Regency Total Warranty Reviews

When the company answered “Rapid Plumbing” I was informed they do not except claims with Regency Total Home warranty, I asked why and they said because they would hire us we would go out and do the work and they would never pay them….WOW is all I could think and oh no!! So I called Regency immediately and they said oh well we will find another contractor to come out, well another day passed and they assigned us to a plumber in Waco, TX which is 2-3 hours away so of course they don’t service us. So by now I’m steaming mind you it’s now been 6 days with no water, can’t shower, do dishes, or laundry.

So I called Regency immediately and am told that I can just hire my own company and then submit for reimbursement, so I make the decision to do so because mold is starting to form on the drywall. John Wayne plumbing comes out and discovers the line to the water heater has two leaks in it from a nail during construction going through it, the job is done and I submit the invoice and this is Regency's response:

Claim Product: Plumbing System

We have carefully reviewed your claim regarding the issue with your Plumbing System. After further examination, we found that the issue outside the living area.

We regret to inform you that this issue is not covered under your policy, as stated in Section 7.9 of your policy documents. Section 7.9 specifically excludes outside the living area.

Please refer to your policy documents for additional details.

7.9 Plumbing Stoppages. This Agreement covers stoppages in the drain, vent, and sewer lines up to 100 feet from the access point, except if caused by roots. Mainline stoppages are only cleared when there is an accessible ground level clean-out. Excluded: This Agreement does not cover stoppages caused by collapsed, damaged, or broken drain, vent, or sewer lines outside the confines of the main foundation of the home. Stoppages due to roots or foreign objects. If the lines are broken or infiltrated by roots or are otherwise stopped by roots, even if the break, infiltration, or stoppage is within 100 feet from the access point, it is not covered. Access to drain or sewer lines from the vent or the removal of the water closet. Costs to locate, access, or install a ground-level cleanout. Septic tanks. Excluded: (i) camera search; (ii) jetting; (iii) toilet pull and reset.

Sincerely,

Regency Total Warranty Claims Team"

I’m a so upset and feel completely scammed and used for money that I paid monthly for something that was never going to actually help me when I needed it. Horrible, misleading company providing a fraudulent service!!!!

Regency, nor the technician, called me to setup up a date for repair. When I called Regency asking for the tech's contact info, they said they had limited information and could not provide a contact phone number. Though Regency could not send anyone out to actually repair the leak, they did note I would need to submit a paid invoice and wait for a reimbursement check in 4-6 weeks. I told Regency this reimbursement policy was not outlined in my plan policy; that it actually stated Regency would be the one paying for the repairs, and that a repair would be made in 48 hours - it has now been one week. When I questioned why their reimbursement plan wasn't in the policy, no representative could give me an answer. I told Regency I wanted to cancel my plan because this is not an honest company, nor are these honest business practices. They proceeded to tell me they couldn't cancel my plan unless I paid for their $75 cancellation fee.

The technician arrived maybe around 130. Called to say he was outside. I opened the garage door. He walked into my garage, looked up and said, "Oh it’s old. I said, "Yes it’s old." He said it will have to be replaced. He never asked me to push a button. Did not touch anything. Did not assess it at all. He walked out and said that, "I will call you and let you know how much the company will pay." He called me the next day and told me the company will cover only $225. I said, "OK. Well how much will it cost to repair the door" and he said, "You’ll have to get a new one which is about $850." I said, "That can’t be right. The company surely is gonna pay more than $225." He said they’re not gonna pay it. So I waited to see if I would hear back from Regency about the diagnosis from the technician and I never heard back from Regency.

I called them this morning to alert them that I was very disappointed in the communication and the amount that the technician said was covered because I did not think that the technician was quoting me correctly. The supervisor by the name of Andrew **, who barely wanted to give me his last name so I may have misspelled it. However, he told me he was a supervisor and was very snappy and said to me, "You’ve only paid two months and you owe this month for your warranty and we’re already offering to pay more than you have even put into the contract." I asked Andrew, "Are you saying that the claim is based on the amount of money that the customer has paid into the contract?" Andrew says, "No but I’m just saying that Regency is willing to pay more than you’ve already paid."

I don’t understand how one thing has to do with the other, but I thought that having a warranty company meant that expenses in your home that are far more expensive than the customer can pay out-of-pocket at one time that that was the point of having a warranty. I was with my other company for over 10 years. American Home Shield. I do not flip-flop between companies however I was trying to find a way to lower some of my monthly expenses going into the new year so I chose regency which was a huge mistake. Andrew told me that Regency does not pay out more than $200 for certain items in your home like microwave, garbage disposals and things like that however, a garage door opener starts at around $800 and up and the $200 that they are offering is only a fourth of the total cost. Service was poor. The supervisor was rude. I even told him that I felt he was being snappy with me as I was asking questions.

He continued to tell me that my bill was due and that they only give you 48 hours Grace before they cancel your policy and that if I hung up the phone with him without making a decision that he was going to automatically cancel the policy anyway. I asked did he have a supervisor that I could speak to and he told me no. There was no one above him. By the time the call ended, I felt very disrespected, and that I had wasted my money changing from a company that I have been with for years to try Regency out. Don’t ever give this company a try. Don’t waste your time or your money. I wish I had known this sooner.

On 4/27/2026, I received an email from Regency indicating that the control board itself was approved, but the labor required to install it was not covered. Approximately two hours later, I received a text message from the repair company stating that the entire claim had been denied. Since then, I have been going back and forth between both companies attempting to resolve the discrepancy.

The repair company maintains that the claim was denied in full. Regency insists that only the part was approved. I asked Regency to instruct the repair company to order the part so I could pick it up and install it myself, but Regency stated they could not authorize that. The repair company also refused to order the part, explaining that because the claim was marked as denied on their end, they could not proceed.

When I contacted Regency again for clarification, I was told that installation is not covered under my contract. However, this raises a significant concern: a warranty that covers only the part but not the labor is effectively unusable when the assigned repair company will not participate in a parts‑only authorization. Had I known this would be the outcome, I could have repaired the stove myself for approximately $135. Instead, I am now out the $75 service call fee and still responsible for purchasing the part on my own. This situation has left me paying more than if I had never used the warranty at all, despite following the proper process.