I was told that my claim had been approved.

Later that day, I was contacted by Renee ** with Home Warranty of America and asked to provide her a copy of my home inspection (from the purchase of my home) and a copy of the aforementioned repair invoice. I emailed her both. She then informed me that the claim had been denied, because the pipes were not included in the home inspection. I pointed her to the page and item number where the gas pipes were listed as passing. She then claimed that the inspection was referring only to pipes connected to the water heater. I directed her to a separate section in the inspection that covered the water heater. I asked Ms. Renee why I had been told earlier in the day that the claim had been approved. Her reply was that she would have to talk to the girl who told me that, implying that she would be disciplined. Ms. Renee chose to end the conversation at that point, saying it was highly unusual for gas pipes to fail and the decision to deny the claim would not be reversed.

The policy I hold with Home Warranty of America clearly covers plumbing, including gas pipes. There is nothing in the contract I have with them that would indicate the exclusion of the repair for which I have filed a claim. Thus far, I have spoken with Cecilio and Evelyn at Home Warranty of America customer service, and Renee **.

I called and had a company come out and the refilled our unit without explaining the problem, they wanted more money for troubleshooting and at the time I didn't have any more to give them. They had charged almost $500.00 just to recharge the unit. The Home Warranty did however refund our money for the charge, except the $100.00 deductible. Then at the end of August, we thought we were having a problem with our furnace and called Home Warranty again. This time they found someone to come out to the house. That's when we found out that there is a leak in our compressor line that is not repairable.

We called Home Warranty back and the have refused to pay for our unit saying that it wasn't working correctly in the first place. Our vendor did not find the problem when they came out in June and it is caused by rust? And they do not cover that. Which I don't see anywhere on the contract. The only reason I used my own vendor in the first place was they could not send anyone in June and I didn't have the money to have this guy troubleshoot my system. He had already ripped me off with the recharge. Now, I am fighting Home Warranty with this claim and am hoping you could give me some advice on how to handle the situation.

The service contract ended in July 2007 and the unit went out in July 2008. They said no maintenance had been performed in that year and so they were still denying the claim. I havent even mentioned the fact that we wouldnt even have gotten a conversation with a manager had it not been for the fact that our realtor had a personal contact there. We had tried for days to reach someone to discuss the issues and never got called back. I can hardly contain myself. Im going to try to tell everyone I know not to buy a home warranty when they buy a new house. I think everyone who reads this should do the same.

I questioned why I need an expansion and why it is not covered. Not covered because I did not have before so its an upgrade per the representative. We do not pay for the upgrade. Why do I need this upgrade because it is required by the heater the manufacturer, per the representative? Why cant I have the similar unit? They could not answer. Thats between you and the technician.

I asked about the Strap charges. The 1st customer service representative explained me that the technician has informed them that I did not have straps and it would be considered an upgrade. I told him I did have a metal strap. The representative informed that that the technician is calling it a tape and not a metal strap. He told me that he has to go with what the technician is saying and would not honor my assessment. I offered that I could send them for their review. I was denied because they have to honor the word of technician. So than I asked why I need strap. He said that its required under the code violation. After reviewing my policy, I called again.

I asked the 2nd customer service representative that I have code violation coverage, so the strap should be covered under the code violation. He said that under code violation if I had a strap per the code and they had to remove it they would cover under the code violation.

So I asked what good is code violation.

I told him that it misleading that you sold a policy with suggestive code violation coverage but it really not code violation it the upgrade under the code violation. At that time, I requested to speak to a Manager. Manager, Michelle came on the phone but informed that earthquake code violation is not covered under this policy. A completely different spin to my question. I looked at the policy and asked her to where it says. She did not have an answer. She kept saying just because it is not listed under exclusion does not mean it is included. We are denying this claim because we could.

Three customers service representative have three different versions within a span of 30 minutes just to deny a legitimate claim under the policy.

Economic impact $325.

Stress in dealing with a lying technician from Action One and Policy provider HWA can't be described in economic value.

She kept repeating that in code..blah, blah, blah. She was quick to say nothing would be covered. I asked her to still send out a technition. NO ONE EVER CALLED OR CAME...she never even called anyone to come. Well a few days after her call we turned on the AC and it was OK. It worked for a few weeks so I did not bother to call her mention she first off neglected to do her job and second of all the AC was working. Well as luck would have it the AC unit completely died. Then I recalled the same person..MONICA. She mentioned she failed to do her job. I agreed and asked her to send someone out. So she did, after calling twice and being placed on hold for 10 minutes. Well, our claim was denied. BIG SHOCK.

SO as you can see we were ripped off. I am very upset and want everyone to know how this company is lacking in constomer service and they made up lies to get out of paying the $ it cost to fix the AC unit.

NO AC in 102 degree weather in Texas end of July to August. 2-3 weeks.

We have a few dogs who were tired all the time. Total cost to repair the AC unit was $500.

This was my first claim. I will not buy from them again. The agravation and down time was not worth the modest savings. I'd have to make 2 to 3 claims a year before I would realize savings from my policy. boo!